Project Manager Customer Service

SUMMARY

An experienced, dynamic leader with a proven success record driving

efficiency and growth through process improvement, client relationship

management, and team development. Focused on client service, process

excellence, and employee development. Extensive experience in clinical

trials, global management, virtual teams, and customer service management.

EXPERIENCE

2003 to Nov. 2010 Covance CLS, Indianapolis, IN

Sr. Team Manager, Global Project Management

. Oversee, manage and support the objectives and strategies for the

Project Management Department and the team. Successfully manage a

team of up to 30 project managers responsible for 150 active and new

clinical trials; 140 of these active clients are allocated to biotech

companies. In the beginning of this role successfully managed a team

of 18 project managers, technical staff, and administrative staff who

was responsible for 100 active and new clinical trials.

. Direct and assist team members in their personal development. Ninety

five percent of all Associate Project Managers who worked under my

supervision were promoted to a Project Manager position; thirty

percent of them were later promoted to a Senior Project Manager level.

Several of my team members have been recognized with the highest

achievement, Covance Way Award.

. Support appropriate personnel in completion of global standard

operating procedures, issue resolution, audit preparedness and

customer service.

. Coordinate with Account Executives as a pre-sale expert; including,

bid defenses, preferred provider-ships, and sole sourcing agreements.

As a result of this work, the company won a number of bids with

multimillion dollar clinical trials.

. Develop objectives and plan strategies for client relationship

management. Played the role of Executive Sponsor for multiple growing

biotech partners.

. Drive efficiency and growth by identifying internal and external

talents. Actively interview external candidates; interview on average

5 candidates a month.

. Support and directly report to Director of Global Project Management.

1999 to 2003 Covance CLS, Indianapolis, IN

Coordinating Senior Specialist, Supervisor

Managed a microbiology laboratory with staff of 50 and an annual

budget of over 3 million dollars. Directly supervised a staff of 20,

all workflow and audit preparedness within the department. Directly

reported to Department Director.

1998 - 1999 Covance CLS, Indianapolis, IN

Laboratory Representative, Microbiology

Performed duties as a Microbiologist. Per sponsor request, was

assigned to and worked on a project in Cape Town, South Africa.

1996 - 1998 Syncor International, Indianapolis, IN

Senior Coordinator

Routed doses of radiopharmaceuticals to hospitals. Supervised 15 route

drivers responsible for delivering radioactive materials via state

highways and interstates.

EDUCATION

MBA in Management Concentration, Indiana Institute of Technology,

Indianapolis, IN

Bachelor of Business, Kelley School of Business - Business Foundation

Certificate (BFC), IUPUI, Indianapolis, IN

Bachelor of Science in Microbiology, IU, Bloomington, IN

CONTINUOUS MANAGEMENT TRAINING

Right Leadership Development Program

SkillPath Training Seminar

Management Assessment of Proficiency (MAP)

Management and Administrative Continuing Education (MACE)

Progressive Corrective Action (PCA)

Targeted Selection (Interview Skills)

Annual Advanced Covance Leadership Development (CLD) - 2002 - 2010

Process Excellence - Blackbelt Toolbox (Lean, A3, Kaisen coach)

INTERNATIONAL EXPERIENCE

Cape Town, South Africa (1999)

Expatriate duty in South Africa. Played role of supervising

Microbiologist for Southern Hemisphere clinical study.

Geneva, Switzerland (2002, 2005, 2009)

Compared and analyzed global processes for microbiology testing.

Joined Covance management team in the strategic definition of the next

three years direction of Global Project Management. Tied departmental

strategic objectives to corporate strategic objectives with

definitions of roles, activities, and best practices.

REFERENCES AND SALARY HISTORY

Available upon request

Contact this candidate