Deidre Waller Email & Phone Number

Needham, Massachusetts, United States

- Support a 12-person client success team across international and domestic teams of 5-7 members, optimizing technology platforms to automate employee data flow and improve client onboarding.- Manage daily operations of a 100-person office, overseeing office and kitchen supplies, tracking and adhering to dietary restrictions, and ensuring a smooth office environment.- Execute key financial responsibilities for the CEO, COO, and CFO, including managing incoming checks, assisting accounts payable with client invoices, and processing vendor invoices.- Develop and maintain an up-to-date office seating map and employee contact sheet, and implemented a streamlined conference room booking system to enhance efficiency and minimize booking errors.- Author scripts and provide voiceovers for the Intex voicemail system, including adjustments for inclement weather.- Streamline daily operations by efficiently managing all incoming and outgoing mail, shipments, and lunch deliveries while maintaining an electronic "blackboard" to enhance office attendance tracking and status communication.- Optimize office communication by administering the phone system, resolving technical issues, coordinating with GoTo tech support, and managing user accounts and settings to ensure seamless operation.- Spearheaded and organized the annual Intex Ugly Sweater Party/Competition, driving increased engagement and revitalizing office culture post-COVID over four years.- Successfully implemented a cloud-based phone system that enhanced client support in hybrid work settings, significantly streamlining operations and elevating the client experience.

San Francisco Bay Area

- Employed a consultative selling approach to market and sell a clinical-grade dermatology skincare brand, quickly promoted to Executive Leadership within a short period.- Developed and maintained a strong and sustainable customer base of 100+ clients, with regular monthly check-ins to recommend new products, discuss upcoming orders, and gather feedback.

- Led and managed the software development life cycle (SDLC) for multiple SaaS projects of varying complexities, serving as SCRUM Master for cross-functional teams of 5-7 members, including validation, development, QA, support, and trial designers/architects. - Managed up to 18 clients with projects at different development and maintenance stages.- Acted as the first escalation point for client issues, managing and resolving critical issues to minimize risk. - Collaborated with trial designers on change controls for system issues and enhancements, generating COs and SOs, and overseeing issue tracking in Remedy.- Collaborated weekly with the Customer Support Lead to resolve support issues, monitoring trends like software bugs and product understanding. Managed under 50 issues weekly across 8-10 live projects.- Recognized for exceptional customer care, managed 3 of the company's most challenging clients.- Maintained detailed TMF documentation for each project in SharePoint, ensuring completeness and supporting the Quality Control team during audits.

Conshohocken, Pa

- Hired, managed, and led a team of 6 remote EDC Trainers and Executives for US projects, providing training and mentorship to 6 European counterparts to establish Chiltern's EDC Solutions division.- Oversaw EDC training projects, assigned trainers, conducted quarterly on-site observations, ensured compliance with training guidelines, and approved travel expenses according to customer policies.- Collaborated with the Business Development team twice per week to identify potential customers' needs, advised on best practices for EDC/IRT software implementation, and managed third-party vendors.- Acted as SME for various EDC SaaS systems, educating clients on system capabilities and limitations.- Represented the Solutions team in sales activities, including project scoping, RFPs, and bid defenses.- Supported Sponsors with clinical trial start-up tasks, including vendor and investigator site selection, and provided training for CRA, CRC, and PI roles, both in-person and via video.

Waltham, Massachusetts, United States

- Hired, managed, and led a team of 6 remote EDC Trainers and Executives for US projects, providing training and mentorship to 6 European counterparts to establish Chiltern's EDC Solutions division.- Oversaw EDC training projects, assigned trainers, conducted quarterly on-site observations, ensured compliance with training guidelines, and approved travel expenses according to customer policies.- Collaborated with the Business Development team twice per week to identify potential customers' needs, advised on best practices for EDC/IRT software implementation, and managed third-party vendors.- Acted as SME for various EDC SaaS systems, educating clients on system capabilities and limitations.- Represented the Solutions team in sales activities, including project scoping, RFPs, and bid defenses.- Supported Sponsors with clinical trial start-up tasks, including vendor and investigator site selection, and provided training for CRA, CRC, and PI roles, both in-person and via video.

Bachelor Of Arts - Ba, Communications (In Progress)

Associate Of Arts - Aa, Broadcast Technology