Customer Service Medical Surgical

TOUSHI JAMES

**** **** **** ** ******, GA ***** ***********@*****.*** 678-***-****

Seasoned Senior Trainer with 15+ years of experience in customer service training and process improvement within the healthcare distribution industry. Proven expertise in developing and implementing comprehensive training programs that enhance onboarding efficiency and team performance, with a focus on utilizing Salesforce and technology-driven solutions. Adept at mentoring trainers and coordinating training initiatives across diverse teams, including outsourced personnel, leading to measurable improvements in customer satisfaction and operational efficiency. Recognized for innovative training methods, including dynamic e-learning modules, and for fostering a culture of continuous improvement through effective leadership.

Training Design & Development

Mentorship & Coaching

Virtual Training Facilitation

Performance Improvement

Change Management

Quality Assurance

Process Optimization

Public Speaking

Project Management

Cross-Functional Collaboration

Feedback & Evaluation

Relationship Management

PROFESSIONAL EXPERIENCE

Senior McKesson Medical Surgical Corporate Trainer December 2022 – Present

McKesson Medical Surgical – Suwanee, GA

Spearheaded the development and implementation of training modules for sales managers and assistants, enhancing onboarding efficiency for new customers.

Delivered targeted training sessions on the Salesforce dashboard for sales teams and managers, equipping them to identify trends and coach for performance enhancement.

Trained an outsourced team in India on the recall process and procedures, improving their capability to assist customers and decreasing response time.

Updated all training Standard Operating Procedures, ensuring compliance and consistency across training initiatives.

Mentored customer service trainers to elevate their coaching abilities, cultivating a culture of continuous improvement and increasing team performance ratings.

Coordinated back-office training for Rep One Stop Coordinators, streamlining processes and enhancing support capabilities for account managers.

Managed projects with a 25% travel commitment, strengthening client relationships and contributing to overall business growth.

Customer Service Senior Trainer July 2021 – December 2022

McKesson Medical Surgical – Suwanee, GA

Conducted training sessions for account managers on the latest Salesforce upgrade, enhancing their skills and ensuring seamless adoption of new features.

Trained a large team of back-office employees on new technology and processes, significantly improving overall productivity and streamlining onboarding procedures.

Trained Senior Agents on DEA requirements for 222 forms, drug classification and the ordering process

Champion the switch from ordering pharmaceutical from a third party vendor to McKesson Pharmaceutical

Delivered training on Cisco Finesse and Jabber Phones for staff, which improved team communication and reduced response times across departments.

Effectively managed the virtual training of new hires from onboarding through nesting, fostering a supportive environment that promoted strong retention rates.

Partnered with leadership to review Salesforce survey results and proposed actionable strategies that led to measurable improvements in customer service satisfaction.

Created a mentorship initiative for junior trainers, enhancing their skills in delivering training and ensuring a consistent experience for new hires.

COVID Vaccine Management Team August 2020 – July 2021

McKesson Medical Surgical – Suwanee, GA

Developed and implemented targeted training programs that optimized vaccine distribution workflows, fostering better inventory management and effective real-time collaboration among team members.

Facilitated training sessions for over 50 project members on the Falcon Millennium Project, significantly improving the efficiency of COVID vaccine kit preparation, COVID vaccine distribution, and government storage procedures.

Conducted virtual training for the COVID Vaccine Temporary Team, ensuring smooth execution of Operation Hyperdrive and enhancing overall team cohesion and performance in COVID vaccine distribution efforts.

Customer Service Trainer June 2016 – August 2020

McKesson Medical Surgical – Suwanee, GA

Engineered targeted training sessions for back-office staff on credits and JD Edwards 9.2 functionalities, driving a 30% boost in operational efficiency and shortening onboarding timelines.

Crafted and launched specialized Salesforce training programs for phone and email agents, empowering over 100 representatives and leading to a 40% increase in case resolution efficiency.

Orchestrated leadership training on Cisco Finesse upgrades, achieving enhancements in reporting accuracy.

Partnered with Salesforce developers and sales teams to refine the credits and reason codes framework, resulting in faster case resolution time and improved customer satisfaction metrics.

Developed dynamic e-learning modules using Articulate Storyline, effectively training more than 200 customer service representatives and improving knowledge retention over conventional training methods.

Facilitated training across multiple locations, traveling over 40% of the time to deliver impactful education to customer service representatives, which led to consistent performance enhancements.

Integration Customer Service Trainer February 2013 – June 2016

McKesson Medical Surgical – Suwanee, GA

Led the development and delivery of training programs for newly acquired Physicians Sales and Services (PSS), significantly enhancing the onboarding experience for customer service representatives.

Facilitated on-site training at various PSS locations, equipping customer service teams with vital McKesson Medical processes and procedures, which improved service delivery capabilities.

Engineered tailored training modules to streamline the transition of PSS to McKesson’s pharmaceutical systems, minimizing integration challenges and ensuring a smooth changeover.

Directed training sessions for PSS customer service representatives on a new Cisco phone system, enhancing their call handling skills and improving overall communication efficiency.

Managed "Train the Trainer" workshops for subject matter experts (SMEs) on McKesson policies and 9.1 systems.

Collaborated with Operations and IT teams to optimize the order transfer process from PSS system to McKesson.

Quality Assurance Coordinator & Trainer – Southeast Customer Service April 2008 – February 2013

McKesson Corporation – Suwanee, GA

Trained a diverse group of over 50 customer service representatives on essential policies and procedures, significantly enhancing first-call resolution rates.

Lead the quality monitoring program for the Southeast Customer Service Center, implementing targeted evaluations and coaching that led to notable improvements in call quality.

Analyzed performance trends among customer service representatives, collaborating with supervisors to establish actionable performance goals that improved service delivery and reduced customer complaints.

Oversaw quality assurance testing for a major JD Edwards system upgrade, partnering with system developers to draft scripts and scenarios that ensured a smooth transition.

Conducted weekly calibration calls with other customer service centers, successfully aligning call quality standards across the organization and fostering greater consistency in customer interactions.

Guided new Quality Assurance Coordinators in call scoring procedures, enhancing team effectiveness while leading the creation of a new training manual that streamlined the onboarding process.

Customer Service Account Representative September 2005 – April 2008

McKesson Corporation – Suwanee, GA

Researched and placed orders for medical products.

Answered calls from doctor’s offices and surgery centers about ordering medical products

Tracked orders from Distribution centers and vendors

Drop shipped orders from vendors to customers

Refunded customers for returns credit customers for mis-shipments

ADDITIONAL EXPERIENCE

Poll Manager November 2020 – Present

Gwinnett County Elections – Dacula, GA

Quality Assurance Coordinator & Trainer January 2004 – March 2008

McKesson Corporation – Suwanee. GA

Flu Vaccine Coordinator January 2003 – January 2004

McKesson Corporation – Suwanee, GA

Account Representative & Customer Service Representative September 2001 – January 2003

McKesson Corporation – Suwanee, GA

EDUCATION

Bachelor of Science in Business Administration & Project Management December 2006

DeVry University – Duluth, GA

CERTIFICATIONS & TRAINING

Project Management Certificate – McKesson Center for Learning July 2015

Train the Trainer Certificate June 2013

Six Sigma Green Belt July 2014

Situational Leadership Training March 2013

Successful Coaching Relationship Training February 2013

Basic Presentation Skills Training January 2013

HONORS & AWARDS

Spotlight Award 2023 July 2023

Excellent Performance Award July 2014

McKesson Medical Surgical Individual Excellence Award – 3rd Quarter June 2013

TECHNICAL SKILLS

Articulate Storyline Cisco Finesse Humanify CUIC Reporting Concur Microsoft Office

Oracle JD Edwards One World 9.2 Version SAP Salesforce Verint Witness

Contact this candidate