Manager Customer Service

Maggie Rowe

Summary of Qualifications

Accomplished Manager with extensive expertise in leading all aspects of

business operations. Proven record of success in setting strategic

directions and building operational infrastructures to support business

goals. Experienced relationship manager with outstanding negotiation

skills. Able to build rapport with people from all backgrounds while

fostering confidence and trust. Dedicated and driven to achieve goals.

Career Highlights

c.baX, Inc., Clinton, NJ

March 2009 - March 2010

A start-up company in pharmaceutical marketing research.

Panel Manager

. Managed a panel of up to one thousand physicians participating in the

pharmaceutical research study. . Recruited and qualified physicians for

our panel. .Wrote addendums and agreements for newly recruited physicians.

. Analyzed physician data entry times and dates to ensure program protocol

and regulations to protect data validity. . Monitored issues related to

contract, data entry, compliance and payment. . Handled propriety data

system problems that occurred and worked with IT manager to resolve issues.

East West Connection, Pittstown, NJ

January 1996 - November, 2008

Premiums and promotional products, business gifts, and corporate event

planning services.

Vice President

Overseeing all aspects of purchasing and operations. Address and resolve

day-to-day issues and problems. Hired as assistant for part-time,

storefront business, took on progressively increasing responsibilities in

growing venture while building ground-up expertise in management and

operations.

Strategic Business Management

. Played instrumental role in growth of business from small storefront

operation to current $15 million operation. Provided strategic

leadership and established operational infrastructures, maintaining

quality and service standards while adapting to meet needs of growing

business.

. Made substantial contributions by instituting new departments,

establishing policies and procedures, developing new business

opportunities, and building and managing client and vendor relationships.

. Championed new business direction, adding premiums and promotional items

to slate of available products. Move was critical to new business growth

and achieved exponential increase in sales.

. Created well-received catalog programs for customers, spearheading

development of viable product line that has since become a vital

business. Established solid record in managing logistics, coordinating

all details of multiple programs and meeting tight deadlines to

win repeat sales.

. Assisted with coordinating creative, well organized, cost-effective

events and incentives for our clients such as meetings, corporate

picnics, and award ceremonies around the country.

. Taking part in sales calls as needed to build strong relationships with

clients. Played key role in winning preferred vendor status from

prestigious companies such as Johnson & Johnson.

Purchasing, Negotiations, & Vendor Management

. Developed over-arching purchasing strategy and established policies and

procedures to maximize cost-effectiveness of buying practices. Among

successes, effectively leveraged company buying power to secure reduced

pricing from vendors and improve overall profitability.

. Instituted controller position and worked closely with controller to

monitor spending in compliance with policies and procedures to maximize

profitability.

. Established preferred vendor system, collaborating with controller to

qualify and approve vendors who demonstrate the ability to consistently

meet quality and service standards.

. Researched and identified new property to house expanded operations.

Effectively negotiated purchase price of new property, achieving

substantial savings for company.

Operational Improvements

. Created and managed shipping department. Developed and enforced quality

standards to improve operation and productivity. Initiated utilization

of FedEx and UPS programs.

. Launched customer service department and initiated training program to

improve responsiveness to wide range of customer inquiries. Developed

initial system for assigning projects that eventually evolved into

current cross-functional team approach.

. Developed first company handbook, formalizing and documenting policies

for employees.

. Implemented staff-friendly policies to help retain employees. For

example, initiated plan for pooling resources during busy holiday season

to ensure needs are met without overtaxing staff.

Facility/Operations Management

. Coordinated systems set-up and move to new facility, planning and

managing tasks to minimize disruption to work flow and ensure smooth

transition.

. Oversaw facility improvements, including building renovations and

construction of new offices. Negotiated as needed to ensure best pricing

and timeliness of completion.

Education

Penn State Delaware County Campus

Paralegal Certificate

West Chester University

Various business and marketing courses

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