Eric Tabor Email & Phone Number

Suwanee, GA, US

Durham, North Carolina, US

• Serve as the primary support liaison between multiple emerging pharmaceutical clients and IQVIA.
• Maintains post-CRM implementation contact with clients, "voice of the customer," ensuring they obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship.
• Leverage experiences in Customer Success, IT Project Management, and Service Delivery to lead and provide coverage or expertise for both internal and client-based special projects.
• Involved in the overall lifecycle on the full operational scope, including client escalations to other teams, aligning it with customer business needs/urgency and seeing it through to a successful outcome.
• Ensures fulfillment of contract specifications or create change order requests for the customers.
• Monitors performance against existing service agreements and ensures client’s obligations are executed.

Navi Mumbai, Maharashtra, IN

Continuation of roles and responsibilities when with IQVIA. Transitioned from IQVIA to Hexaware as part of divesture and then re-hired back with IQVIA.

Durham, North Carolina, US

• Manage the overall planning, execution, and delivery of OCE and/or SFDC projects following organizational procedures and agile methods to meet client HLBRs on time and within budget.
• Proactively identifies and manages the resolution of risks and issues that may negatively impact project deliverables.
• Establishes and facilitates regular project leadership and team meetings and Agile ceremonies.
• Collaborates with agile scrum masters and cross-integration project teams for effective project delivery.
• Partners with product development management to define IT strategic direction and assists in the mapping of projects to that strategic direction whilst ensuring product capabilities and process improvements are.
• Motivates and leads project teams instilling a mindset of collaboration and continuous process improvement.

• Key Achievements
• Successfully executed numerous highly visible, geographically complex, technical projects, combined valuation over $1M, within a Waterfall or Agile framework impacting up to 9,000 client end users.
• Consistently exceeded >98% across all client measured monthly contracted KPIs and SLAs as presented in QBRs.
• Spearheaded the first Mobile Device Management UI tool to consolidate dynamic iOS, AirWatch and cellular data points into a database improving end user support and increasing client asset and reporting accuracy.
• Designed a groundbreaking end user alert tool messaging by text and cell important high-value equipment logistics.
• Pioneered a litigation and data collection protocol across iOS and Windows platforms taking critical measures to protect a key client’s sensitive data.

• ResponsibilitiesIntegral leader responsible for managing technical projects, service improvements, measuring, and delivering impeccable customer service to established and new customer relationships and supporting the.
• Closely worked with direct mid-level, senior-level partners and cross-functional teams.
• Maintained regular contact with key decision makers to develop projects and action plans.
• Identified opportunities, articulated customer objectives and aligned strategies to customer roadmap.
• Brought long-term value through key innovations to improve the remote professional's experience.
• Handled monthly billing, operational oversight, SLA monitoring, customer proposals and participated in RFPs.

ResponsibilitiesInteracted with customers at a high level as a creative problem solver with key stakeholders in numerous verticals such as Sales, Operations, IT, Security, Legal and Purchasing driven to build strong, positive, long-lasting partnerships (future advocates) to meet service delivery needs in a demanding, fast paced environment. Focused as a.

• ResponsibilitiesServed as the voice of the customer to leadership, primary contract steward, and a trusted technical resource supporting cross functional teams both in the US and other countries. Dedicated to.
• Defined and detailed business critical project requirements, SOPs, and work instructions (managed full project lifecycle including budget and resource allocation).
• Relentless with identifying, managing, and mitigating account risk in support of maintaining customer and service delivery excellence.
• Created and documented numerous operational efficiencies by improving best practices, policies, and change management protocols.
• Designed and introduced automated tools into production to exceed service level agreements (SLA / KPI), ensure proper service delivery and product quality.
• Provided intelligent, actionable, weekly/monthly or ad hoc macro and micro-level reporting through advanced data mining and business analytics.

• Key Achievements
• Introduced a collaborative and more transparent working culture between field sales operations and IT departments to improve project outcomes, interdepartmental partnerships, deliverables quality and overall.
• Restructured conflict resolution and project disagreements processes, guidelines and best practices to encourage cross-functional teamwork, improve resolution outcomes, reduce project delays and increase service.
• Customer engagement expert with ability to deliver onsite detailed presentations and facilitate video conferences.
• Regularly reviewed operational areas to identify and implement ways to improve efficiency, existing processes, reduce costs, and to cohesively elevate entire business function while providing as a technical support.

• Key Achievements
• Introduced new multi-million-dollar revenue stream by negotiating and bringing in a new technology, Manage Anywhere; supported test lab development and successfully established series of $2-3m client product and.
• Led project to restructure and reorganize account management team to achieve compliance for new ISO 9001:2000.Responsibilities
• Oversaw portfolio of accounts with focus on managing client expectations, strengthening client relationships, identifying potential revenue/upselling opportunities, ensuring quality account management delivery.
• Utilized business development strengths for lead sourcing, RFPs, negotiating deals and managing contracts, conducted accurate forecasts and monitored market trends to identify potential markets and sales territories.

• Responsibilities
• Built and led a team of up to 8 Customer Service Specialist; effectively used strong leadership skills and effective communication, positive coaching and mentoring techniques to produce customer service champions who.
• Responsible for >98% service level attainment, customer status calls, daily/weekly/monthly metric aggregation and reporting, customer health status and forecasting future behavior and initiatives.
• Coordinated our hardware services center, help desk, development and operations team, and customer during numerous large-scale hardware and software launches targeting over 2,000 end users.
• Accountable that all individual and team requests are met on time, under budget and within the scope of the customer’s requests regardless of logistical, resources or operational challenges.

• Key Achievements
• Promoted into a senior technical position that included additional responsibilities and deeper client interactions, wider latitude with decision making and trust to implement field-based solutions, greater.

• Key Achievements
• Promoted out of the Help Desk organization and into Account Management dedicated to a global pharmaceutical company.
• Frequently selected to research future technologies and design effective approaches to seamlessly integrate into customer’s environment.
• Created the first Account Management eLearning web site for internal documentation and processes shared across corporate Intranet.Responsibilities
• Key account resource and technical point of contact for internal leadership and support teams across the organization.
• Partnered closely with customer to urgently research, resolve and respond to inquiries, questions or issues regarding use of their Life Sciences CRM platform, data mining and data analysis, leading enhancement.

• Key Achievements
• Promoted to manage a team of 8+ Help Desk Associates and fast-tracked for future Supervisor role within the organization.

• Key Achievements
• Fast-tracked to manage a team of 8+ Help Desk Associates supporting a pharmaceutical CRM platform, numerous software and hardware environments for remote field users within contracted service level agreements.

• Responsibilities
• Remote phone support troubleshooting complex CRM, data, network, communication, software and hardware escalations for a large pharmaceutical client.
• Responsible for mastering a complex, Life Sciences CRM platform and resolving a variety of technical escalations quickly for remote field users within contracted service level agreements.

Maynard, MA, US

• Responsibilities
• Remote phone support troubleshooting advanced network, communication, server, software and hardware escalations.

Bachelor Of Science - Bs, Genetics

Expeditioner Level (70+ Badges > 65, 000K Points), Actively Studying Salesforce Modules And Projects