Pamela Bird Email & Phone Number

San Diego

President of Bird Consultants and Professional Coach with focus on Global Technical and Customer Service. Focus is on Organizational Structure, Technical Service, Customer Service, Field Service and Sales Ops.

Greater San Diego Area

for start up biotech and life sciences companies specializing in ServicesOrganizational Structure, Development of Operations, Systems (ERP/CRM and ACD) and SalesOperations.

Motivational Speaker specializing in Breast Cancer Survivorship, Customer Service; What is the true meaning of Service? Employee motivation and mentorship.

Secretary on the So. California Board of Directors, Breast Cancer Network of Strength providing support for women, men, families and friends who have recently been diagnosed with breast cancer. Served as the Walk Chairman for 2008 Walk to Empower. Specializes in motivational speaking and fund raising.

Built talented, proven management team; each individual had over 10 years experience intheir area of expertise. Grew customer centric organization to over 90 committed employees.Turnover rate less than 2%.Developed cross-functional team responsible for the selection, implementation of GlobalSystems for Complaint Handling, CRM, ERP and IVR without disruption to sales, marketingor service.Strategic negotiation with National Account Sales resulting in business with Lab Corp, QuestDiagnostics, Mayo and ARUP.

Designed and directed Global Customer and Technical Services Organization of 8 globaldepartments with 90 personnel. Directed Sales Operations, and Sales with a budget and profitresponsibility of $50 million. Organization consisted of Field Application Scientists, FieldEngineers, internal Technical Services and Customer Services Call Centers, Technical Training,Sales Operations, Sales and National Accounts.Strategic Leader of the tactical team responsible for the integration process of the worldwide,multiple company Customer Services and Sales Teams. Incorporated merger of uniformpolicies, procedures, systems (CRM/ACD), and complaint handling escalation that produceda seamless unification with the purpose of increased sales and customer service satisfactionresults.Developed and implemented strategic customer facing focus and direction for flounderingsales division that resulted in a two-year increase in U.S. annualized sales from $3 million toover $12 million.Chaired pre and post launch, cross functional surveillance teams that culminated inimprovement process projects that provided rapid and timely response to identified flaws,customer complaints and correction of issues that resulted in maintaining business andincreased sales.Member of executive management acquisition team involved in the purchase of threeadditional companies that resulted in expansion of product lines and positive financial growthof over $13 million during first year; responsibilities included evaluation of individualCustomer Service departments, profit centers, merger of synergies, systems and processesand procedures.Negotiated strategic corporate alliance with Fisher Distributorship for far reaching andincreased sales penetration into research institutions and commercial labs. Resultingrevenue during first two years of $12.5 million.

Nanogen Inc, San Diego, Ca

Designed and directed Global Customer and Technical Services Organization of 8 global departments with 90 personnel. Organization consisted of Field Application Scientists, Field Engineers, internal Technical Services and Customer Services Call Centers, Technical Training, Sales Operations.Strategic Leader of the tactical team responsible for the integration process of the worldwide, multiple company Customer Services and Technical Teams. Incorporated merger of uniform policies, procedures, systems (CRM/ACD), and complaint handling escalation that produced a seamless unification with the purpose of increased sales and customer service satisfaction results.Chaired pre and post launch, cross functional surveillance teams that culminated in improvement process projects that provided rapid and timely response to identified flaws, customer complaints and correction of issues that resulted in maintaining business and increased sales. Member of executive management acquisition team involved in the purchase of three additional companies that resulted in expansion of product lines and positive financial growth of over $13 million during first year; responsibilities included evaluation of individual Customer Service departments, profit centers, merger of synergies, systems and processes and procedures.Negotiated strategic corporate alliance with Fisher Distributorship for far reaching and increased sales penetration into research institutions and commercial labs. Resulting revenue during first two years of $12.5 million.Built talented, proven management team; each individual had over 10 years experience in their area of expertise. Grew customer centric organization to over 90 committed employees. Turnover rate less than 2%.Developed cross-functional team responsible for the selection, implementation of Global Systems for Complaint Handling, CRM, ERP and IVR without disruption to sales, marketing or service.

Gen-Probe, San Diego, Ca

Designed and developed infrastructure for Global Services Organization of 7 departments, Customer and Technical Services, Field Scientist, Training, Service Engineers, Call Centers and Sales Operations and 123 personnel responsible for all aspects of service for $500M company.Infrastructure process and procedural development for Global Services and Distributors for Biotechnology Company focused on infectious diseases, cancer and therapeutics.Member of cross functional development team responsible for development, production launch and product support of state of the art clinical instrumentation, supporting worldwide blood banking, Red Cross and major clinical labs. Resulted in contract valued at $30-50 million during the first year. Established a state of art 7/24 services response team to ensure minimum downtime and disruption of service to all 7/24 customers.Conceived and implemented long-term strategic plan that refocused services as a Customer centric organization based on building quality services and customer relationships to successfully expand service efforts and expand sales. Built the Services Organization from a team of 24 to over 123 Directors, Managers and employees.Developed and implemented systems and procedures to support rapid growth including implementing new complaint handling, ERP and CRM systems. Rapid customer response tripled through use of newly implemented systems.Managed several National Contracts to include Lab Corp, Quest, Blood Bank and National Red Cross-valued at 100 million.Developed and implemented a Services for Profit organization that generated revenue of 5 million annually with a budget a budget of 2 million.

OF WORLDWIDE SERVICES AND SALES OPERATIONS; Designed and developed infrastructure for Global Services Organization of 7 departments and123 personnel responsible for all aspects of service for $1B Company.Infrastructure process and procedural development for Global Services and Distributors forBiotechnology Company focused on infectious diseases, cancer and therapeutics.Member of cross functional development team responsible for development, productionlaunch and product support of state of the art clinical instrumentation, supporting worldwideblood banking, Red Cross and major clinical labs. Resulted in contract valued at $30-50million during the first year. Established a state of art 7/24 services response team to ensureminimum downtime and disruption of service to all 7/24 customers.Conceived and implemented long-term strategic plan that refocused services as a Customercentric organization based on building quality services and customer relationships tosuccessfully expand service efforts and expand sales. Built the Services Organization from ateam of 24 to over 123 Directors, Managers and employees.Developed and implemented systems and procedures to support rapid growth includingimplementing new complaint handling, ERP/CRM/ACD systems. Rapid customer responsetripled through use of newly implemented systems. Monitored, managed staffing, and callefficiencies.Managed several National Contracts to include Lab Corp, Quest, Blood Bank and NationalRed Cross-valued at $100M.

Manged GPO and Distributorship relationships.

IVAC CorporationCUSTOMER SERVICE CALL CENTER AND CONTRACTS MANAGER

Managed Call Center of 40. 24/7 emergency call service management, and Contract review and approval.