Senior Customer Experience Specialist Resume Example

2020 Performance Results: 103.7% Sales Attainment Goal / 2020 National Average 101.2% / October - March / 3Month YOY -11.9% Growth / #1 in Division - 9/20

2020 Values in Action Award Recipient - Respiratory Division

2019 Performance Results: 106.7% Sales Attainment Goal / 2019 National Average 101.5%. **Year End Ranking 22 of 105

Respiratory / Biologic Sales & Account Manager

• Specialty Pharmacy and Buy & Bill
• Virtual Selling Capabilities - Veeva Engage, Clearslide, & Zoom
• Physician Education - Complex Clinical & Product discussions
• Biologic's Coordinator Education - Trained on complex distribution channel consisting of Buy & Bill, Specialty Pharmacy, Access Solutions & Benefits Investigation ensuring customer preparedness regarding Xolair distribution.
• Nurse Education - In-serviced on drug utilization & administration resulting in staff preparedness
• Account Liaison & Facilitation of cross functional team work- Collaborated with Field Reimbursement Managers, Medical Science Liaisons, ADSOC & Genentech partners resulting in seamless teamwork to enhance customer experience & enable customers to better serve patients.
• White glove customer service through one on one training & support with staff addressing complex clinical information & coverage requirements resulting in streamlined initiation of therapy, administration & pull through.
• Provided targeted education on patient assistance programs, co-pay assistance and foundation programs, call center support services and introduction to web-based support portals resulting in efficient outcomes per customer needs.
• Virtual Selling Capabilities resulted in reaching customers during critical times
• Area Breakaway Champion
• Lead and Facilitated Sales Training & Marketing Initiatives for Kansas City District on sales model, virtual selling skills and clinical podcasts resulting in enhanced customer experience
• Cross Divisional Collaboration on Virtual Selling Skills resulting in shared experiences and ideas between districts leading to enhanced training sessions
• Collaboration with Area Breakaway Champions resulted in shared learnings across nation
• Utilization of Microsoft Teams for virtual training and meetings resulted in efficient use of time & resources

Prism Fit Team Lead

• Contributed to grass roots efforts during development of PRISM digital platform to ensure territory management capabilities meet the needs of the U.S. Respiratory Field Force. Contributed to development and completed Universal Acceptance Training.

Learning Champion

• Served as 1 of 12 cross functional members in US Pharma on the Strategy Team
• Completed Strategy to be used as guide during 2020 execution of Learning Champion Network programs.
• The LCN is an evolving network of individuals that are passionate about learning.
• Members share curiosity, perspectives and learn together for the betterment of the employees and organization.