Erik Hudson Email and Phone Number
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Metrics-driven Director with 20+ years of international experience in resource management, call center operations, client / customer services, and vendor management within multiple industries including Pharmaceuticals (CRO), Contact Center Solutions, Direct Sales, and Hospitality. History of leading, developing, and optimizing diverse teams of 30 direct reports and team support for programs of 200+ resources. Manage budgets, contracts, requests for proposal / information (RFP / RFI) and Bid Defense Meetings (BDM). Bachelor's of Science in Hotel, Restaurant & Institutional Management with a minor in Business Administration from Drexel University in Philadelphia, PA.Through the years I've worked for both large publicly traded organizations as well as small privately owned companies, giving me exposure to a wide range of business functions as well as methods related to managing rapid growth with a constant focus on client and customer service delivery.Early in my career I worked with a talented entrepreneur looking for help to grow his small 12-person marketing group focused on contact center and event staffing for the cable industry. Over a seven year period we were able to build from 12 to approximately 325 employees and contractors operating from multiple US-based Sales Offices and a state of the art 135-seat inbound/outbound Contact Center. This company was eventually sold to a Direct Sales Company in Canada and a US-based Contact Center Provider. This period in my career helped me to grow to understand many aspects in much deeper detail including sales and marketing strategies, growth management, human resources and finance, business development and client services. These are all areas that I've found to be highly transferrable from one industry to another.Skills: Project Management and Delivery | Strategic Leadership | Operations Management | Client Advocate | Budget and Resource Management | Pharmacovigilance | Patient Safety | Stakeholder Management | Vendor Management | Marketing Collateral Development | Issue-Resolution | Risk Management | Data Management | Reporting | Continuous Improvement | Contract Negotiations | Regulatory Compliance | Quality Assurance | Team Leadership | Team Development | Mentoring | Training | Planning | Mergers and Acquisitions | Bid Profitability | Growth Strategy | Interdisciplinary Collaboration | Sales Force | Workday | Oracle Power BI | Microsoft Office | Contact Center SoftwareYou may contact me at ErikHudson@Me.com or +1 (267) 939-7653
Ess
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EssRichboro, Pa, Us
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Senior Director, Project Delivery, Pharmacovigilance And Patient SafetyIcon Strategic SolutionsRichboro, Pa, Us -
Senior Director, Project Delivery, Pharmacovigilance & Patient SafetyIcon Strategic Solutions Apr 2022 - May 2024Dublin , Gb• Provide input to Proposals for project bids ensuring projects can and will be managed within contractually agreed upon schedules and budgets• Takes a lead role interfacing with existing clients and prospective clients providing technical and business credibility to gain market share and increase business opportunities• Supports Executive Director of Customized Solutions in strategy development for Pharmacovigilance & Patient Safety (PVS)• Provides input on client contracts and complex payment schedules• Transfers knowledge gained during proposal and sales cycle to project team though active involvement in hand-off and/or preparation of the kick-off meetings• May support PVS Senior Management in: Evaluation of opportunities for service expansion; Implementation of new services• Works with Sr. Management to develop marketing materials• Liaison between Sponsor and deployed team for Embedded Safety Teams• Evaluates employee performance through Sponsor feedback and established metrics• Identifies and escalates Sponsor project or employee issues to the appropriate manager• Keeps abreast of the contractual process and project renewals for said projects• Review financials to analyze status and propose actions to ensure profitability• Analyze cost structure and P&L for recommendations that improve market share and profitability• Review efforts in delivery of services and provides analysis of variance to bid algorithms.• Compares parameters used in bid algorithms and proposes updates, if parameters are not in line with actual data
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Senior Director, Project DeliveryIcon Strategic Solutions Aug 2011 - May 2024Dublin , GbOversight for project delivery of Pharmacovigilance/Medical Affairs resources, providing case processing, safety reporting, and medical review for clinical trials and marketed products. Reviewed program financial performance to ensure profitability. Managed timely and cost-efficient execution of contract modifications such as extensions, rate renegotiation, and application of annual inflation.● Partnered with up to ten business development and account managers leveraging Pharmacovigilance experience to generate Requests for Proposal/Information, Bid Defense Meetings, and Business Development presentations.● Developed 12-18 RFP / RFI budgets annually, identifying people resources, including seniority and locations, and establishing KPIs to secure delivery of target gross margin between 30% and 35%.● Leveraged expertise on client-specific governance committees for three assigned national and international programs to drive performance and compliance while achieving 100% adherence to contractual terms and budgets.● Led change management processes and performance due to mergers and acquisitions over approximately three years to enable stepped integration of legacy RPS, PRA and ICON teams. Changes included migrating platforms for expense reporting, timesheet management, and Learning Management Systems. Maintained employee retention levels of 85%+.● Led client satisfaction surveys with two significant clients, achieving up to 80% satisfaction rates (improved from 60% when programs were assigned).● Leveraged data analysis to drive continuous improvement processes.● Recruited and built high-performance teams, identifying talent and managing onboarding and performance development in line with client needs.● Collaborated with clients to establish KPIs while maintaining compliance. Averaged over 98% of cases processed on time, over 98% safety reporting compliance, and over 95% of learning management system assignments completed on time.
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Director, Customized Solutions, Pharmacovigilance & Patient SafetyIcon Strategic Solutions Apr 2020 - Mar 2022Dublin , Gb
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Associate Director, Customized Solutions, Pharmacovigilance & Patient SafetyIcon Strategic Solutions Apr 2017 - Mar 2020Dublin , Gb
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Senior Manager, Customized Solutions, Safety & Risk ManagementIcon Strategic Solutions Oct 2014 - Mar 2017Dublin , Gb• Oversees coordination/filtering of incoming RFI/RFP for SRM stand-alone services ensuring the process is controlled and accurate with up to date information disseminated to appropriate individuals• Provide input to Proposals for project bids ensuring projects can and will be managed within contractually agreed upon schedules and budgets• Takes a lead role interfacing with existing clients and prospective clients providing technical and business credibility to gain market share and increase business opportunities• Supports Director of Customized Solutions in: Strategy development for SRM stand-alone proposals; Contract extensions• Provides input on client contracts and complex payment schedules• Transfers knowledge gained during proposal and sales cycle to project team though active involvement in hand-off and/or preparation of the kick-off meetings• May support SRM Senior Management in: Evaluation of opportunities for service expansion; Implementation of new services• Works with Sr. Management to develop marketing materials• Supervises the execution of BD and marketing plans related to SRM services• Mentors and supervises Technical Specialists; Involved in the recruiting of new Technical Specialists• Liaison between Sponsor and deployed team for certain SRM projects: Evaluates employee performance through Sponsor feedback and established metrics; Identifies and escalates Sponsor project or employee issues to the appropriate manager; Keeps abreast of the contractual process and project renewals for said projects• Review financials to analyze status and propose actions to ensure profitability• Analyze cost structure and P&L for recommendations that improve market share and profitability• Review efforts in delivery of services and provides analysis of variance to bid algorithms.• Compares parameters used in bid algorithms and proposes updates, if parameters are not in line with actual data• Supports Sr. Management in developing BD and marketing plans
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Research Operations ManagerIcon Strategic Solutions Aug 2011 - Sep 2014Dublin , Gb• Provide operational support at the corporate office for employees in the Drug Safety, Medical Writing, and Regulatory Affairs Departments, as well as the Quality Management Division• Provide supportive management to corporate and non-corporate staff• Act as a liaison between Sponsor and deployed team• Review and approve time sheets and expense reports for assigned employees, as well as establish methods for tracking utilization and payment• Attend internal Project Hand Off Meetings and coordinate with the appropriate departments to ensure appropriate project codes are defined in the timesheet and expense reporting systems for each project and/or Sponsor, and administrative specifications are clearly defined• Maintain working knowledge of any Sponsor-specific project expense and time reporting parameters as specified in contractual agreements with the Sponsor• Provide training to corporate, non-corporate staff and independent consultants on time sheet and expense reporting processes• Coordinate with the Training and Quality Control department, as well as functional project and department management, to ensure that training activities are completed for all supported employees and independent consultants including CV completion, submission, and approval• Identification and escalation of Sponsor project or employee issues to the appropriate Department Head or reporting manager for any of the programs being supported• Manage projects as needed and ensure deliverables are met• Evaluate employee performance through Sponsor feedback and established performance metrics• Other duties as assigned by management
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Telephone Marketing ManagerDow Jones Sep 2010 - Aug 2011New York, Ny, Us• Meet budgeted order and expense goals across multiple channels and products while improving overall operations and minimizing cost.• Primary Responsibility: Manage three outbound vendors to meet order and expense goals for The Wall Street Journal and Barron’s Magazine. Vendors provide outbound calling for acquisition, retention and customer service initiatives. Total outbound hours per month approximately 7,900.• Secondary Responsibility: Manage inbound vendor providing order taking for several channels including Direct Mail, DRTV and Insert Marketing for The Wall Street Journal, Barron’s Magazine and SmartMoney Magazine.• Manage outsourced Quality Assurance Vendor to ensure inbound productivity is optimized and agencies are focused on constant improvement.• Additional Areas of Focus: Work with compliance and data warehouse vendors to support outbound acquisition activities. Manage DRTV program including budgeted orders and expenses as well as creation of creative briefs. Manage Circulation House Ads running in The Wall Street Journal to generate additional orders for The Wall Street Journal and SmartMoney Magazine.• Successes: Manage order volume to within +/-3% Forecast each month; Implemented new compliance procedure to optimize callable leads which resulted in net revenue gains of approximately $390k/year from incremental orders; Launched new QA vendor that now provides actionable data with a savings of $10k/year over the prior vendor.• Budget Responsibility: $3.23 Million -
Corporate Operations ManagerAnswernet Oct 2008 - Nov 2009Willow Grove, Pa, Us• Responsible for Operations in four call centers with inbound, outbound and IVRS capabilities• Core responsibility to oversee and develop the sites’ General Managers in all aspects of call center operations while ensuring profitability, sustainability and overall client satisfaction• Facilitate clear and concise communications between the Corporate Office and the Site-Level Resources with regard to Operations, Financials, Human Resources, Sales, Client Services and Information Technology• Direct P&L Responsibility for five sites with a total seat count of 350 and yearly revenues of $3.96M• Direct placement of new business at various national sites based on site capacity, agent skill set and the site’s technological capabilities• Deeply involved in the sales engineering process to ensure compliance issues are addressed during contract negotiations• Product Manager for IVRS; work with National Sales to develop project specifications and pricing; work with Operations Team for project design, implementation and daily management. Ensure outbound IVRS campaigns comply with telemarketing sales rule (TSR) -
General ManagerAnswernet Oct 2007 - Sep 2008Willow Grove, Pa, Us• Responsible for all aspects of daily operations at 99 Seat Inbound/Outbound and IVRS Call Center• Direct management and ongoing development of 8 support managers, 12 floor supervisors and approximately 125 telephone agents• Responsible for management of site expenses, payroll, invoicing and receivables• Responsible for all vendor management• Ensured repeat business by providing excellent client services• Managed inbound service levels and outbound conversion rate goals to meet client expectations• Designed, audited and ensured timely distribution of standard and custom reporting for all clients and corporate departments• Managed business to business and business to consumer sales, lead generation and customer service campaigns
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Director Of OperationsJ.Lodge Aug 2006 - Nov 2006Fort Myers, Florida, Us• Effectively managed general business operations with a focus on Human Resources and Information Technology• J. Lodge, LLC provided Quality Assurance Monitoring for the Cable, Healthcare and Travel Industries• Local office staffed by supervisors, IT and owners. All QA Agents were Tele-Commuters• Organized and streamlined all aspects of the HR Department including record keeping, hiring, terminations and ongoing performance evaluations -
Vp Of Operations & Client Services (Formerly S&D Marketing, Inc.)Answernet Mar 1999 - Mar 2006Willow Grove, Pa, UsManaged Daily Operations, Sales Operations, Client Services and Information Technology Staff for a 120 seat inbound/outbound/IVRS Call CenterCable Company Centric client base included companies such as Comcast, Mediacom, Time Warner and CoxFirst point of contact for all clients from campaign launch to completionAnalyzed call center metrics and met with the call center supervisors to provide feedback to clients on a daily basis in order to maintain and/or improve quality and quantity of productionManaged team of three IT Professionals to produce and continually improve call center reporting and operating systemsManaged data entry department with access to Cable Data, CSG and ICOMS (Cable Client Billing Systems)Ensured timely and consistent communication between the Sales, Operations, IT and AccountingGenerated Proposals, Negotiated Contracts and Completed Requests for Proposals or Information (RFP/RFI)Full Lifecycle Project Management: Projects included Basic and Digital Cable, Premium Channels (HBO and Starz!), High-Speed Internet, VOIP and Digital Phone upgrades and new subscriber acquisitions for the Cable Companies as well as afterhours inbound customer service and dispatchingInside Sales to ensure all clients were as engaged as possible in all call center offerings and/or were renewed at the end of contracts and campaignsResponsible for Hiring, Termination and Evaluation of Mid and Senior Level Staff
Erik Hudson Skills
Erik Hudson Education Details
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Drexel UniversityRestaurant & Institutional Management
Frequently Asked Questions about Erik Hudson
What company does Erik Hudson work for?
Erik Hudson works for Ess
What is Erik Hudson's role at the current company?
Erik Hudson's current role is Senior Director, Project Delivery, Pharmacovigilance and Patient Safety.
What is Erik Hudson's email address?
Erik Hudson's email address is em****@****ast.net
What is Erik Hudson's direct phone number?
Erik Hudson's direct phone number is +126793*****
What schools did Erik Hudson attend?
Erik Hudson attended Drexel University.
What skills is Erik Hudson known for?
Erik Hudson has skills like Vendor Management, Crm, Operations Management, Training, New Business Development, Budgets, Strategic Planning, Account Management, Contract Negotiation, Customer Service, Team Building, Outsourcing.
Who are Erik Hudson's colleagues?
Erik Hudson's colleagues are Sarah Mccaslin, Dolores Elliott, Joseph Lake, Stephanie Johnson, Dandelion Miller, Danielle Johnson, Devon Meas.
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