Sales Customer Service
Resume:
Pamela Bird
***** ******** ** ********/**/pamelabird
Cell: 619-***-****
San Diego CA, 92130 abhnd6@r.postjobfree.com Home:
Senior Director with demonstrated track record of success in building and
managing Global Customer and Technical Services Call Centers, Training,
Field Technical and Engineering Services through visionary leadership,
strategic planning and partnering, and P&L management within startup,
turnaround and corporate environments.
HIGHLIGHTS: Experienced Senior Director of Customer Services, Technical
Services, Sales, Contract Negotiations and Sales Operations. Expertise
includes Global Technical and Customer Services Call Centers, Sales
Operations, Distributorship and National (GPO/IVN) Account Management.
Proven entrepreneur: successfully restructured and implemented the business
strategies for Customer and Technical Services Call Centers for two
corporations and two startups. Selected and implemented ERP/CRM and ACD
systems to support customer satisfaction and rapid business growth
Provided leadership and mentorship to attract and develop strong teams of
talented, committed professionals in rapidly growing and/or restructured
environments. Proven ability to work in multi-disciplinary team
environments with senior executives, board members, directors, managers and
scientists.
Proven ability to develop customer and sales relationships and business
development strategies that accelerated new technology acceptance, rapid
market penetration and exponential sales growth needed for successful
technology/product commercialization.
Known for ability to strategically and tactically plan in order to develop
large business growth while maintaining budgetary constraints and customer
focus. Proven ability in achieving corporate goals and objectives.
Acknowledged for developing highly focused customer relationships
culminating in customer loyalty, while maintaining and promoting business
growth.
A leader within the industry, that is innovative in organizational
development and infrastructure creation, with a passion for excellence.
An acknowledged visionary that is able to set the course and direction for
direct reports as well as others.
Over twenty years experience in customer services, sales, sales operations
and national accounts management in domestic and international markets.
Proven ability to increase sales in diverse market conditions with
creative, customer focused services and sales plans.
Extensive experience in direct management of customer services, sales,
sales operations and national accounts organization all the while working
on multi-level, cross-functional teams. Ensured customer satisfaction by
directly responding to escalated customer issues and coordinating customer
service needs with other departments as required.
Pamela Bird
Page 2
Expertise includes:
Global Organizational Development Call Center
Management
Customer and Account Development ERP/CRM/ACD
Selection and
Product support management Complaint/process service
improvement
Revenue generation/budgetary control Staff
Development/management
Strategic Planning/ Process Improvement Acquisition/Integration
Management
Quality Improvement/Customer Care Partnership/Distributor
Management Organizational Management
PROFESSIONAL EXPERIENCE
Focus 3 Enterprises, LLC
2009-Present
Consultant for start up biotech and life sciences companies specializing in
Services Organizational Structure, Development of Operations, Systems
(ERP/CRM and ACD) and Sales Operations.
NANOGEN INC, SAN DIEGO, CA
SR. DIRECTOR GLOBAL CUSTOMER SERVICES AND SALES OPERATIONS
2002-2009
Designed and directed Global Customer and Technical Services Organization
of 8 global departments with 90 personnel. Directed Sales Operations, and
Sales with a budget and profit responsibility of $50 million.
Organization consisted of Field Application Scientists, Field Engineers,
internal Technical Services and Customer Services Call Centers, Technical
Training, Sales Operations, Sales and National Accounts.
Strategic Leader of the tactical team responsible for the integration
process of the worldwide, multiple company Customer Services and Sales
Teams. Incorporated merger of uniform policies, procedures, systems
(CRM/ACD), and complaint handling escalation that produced a seamless
unification with the purpose of increased sales and customer service
satisfaction results.
Developed and implemented strategic customer facing focus and direction
for floundering sales division that resulted in a two-year increase
in U.S. annualized sales from $3 million to over $12 million.
Chaired pre and post launch, cross functional surveillance teams that
culminated in improvement process projects that provided rapid and timely
response to identified flaws, customer complaints and correction of
issues that resulted in maintaining business and increased sales.
Member of executive management acquisition team involved in the purchase
of three additional companies that resulted in expansion of product lines
and positive financial growth of over $13 million during first year;
responsibilities included evaluation of individual Customer Service
departments, profit centers, merger of synergies, systems and processes
and procedures.
Negotiated strategic corporate alliance with Fisher Distributorship for
far reaching and increased sales penetration into research institutions
and commercial labs. Resulting revenue during first two years of $12.5
million.
Pamela Bird Page 3
Page 3
Nanogen Inc. (continued)
Built talented, proven management team; each individual had over 10 years
experience in their area of expertise. Grew customer centric
organization to over 90 committed employees. Turnover rate less than 2%.
Developed cross-functional team responsible for the selection,
implementation of Global Systems for Complaint Handling, CRM, ERP and IVR
without disruption to sales, marketing or service.
Strategic negotiation with National Account Sales resulting in business
with Lab Corp, Quest Diagnostics, Mayo and ARUP.
GEN-PROBE INC, SAN DIEGO, CA
DIRECTOR OF WORLDWIDE SERVICES AND SALES OPERATIONS
1999-2002
Designed and developed infrastructure for Global Services Organization of 7
departments and 123 personnel responsible for all aspects of service for
$1B Company.
Infrastructure process and procedural development for Global Services and
Distributors for Biotechnology Company focused on infectious diseases,
cancer and therapeutics.
Member of cross functional development team responsible for development,
production launch and product support of state of the art clinical
instrumentation, supporting worldwide blood banking, Red Cross and major
clinical labs. Resulted in contract valued at $30-50 million during the
first year. Established a state of art 7/24 services response team to
ensure minimum downtime and disruption of service to all 7/24 customers.
Conceived and implemented long-term strategic plan that refocused
services as a Customer centric organization based on building quality
services and customer relationships to successfully expand service
efforts and expand sales. Built the Services Organization from a team of
24 to over 123 Directors, Managers and employees.
Developed and implemented systems and procedures to support rapid growth
including implementing new complaint handling, ERP/CRM/ACD systems.
Rapid customer response tripled through use of newly implemented systems.
Monitored, managed staffing, and call efficiencies.
Managed several National Contracts to include Lab Corp, Quest, Blood Bank
and National Red Cross-valued at $100M.
PYXIS CORPORATION, SAN DIEGO, CA
NATIONAL ACCOUNTS MANAGER
IVAC Corporation
CUSTOMER SERVICE CALL CENTER AND CONTRACTS MANAGER
Pamela Bird
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PROFESSIONAL EDUCATION
Customer Service and Organizational Management Certification, 2000
Oliver Wight Business and Operational Excellence Certification
Kepner-Tregoe Problem Solving and Decision Making Certification
Covey Leadership Certification
Systema Sales and Negotiation Certification
Zenger-Miller Leadership Certification
Scripps Healthcare Certification, Health Management
Sexual Harassment Prevention Training
FDA and regulatory trained
Lee Hecht Harrison Milestones for Career Transition
PROFESSIONAL AFFILIATIONS:
Member of Sidney Kimmel Board of Directors 2004-2006
Member of Board of Directors, Breast Cancer Network of Strength (formerly Y-
ME) 2004-2010
Member of San Diego Life Sciences Round Table
2008 Chair for the Y-ME Breast Cancer Walk to Empower responsible for
raising $300K locally
Motivational Speaker for Y-Me
Counselor to individual cancer patients, spouses and families
Number 1 fundraiser for 5 years running resulting in multiple awards for
fundraising, chairing and volunteer of the year Network of Strength
National poster, literature and website representation for the Network of
Strength (Y-ME)
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