Support the countries within the International Markets (Australia, Brazil, Canada, Hong Kong, Japan, Saudi Arabia, Singapore, South Korea & Taiwan) to ensure the highest level of customer experience through operational excellence and global initiatives.

Responsible for the customer service and operations for two programs, Cellular Therapy (Kymriah), Gene Therapy (Zolgensma and Luxturna) in Canada.Acted as the point of contact for patients and customers for any logistical and technical inquiries and training purposes.Developed flows and standard operating procedures to streamline processes and facilitate training.Contributed to the decrease of product delivery turnaround time by 25%, leading to faster treatment for Kymriah patients. This contributed to Novartis becoming the trusted partner of choice in the market of Lymphoma.Built an automated KPI dashboard with customer, product and operational insights to drive key strategic data-based decisions and discussions with internal and external stakeholders.Leveraged Power Query and Salesforce to build an automated order tracker for every customer operations country across the company. This significantly reduced the time spent on manual data entry and errors.Leverage Power Automate, Excel VBA, and Salesforce to automate operational manual tasks. This lead to a reduction in manual activities such as sending emails, forwarding notifications, and entering data received via email in the form of text and files.Responsible for preparing weekly financial reports for the Finance department.