Dianna Kujawski

Experience

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  Bayer Corporation

  Feb 1987 - Oct 2000

  Senior Customer Service Representative

  Interface with shipping, receiving, order entry and marketingSupport for the Sales forceProvide warranty details and product informationManagement of Unauthorized returnsAnswer customer correspondenceValue Chain Team ChairmanReturned Goods Training TeamResolution of receiving department problem shipments and returnsFacilitating Team LeaderCustomer Service Planning Process for Productivity Plus Team Productivity Plus Team Leader/Design Team/Core Team Member Show less

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  Moody's KMV

  Oct 2000 - Jun 2005

  Product Support Specialist

  Technical training and support of proprietary financial softwareAssist with installation and trouble shooting of software products i.e. Access, Oracle, and SQL Adaptive Server Anywhere Support of web based training program and assist users with conversion of data from btrieve to ASCII filesIn-depth knowledge of all supported products Monthly customer issue data reports in Siebel and IAvenueProject team leaderProvide customer Onsite training as requiredProduct Champion for Moody's Avanti/Sales team support Show less

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  Calvary Temple

  Jun 2003 - Jun 2005

  Director

  Missionettes Program Director and Children's Worship Team; Coordinate with Church administration on teaching materials.Responsible for: budget control, teacher training, event scheduling, Activity planning, teacher recruitment and teach classes as needed.

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  Logomark, Inc

  Aug 2005 - Jun 2007

  Customer Service Manager

  Manage a team of 10-12 Customer Care Reps Hire and evaluate team performance. Develop and implement a training program.Process customer complaints and credits.Utilize Shortel call monitoring software.Coordinate resources with other departments to ensure that the customer orders processed in an accurate and timely manner. Integral in implementing a 24-hour order-processing program. Integral in the company reaching #4 in service the industry in one year from previously not rated and #3 the following year. Show less

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  AmerisourceBergen

  Jun 2007 - May 2016

  Served as primary point of contact for all Good Neighbor Pharmacy programs in Orange and San Diego Counties and parts of Inland Empire and Imperial Valley. Ensured pharmacy compliance, and managed customer service for 120 accounts including branding, continuing education opportunities, and providing solutions to customers related to generic drugs, third party networks and pharmacy front end business.  Collaborated with Business Development Manager to identify sales opportunities in retail and long-term care solutions. #1 Pharmacy Solution Specialist in converting customers to new third party network options for the company and achieved 99% of goal for generics revenue and programs. Show less Manager for Third Party Network services helpdesk staff. Build and maintain relationships with PBMsCoordinate weekly and/or monthly calls with PBM's to discuss customer issues, contracting items and any other related issues.Directed the effort to enhance MTM presence in our pharmacies.Manage the Savings Club Programs for network pharmacies. Provide information to our account managers.Attend trade shows to enhance organization presence with Sales team and business associates. Update and review policies and procedures.Organize weekly staff meetings.Manage escalated customer calls.Local committee member for Diversity and InclusionCoordinate time cards and staff schedules. Hire, review, evaluate and train staff. Show less

  • Pharmacy Solutions Specialist

    Aug 2015 - May 2016

  • Training Process Improvement Specialist

    Jun 2013 - Aug 2015

  • Customer Transition Specialist

    Jan 2012 - Jun 2013

  • Manager PBM Network Operations

    Jun 2007 - Jan 2012
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  AmerisourceBergen

  Jul 2016 - Jul 2017

  Customer Onboarding Specialist

  Coordinate with various teams across the company to onboard customers quickly and efficiently. Ensure all required documentation is collected from customers, utilize project management skills when supporting large customer accounts that are being onboarded.

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  Western States Pharmacy Coalition (WSPC)

  Jul 2017 - May 2019

  Improve members’ value by adding strategic business partnerships based on internal and external analytics. To help grow community pharmacies, in our constant evolving pharmaceutical industry, through strong long-lasting partnerships. Initial efforts at WSPC (FY17) increased suppliers by 38%.Streamline processes, tools, and resources that increase efficiency to drive greater sales effectiveness and increased sales productivity. Design and generate dashboards, reports, and statistics that support better decision making and process improvement within the organization. Key Competencies:• Event management: meetings & conferences• Facilitating classroom, webinar, and one-to-one presentations• Training and development of customer service teams• Process improvement and organizational communication• Fulcrum for pharmaceutical Sales and Marketing support• Salesforce.com administrative support Show less

  • Business Operations Manager

    Oct 2018 - May 2019

  • Sales Operations Partner

    Jul 2017 - Oct 2018
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  Smart Source, LLC

  Jul 2019 - Jan 2022

  Customer Service Manager

  Manager for a remote team of 14 customer service reps General Office ManagementSupport of all team membersSupport and follow-up for the local sales teamDevelop Customer Care team representatives through coaching and performance management, educating the team through the lens of our customers. Managing the support of customer orders through billing using Demand Bridge and Smart Sheets, to ensure the highest levels of customer satisfaction. Supporting customer/client accounts on Four51 and Marcom platforms.Performs Team Management activities including hiring, tracking of time and attendance, team member counseling, scheduling, evaluating work performance, and assisting in skill development. Coach team members on approaches and best practices for thoughtful customer interactions, root cause analysis, and successful issue resolution.Collaborate with senior management to develop goals, objectives, and measures for the assigned areas in light of overall department and organization strategies. Responsible, along with senior management, for the development of short-and-long range plans for assigned area and for providing input into global strategy as it relates to customer experience.Manage escalations by coaching the Customer Care staff or by speaking directly with internal and/or external customers.Identify and drive operational improvements in the Customer Care team to ensure best practices and process efficiencies.Recommend and develop new policies and processes for allocation, reserving, and order prioritization as needed based on changing trends, product allocation challenges, and process inefficiencies.Monitor performance metrics on a weekly and monthly basis to ensure compliance to processes and to identify training opportunities. Show less

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  Service Alternatives

  Jan 2022 - now

  Area Manager, Service Alternatives Training Institute

  Responsible for the oversight of training service delivery within our organization, programs, or geography as assigned. Areas include fiscal management, WAC’s, contract and CARF requirements. Supervisor for the Training Specialists. Responsible for the day-to-day oversight of the Training Specialists and training service as they align with the Service Alternatives mission, vision, and values. Delivery of training as required and needed by SA and SATI, including but not limited to Introduction to Elemental Leadership, First Aid/CPR, Your Organized You, other leadership development courses. Lead training outcomes and teams with regard to the Service Alternatives values. Show less