Consulting for healthcare specializing in Customer Service/Contact center, information privacy, document management and business process improvement.

I specialize in studio portraits as well as landscape and wildlife. Traveling the world to build my portfolio.

Responsible for all aspects of regulatory compliance at WRB Communications. Position eliminated after acquisition by Diplomat Specialty Pharmacy/EnvoyHealth.

Responsible for firm's Quality Management System and internal processes to assure continuous improvement of our customer service delivery. Oversee quality monitoring programs (Customer Experience or QC) as well as internal audit and compliance programs (QA) using a Six Sigma derived risk-based model.Led firm's effort to achieve ISO9001:2008 certification in 16 months.Revamped firm's privacy program concomitant with client work in HIPAA/HITECH space

Responsible for P/L, Account Management and Operations in this vertical market for ICT Group, a leading provider of outsourced customer management services. Manage a ~$40MM book of business.

Ran Merck Vaccine Division’s (MVD) Information Services organization with 800 customers worldwide. Responsible for delivering business process improvements through efficient use of information and systems with a focus on customer touchpoints to MVD. Led staff of up to 60 employees and contractors with $10+MM project portfolio. • Built e-commerce capability for Merckvaccines.com® to allow customers to order vaccines online. This was Merck’s first e-commerce capability ex-Medco. Channel-shifted 25% of private sector sales from telesales to web, saving ~$15MM in order management costs annually. Allowed call center to focus on most valued clients.• Improved alignment between IT projects and business goals with MVD information strategic plan in 2000. Due to success in MVD strategy work, appointed by CIO to lead successful development of GLOBAL IT strategy in 2003 whose operating model was implemented a few years later.

Led a staff that provided sales analyses and customer service to a field-based sales team of 600. Provided insight and direction to Senior area management to refine HQ marketing campaigns and develop localized managed care strategies. Developed innovative, timely reports using IMS and Merck activity data. Devised unique sales incentive strategies.

Managed in a call center of 50 agents, responsible for answering any question from consumers or Healthcare Professionals to Merck. Responsible for surveying and improving callers satisfaction and in improving agent productivity through technology and QA programs.Able to reduce call times 20% and increase customers' satisfaction (through willingness to recommend Merck) from <70% to >90% as a result of improvements.

Managed compliance of Merck international sites and third party licensees to Good Manufacturing Practices. Represented Merck Quality Assurance to sites in over 50 countries by conducting audits, providing feedback and monitoring improvement plans at audited sites.Specialized in sites and licensees with aseptic processing.

Helped build air and water quality monitoring and control systems in aseptic processing areas. Became subject matter expert in clean room environments and help re-write Fed. Standard 209B and ancillary documents in conjunction with Institute of Environmental Sciences (IES). 1979-1987Built manaufacturing group to bring Haemophilus Influenzae type B conjugate vaccine to market. Transferred process from Research Labs to full scale. 1988-1989

Ran laboratory which tested raw materials, intermediates and finished OTC products