Sharale Patrice Gray
Greensboro
Summary
Dynamic Client Service Manager with a proven track record at Marsh McLennan Agency, excelling in client relationship management and policy compliance. Achieved a remarkable increase in customer satisfaction ratings by developing effective communication strategies. Proficient in Sagitta and ImageRight software and committed to delivering exceptional service while fostering teamwork and collaboration.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Client Success Manager/Licensed Insurance Agent
Marsh McLennan Agency Insurance
Greensboro
01.2023 - Current
- Developed client success strategies to enhance customer engagement and satisfaction.
- Managed key client accounts, ensuring timely communication and support.
- Collaborated with cross-functional teams to resolve client issues effectively.
- Implemented proactive measures to improve service delivery and client retention.
- Trained and mentored junior staff on best practices in client management.
- Conducted regular client meetings to assess needs and gather feedback.
- Analyzed client data to identify trends and recommend solutions.
- Identified new business opportunities through account management activities.
- Performed ongoing analysis of competitors' offerings in order to stay ahead of the curve.
Pharmaceutical Sales Account Manager
Independent Pharmacy Distributor
04.2023 - 06.2025
- Conducted outbound calls daily to gain new customers and accepted inbound calls from current customers.
- Monitored Negotiated contracts and prices based on the price changes in the industry.
- Educated consumers on product features.
- Customer relationships.
- Aided in all teams meeting or exceeding sale goals.
- Coordinated sales efforts with marketing the marketing team.
- Excellent customer service.
- Built and maintained customer relationships.
- Managed each sales project for new product, and price deals for clients.
- Managed the tech support team which focused on assisting clients w/ online purchases.
Assistant Market Manager/ Hybrid 2nd shift
CRST Home Solutions
High Point
08.2021 - 03.2024
- Managed and instructed delivery teams to ensure exceptional customer service is provided and proper techniques are utilized daily.
- Managed all contractor/customer claims and processed efficiently.
- Managed contractor payroll weekly.
- Increased customer service ratings from 1 star to 5 stars within three months by developing systems to reward and acknowledge sub-contractor teams for excellent service.
- Trained, mentored, and coached employees on company policies, procedures, and best practices to achieve consistent performance levels across all shifts and departments.
- Supplied all OSHA information, updates, and compliance documentation to all contractors, staff members, and client.
- Developed and maintained relationships with key customers and vendors.
- Produced weekly status reports regarding project progress and other related metrics.
- Coordinated with external agencies to ensure successful execution of promotional campaigns.
- Prepared monthly reports on sales performance and presented findings to senior management team.
- Supervised a team of marketing professionals in order to ensure timely completion of projects.
- Collaborated with creative teams to develop advertising materials for print publications or digital platforms.
General Operations Manager
American Medical Distribution
Whitsett
07.2014 - 06.2021
- Enforced on-time and emergency deliveries to correct client shipment errors and salvage 67% of business relationships.
- Identified discrepancies in inventory and eliminated losses to correct 89% of merchandise issues.
- Managed and coordinated with freight companies, sister locations, vendors, sales reps, and customer to ensure excellent communication and provide valuable updates on order status and merchandise locations.
- Managed Q/A on orders prior to shipping
- Managed 75 customer service representatives, pickers, packers, and delivery teams to complete daily operations.
- Managed accounts payable/receivable.
- Developed and enforced marketing plans and strategies.
- Built strong operational teams to meet process and production demands.
- Ensured all medical shipments were handled with 'white glove' care.
- Developed marketing plans and strategies which aided In the purchase increase from the client.
- Medical terminology proficient.
- Managed all major shipment special projects for all VA hospital locations.
- Conducted hiring events, interviews, and training upon official hiring.
- Trained all employees on OSHA rules and regulations.
- Developed and implemented operational policies to enhance workflow efficiency.
- Trained and supervised staff on best practices in operations management.
- Collaborated with suppliers to streamline procurement and reduce costs.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
Remote Technical Support Manager
Turbo Tax
12.2017 - 07.2018
- Managed high volumes of inbound calls via a multi-lined phone device to promptly answer customer inquiries.
- Provided one-call resolution for concerns, quickly address tax issues and researching appropriate solutions.
- Provided troubleshooting support for technical issues in easy-to-understand terms.
- Managed customer account updates, including verifying contact and demographic information.
- Managed all customer complaints and escalated incidents.
- Provided training opportunities for all employees with updated technical information.
- Conducted multiple weekly in-person and Zoom meetings to aid in tracking progress effectively.
Shipping/ Quality Assurance Manager
IntegraCore
05.2012 - 10.2014
- Awarded for 'Best Customer Service' for four consecutive months.
- Quickly resolved all shipping discrepancies and customer escalated incidents.
- Toggled between several monitors and computer applications to research solutions to customer issues.
- Managed Scheduled orders based on client and delivery availability to increase efficiency.
- Managed accounts receivable to promptly collect revenue.
- Trained all new hires, ranging from CSR reps to forklift drivers and cherry pickers.
- Project Management during bulk inventory removal.
Logistics Account manager and Coordinator
Atrium Windows
12.2010 - 03.2012
- Managed more than 380 individual and corporate accounts, collaborating with 28 sales professionals over two states.
- Supported sales reps in opening new accounts and upgrading existing services to increase revenue.
- Managed logistics operations to ensure timely delivery of products.
- Coordinated with suppliers to optimize inventory management processes.
- Utilized ERP systems to track shipments and monitor inventory levels.
- Oversaw transportation schedules to maximize efficiency and minimize delays.
- Analyzed shipping data to identify trends and improve logistics strategies.
- Provided training and support to junior staff on logistics best practices.
- Coordinated with internal teams such as sales, marketing, finance, and operations to ensure successful delivery of products and services to customers.
- Resolved any customer issues or complaints in a timely manner by working closely with other departments within the organization.
- Evaluated performance metrics such as on-time delivery rate and customer satisfaction scorecard results.
- Conducted research on emerging trends in global logistics practices that could benefit the company's long-term goals.
Customer Service Team Lead
Sears
Greensboro
08.2008 - 11.2010
- Trained new staff on company policies and customer interaction techniques.
- Resolved escalated customer complaints efficiently and effectively.
- Monitored team performance to ensure adherence to service standards.
- Coordinated scheduling to optimize team coverage during peak hours.
- Collaborated with management to align team goals with company objectives.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Located products through extensive researching and arranged for drop shipments for items located at different facilities.
- Reviewed backordered products on daily basis, checking item availability and efficiently clearing shipping queues.
Education
Bachelor of Arts - Business
North Carolina Agricultural & Technical University
Greensboro, NC11.2025
High School Diploma - Pfafftown, NC
Ronald Reagan High School
Pfafftown, NC06-2008
Skills
- Customer service
- Client relationship management
- Team leadership
- Project management
- Sales strategy
- Communication skills
- Data analysis
- Policy compliance
- Problem resolution
- PPE compliance
- Interpersonal communication
- Excellent communication
- Teamwork and collaboration
- Active listening
- Research
- Microsoft office, Sagitta, ImageRight, Fedex/UPS shipping, WorkDay, Sharepoint, Zoom, Teams, Narvar, CRM, Quickbooks, Paychex flex, DocuSign, Adobe, ADP Run, and Just Works Software Proficiency
Certification
- Property & Casualty Insurance (48 STATES)
- Forklift License
- CPR Certified
Timeline
Pharmaceutical Sales Account Manager
Independent Pharmacy Distributor
04.2023 - 06.2025
Senior Client Success Manager/Licensed Insurance Agent
Marsh McLennan Agency Insurance
01.2023 - Current
Assistant Market Manager/ Hybrid 2nd shift
CRST Home Solutions
08.2021 - 03.2024
Remote Technical Support Manager
Turbo Tax
12.2017 - 07.2018
General Operations Manager
American Medical Distribution
07.2014 - 06.2021
Shipping/ Quality Assurance Manager
IntegraCore
05.2012 - 10.2014
Logistics Account manager and Coordinator
Atrium Windows
12.2010 - 03.2012
Customer Service Team Lead
Sears
08.2008 - 11.2010
Bachelor of Arts - Business
North Carolina Agricultural & Technical University
High School Diploma - Pfafftown, NC
Ronald Reagan High School