Senior Operations Manager
Resume:
Lori C Anderson
Senior Operations Manager
Louisville, KY
***************@*****.***
www.linkedin.com/in/lori-c-anderson
SUMMARY
Dynamic Operations Manager with 25 years of experience leading cross-functional operations. Experienced managing processes, quality, customer service, call centers, technical design, sales, and product distribution. A trusted and results-driven leader recognized for revitalizing underperforming PAP and Reimbursement programs and successfully launching new client initiatives that resulted in additional revenue streams. Known for strategic thinking and cost-effective execution, with a deep understanding of business principles, KPI management, and operational excellence. Chosen as implementation manager for system updates, acquisitions, & most challenging integrations. A proactive, self-driven professional with a proven record of guiding teams to achieve objectives and improve operational efficiency. EXPERIENCE
Cosmo Prof - Senior Operations Manager
May 2022 - January 2026
● Launched and managed ecommerce platform including development of procedures, creation and execution of internal and external training, and division point of contact. Managed goals, presentations, and all operational reporting.
● Responsible for customer support, distribution, marketing, and account management. Created a multiple channel communication strategy, developed and managed escalations procedures, and developed all SOPs.
● Managed cross functional partnerships including brand manufacturers and technical support vendors. Responsible for vendor invoices, issue resolutions, and production of all external communications.
Mckesson - Senior Operations Manager
April 2012 - May 2022
● Launched pharmacy patient assistance and hub reimbursement programs, developed and executed improvements for poorly performing programs, and assisted in development and execution of a new program model creating highly desired manufacturer partnerships & additional revenue.
● Responsible for large and small teams, client satisfaction, pharmacy regulatory compliance, audit grade, quality results, training, REMs programs, reimbursement goals, labor model, SLAs, and KPIs. Developed and led a succession planning program, created customer service dashboards, & managed numerous business reviews.
● Directed cross-functional projects and served as the primary point of contact for new system integrations. Experienced with UAT, FRDs, APIs, and deployments. In 2020, earned the annual Guiding Principle Award in recognition of top performance and leadership in transitioning large teams to a fully remote operating model.
Diabetes Care & Education, INC - Senior Operations Manager June 2006 - December 2011
● Managed operations including call center, insulin division, DME division, distribution, inventory, sales, and education department. Produced all reporting, presentations, & yearly reviews.
● Increased sales by more than 22% in first year, streamlined procedures reducing cost and processing times, and successfully negotiated additional manufacturer contracts.
● Created a customer loyalty program, increased the education department volume by 30%, and reduced wastage by 14%. Established auto delivery of supplies process including opt-in, responsible for hiring, performance reviews, and releases of all staff.
SKILLS
Leadership - Time Management - Process Improvement - Quality Assurance - Client/Account Management - Operational Strategy - KPIs - SOPs - Cross Functional Management - Forecasting - People Management - Product Management - Training Development & Execution - Insurance Reimbursement (Medical & Pharmacy) - Patient Assistance Programs - Pharmacy Regulations & Audits - Distribution & Supply Chain - Digital Platforms - RFPs - Labor Models - Presentations - Goal Setting - Versatility EDUCATION
ITT, Louisville KY
August 2007 -December 2010
Attended 3 years.
Major - Business Administration
Program ended prior to graduation
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