Chemist
Resume:
Anthony Hawkins
Dedicated Professional
Smyrna, TN 37167
ad47rq@r.postjobfree.com
Detail oriented dedicated Customer Care Professional with more than twenty years of customer service experience and more than ten years of people management experience of which the last nine have been in healthcare. Seeking to use proven project management and design skills to improve quality, cost, and time metrics.
Willing to relocate: Anywhere
Work Experience
Server
Longhorn Steakhouse - Smyrna, TN
October 2022 to Present
Maintain high quality service standards for guests who are dining in our restaurant. Train new hires on the expectations of servers in order to deliver top notch experiences to our guests. Customer Care Supervisor
Lincare Holdings - Nashville, TN
April 2021 to June 2022
• Supervise the activities of a team of 20 Call Center Agents.
• Manage Inbound and Outbound Call Center Teams.
• Assist with scheduling of PTO, Training, and any other Call Center activities in a manner that do not affect metrics adversely.
• Generate daily reports to show changes to productivity and/or performance over time.
• Provide updates on Call Center Performance to Department Leaders on a daily basis.
• Collect and analyze data in order to provide recommendations for improvement of Call Center performance.
• Work across several departments, fostering a culture of trust and respect, creating strong working relationships with Management of other areas.
• Conduct real-time queue management of associate's schedule adherence, efficiency, and overall Call Center metrics.
• Conduct bi-monthly 1:1 meetings with all direct reports as well as monthly coaching sessions with all direct reports.
• Aid in resolving agent concerns regarding equipment and process improvements.
• Handle escalated calls when necessary.
Customer Care Manager
McKesson Specialty Health - LaVergne, TN
June 2013 to June 2020
• Utilized Workforce Optimization (WFO) software to manage and improve call volume and staffing required.
• Conducted real-time queue management of associate schedule adherence, efficiency, and overall Call Center metrics.
• Forecasted short and long-term staffing needs be sure to account for contact volume and headcount requirements.
• Assisted with scheduling of PTO, Training, and any other Call Center activities in a manner that did not affect metrics adversely.
• Generated daily reports to show changes to productivity and/or performance over time.
• Provided updates on Call Center Performance to Department Leaders on an intra-day and daily basis.
• Collected data, analyzed, and provided recommendations for improvement of Call Center performance.
• Created and coordinated workforce improvement projects based on Call Center performance.
• Worked across several organizations, fostering a culture of trust and respect, creating strong working relationships with Management of other areas.
• Led a team of Account Coordinators/Customer Success Managers to provide support after the sale and onboarding of new customers; they also coordinated with the field sales team to provide support.
• Led the Onboarding Team to facilitate and acclimate new customers to McKesson Corporation to make sure that the process was seamless and transparent.
• Interfaced with Leadership from other departments (Finance, Sales, Purchasing, etc.) on a daily/ monthly/quarterly basis to ensure alignment and to strengthen relationships between those groups and the Customer Care Team.
• Designed and implemented a training program for agents at all levels as well as administered refresher courses to ensure continuous and ongoing development.
• Created an SOP database to aid agents in day to work activities.
• Conducted bi-monthly 1:1 meetings with all direct reports as well as monthly coaching sessions.
• Held regular performance reviews and documented action plans with all direct reports.
• Aided in resolving agent concerns regarding equipment and process improvements.
• Handled escalated calls when necessary.
Major Accomplishments
• Automation of Onboarding Process in Salesforce Instead of Using Outlook This project involved creating an interface in Salesforce that would allow requests for new customer onboardings to be directly input into the CRM tool to increase efficiency and improve processes. Traditionally, requests were received in an Outlook group mailbox which more often than not resulted in incomplete or inaccurate information being received and allowed for the possibility of a request being overlooked as multiple users were using that group mailbox.
• Automation of the Order Tracking Process in Salesforce This project had two phases - the first of which was to automate the tracking report that was historically manually created and manipulated requiring ten man hours daily. The second phase involved system driven delayed shipment notifications emailed directly to customers to eliminate the need to have agents place outbound calls to make these notifications; this resulted in a net gain of thirty-six man hours on a daily basis.
• Blocked Order Automation
This project involved employing a robot to remove blocks from orders that were traditionally manually removed by agents with a goal of increasing efficiencies; this was a manual process that required thirty- two man hours on a daily basis.
North American Sales Manager
Rohm and Haas Company - Philadelphia, PA
August 1998 to October 2012
• Had responsibility for all sales in North America of ion exchange resins for use in the food and beverage industry - encompassing the US, Canada, and Mexico.
• Established and maintained relationships with key decision makers throughout the industry.
• Developed price proposals and made presentations to clients.
• Worked in coordination with the Technical Sales Manager to help design and implement ion exchange resin systems.
• Led a global team charged with identifying a new resin type specific for use in food and beverage manufacturing. It is the standard in the industry today as a result of that teams' efforts.
• Helped to develop and implement new uses for ion exchange resins in multiple food applications including clarifying orange juice to remove bitterness, decolorization and demineralization of sugar liquids, and deashing in food and beverage applications. Major Accomplishments
Market Share
• Gained a thirty percent market share in three years starting from a market share of less than five percent. Maintained that market share for the duration of my career; at the height we held thirty seven percent of the market.
Profitability
• Turned a losing market segment profitable in my third year after years of declining profitability by increasing the volume of product sold into the industry. This profitability was maintained throughout my tenure with the organization.
Midwest Regional Technical Services Manager
Cargill - Woodridge, IL
November 1994 to August 1998
• Worked independently from the field sales team focused on smaller segments of the industry; this allowed field sales to primarily deal with the major players.
• Provided technical and sales expertise in the food and beverage industry for the replacement of granulated sugar (sucrose) with high fructose corn syrup primarily, but also sought opportunities to use other products of the corn wet milling process including corn starch and corn oil.
• Became the company wide expert in sucrose replacement in three areas of the food and beverage industry - ice cream formulations, confectionery applications, and beverage (both soft and hard) manufacturing.
• Supervised the efforts of the test lab where we were conducting trials on various food and beverage items - team of seven employees - with a goal of developing a minimum of three successful replacements per month for presentation to prospective clients. This was how our pipeline of opportunities was generated.
Major Accomplishments
Revenue
• Generated three million dollars in new revenue in year two and increased that revenue stream to fifteen million dollars in year four.
Market Share
• Increased market share from twenty five percent in the confectionery industry to thirty four percent over my four year tenure discounting the major players. Education
Bachelor of Science in Science Education
Jackson State University - Jackson, MS
August 1993 to August 1994
Bachelor of Science in Chemistry
Tougaloo College - Tougaloo, MS
August 1986 to May 1990
Skills
• Salesforce (7 years)
• CRM Software (7 years)
• Order Entry (7 years)
• Process Improvement (10+ years)
• Sales Support (10+ years)
• Employee Orientation (10+ years)
• Team Management (10+ years)
• Quality Assurance (10+ years)
• Relationship Management (10+ years)
• Management (10+ years)
• SAP (7 years)
• Pricing (10+ years)
• Customer Relationship Management (10+ years)
• Project Management (10+ years)
• Business Development (10+ years)
• Technical Support (10+ years)
• Microsoft Office (10+ years)
• Laboratory Experience (5 years)
• Strategic Planning (10+ years)
• Sales Management (10+ years)
• Presentation Skills (10+ years)
• Marketing (10+ years)
• Negotiation (10+ years)
• Product Development (10+ years)
• Analytics (8 years)
• Microsoft Powerpoint (10+ years)
• Business Intelligence (8 years)
• Kronos (7 years)
• Supervising Experience (10+ years)
• Analysis Skills (10+ years)
• SAP BusinessObjects (8 years)
• SAP (8 years)
• Microsoft Outlook (10+ years)
• Microsoft Word (10+ years)
• User Acceptance Testing (6 years)
• Requirements Gathering (3 years)
• Business Analysis
• Visio
• Pharmaceutical Sales (10+ years)
• Inside Sales (10+ years)
• Conflict management
• Customer support
• Tableau
• Microsoft SharePoint
• AS400 (2 years)
• SharePoint (6 years)
• Salesforce (8 years)
• Google Suite
• Communication skills
• Customer service
• Windows
• Healthcare (8 years)
• Workforce management
• Microsoft Access
• Forecasting
• Data analytics
• Leadership
• Microsoft Excel
• Operating systems
• English
• Computer skills
• Windows
• Salesforce
• Presentation skills
• Team management
• CRM software
• Customer support
• Customer service
• Call center
• HIPAA
• Laboratory experience
• Order entry
• Supervising experience
• Sales
• Microsoft Access
• Quality assurance
• Training & development
• Leadership
• Customer relationship management
• Kronos
• SharePoint
• Relationship management
• Workforce management
• User acceptance testing
• Sales management
• SAP
• Business intelligence
• Inside sales
• Management
• Cold calling
• Account management
• Communication skills
• Project management
• SAP BusinessObjects
• Visio
• Microsoft Excel
• Analysis skills
• Sales support
• Process improvement
• Conflict management
• Food industry
• Product development
• SaaS
• Forecasting
• Phone etiquette
• Data entry
• Technical support
• Pricing
• Tableau
• Negotiation
• Organizational skills
• Time management
• Microsoft Office
• Office experience
• Microsoft Word
• Microsoft Powerpoint
• Microsoft Outlook
• Requirements gathering
• Writing skills
• Administrative experience
• Google Suite
• Business development
• Contract management
• Dispatching
Awards
iCARE Award Winner
April 2015
Highest Honor Awarded in the Customer Care Department at McKesson Corporation Peak Performance Award
September 2016
This award was specific to accomplishments made by a multi-departmental team to overhaul the online ordering portal.
Customer Care Employee of the Year
April 2014
This award is granted to the employee in the department who has maintained exemplary metrics throughout the year and has also proven to be a true team player. President's Award Winner
June 2001
President's Award Recipients were among the top performers in the organization for that year. Regional Superstar Award - North America
June 2008
These awards are given to the most outstanding performers across the organization on a regional basis.
Certifications and Licenses
Benchmark Portal Certified Contact Center Manager
June 2016 to Present
This certification is extended to individuals who attend an intensive course on managing key performance indicators to effect the efficiency of the contact center. It focuses on how one metric affects another both indirectly and directly and what levers one can pull to achieve the desired result. Driver's License
Groups
American Chemical Society
August 1995 to Present
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