Cassondrea Livingston

At Cardinal Health, I excelled as a Sales Support Associate, leveraging strong organizational skills and customer relationship management to enhance team productivity and customer satisfaction. My adeptness at complaint resolution and customer needs assessment significantly contributed to achieving sales targets and fostering customer loyalty.

My responsibilities are and have been to,

Exit Amigo Calls inside and outside of business hours including weekends to troubleshoot customer issues to ensure product was received

Rise to the occasion for Flu and Covid especially during distribution season for Flu and Covid

Point person for everything FLU and COVID and leads the initiative on keeping the team informed

Ensuring new employees are trained and comfortable prior to their go live date and always being a liaison and mentor when needed.

I represent Flu and Covid in multiple meeting across the organization, internal and external. Meeting with Topco, Baptist and CAH Teams providing insight and problem solving on issues related to both the current and upcoming seasons of flu staying ahead of potential problems and addressing issues as they arise to ensure a resolution on a small scale before they can become larger. Working directly with the DC's, Adam and Darrell. - I am and have been available to jump on calls after hours and on weekends to resolve any unexpected issues. When there are unexpected issues with shipping on the DC level, we were able to log in locate the correct DC contacts, get it resolved and product out the door and on a flight. We tracked flights into the night and set up a courier service to receive the vaccines and deliver once on the ground. I Kept the customer updated, providing new delivery times and expectations. Logging back in 2 hours prior to the start of my shift to ensure there were no unexpected issue between 9pm when we logged off and 5am when I logged back on. I work with IT to conduct multiple trouble shoots on the weekends to identify and resolve any portal issues. This has lasted as long as 10 hours starting at 7pm ending at 5 am on Saturdays. Over the past two years I have asked for more responsibilities and taken on special projects to learn as much as I can about the functions of other roles within our division, with the goal of closing any gaps and to help better our team prevent and resolve future issues.
Ensuring the Flu / Covid Nemo tickets are not going unanswered, I have taken on the responsibility of monitoring quick base and triaging all incoming tickets to my team and myself. I have assisted with the training of each new member to the Flu and Covid teams. Contracted and new hires, teaching them the functions of each teams operation and assisting each individually in areas that they may struggle in. I created a list of most asked questions for both teams and shared them with anyone joining the team or assisting us with any special projects or campaigns. I have attended monthly scheduled covid meeting with the CDC to discuss covid updates. I am also included in meeting internally, covid related to offer input and share any new information and updates with our Covid team so that we are always aligned with the latest updates. I often work weekends to run and upload covid reports into the CDC database. I have received several Bravos for my work on special projects and for post call surveys. I will be attending RBC this year as a Flu and Covid expert. I look forward to the opportunity to meet with our current and future customer, answer questions they may have and share our amazing practices. Being a point of contact for Topco, CHS and Baptist Health, providing them with a white glove service, working directly with their administrative point of contacts and individual ship to locations contacts via calls and email to ensure orders processed by the customers flow properly. Also keying orders on their behalf when needed. Post shipping season I have worked directly with them to process their returns and ensure they have all the needed documents to return any unused product. I also worked directly with Adam, Darrell and GSK to initiate the return of their GSK vaccines that were still in the DC. This process required us to create a Bill only invoice for Baptist and Topco getting approval from GSK to return on their behalf, as all GSK return are normally initiated by both directly to GSK. CAH is not normally a part of this process. During distribution season I run multiple reports daily to identify any possible issues and resolve before the customers are impacted. During distribution season, I import and Allocate orders for our large accounts ensuring any failures or issues are addressed and or corrected. Orders that can't be corrected I identify and resolve accordingly. I reach out to the customer to make them aware there was an issue and provide new delivery time frames. Weekly calls are scheduled with Jodi Arreguin, Diana McDavitt and other CAH members including the warehouse members to discuss any existing issues and to resolve to ensure they don't continue to be issues for our customers. Worked through a list of pain points from the current season to create better processes for the upcoming season. I have attended RBC and ASHP as a representative of CAH and the Flu / Covid team working hand and hand with current and future customers. I work with our Training Team to ensure all training information and best practices for the Flu / Covid team is updated and available. With solid background in supporting sales teams and enhancing customer satisfaction. Proven ability to streamline processes and assist in closing deals by providing thorough documentation and timely support. Demonstrated excellence in multitasking and problem-solving within fast-paced environments.