Exemplified the "main point of contact" role in the Customer Engagement Center for brands by acting as a strategic partner to the client's marketing teams to design, develop and manage Novartis Consumer Marketing programsLed face-to-face and virtual meetings with brand teams to discuss strategy, operations, timeline management requirements and logistics in order to track the progress of each program's pre- and post-launch tasks and deliverablesLiaised with IT, CRM, Vendor, Contact Center, and brand teams to ensure the campaign in its entirety would be programmed properly into the CRM systemAssisted in creating, then presenting Key Performance Indicators and insights reports to the Client and brand teams' leadershipUnderstood brand strategy and met customer needs to identify areas for potential opportunity/improvement/ expansion on existing programs, then participate in presenting the proposed enhancement's business case to leadershipAssisted in developing and implementing Business Rules for new business tactics with project execution team members (Brand, Operations Manager, Contact Center)Led a team of 6 professionals in the successful launch and completion of 11 Consumer Marketing programs, including co-pay assistance, HCP education delivery, SMS text, & patient enrollment programsFacilitated and/ or participated in contact center training, where neededDeveloped project plans, schedules, and budgets, ensuring adherence to timelines and financial targets.Conducted risk assessments and implemented mitigation strategies to minimize project risks and issuesMonitored project progress and performance metrics, providing regular updates to senior managementManaged project resources, including personnel, equipment, and materials, to optimize efficiency and productivityLed internal MLR review processes and worked with external partners to ensure timely and accurate preparation of digital programs

Provided customer service support by handling all patient inquiries through phone, email, direct mail and other channelsMaintained excellent quality standards, adhered to approved materials and guidelinesAccurately collected information required by individual programs and correctly capture in specific program databasesAnswered product questions from customers according to company policy utilizing approved FAQs and discussion guidesExhibited effective communication and tele-management skills. Conversed with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as neededEffectively identified and processed potential Adverse Events and Technical Complaints in accordance with Novartis Working Practice Documents (WPDs)Demonstrated adherence to all Privacy/Security procedures as outlined in applicable Working Practice Documents (WPDs)Adhered to all company policies and Standard Operating and Working ProceduresDisplayed flexibility within department to maximize utilizationIdentified and triaged customer escalations through resolution, including collaboration with other functions to ensure compliant solution

Provided customer service support by handling all patient inquiries through phone, email, direct mail and other channelsMaintained excellent quality standards, adhered to approved materials and guidelinesAccurately collected information required by individual programs and correctly capture in specific program databasesAnswered product questions from customers according to company policy utilizing approved FAQs and discussion guidesExhibited effective communication and tele-management skills. Conversed with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as neededEffectively identified and processed potential Adverse Events and Technical Complaints in accordance with Novartis Working Practice Documents (WPDs)Demonstrated adherence to all Privacy/Security procedures as outlined in applicable Working Practice Documents (WPDs)Adhered to all company policies and Standard Operating and Working ProceduresDisplayed flexibility within department to maximize utilizationIdentified and triaged customer escalations through resolution, including collaboration with other functions to ensure compliant solution