associate director medical affairs customer operations cbs resume example with 17+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 9XXX5
Professional Overview
Visionary and results-focused leader offering more than 10 years of progressive leadership experience in the Bio/Pharmaceutical Industry and specialized in Medical Affairs.  Possesses deep passion for continual business Clairesformation and fostering the culture of openness & collaborations.  Proven ability to make sound business decisions, drive results, set goals, align solutions with business imperatives, and lead matrix teams to achieve goals.   
Skill Highlights
  • Cross-functional Leadership
  • People Manager - Recruiting & Coaching
  • Business Operations & Solutions
  • Project Management
  • Mergers and Acquisitions
  • Vendor Management
  • Business Intelligence & Analytics
  • Data Management Strategy
  • Business Analysis - Analyzing & Problem Solving
  • Strategic Planning, Coordination and Event Overseeing
San Jose State University San Jose, CA Expected in May 1999 Bachelor of Science : Management Information Systems - GPA : College of Business
Core Accomplishments
Genentech - A Member of the Roche Group
  • Led USMA Contact Center integration efforts following the company acquisitions with 100% operations readiness, 97% inquiry triaging accuracy between call centers, and completion of Clairesitions ahead of schedules
  • Played various critical roles delivering Globally impactful initiatives from system implementation through data strategy alignment, process and governance development, creating alignment & standard across Medical Information Network across Roche/Genentech (80+ affiliates).
  • Led a cross functional team to establish and rolled out an aligned Operations Support Model impacting 6 functions and 250+ employees.
  • Played a key role in pioneer a framework for Knowledge Enhancement to communicate "Actionable Insights" that drive strategy and decision making.
  • Provided leadership to direct reports relative to business solution analysis, analytics and data management strategies addressing inefficiency of functional silos and disparate of data & info.
  • Played a critical role in aligning and Clairesforming MOBI "2.0" by developing and leading MOBI "2.0" job Clairesformation, enhancing employee development & career opportunities, and positioning MOBI to grow and meet organizational needs.
Professional Experience
Genentech - A Member Of The Roche Group - Associate Director, Medical Affairs Customer Operations - CBS
City, STATE, 05/2016 - Current
Leading a highly motivated professional team to discover, define, implement and operationalize effective customer-centric capabilities for USMA customer-facing operations that add measurable value.  Maintaining team performance by balancing between organization & employee needs and fostering a well collaborative environment –bridging functions via influence management and conflict resolution.  Leading by example, ensuring team visibility of the big picture and having best interest in maximizing individual strengths and developing potential.  
Examples of Responsibilities
  • Business Case Development: identifying business benefits and value on investment
  • Business Process Management: improving business processes for greater efficiency
  • Solution Implementation: executing on business requirements and solution alignment
  • Data Management: providing data management strategy as the foundation to effective business operations
  • Analytics & Insights: providing framework to enable insights generation and perform analytics that drive business decisions by aligning data to business objectives & performing analysis to measure achievements, and also using data to answer business questions that drives process improvement and solutions
Genentech - A Member Of The Roche Group - Senior Manager, Medical Affairs Customer Operations - CBS
City, STATE, 2004 - 05/2016
Managed the Business Infrastructure team to drive for business process development and optimization, project management and systems support.  Successfully navigated and managed the team through the evolution of organization and changes in the US Medical Affairs.
Key Highlights
  • MOBI 2.0 -strategically redesigned MOBI and defined MOBI value proposition that aligned with US Medical Affairs.
Active member of the National Eucharistic Youth Society in the USA and had formally held various leadership positions such as Regional Vice President for Internal Affair division and National Vice President for the Public Relation division *Vietnamese language and Catechist teacher for the Catholic Youth Society in San Jose Diocese
streamline, analyst, Benefits, budgeting, Business Analysis, develop business, Business Intelligence, Business Operations, business processes, Business Systems, Call Center, CGI, change management, Coaching, strong interpersonal skills, conflict resolution, contracts, customer support, data conversion, Data Management, database, database creation, delivery, designing, EDI, Finance, financial, Fixed Assets, forecasting, functional, General Ledger, HTML, HR, Information Technology, inventory management, Inventory, Leadership, leadership skills, Letters, managing, materials, meetings, Mentoring, MS Access, Excel, 97, Window 2000, Word, migration, Network, Oracle Manufacturing, Oracle Discoverer, Oracle Discoverer 3.1, Oracle Developer, Oracle, Oracle application, Oracle Developer 2000, Oracle Financial, Oracle Human Resources, Order Entry, organizational, OSI, Perl, personnel, problem-solving skills, Problem Solving, processes, process improvement, Project Management, Purchasing, Recruiting, reporting, requirement, requirements gathering, research, Safety, Sales, servers, scripts, Shipping, Service Level Agreement, SLA, sound, SQL, staffing, strategic, Strategic Planning, system administrator, teacher, systems support, employee development, training materials, Claireslating, troubleshooting, upgrades, upgrading, upgrade, Vendor Management, web pages, Windows NT administration, Workflow

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Resume Overview

School Attended

  • San Jose State University

Job Titles Held:

  • Associate Director, Medical Affairs Customer Operations - CBS
  • Senior Manager, Medical Affairs Customer Operations - CBS


  • Bachelor of Science

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