Arica Wright Email & Phone Number

United States

Day-to-Day Responsibilitieso Neurology Long Term Care Customer Service Representative o Responsible for profiling target HCP offices, doing investigation work to ensure accurate contact information; phone numbers, address, key contact information, etc. Mapped 1,700 targets for the Long Term Care channelo Deliver scripted messages via outbound telephone calls to approved targets around office profiling activities o Verify and complete required data entry in CRM systems, such as details of the target’s responses and any follow-through actionso Create and maintain a positive relationship with HCP customers and pharma cliento Supported up to 4 inside sales representatives at one time Both with focused territories as well as with national coverageo Contributed to teams sales growth 2-3% per quarter by locating key targets Additional Collaborationo Collaborated with field representatives to help uncover targets in their territorieso Communicated with Regional Business Managers to distribute collected informationRole Expansiono On-boarded 5 additional Customer Service Representatives  Helped develop on-boarding and training content for positiono Developed business rules for 3 areas of the mapping projecto Created master collected information spreadsheet that was used for expansion of the teamClient Requested Taskso Successfully completed 3 additional projects directly requested by the client Invited HCPs to dinner programs for Neurology pediatric indication launch Invited HCPs to dinner programs for Parkinson’s Disease and OFF Episodes Mapping HCPs treating for movement disorders and gathering information regarding drug representative policy• Surveyed over 2000 Specialty HCP targets within three months to determine treatment practice • Information gathered helped pharma company determine appropriate number of product samples to manufacture

o Managed an average of 350 inbound calls per month from respiratory and CNS HCP offices and patients to find solutions for obstacles to filling prescriptions or general questions: prescription cost issues, medical questions, savings and co-pay cards, sample requests, triaging escalated issues, handling objectives and irate callers with empathy o Registered healthcare providers for the online portal and troubleshoot any issues within the portalo Report adverse reactions according to compliance policyo Assisted callers with locating ongoing and future clinical trials to participate ino Probing and uncovering each customer’s needs to discover the best method of assistanceo Collaborated with Field Therapeutic Specialists and Inside Sales Representatives to provide to their target officeso Attended all training sessions on products, programs, and additional responsibilities of Specialists Reaching out to pharmacies on behalf of patients Hospital-to-Home Voucher program High deductible savings materials for CNS and Neurology productso Attended think tank sessions and calibrations with supervisors as a high performing representative o Designated Specialist to assign Field Therapeutic Specialist taskso Demonstrated quality assurance through client incentive program called Bell Rewards An average of 97% accuracy and aboveo Telesampling, Vacant Territory management and Managed Care messaging

• Provided comprehensive customer service through a demonstration of product knowledge and the ability to identify and address customer needs• Average monthly sales of $4000

• Identified client needs and suggest appropriate products• Average monthly sales of $6000• Ensured each client has an exceptional experience tailored to the loved one they are shopping for