DARLENE SHELTON

Sugar Land, TX 77478

(281) 520-7538 dshelton858@gmail.com www.linkedin.com/in/darleneshelton1

PROFILE: CLIENT RELATIONS MANAGER

Accomplished professional with a proven record of developing and implementing service operating strategies and customer
implementation plans, individually and through teams, that improve the customer experience and achieve customer objectives.

Polished customer relations manager with an unwavering commitment to customer satisfaction that drives revenue, customer
loyalty, and referrals. Excels in listening to customer needs, articulating product/service benefits, and recommending solutions
that provide value to both employer and customer. Record of successfully leading large-scale, multimillion-dollar projects
focused on implementation of diverse solutions, successfully guiding internal and field-based teams through all stages of the
product lifecycle. Committed to initiating and executing fundamental change initiatives that improve client satisfaction through
operational improvements.
Passionate about teaching employees to align customer needs and service solutions with strategic objectives, identify the best
solution for each customer, and turn problems into opportunities. Proactively reaches out to strategic clients on a regular basis
to ensure a client first mentality. Inspirational leader who drives excellence enterprise-wide through personal example,
employee development, and operational improvements.

AREAS OF EXPERTISE
Operational Excellence Business Planning Continuous Improvement Key Client Management Project Management
Forecasting Project Planning Process Improvement Sales Support Solution Development Product Positioning
Cross-Functional Team Leadership Customer Service Employee Development Problem Solving User Support & Training

SKILLS & CAPABILITIES

Owning client relationship and acting as the escalation point for all programs, services, projects, and operational
performance issues, developing lasting relationships that foster strong client ties.
Building and coaching effective local customer teams, sharing client/account ownership while allowing employees to
be responsible for their own work to define success in terms of total team performance.
Managing the day to day activities for client projects from start to completion, including assisting with postimplementation analysis to ensure that requirements are fulfilled.
Performing audits and periodic internal reviews to make sure proper business management practices are followed
throughout client implementations.

PROFESSIONAL EXPERIENCE
CAREFUSION CORPORATION
OPERATIONS MANAGER / MANAGER, PRODUCT IMPLEMENTATION 2004-2015
Directed all aspects of daily operations for South and Southwest Texas territory, overseeing product implementation, time and
payroll approval, budgeting, sales support, and customer relationship management. Developed business plans that defined
implementation goals for the territory and provided implementation forecasts to the Implementation Director. Served as the
point of escalation for implementation issues and all customer issues. Recruited, trained, and supported a high-performance
implementation team of 36 direct reports.
Major Achievements:

Selected by senior leadership to manage strategic customer accounts in the Houston, TX area, including Memorial
Hermann Health System, MD Anderson, Harris Health System, and UTMB.

D A RLE NE S H E LT O N

(28 1) 5 20 - 75 38

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Significantly improved customer satisfaction by providing increased onsite management visibility and accountability,
holding routine on-site meetings, and improving correspondence with strategic accounts.
Received higher than average team satisfaction scores, ranking in the top 15% overall, specifically: 88.5% for
engagement (average of 83.1%), 86.1% for management (73.4% average), and 82.3% for values (75.5% average).
Streamlined the new employee hiring process, decreasing turnaround time to fill open positions by 50%.
Increased involvement 40% from cross-functional groups in national calls for flagship products, resulting in more open
communication and product resolution between the groups.

CARDINAL HEALTH, INC.

SYSTEM ANALYST/PROJECT MANAGER 2000-2004
Multi-focused position acting as a Field Analyst, Implementation Lead, and Project Manager for strategic accounts and large,
high-profile application/system installations. Responsible for the development, execution, and maintenance of detailed project
plans as well as project milestones that meet customer and business expectations and drive overall project success. Led
customer training and support for all products, including presenting product updates and enhancements. Simultaneously
mentor junior team members on software applications and new products.
Major Achievements:
Supported organizational revenue goals by leading cross-functional implementation teams in large complex medication and
supply device installations for strategic accounts.
Served as team training lead to ensure compliance and adherence to implementation processes and project
methodologies.
Maintained accuracy in revenue and resource planning by closely monitoring project timelines and making sure all
deadlines were met, preventing the need for additional resources and/or budget extensions.
Functioned as CII Safe Product Lead, working with a cross-functional team to review/identify product concerns, announce
enhancements, and ensure field and customer education.

CAREER DEVELOPMENT
MOSES CONE MEMORIAL HOSPITAL, INC. AUTOMATION SYSTEM MANAGER
Oversaw implementation of medical devices and provided medical device training for pharmacy and nursing personnel.
Directed deployment of automated devices enterprise-wide, transforming the facility from 0% automated dispensing
systems to 100% install base.
AMERICAN ASSOCIATION OF PHARMACY TECHNICIANS OFFICE MANAGER
Held authority for all daily administrative activities, including forecasting and maintaining operational budget, coordinating
fund raising activities, managing office staff, and overseeing publicity vehicles such as newsletters and websites.
Coordinated local, regional, and national association meetings as well as national convention, including establishing
timelines, meeting sites, content, and attendee participation.
EDUCATION & PROFESSIONAL DEVELOPMENT
Coursework in Business Administration
ROCKINGHAM COMMUNITY COLLEGE