I offer a comprehensive suite of services to help clinical trial sites effectively recruit patients, including:- Connecting sites with the top patient recruitment vendors and call centers- Developing customized patient recruitment strategies- Guiding sites to better understand their studies, target patient populations, and the importance of diversity in enrollment.

Participated in quarterly strategic meetings with the Product Advisory Board to discuss and share best practices across all clinical trial sites to enhance the Ripple Software

- Collaborated with the Vice President of Operations to develop performance metrics and indicators to ensure timely enrollment of clinical trial programs, increasing efficiency by 20% over the previous year.- Developed and executed a comprehensive strategy for site-based patient recruitment teams to share best practices, resulting in an increase of 20% in patient enrollment targets met within agreed-upon timelines.- Developed and nurtured strong industry relationships with Sponsors, CROs, and Vendors- Led the restructuring initiative for Patient Recruitment Vendors, aligning their activities with the overall patient recruitment strategy.- Strategically established a partnership with a key vendor to implement a comprehensive patient recruitment portfolio, resulting in an exceptional ROI of over $6M within a 6-month timeframe- Championed an initiative to drive diversity-focused vendor relationships resulting in the successful attainment of diversity targets for patient enrollment across multiple clinical trials, achieving a 20% increase in diverse participants. - Managed the launch of a comprehensive patient-facing website, aligning with Velocity's recruitment strategy. Established a framework for timely communications with the Executive Team to ensure clear communication on recruitment metrics.- Acted as a central point of contact for Sponsors/CRO’s to address concerns related to site recruitment performance, fostering strong industry relationships and driving successful resolution of issues, thus contributing to overall business growth by retaining existing accounts.

- Represented all aspects of the patient recruitment process to the Executive Team by providing regular updates, and showcasing enthusiasm and passion in driving successful enrollment strategies across all participating sites.- Mentored site-based staff on innovative recruitment approaches, contributing to a rise in overall operational competencies across locations.- Guided the strategic planning for patient enrollment processes leading to a site participation surge from 70% to 95%, directly impacting sponsor satisfaction.

Recruited to define, develop and establish structure to the department and drive continuous improvement of customer service and enhance communications with customers (patients and sites). Leverage in-depth analysis of data and thorough understanding of the clinical trial recruitment service to consistently measure service quality and determine opportunities to drive improvement. Deliver leadership in the development of the strategy for Patients and Site Services and direct a team of 60+ employees and freelancers dispersed globally. Drive a culture that puts the customer and the site at the heart of the service experience and continual improvement of the customer service experience and customer performance (investigator sites).- Led the strategic planning and implementation of a comprehensive patient recruitment call center, resulting in a 30% increase in reachability rate and efficient handling of approximately 2,000 inbound and up to 18,000 outbound calls per month.- Played a major part following Clariness’s acquisition of Viomedo, steering patient recruitment projects, site onboarding, and merging processes to benefit patients and sites to better enroll in Clinical Trial studies. - Monitored and managed up to 500 clinical trial sites to meet enrollment targets on multiple projects running simultaneously. - Applied technical expertise and understanding of customer/patient needs, expectations, and objectives to develop a new Patient Engagement Software.- Worked closely and facilitated collaboration with Sites and Patients to ensure the requirements of the randomization of patients were met.- Conducted detailed analysis of customer service statistics, and other website data to identify improvement opportunities.- Developed and implemented strategies and processes that significantly increased Site satisfaction metrics by increasing Client participation in site services from an initial 70% to 95%.

Managed Global Projects within the Service Management Division and created a new Eppendorf Service Strategy in order to implement an efficient and customer-focused Customer Service Organization while improving after sales revenue. Monitored and managed compliance with relevant KPIs for different service organizations. Collaborated in the achievement of uniform service quality standards in Eppendorf Service Organizations and 3rd Party service providers by conducting audits and coordination of improvement action.- Successfully led Implementation of Global Service Products in 12 local organizations (within North America, Europe, and Asia).- Championed and developed utilization of CRM Platform and SAP Contract Module, including delivering training to enable effective use in marketing, sales, and service management.- Successfully steered the implementation of global services in the US that included common preventive maintenance, worry-free service, calibrations, as well as standard and flat-fee services. -Centralized efforts in marketing with one global marketing book translated into the local language and created a global image for the company with the same products and services, to support the growth of the company. - Set up a service organization in Dubai to replace 3rd Party vendors within 6 months, including project managing office setup, staffing, and logistics.

- Played a key role following Eppendorf’s acquisition of New Brunswick Scientific, steering integration projects, change management strategies, and relationship rebuilding.- Led implementation of Service, Portfolio Management and Quality Processes such as Control of Non-Conformity Processes and reporting of Failure.- Developed and established a new Quality Database for the new acquisition providing data on the quality history of the New Brunswick Scientific Acquisition, such as product complaints, and activity and steered the implementation of CRM functions.

- Led the implementation of a comprehensive CRM system, improving access and analysis of quality issues, resulting in a 40% increase in efficiency and accuracy.- Created new Standardized Symptom codes for all Eppendorf products and developed Corporate Standards, along with developing global training for the new defect reporting process.- Wrote SOP to ensure guidance was streamlined across all Eppendorf entities worldwide.