Richard Hardin

Experience

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  Ondeo Nalco Co

  Jan 2000 - Jan 2010

  Regional Manager

  Effectively handled diverse product lines, including pharmaceutical, institutional, industrial, and veterinary medicine, catering to a wide range of customer needs. Successfully managed sales and service accounts across the southeastern US, covering a vast territory spanning from New Orleans to Miami.Demonstrated exceptional sales performance by growing the territory from zero sales to generating an impressive $3.5 million in annual revenue, showcasing strong business development skills. Served as the primary point of contact for marketing material production, ensuring effective and targeted communication with clients and prospects. Provided oversight for logistics, warehousing, and shipping operations within the territory, ensuring timely and efficient delivery of products to customers. Built and maintained strong relationships with vendors and distributors, fostering collaboration and support to enhance client relationships and expand market reach. Played a key role in product development and sales, catering to both private label products for distributors and branded products for end-users, meeting diverse customer preferences and driving sales growth. Show less

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  State of Florida

  Jan 2010 - Jan 2012

  Facility Inspector

  Conducted thorough reviews of medical records, ensuring accuracy and completeness to maintain high-quality patient care standards. Successfully served as a health facility evaluator for the state of Florida, ensuring compliance with state and federal regulations in healthcare facilities. Demonstrated expertise in handling complaints, efficiently fielding and addressing concerns from patients and stakeholders.Conducted investigations to determine possible violations of state and federal statutes, taking appropriate action to rectify any non-compliance issues. Played a crucial role in promoting patient safety and quality of care by upholding regulatory standards in healthcare facilities across the state of Florida. Show less

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  University of Florida College of Medicine

  Jan 2012 - Jan 2017

  Client Services Manager

  Solely responsible for the hiring and training of couriers and call center staff, building a skilled and competent team to support operations. Successfully managed all client services personnel across pathology laboratories and medical draw stations, ensuring efficient and high-quality service delivery to clients. Implemented Salesforce for both internal use and the outside sales team, enhancing customer relationship management and sales processes. Collaborated closely with inter- and intra-departmental teams within the laboratory to develop client-facing training videos and sample collection tutorials, improving client understanding and satisfaction. Represented UFHPL at conferences throughout Florida, showcasing the organization's services and building professional networks. Show less

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  University of Florida College of Veterinary Medicine

  Jan 2017 - Jan 2021

  Client Services Manager

  Oversaw a total team of fifty-two personnel across six departments and thirteen specialty services, fostering collaboration and ensuring smooth operations. Successfully managed the hiring, training, and development of client services functions within the hospital, ensuring a highly skilled and capable team. Acted as a key liaison to vendors and contract holders, effectively managing contracts and negotiations to optimize services and resources. Provided direct oversight of the Salesforce platform, leveraging its capabilities to enhance customer relationship management and drive operational efficiency. Managed the hospital-wide Humanity scheduling and time reporting software, streamlining workforce management and ensuring accurate time tracking and reporting. Effectively led the accounts receivable personnel, implementing strategies to optimize revenue collection and reduce outstanding invoices.Demonstrated strong financial acumen by overseeing outstanding invoice and revenue collection, ensuring timely payments and financial stability for the hospital. Show less

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  LightDeck Diagnostics

  Jan 2021 - Jan 2022

  Director Of Customer Success

  Successfully established the commercial department in collaboration with the CMO and HR, leading to improved operational efficiency and effectiveness. Developed comprehensive policies, procedures, and best practices for the commercial department, ensuring consistency and compliance across the organization. Implemented a robust hiring process, resulting in the recruitment of talented individuals who contributed to the department's success. Designed and implemented a reporting structure, enabling efficient communication and decision-making within the commercial department. Defined, tracked, and drove key performance indicators (KPIs) and metrics, leading to enhanced performance and productivity across the department. Managed all incoming customer and distributor communications, ensuring prompt resolution of issues and maintaining high customer satisfaction levels. Leveraged the NetSuite ERP system for order processing, data mining, and consolidation of customer data and client leads, facilitating exceptional customer service support for both internal and external stakeholders. Developed and delivered training modules and applications for manufacturing, formulations, shipping, and onboarding, enhancing the skills and knowledge of employees. Created user-friendly web-based and mobile applications for clients and salespeople, streamlining the instrument sales and support function and improving overall customer experience. Show less

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  EPac Flexible Packaging

  Jan 2023 - Jan 2024

  Director of Customer Solutions

  Responsible for the development and implementation of a newly created customer solutions center and team in order to establish protocols, KPI s and operating standards for incoming customer service requests. In partnership and collaboration with the ePac Inside Sales team, responsible for ensuring excellent customer satisfaction by building protocols, metrics, and processes to allow a team of Customer Solutions Representatives to quickly respond to and resolve customer inquiries, complaints, and problems that may arise. Serves as an escalation point for more complex customer solutions needs. Show less