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Senior Customer Experience Specialist Resume Example

Resume Score: 80%

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SENIOR CUSTOMER EXPERIENCE SPECIALIST
Summary

Top Performing Award Winning Biologic's/Pharmaceutical Sales Representative with 13 years of account management experience with strong history of sales success and revenue growth within highly competitive specialty markets. Experienced in Buy & Bill and Specialty Pharmacy product pull through. Highly organized effective communicator with demonstrated leadership & collaboration skills. Decisive facts oriented sales professional and sales trainer. Self starter, detail oriented and team leader. Success in product launches, customer analysis, needs assessment, closing and white glove customer service.

Skills
  • Consultative & Clinical Selling
  • Virtual Selling Skills
  • Excellent Interpersonal Communicator
  • Specialty, Hospital/Institutional Sales
  • Training & Development
  • Cross Functional Leadership & Collaboration
  • Facilitation Skills
  • Coaching
Experience
10/2018 - CurrentNovartis PharmaceuticalsEast Hanover, NJ
Senior Customer Experience Specialist

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.
10/2010 - 10/2018Tuscan LeopardOverland Park, KS
Small Business Owner
  • Spearheaded Business Development, Sales, Design, Buying, Ordering, Inventory Control, Financials & Customer Retention.
  • Grew and maintained customer base, collaboration with industry leaders, attended industry trade markets to remain educated on market trends.
  • Responsible for all aspects of business ownership from development of business to 8 consecutive years of sales growth.
07/1999 - 02/2003Novartis PharmaceuticalsEast Hanover, NJ
Regional Training Manager
  • On boarded New Hires, Lead training on Sales Model, Disease State & Clinical Education, Instructional Design & Delivery of Sales & Clinical training decks, Completed Performance Management during sales workshops, Completed training needs Assessments, Meeting planning and Facilitation.
  • Field Coaching
12/1995 - 07/1999Novartis PharmaceuticalsEast Hanover, NJ
Pharmaceutical Sales Representative

Hospital/Institutional Sales Representative

Neurology Specialist

Territory Representative

  • Presidents Club Recipient
  • Ranked #1 in Business Unit
  • Top Producer Lamisil Tablets & Diovan.
  • Launched Lamisil & Diovan. Consistently exceeded territory sales goals, Educated & In-serviced physicians & office staff, Territory Management, Data Analysis, Inventory control, District Trainer, International recognition in Training video for Lamisil Tablets, Graduate Assistant in training department & on-boarding of new hires.
Education and Training
Toledo, OH
Bachelor of Business Services in Marketing & CommunicationsThe University of Toledo
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Novartis Pharmaceuticals
  • Tuscan Leopard

School Attended

  • The University of Toledo

Job Titles Held:

  • Senior Customer Experience Specialist
  • Small Business Owner
  • Regional Training Manager
  • Pharmaceutical Sales Representative

Degrees

  • Bachelor of Business Services in Marketing & Communications

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