Responsible for the strategic leadership of service delivery including promotional speaker bureau operations and client implementation.

Accountable for strategic account leadership and the overall performance of a major pharmaceutical client contract. Includes developing partnerships across all areas of client enterprise and services teams supporting multiple brands and their speaker bureau management marketing strategies.

Strategic business development professional partnering with clients to develop custom sales,service and clinical solutions. Additionally, focused on global contact center strategies to ensure seamless execution and expansion of Touchpoint Solutions' Contact Center business.

Report to President and is responsible for general management of industry-leading sales, service and clinical Contact Center in both the U.S. and emerging marketplace.Accountable for day-to-day operating activities, including revenue and sales growth; expense, cost and margin control; and monthly, quarterly and annual financial goal management Direct company operations to meet budget and other financial goals Direct short-term and long-range planning and budget… Show more Report to President and is responsible for general management of industry-leading sales, service and clinical Contact Center in both the U.S. and emerging marketplace.Accountable for day-to-day operating activities, including revenue and sales growth; expense, cost and margin control; and monthly, quarterly and annual financial goal management Direct company operations to meet budget and other financial goals Direct short-term and long-range planning and budget development to support strategic business goals Responsible for Contact Center business development efforts, leading all new business activities including sales calls, capabilities presentations and RFP response strategies through closing the sale Establish organization performance goals, allocate resources, and assess policies for senior management Direct technology team ensuring efficient, productive tools are enablers for the business, including CRM, telecom and time entry systemsDevelop, establish and direct execution of operating policies to support company policies and objectivesDirected relocation of two Publicis offices (Publicis Selling Solutions and Arista Marketing) to Yardley, PAOversee vendor management including analyzing outsource opportunities, defining pricing, execution and performance management for five outsourced partners. Show less

Lead an operations organization for Chase Card Services - Bankruptcy in Frederick, MD

Provide strategic support to business development teams for all new business opportunitiesDirect enterprise-wide Project Management Office managing seven (7) Project Managers responsible for seamless execution of global, technology and operations projectsDirect the Business Analyst team responsible for defining and documenting customer requirements for all technology implementations. (Supporting SDLC methodology)Oversee Norfolk, VA Contact Center providing desktop… Show more Provide strategic support to business development teams for all new business opportunitiesDirect enterprise-wide Project Management Office managing seven (7) Project Managers responsible for seamless execution of global, technology and operations projectsDirect the Business Analyst team responsible for defining and documenting customer requirements for all technology implementations. (Supporting SDLC methodology)Oversee Norfolk, VA Contact Center providing desktop helpdesk, product, and audience generation customer service support for more than 33 customers nationwide Defined and implemented Operations reorganization, standardizing operating procedures, reengineering roles and establishing a centralized, service support team Show less

Directed 75+ in-house and remote event planners executing medical education logistics across nine (9) pharmaceutical / biotechnology clientele. This included managing program milestones for more than 25,000 meetings yearly including speaker, venue and audiovisual confirmation, faculty travel and honoraria, and distribution of program materials. Developed and maintained client workload analyses to maximize headcount in support of the P&L. Responsible for the project… Show more Directed 75+ in-house and remote event planners executing medical education logistics across nine (9) pharmaceutical / biotechnology clientele. This included managing program milestones for more than 25,000 meetings yearly including speaker, venue and audiovisual confirmation, faculty travel and honoraria, and distribution of program materials. Developed and maintained client workload analyses to maximize headcount in support of the P&L. Responsible for the project implementation including documenting and driving standard operating procedures to support customer SLAs and compliance guidelines. Maintained department budgets, created and implemented workflow metrics to effectively manage resources and implemented policies and procedures that supported the goals and objectives of the division. Show less

Managed 9 remote-based customer service representatives who planned >600 meetings monthly for pharmaceutical sales representativesManaged regional operating expenses encompassing employee travel, training and client interaction. Monitored employee workloads and regional project revenues for three pharmaceutical clients Responsible for interviewing, hiring, training and evaluating new and existing employeesFacilitated the planning process including speaker… Show more Managed 9 remote-based customer service representatives who planned >600 meetings monthly for pharmaceutical sales representativesManaged regional operating expenses encompassing employee travel, training and client interaction. Monitored employee workloads and regional project revenues for three pharmaceutical clients Responsible for interviewing, hiring, training and evaluating new and existing employeesFacilitated the planning process including speaker recruitment, travel and expenses, venue coordination, recruitment and budget reconciliation Acted as single point of contact to Regional Business Director (customer) to support more than 165 pharmaceutical representatives; published and distributed scheduled budget reports Show less