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Manager Customer Service

Location:
Middletown, NY, 10940
Posted:
April 15, 2011

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Resume:

K arrie L. Kelley

*** ******* **

Middletown, NY 10940

Phone: 301-***-**** (Cell)

Email: abhmmo@r.postjobfree.com

OBJECTIVE:

Highly organized self-starter seeking a challenging senior analyst position, utilizing my

analytical, technical, organizational and interpersonal skills.

SKILLS/STRENGTHS SUMMARY:

• Strong critical thinking, analytical, interpersonal, communication and supervisory skills

• Detail-oriented, old-fashioned work ethic with high degree of customer satisfaction; ability to

work well individually and in groups

• Demonstrated ability to analyze and evaluate customized software for targeted applications

• Extensive knowledge of the pharmaceutical industry and ability to grasp business concepts

quickly

• Consistent promotions based on outstanding performance

• Extensive knowledge of Windows XP, Office XP Applications (Word, PowerPoint and Excel);

proficient with online procurement software (Richter); proficient with Web-based Revenue

Management software (Model N) (CARS); proficient with Cognos Query Studio

PROFESSIONAL EXPERIENCE:

Membership Analyst/Chargeback Analyst, Eisai

Woodcliff Lake, New Jersey Sept ‘09-Present

• Responsible for the daily processing of PHS and Oncology ‘on-hold’ membership issues.

• Research and verify customer eligibility using class of trade, GPO membership and/or 340B ID

and if eligible load customer to appropriate contracts using the CARS system.

• Work daily with GPO’s and wholesalers to answer questions and resolve issues regarding

customer eligibility.

• Assisted IT in the testing and development of incorporating the new PHS COT’s into our PHS

Access database.

• Analyzed and validated wholesalers’ submission requests with regard to chargeback credit

and validated chargeback data against contract requirements.

• Processed approximately $1mm of chargeback sales daily (11 Wholesalers) using the CARS

system.

• Partnered with AR, wholesalers, and National Account Managers to resolve deductions and

improve processes to reduce future deductions.

• Ran 5 daily reports including new chargebacks, processed chargebacks, AR recon, GL recon

and Pending and Posted using both the CARS and SAP systems.

• Worked with IT and Management to improve the efficiency of how the department handled

paper EDI 849’s.

• Worked with the Contracts Manager to receive, log, and evaluate contract forms for a specific

contract strategy. After determining eligibility load the customer to the contract using the

CARS application.

Accountant, Revenue Operations, aQuantive, Inc. a Microsoft Corporation Subsidiary

Seattle, Washington July ‘07-Sept ‘09

• Monthly billing generation for multiple Clients, approximately 60 projects, including reviewing

contracts, creation of manual events, input of contract billing information and selection of

invoice sets.

• AP and AR billing discrepancy reconciliation (Oracle, Atlas) as primary accounting support for

Client Services teams.

• Monthly journal entries, credit request processing, and billing adjustments.

• Contracts and related documents analysis and approval to ensure that revenue was

recognized in accordance with Generally Accepted Accounting Principles and compliance with

aQuantive, Inc. policies.

Sr. Chargeback Analyst/Chargeback Analyst, MedImmune, Inc.

Gaithersburg, Maryland Jan ’06-June ‘07

Karrie L. Kelley

Page 2 of 3

Subject matter expert and business analyst for the design and implementation of the

Revenue Management system, Model N.

o Identified business and technical issues throughout the project that impacted requirements,

scope, and schedule and worked with the project team to identify potential solutions.

o Worked daily with the Model N team to test and validate the various modules prior to

their “go live” dates in 2006.

Trained two Chargeback Analysts and one Commercial Contract Analyst.

Supervised two Chargeback Analysts.

Served as system administrator for chargebacks and managed all aspects of the chargeback

process, including:

o Daily data feeds

o Processing and analysis of wholesaler chargebacks

o Resolution of pricing, dating, and membership and all other discrepancies

o Customer class of trade designations

o Work daily with GPO’s and wholesalers to answer questions and resolve issues

regarding customer eligibility.

o Ensured audit compliance of chargeback processing to Sarbanes-Oxley (SOX) and

MedImmune, Inc. Internal Audit requirements by developing policies and standard operating

procedures.

o Liaison for National Account Managers for requests involving chargeback data and with AR

for resolution of all customer chargeback issues.

o Ad hoc chargeback data reporting and analysis as needed.

Coordinator, Trade and Contracts/Contracts Specialist, MedImmune, Inc.

Gaithersburg, Maryland Sept ’03-Jan ‘06

• Member of the core team for the design, trouble-shooting, and implementation of the revenue

management tool, Model N.

• Issued, tracked, and administered customer contracts including all financial obligations, e.g.,

calculation, payment and tracking of rebates, administrative service fees and Fee for Service.

• Provided contract award notifications to customer accounts, wholesalers and appropriate internal

departments, confirming all required information was received and uploaded both internally and

externally.

• Managed the Sales and Distribution channels for one of the company’s major drugs including

approval, and routing customers for approval, as authorized distributors; served as point of contact

for wholesalers, and validation of wholesaler sales data.

• Managed the customer credit approval process from process initiation with Finance to final

communication of approval or denial to the customer.

• Advised Sales and Marketing personnel of contracting and customer issues to ensure timely

reporting of commercial contracting information.

• Successfully implemented Sarbanes-Oxley Act Section 404 for the Trade and Contracts

department.

• Managed Wholesale Acquisition Cost (WAC) in the SAP system and with wholesalers.

• Investigated and resolved chargeback discrepancies.

EDUCATION:

Mansfield University, Mansfield, Pennsylvania

B.S. Psychology GPA: 3.6/4.0

Graduated Cum Laude, Member of National Dean’s List and Psi Chi

Wellsboro Area High School, Wellsboro, Pennsylvania

High School Diploma GPA: 3.4/4.0

PROFESSIONAL AWARDS:

• Director’s Award, 2003, 2004, 2005, 2006 (MedImmune, Gaithersburg, MD)

Karrie L. Kelley

Page 3 of 3

MedImmune Champion, 2005 (MedImmune, Gaithersburg, MD)

Recognized for outstanding customer service for a major client, 2009 (aQuantive, Seattle, WA)

Excellent Performance Award, 2010, 2011 (Eisai, Woodcliff Lake, NJ)

LEAD Recognition Letter of Thanks, 2010 (Eisai, Woodcliff Lake, NJ)

REFERENCES:

Tina Still

Sr. Manager Chargebacks and Membership at Eisai Inc.

201-***-**** – work

732-***-**** – personal cell

abhmmo@r.postjobfree.com – email

Craig Williamson

Senior Manager, Specialty Contracts at Pfizer Pharmaceuticals

631-***-**** – personal cell

abhmmo@r.postjobfree.com – email

Melanie Martin

Former - Director, Strategic Contracting & Pricing at Eisai

609-***-**** – personal cell

abhmmo@r.postjobfree.com - email



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