Transitioned From The Pharmacy / Retail Industry Into #Tech
Former Manager of Pharmacy and Retail with 6+ years of leadership experience versed in GROW InsideOut coaching methodologies, running profitable day-to-day businesses and developing successful teams. Previously held 12+ years of multiple roles in the Pharmaceutical, Beauty and Retail Industry with extensive knowledge in planning, resourcing, and execution of major projects. 1+ year of professional experience as a Software/Web Developer creating unique websites, web apps and other products for local and nation-wide businesses after a career switch into tech. Hoping to one day find a role best suited for all translatable experiences combined.
Experience
Product Support Engineer II
UKG (Ultimate Kronos Group) • Lowell, MA
- Maintaining consistently high resolution rates for intricate software issues, ensuring prompt problem-solving and achieving a 100% ISAT individual customer satisfaction while supporting UKG's PRO Workforce Management timekeeping platform
- Contributing to 25% of the team's total case resolutions (1.8k) within 8 months by employing diverse support models such as case interactions, phone, and email to assist UKG customers and partners
- Streamlining collaboration with cross-functional teams, including UKG PRO Solution Specialists, Integrations, Cloud and Software Engineering teams, resulting in timely resolutions of complex technical challenges, bug fixes, and version control patch rollbacks within components interacting with Google Cloud Services
- Leading the development and delivery of comprehensive training materials, tools, and applications for internal teams, bringing in a notable 20% improvement in team performance, enhancing efficiency and proficiency while addressing client case inquiries
March 2023 - Present
Software / Web Developer
Phoenix Afterglow • Burlington, MA
- Designed and developed user-friendly, SEO optimized live websites and web-based applications for 40 businesses using HTML, CSS, JavaScript, Bootstrap, and CSS/JS libraries leading to their improved marketing and an average increase of 15% in profit
- Communicated with clients, building products, offering SaaS solutions improving searchability and convenience for businesses in industries such as: Specialty Trade Contractors, Retailers, Restaurants, Health & Wellness, Real Estate, Home Improvement, Travel
- Integrated back-end SaaS eCommerce and inventory databases into based web apps for 3 local businesses with full shopping cart and payment functionalities that drastically improved the owner’s, staffs’ and their clients’ user experiences
- Restructured company procedures and workflows including revising official HR policies, SOPs, onboarding, building high-end work PCs, upgrading software, and introducing industry relevant tools for increased productivity during each project’s lifecycle
March 2022 - March 2023
Bioproduction Group I
Thermo Fisher Scientific • Bedford, MA
- Production of POROS chromatography resin and provided assistance to maintenance/distribution as needed
- Worked with Manufacturing teams to perform all tasks on batch records created by Scientists and Chemical Engineers
- Helped manufacture multiple POROS products used as an antitoxin to help separate impurities used in commercial bioprocesses
- Learned and performed cGMP, GDocP while using Delta V systems. Utilized SAP software for inventory control
October 2021 - March 2022
Manager of Pharmacy and Retail
WALGREENS BOOTS ALLIANCE INTERNATIONAL/CO. • Greater Boston, MA
- Managed 25 direct reports including Assistant Managers, Supervisors, Pharmacy Managers, and Rx Technicians
- Coached 4 Management Trainees through passing WBA’s university work assignments where key ideas and strategies in Digital Adoption were later implemented in the company’s future initiatives and the mentorship also led to their promotions
- Leveraged all data, analytics, and operating statements to set up daily/weekly/monthly action plans for leadership teams to help the company meet target all goals in overall sales, 90 day Rx scripts, payroll usage, and customer/patient care NPS
- Created training procedures, templates, guidelines and tools used district wide which resulted in increased leadership engagement, improved onboarding and an average employee retention increase by 25%
- Achieved exceptional customer Net Promoter Scores and Rx patient care STARS ratings for consecutive years
September 2007 - May 2019
District Project Manager
- Provided overall project management, collaboration, strategy and oversight on major transformation project in merger with U.K. company to meet company and stakeholder expectations that resulted in promotion to Manager of Pharmacy and Retail
- Led district leadership team of 8 to implement new cosmetic lines such as No7/S&G into 8 locations in the area
- Coordinated with at least 8 cross functional teams such as 3rd party vendors, small contractors and mid to large sized suppliers located on and offsite to accomplish project results successfully within the given time frame
Assistant Manager of Operations / Supervisor
- Managed 15 direct reports ranging from Pharmacy Tech Trainees to Customer Service Associates
- Utilized Kronos to maintain time cards and bi-weekly payroll; Workforce for scheduling, PTO and overall budgeting
- Reduced carrying costs on all inventory including third party vendor products and became a coach in inventory management and best practices for all 4 tiers of volumes across the 6 different locations managed throughout time as ASM
- Became reverse logistics (1506) subject matter expert for each products’ inventory life cycle and reduced losses on waste and shrink by an average of $900 a month while correcting processes to earn proper credit totals for each 1506 task