glenn mason

Led culture transformation to successfully unify distribution workforces and restore 100% compliance.

Logistics Manager and roles in Customer Service, Distribution, Inbound / Outbound Transportation, EDI Development, and Warehousing. Supported Industrial, Chemical, Health & Beauty, Food & Beverage, Paper, Foodservice, Lodging, and Special Products.

Collaborated with Sales to restructure and re-energize call centers to drive customer intimacy, sales force productivity and key account growth for $4B global laboratory supplies business. Led over 500 experts across 3 continents. ► Developed customer intimacy vision and strategies for “Enhancing the customer experience one interaction at a time” to support the company’s mission of We Enable Science. ► Implemented interaction Net Promoter Score surveys and achieved customer satisfaction of 4.7 on 5-pt scale. ► Reduced 2014 cost / order by 10% to save $2MM while increasing phone service levels by 11%. ► Shared best practices across Europe and Asia for improved sales support, productivity and service failure resolution. ► Coached, mentored and developed talent at every level leading to 50+ promotions.

Transformed 50-person 24x7 call center and field support into high-performance teams handling 1MM patient calls / year for $150MM / year medical device company. Inspired employees to passionately provide world-class education, troubleshooting and reimbursement. Collaborated with Sales to build prescriber relations / solutions and double sales. ► Collaborated cross-functionally as Chairman of BEAT (CardioNet’s stock symbol) Excellence Board to lead company-wide revolution and achieve corporate vision to become a world-class service organization. ► Partnered with Sales to double revenue in 2 years by marketing world-class care to physicians. ► Turned around call center performance within three months, improving call quality by 65% and reducing phone wait times from > 3 minutes to < 10 seconds while also decreasing employee turnover by 80%. ► Developed 21 process and productivity improvements to reduce staff 27% and save $1.4MM / year.

Directed ERP order fulfillment, inside sales, customer care, and global exports for 1MM doctors, hospitals, patients, and national accounts of $10B Rx, vaccine, medical device, and nutritional business with $10MM budget and 125 global employees. Championed leadership and team development culture and programs. ► Overcame reluctant affiliates in 50 countries and built trust to implement SAP system. ► Increased B2B perfect orders from 68% to 85% and improved communications by embracing Six Sigma methodology, developing customer scorecards, and leading cross-functional customer teams. ► Built inside sales teams to launch, sell and support field sales of vaccines and oncology drugs including FluShield®, frozen FluMist®, pediatric Prevnar®, and renal cell (kidney) cancer medication Torisel®. ► Recognized by presidents of McKesson, Wal-Mart, and Whitehall-Robins for award-winning service.

Developed world-class customer care culture providing B2B call center and field training / support to energy and construction customers globally. Inspired 175 internal and outsourced employees across five continents. ► Created vision, mission, and strategies for world-class care through passion, purpose, and growth. ► Built strong client relationships to add $4MM in U.S. annual sales and exceed Asia sales target by 25%. ► Improved Customer Satisfaction (CSAT) scores by 7% and reduced escalations from Tier 1 by 50% in only 3 months. ► Selected by CEO to develop internal / external corporate communication showcasing customer experience.

summa cum laude Activities and Societies: Phi Beta Kappa