Customer Service Talent Acquisition

Vanessa Graham

Dynamic, Results-Focused Recruiting Leader Dedicated to Optimizing Business Relationships, Delivering Recruitment Solutions, and Maximizing Employee Performance

Dacula, GA 30019 678-***-**** **********@*******.***

Career Success

Talent Acquisition Guru

President’s Award for drug - Proscar

Ranked in top 20% for Propecia sales

Persuaded Bayne Jones Hospital committee to add Proscar to formulary

Grew respiratory market share 25%

Increased student enrollment over 20%

Responsible for 85% quarterly student retention rate

Responsible for 65+ Net Promoter Score (ANPS)

Increased Horseshoe Casino & Hotel market share +12%

U.S and Global Sales Trainer

Proficient in Recruiting Software, Black Board, Salesforce, Veeva, MS Office (Excel, PowerPoint, Word),

and QSR NVivo 8.0 qualitative software

Professional Experience

Senior Recruiter, Sodexo – Dacula, GA 2022 – 2023

Corporate talent advisor driving the recruitment process to provide quality recruitment solutions for Food Services Management within healthcare

Deliver recruitment solutions for hospital vacancies in Massachusetts, New England, NY, RI, New Hampshire and Texas

Creatively source high-caliber candidates by leveraging recruiting software (ICIMS), social media, cold calling, relationship building, and employee referrals

Partner and engage in meaningful dialogue with hiring managers to manage all phases of full-cycle recruiting

Partner with hiring managers to discern workforce needs, define job parameters, outline desired qualifications, post positions, source, screen, interview and select best-option talent

Skilled in client relationship management, behavioral-based interviewing, and exempt and non-exempt staffing

Conduct client on-site visits to foster lasting client relationships and become a trusted hiring partner

Training Associate Manager, Indegene – Kennesaw, GA 2021 – 2022

Fully responsible for facilitating, creating, and developing virtual training materials for medical sales messaging, soft skills, active listening, and obstacle handing to drive client results and satisfaction

Evaluated the effectiveness of training, all on-boarding and continuous learning events to ensure consistency for new hires and current employees in call center

Provided structured quality assurance (QA) feedback to Virtual Sales Representatives and management to improve employee development and sales reinforcement

Identified and assessed current and future training needs including learning gaps to address employee and organizational inefficiencies

Successfully partnered with U.S and Global accounts (AstraZeneca, Sage, Viatris, CareDx, Cipla, Alcon, and Mundipharma) to administer sales training and quality assurance to Virtual Sales Representatives in the U.S. Europe, Italy, Spain, and Ireland

Trained, coached, and mentored Virtual Sales Representatives to deliver branded sales messages, including presenting and incorporating sale techniques and best practices from training lessons

Trained on new disease states and participated in train the trainer activities

Developed slide presentations, workshops, and coordinated virtual simulation training for sales representatives

Sales Consultant, Lincare – Gainesville, GA 2018 – 2021

Productively managed account relations to encourage repeat business, sales, and customer satisfaction

Skillfully developed and implemented sales-focused strategies for increasing revenue and business growth

Demonstrated the benefits and features of products and services to maximize new and existing account sales

Proficiently analyzed relevant DME markets to determine new business opportunities for the respiratory product line

oRanked in the top 15% among company sales representatives

oDrove an increase in Oxygen sales by 25% within an extremely competitive respiratory market

Professor, Strayer University – Alpharetta, GA 2010 – 2018

Produced engaging and quality lesson plans to support adult learning and critical thinking

Leveraged a variety of instructional techniques including cooperative and experimental learning to maximize student education and experience

Conducted thorough performance evaluations of students to determine areas of improvement based on departmental rubrics and goals

Displayed a positive, supportive, and cooperative demeanor to gain the trust of students, maximize participation, and stimulate discussions

Proactively identified and addressed educational learning gaps and opportunities for students while serving on faculty panels

Prioritized daily activities when presenting to customer audiences

Dean, Strayer University – Alpharetta, GA 2010 – 2017

Effectively recruited, hired, trained, motivated, managed, and coached high-performance faculty capable of exceeding expectations for quarterly student achievement

Remained in constant contact with students, extended teams, and faculty to communicate course recommendations, problem-solve, and created class schedules for increasing enrollment and graduation rates

Proficiently analyzed issues or escalated situations to determine effective resolutions and action plans

Built long-term relationships with students to increase support, collaboration, trust, and engagement

oSuccessfully increased student enrollment by over 20% and managed at-risk student population

oEarned a 65+ Net Promoter Score (ANPS) for improving customer satisfaction

oGrew the quarterly student retention rate to over 85%

oGained hands-on experience managing corporate partnership development, projects, account oversight, business relationships, and objections

Professional Experience Continued

Specialty Sales, Merck & Co., Inc. – Atlanta, GA / Shreveport, LA 1997 – 2008

Dermatology / Urology Divisions

Maintained strong relationships with account clients to maximize their retention, sales, and satisfaction

Applied effective interpersonal and negotiation skills to persuade healthcare providers into utilizing and purchasing Propecia and Proscar drugs

Utilized an understanding of science to provide consultative information to health providers and influence key decision-making across the territory

Properly educated potential clients about pharmaceutical products based on therapeutic marketing data

Served an integral leadership role as Sales Field Mentor with the responsibility of educating staff about company policies, managing expense reporting, and delivering “Employee Motivated” presentations

Closely monitored accounts within the territory to achieve new business growth

Expertly designed and presented a “Customer Focus” strategy to the executive management team at the national meeting

oEarned a ranking in the top 20% for Propecia sales

oObtained the Presidents Awards for exceptional revenue generation of the Proscar drug

oPlayed a vital role in ensuring the seamless launch of Vioxx

oPersuaded Baynes Jones Hospital committee to add Proscar to formulary

oRapidly promoted throughout career from Class Sales Trainer (1998-2000) to Sales Field Mentor (2003-2008)

Education

Doctorate Management: Organizational Leadership University of Phoenix

Master of Business Administration (MBA) Louisiana Tech University

Bachelor of Science in Journalism Florida A&M University

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