ASSOCIATE DIRECTOR, MEDICAL AFFAIRS CUSTOMER OPERATIONS - CBS
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 transformation 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.
People Manager - Recruiting & Coaching
Business Operations & Solutions
Mergers and Acquisitions
Business Intelligence & Analytics
Data Management Strategy
Business Analysis - Analyzing & Problem Solving
Strategic Planning, Coordination and Event Overseeing
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 transitions 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 transforming MOBI "2.0" by developing and leading MOBI "2.0" job transformation, enhancing employee development & career opportunities, and positioning MOBI to grow and meet organizational needs.
Genentech - A Member of the Roche GroupSouth San Francisco, CAAssociate Director, Medical Affairs Customer Operations - CBS06/2016 to 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 GroupSouth San Francisco, CASenior Manager, Medical Affairs Customer Operations - CBS01/2004 to 06/2016
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.
MOBI 2.0 -strategically redesigned MOBI and defined MOBI value proposition that aligned with US Medical Affairs.
Bachelor of Science:Management Information SystemsMay 1999San Jose State University, San Jose, CACollege of Business
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, translating, troubleshooting, upgrades, upgrading, upgrade, Vendor Management, web pages, Windows NT administration, Workflow