Senior Customer Experience Specialist Resume Example

2022 Performance Results: IC2 2022 - 4 of 76, YTD 19 of 70

2021 Performance Results: 101.7% YTD

2020 Values in Action Award Recipient - Respiratory Division

Respiratory / Customer Experience Specialist

• Customer Engagement - Compliant Field Based Complex Clinical & Product discussions
• Account Liaison & Facilitation of cross functional team work- Collaborated with Systems of Care, Field Reimbursement Managers, Medical Science Liaisons & Genentech partners resulting in seamless teamwork to enhance customer experience & enable customers to better serve patients.
• Specialty Pharmacy and Buy & Bill
• Virtual Selling Capabilities - Veeva Engage, Clearslide, & Zoom. Resulted in timely customer engagements.
• 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
• 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.

Learning Partner, Rotation - US Novartis Learning Institute

• Worked cross divisional on a Global Learning Team
• Execution of Learning Strategy to Leadership Teams increasing awareness of US NoLI and uptake of One Novartis Learning Portfolio resources
• Execution of Communications Strategy fostering connectivity in the US NoLI Learning Network
• Project Manager & Editor for 2021 @Curious Magazine resulting in 30 published stories and audience of over 1000 readers
• Vendor Management outside of sales organization / internal and external partners
• Development, Delivery & Facilitation of Developmental Resources resulting in 200%+ increase utilization of the Personal Effectiveness Programs
• Managed 2022 PEP Program & Co-Facilitation of courses

Skills Influencer / Breakout Leader - Skillz Team

• Assist with on-boarding new hires as Break Away 2.0 Breakout Leader resulting in up-skilling new hires
• Featured Field Rep in "Skillz Outside the Box" training module demonstrating closing skill techniques
• Cross divisional collaborative field Skillz team member delivering learnings to field colleagues resulting in ongoing role development.

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.