Managed an on-site call center that provides 24-hour customer support to customers wearing external insulin pumps for the management of diabetes. Supervised a staff of 170+ employees. Created Customer Service policies & procedures; created scripts & flowcharts; responsible for staff development & training; responsible for forecasting & scheduling. Established, tracked, and managed performance and quality metrics.

Responsible for the development, implementation, communication and monitoring of customer-centered activities, feedback, initiatives and strategies within a gastric balloon company, as well as providing forecasting, analytical, budgetary, and planning support to the worldwide sales organization.• Developed Customer Services policies & procedures; responsible for staff development and training; responsible for setting performance standards. • Defined, implemented, and communicated sales & revenue activities and operational metrics to executive management to accomplish strategic and tactical goals. • Responsible for the order management function, including sales order entry and commercial invoicing.• Responsible for product troubleshooting, complaint handling, return product processing, issuing RGA numbers, and responding to inquiries from all customers (distributors, physicians, patients).• Responsible for sales forecasting, planning, and budgeting processes. • Provided analytical and presentation support to regions/corporate/investors.• Provided leadership and support to the Sales Directors and Sales Representatives in the organization.• Developed, tracked and managed sales metrics, sales compensation, and sales commission plans.

Operational oversight of two U.S. pharmaceutical call centers. Staff comprised of medical information specialists, nurses, and pharmacists. Provided the following services to patients and medical professionals: product troubleshooting, product complaint handling, adverse event reporting, medical information requests, prior authorizations, benefit verifications, patient assistance program, order fulfillment, and marketing programs.• Forecasted and maintained a $9M budget. Oversaw contracts, work orders, and invoices. Provided call center metric presentations to executive management.• Identified and implemented process efficiencies, which reduced annual call center operating costs by $750K.• Appointed as project manager and worked with cross-functional team to transition OUS call center activities in over 40 countries from former alliance partner to Bristol-Myers Squibb within 4 months.

Managed an on-site call center that provided 24-hour, worldwide customer support for implantable neuromodulation devices, leads, and external accessories. Staff comprised primarily of biomedical engineers. Supported healthcare professionals, field sales representatives, and patients with the following services: product troubleshooting, sales order fulfillment, product analysis letters, product complaint handling, and adverse event reporting. Forecasted, hired, trained, and mentored call center employees. Monitored performance and quality metrics; handled escalated complaints and potential litigation matters; supported FDA audit activities. Attended surgical implants and provided product support to physicians in the operating room.• Created and implemented a new registration process that increased adherence by 25%.• Implemented an ACD system; established metrics for quality and performance measurements that increased call center quality by 10%.• Created and distributed customer surveys which demonstrated that 98% of customers responded with an ‘extremely satisfied’ customer satisfaction rating.• Implemented a new customer product return process that increased the product return rate by 20% and decreased shipping costs by 25%.• Assisted in the selection, implementation, and configuration of a new ERP/Complaint Handling software system. Wrote and executed test scripts & training materials; Obtained 100% early buy-in among staff through effective change management.• Created a troubleshooting guide for field sales representatives. Wrote and maintained departmental policies and procedures, as well as training manuals/materials.

Managed an on-site, 24-hour call center that provided customer support for external insulin pumps and accessories to patients, healthcare professionals, and field sales reps. Established and monitored performance and quality metrics. Handled product complaints and adverse event reporting; fulfilled sales orders for replacement product. Co-wrote product manuals, departmental policies and procedures, and troubleshooting reference guides. • Supervised a staff of 120 employees (12 direct reports, including 2 nurse trainers, 9 managers/supervisors, and 1 quality monitor). • Forecasted and maintained a $5M budget.• Created a quality monitoring program that improved the quality of customer service by 25%.• Implemented a performance recognition program which improved adherence and productivity by 20%.• Assisted with the selection, implementation, and configuration of a new ERP system. Wrote and executed test scripts; created training materials; conducted change management classes.

Managed an on-site, 24-hour call center that provided customer support for implantable pacemakers, defibrillators, leads, and external accessories. Supervised a staff of 8 employees, including biomedical engineers, nurses, and patient registration specialists. Responsible for handling product complaints, adverse event reporting, patient registration, and writing product analysis letters to physicians. Supported FDA audits, led monthly Medical Device Reporting (MDR) meetings, and handled class-3 product recall activities. Attended surgical implants and provided product support to physicians in the operating room. Provided presentations to physicians, nurses, field sales representatives, and new company employees.