Customer Service Manager
Resume:
Kathleen Maguire
*****@***.***
Succasunna, NJ 07876
PROFESSIONAL SUMMARY
Facilitate and effectively translate of complex ideas and requirements working with the business and IT.
Developed, assisted or led development of business processes and project management
Solid analytical skills – critical thinking, problem solving, attention to detail, modeling current vs. future state
Strong medical information, systems and training background.
Team leader and effective team member to improve efficiencies, processes and value to the organization
WORK EXPERIENCE
NOVARTIS PHARMACEUTICALS, East Hanover, NJ September 2004 - Present
Technical Specialist/Business Analyst/Operations Manager
Led a cross functional team to standardize tools and data utilized by call center agents, Call Center Brand Project
Manager and IT to improve time to market, facilitate better knowledge management, data quality and tighter
process control
Improved, documented and instituted new business processes, increasing efficiency to facilitate better knowledge
management, data quality and tighter process control
Led a team of 3 to design, development, testing and training the Siebel CRM screens utilized in the Call Center
Operational lead for the Call Center on RM programs to strategize and assist business development of business
requirements, functional, technical goals and objectives
Analyzed, demonstrated and documented relevance of requirements to larger business and project goals
Created, implemented, trained and maintained the workflow processes within the call center and with vendors
ensuring compliance and adherance to regulatory, privacy and program goals.
Developed, and conducted product, customer service and Siebel application training for customer care
specialists.
Utilized adult learning methods to increase retention and improve performance.
Customer Affairs Specialist June 2003 - September 2004
Utilized broad based therapeutic knowledge to manage product related questions from HCP’s and consumers.
Managed adverse event calls to ensure appropriate regulatory procedures are followed for proper documentation.
MORRISTOWN MEMORIAL HOSPITAL, Morristown, NJ March 1996 – June 2003
Clinical Invasive Specialist, Lead Invasive Didactic and Clinical Instructor, Cardiac Catheterization Laboratory
Proficient knowledge of medical equipment and pharmaceuticals.
Supervised and taught new employees and students in the clinical and classroom setting and the laboratory on
anatomy, physiology and computer systems.
Strong teaching skills – 2000 Invasive Clinical Instructor of the Year.
Implemented one on mentoring program with staff and students at Morristown Memorial.
Adept use of analytical equipment, assisting physicians with catheterizations and angioplasties.
Patient advocate as a member of the patient satisfaction committee.
NEWARK BETH ISRAEL MEDICAL CENTER, Newark, NJ December 1990-March 1996
Clinical Invasive Technologist, Cardiac Catheterization Laboratory
Responsible for hands-on patient care.
Educated and instructed patients on cardiac procedures, anatomy and physiology and related topics.
Provided clinical education of newly hired nurses.
Proficient use of analytical equipment, assisting physicians with catheterizations, angioplasties and pacemakers.
Efficiently collected, interpreted, and organized procedure data to exchange with physicians.
EDUCATION
FAIRLEIGH DICKINSON UNIVERSITY, Madison, NJ
Master of Business Administration
Graduated February 2008
UNIVERSITY OF DELAWARE, Newark, DE
Bachelor of Science, Fitness Management
Dean’s List, Who’s Who Among American College Students
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