Heidi R. Williams, Ms Email & Phone Number

New Castle, De, Us

• Manage timely communication between clients and ABS lab technicians and other departments to ensure the highest quality of service to 300+ clients, including order status• Oversee all client questions and complaints to ensure client satisfaction, answering up to 10 calls daily• Trained two (2) Client Services Department staff• Interpret client needs and collaborate to determine best solution and problem-solve for any dissatisfied customers• Managed 92 Cases for 2023, with 90%+ retention rate following case resolution• Provide quotations for recurring client projects, typically 35 monthly• Travel to client sites, trade shows, and conferences, as required, to assist in sales and marketing efforts• Adhere to all SOPs, work instructions, and company policies pursuant to the company Mission, Vision, and Core Values

New Castle, De, Us

• Acquired contracts worth over $2M, one at $500K+ and five at $100K, resulting in the highest sales on record• Hired and trained four (4) Project Managers, one of whom increased their territory by over 200%• Managed Mid-Atlantic territory, including Pennsylvania, New Jersey, New York, and Delaware, with 100+ customers• Shared territories, including Europe and Asia, with 50+ customers• Prospected for new sales, qualifying, and closed client deals and utilized CRM System to record all sales interactions and processes and create quotes• Created and maintained valued relationships with research directors and procurement departments at 30+ major pharmaceutical companies, resulting in increased sales by 200%+• Formed trusted relationships with the lab and partnering companies, which resulted in new services• Facilitated cell culture services, custom experiment preparations, and tissue procurement by partnering with researchers and scientists• Solicited client feedback on services, resulting in new and improved services and increased client satisfaction by 90%• Charged with the sales process from implementation to quotation to client satisfaction after delivery• Acted as a liaison between pharmaceutical clients and labs

New Castle, De, Us

• Managed New England territory Massachusetts, New Hampshire, Connecticut, and Rhode Island with 50+ customers• Charged with the sales process from implementation to quotation to client satisfaction after delivery• Acted as a liaison between pharmaceutical companies, academic researchers, and lab services, including cell culture and human biospecimens• Prospected for new sales, closed client deals, and utilized CRM System to record all sales interactions and processes and create quotes• Revived the territory by actively calling and pursuing clients, resulting in doubling sales within two (2) years• Acquired and completed new projects, adding three (3) new services for the company• Solicited client feedback on services, resulting in new and improved services and increased client satisfaction by 90%

Charleston, Sc, Us

• Assessed the relationship between oysters and Vibrio sp. using microbiology and molecular biology techniques• Optimized growth, drug selectivity, and resistance of Vibrio vulnificus using various microbial techniques to evaluate host-pathogen interactions between Vibrio sp. and oysters

Charleston, Sc, Us

• Conducted thesis research on the immune response of oysters to two environmental stressors, a model microbial pathogen and cadmium, resulting in two (2) scientific publications• Utilized laboratory skills, including tissue dissections, Quantitative Real-Time PCR, microarray, and Inductively Coupled Plasma Mass Spectrophotometry analysis of tissues from stressed oysters, among other various microbiology and molecular biology techniques

Master Of Science, Marine Biology

Bachelor Of Science, Marine Biology