Career Highlight:
Commended by CFO for mission-critical turnaround of dysfunctional Purdue Pharma departments
Combined customer service and credit function experienced 60% annual turnover, low productivity / morale, and no documented procedures, yet transacted $5 million daily controlled substance product sales. Function failed to anticipate major customer bankruptcy with resulting $6 million A/R write-off.
Segregated customer service and credit / collections functions; hired two senior personnel to re-engineer. Developed world-class customer relationship management education curriculum to raise bar on performance.
Developed / systematized standard procedures, conceived / designed first ever customer satisfaction survey with top 10 wholesalers. Established product teams for all customer interactions. Maintained supporting documentation to assess staff needs / competency levels. Proposed incentivizing function via formalized individual and team recognition programs.
Strategic Impact
- Improved customer satisfaction 65+% within 18 months, increased team morale / productivity, lowered turnover, and reduced replacement / training costs.
- Instituted individual development plans to achieve / require core competency mastery before promotion, cross training, or departmental transition.
- Put departments on a firm track for excellence — proven by zero major A/R write-offs for three years after personal involvement in project ended.
- Established first-ever synergies with sales, marketing, distribution, and supply chain departments. Built lasting positive relationships with external vendors.
- Publicly acknowledged by VP Finance / CFO and EVP Field Sales for turnaround.
- Purdue Customer Service / Credit Team members and management (via 360° Review)
Dawn Little, Holistic Business Strategist •
