• Responsible for recruitment, growth, and development of Clinical Operations employees. Provide leadership in the implementation of PRA’s quality initiatives and business processes, achievement of its management goals and objectives. within the framework of the company mission, policy and philosophy.• Manage and career develop a team of 20 employees.• Assists more senior Clinical Operations staff in the review, development and implementation of short-term and long-term objectives, major plans and programs for each functional group within Clinical Operations.• Participates in internal/external audits and regulatory agency inspections, as required.• Creates and maintains effective relationships between other PRA business units or functions.• Displays expertise in the position by: Leading process development / improvement task force Developing tool(s) to improve Clinical Operations processes Acting as a Subject Matter Expert (SME) for various initiatives. Leadership on programs and/or initiatives that are increasingly complex in their scope of services, technology employed, volume, and/or revenue.• Viewed as a mentor and a go-to resource across all services within the Clinical Operations group and as a subject matter expert by PRA staff outside of Clinical Operations.• Designs and delivers relevant training to the Clinical Operations teams and/or management groups.• Created Onboarding Lesson Plans for New Hires. Including scheduling classrooms, instructors and proctors for Instructor lead training.• Part of a global team that reviews and updates SOP’s and WI’s for the Clinical Operations Department.• Managed In-House CRA’s working with the following Therapeutic Experience o Hematology – Plasma Cell Dyscrasias – Multiple Myeloma o Infectious Diseases – Antibacterial – Bacterial Infections o Neurology – Dementia - Alzheimer's Disease o Oncology – Solid Tumors – Head and Neck o Oncology – Solid Tumors – Multiple Solid Tumors

• Therapeutic experience o Hematology – Leukemia - Myelodysplastic Syndrome-MDS o Psychiatry - Substance Use Disorders - Drug/Alcohol• Performed investigator recruitment activities utilizing phone scripts, questionnaires, study site materials and other tools for use in evaluating investigative sites.• Proficient in the quality review and negotiation of Informed Consent Forms.• Utilized the Clinical Trial Management System (CTMS) to ensure investigator recruitment activities were accurately tracked.• Performed essential document collection, review, maintenance and close-out activities, ensuring that sponsor and investigator obligations are being met and are in compliance with applicable local regulatory requirements and ICH/GCP guidelines.• Supported investigators and investigative staff in fulfilling obligations with regard to local submissions according to local regulatory and Institution Review Board (IRB)/Independent Ethics Committee (IEC) requirements.• Performed study tracking via CTMS or Sponsor designated system to ensure that the study files were current, accurate and complete.• Documented site and Sponsor contact and study interactions in a timely and professional manner.• Assisted with resolution of investigational site/data queries.• Liaised with project team members regarding study site issues.• Performed study duties in adherence to the protocol, Clinical Management Plan (CMP), study processes, ICH-GCP and any other requirements stipulated on the study.• Followed up with sites for trial invoices and ensures CTMS is accurately updated to allow the timely processing of Investigator Payments.Performed other duties as assigned

•Manage and developed the Customer Service Account Representative Group consisting of Quality Assurance of remote customer support, Project Management and Product Quality.•Manage the Quality Assurance team comprised of 10 employees.•Developed policies and procedures for Quality Assurance group as well as the Account Representative Group. •Developed score card review process using Verint, Impact 360 Quality Monitoring to measure the hard and soft skills of a Technical Analyst when servicing a customer. •Improved customer service based on client feedback through the development of new policies and procedures.•Point of contact for escalated issues from customers.•Manage call center reporting to ensure accuracy and compliance.•Manage the research, problem solving, and coordinate Customer Service response to site specific issues.•Compiled and tracked chronic site issues to provide visibility to the Product Quality team for faster resolution.•Developed program to audit the performance of 3rd party contractors and track customer satisfaction. •Tracked and coded all customer reported Pharmaceutical “Mis-fills” for visibility to executive management.

•Organized the CS Administration Developed policies and procedures for the Administration.•Compiled and tracked chronic site issues to provide visibility to the Product Quality team for faster resolution.•Network Access Plan (NAP) Administrator; facilitate all hardware and software requests for approximately 300 ScriptPro employees. •Audit HR paperwork for three ScriptPro departments.•Implemented Customer Service directory restructure to provide consistency across the department and ensure protection of Protected Health Information (PHI).•Supervised pharmaceutical automation equipment label and supply ordering process. •Primary point of contact with chain account customers for all supply orders, equipment upgrades, special services and non-standard requests.•Coordinated operating lease renewals with Customer and Contract Management.•Developed customer feedback program for ScriptPro Profile sites.•Assisted in implementation and support of a process to resolve damage claims.

•Pulse calls to customers to assess the quality of our Customer Service and discover areas for improvement. •Review of all Help Desk calls to assess customer satisfaction and timely resolution of customer problems. •Research, problem solving, and coordinating Customer Service response to site specific issues. •Monitoring and communicating with various departments regarding site questions and concerns. •Customer label and supply order processing and follow up. •Detailed documentation of all customer and employee interactions relating to customer issues. •Completion of various projects assigned by Customer Account Manager.•Build and maintain technical knowledge of ScriptPro products. •Participate in policy and procedure, creation and review to strengthen growth of the company.

•Trained all new instructors and ensured that they were prepared and qualified to teach their classes.•Coordinated all class events, including student rosters, payments, and completion certificates.•Secured all materials needed by the instructors for the classes.•Served as the point of contact for event center set-up and maintenance.

•Designed all art displays for the front windows and promoted special events and sales.•Created special mailings for the gallery and selected advertising media to be used.•Scheduled gallery employees and responsible for all daily bookkeeping activities.•Served as a floor salesperson for four years, working with customers to aid in decisions regarding design, layout, and cohesion of art in various settings.