Khaled Khalifa Email & Phone Number

Montreal, Canada Area

Reporting to the Clinical Research Operation Head, lead and manage the qualification and requalification of external service providers (ESP) along with maintaining healthy working relationships ESPs.• Responsible for identifying strong partners in clinical research activities most notably in clinical trial project management, monitoring, data capturing & medical writing services.• Consolidation of vendors into a single vendor repository.• Creation of service KQIs and KPIs for monthly vendor oversight.• Creation of monthly budgetary tracker for identification of potential financial pitfalls.• Creation of internal vendor Newsletter for internal stakeholders.• Leading on-site vendor qualification assessment.• Alongside Quality Assurance, participation in external and internal audits of various departments.• Collegial support to different departments and subsidiaries.• Procurement liaison for internal medical team.

St-Laurent, Canada

Client management: addressing any reporting updates and requests, KPI queries, field team & general requests.Team Management: ensure team is positive, project updates, interdepartmental meetings.Identifying process deficiencies and implementing process changes and solutions.Participation in client meetings and field team regional meetings.Production of monthly reports.Coordination of different department initiatives to ensure a seamless client experience.Monitoring Key Performance Indicators and identifying result drivers.Implementation of issue management process and tool.

Montreal, Canada Area

Management of Project Managers: hiring and training of Project Managers to ensure proper client support for future business growth.Daily Team management: project follow-ups to ensure each project is successful, operational evaluation to ensure integrity of services, general team management tasks.Sustained healthy customer relations.Identified operational inefficiencies and gaps and developed solutions.Maintained healthy Sales and Operations teams relationship.

Montreal, Canada Area

Managed several projects during peak season: client management, process management (questionnaire formatting, fielding, data collection/verification, coding/tabulation coordination, honoraria processing), working with various teams to ensure client objectives are met.

Montreal, Canada Area

Responsible for recruitment of doctors worldwide to complete online medical surveys for various major pharmaceutical companies.

Montreal, Canada Area

Worked closely with American and European sales teams on project proposal feasibility, during which European team surpassed sales expectations by 30%.

Montreal, Canada Area

Delivered end to end service experience through exceptional customer service quality measured by First Call Resolution. Maintained respectable talk periods indicated by time with client, holds, etc.Appreciated planned weekly schedules while obtaining a perfect adherence percentage.Expanded on growing revenues per call while sustaining long term loyalty with clients.Specifically selected for a project coordinated with Bell Canada.

Bachelor Of Science (B.Sc.), Biochemistry (Minor: Economics)

Diplôme D’Études Collégiales (D.E.C.), Natural Sciences