Sales Customer Service
Resume:
Ann M. Fairchild
732-***-**** Home
Dunellen, New Jersey 08812
**********@*****.***
732-***-**** Cell
ACCOUNT / CUSTOMER SERVICE MANAGEMENT
An adaptable, enthusiastic, conscientious and self-motivating individual
with diversified and successful business experience. Takes great pride
in seeing a task from big picture orientation to detail analysis. Enjoys
training, curriculum design, motivating and inspiring others to achieve
optimum productivity. Strong systems technology background including
development of strategies and metrics. Consistently recognized for
performance excellence. Responsible for Channel Operations, Training,
Business Analytics & Intelligence, Market Research and Websites /
Portals. Particular expertise in:
. Key Account Management
. Staff Supervision / Training
. Office / Operations Management
. Proposal / Contract Development
. National Project Management
. Employee Relations / Personnel Administration
. Service / Policy Implementation
EDUCATION University of Phoenix - 2004-11/2006 - MBA/MA Health Care
Mgmt.
University of Phoenix - 2002-10/2004 - BS Business
Administration
Rutgers, The State University of NJ, New Brunswick - 1984-
1986 - Major: Chemistry
Somerset County College, Bridgewater, NJ - Associate of
Arts 1984 - Liberal Arts Major
EMPLOYMENT HISTORY
1/2008-Present University of Phoenix - Teach HCM490/Health Care Trends
and Marketing - Theories, strategies, and interdependencies
of the health care environment are explored. Students
"follow the money" from the time a product is approved to
the time final payment on the product is made by either the
consumer or payer. Strategies are integrated with current
health care reform propositions in the US as well as
globally.
1999-1/2010 JOHNSON & JOHNSON HEALTH CARE SYSTEMS
Piscataway, NJ - Business Solutions Group/Business Analytics &
Intelligence
. Prepare and track budgets for multiple departments.
Show trends and revise as determined by project needs.
. Responsible for all compliance applications and
training of 30 field personnel on all sales and
marketing guidelines and grants (approximately 100
grants annually).
. Trained customers in grant writing.
. Provided primary and secondary market research,
dashboard metrics, and advanced analysis to Acute
Care, Long-Term Care, Government, and Managed Care
groups. Supervised Market Research Analyst.
. Design and train administrators on SharePoint
platform.
. Analyzed consulting agreements/bid exceptions for
primary and secondary market research.
. Developed metrics packages for J&J's strategic
pharmaceuticals, assessing sales, market share, and
competitor performance for 6 managed care, 4 long-term
care, and 25 government accounts.
. Recommended contracting strategies and operational
efficiencies for numerous products in consumer,
pharmaceutical and medical device and diagnostic
sectors under three pricing tiers. Create SOPs.
. Created database to monitor customer eligibility
compliance to maintain tier levels and rebates
programs.
. Developed market research library and document
preservation tracking for legal compliance,
incorporating validations from the entire field (65
personnel). Identified duplicate syndicated data
purchases saving the company $50,000 annually.
. Demonstrated superiority of customer segmentation
strategy by obtaining and analyzing VOC from 14
Managed Care Organizations and 40 Integrated Health
Care Delivery Networks; designed and implemented
comprehensive surveys in test-control format with over
50% response rates.
. Special Assignment - Designed extensive competency
models for sales personnel for two channels.
Developed core curriculums for Managed Care and Long
Term Care field personnel. Included remediation, self
assessments and managerial reports.
. Collaborated with field and Information Technology
group for the Customer Relations Management for
ViewPoint application, integrating 30 HCS field
personnel with eight different operating companies.
Streamlined design of Project Velocity (Windows XP and
Office 2007 migration) through field validations and
application testing.
. Created surveys, project management plans,
track/evaluate, and recommend strategies.
. Special Assignment - Scrutinized formulary status,
market shares and trends to create new dashboards,
forecasts and business reviews for customers and
senior management for Long Term Care, Managed Care,
Acute Care and Medicare channels. Presented to Board
monthly.
. Partnered with 11 vendors on data validity and design.
. Managed Intranet security, maintenance, syndicated
report dissemination and design.
. Piloted Corporate Safe Fleet program. Improved
safety rate by 50%.
. Six Sigma Green Belt certified.
. Recipient of multiple Leadership In Action, Make It
Happen, Encore and Standard of Leadership awards.
Current member of the National Hospice & Palliative
Care Organization.
. Coach for Dale Carnegie Leadership program.
Piscataway, NJ - Long Term Care/Medicare
. Developed business plans, presentations, analyzed
COGNOS sales reports, scorecards, budgets, and
developed strategies for sales growth. As a result,
contracts with 3 Group Purchasing Organizations
representing over $300 million in revenue were signed.
. Maintain budgets.
. Lead multiple team building initiatives.
. Designed and delivered training courses for directors.
. Evaluated viability of acquisitions and mergers.
Manville, NJ - Acute Care
. Evaluated ROI for potential research projects.
. Implemented accounting procedures for capital spending
reports.
. Created control standards for numerous projects. Used
Process Excellence tools to assess.
. Initiated system upgrades for all field personnel
including training and troubleshooting.
. Recommended technology systems to incorporate new
businesses.
1994-1998 BIVONA, COHEN, KUNZMAN, YOSPIN, BERNSTEIN &
DIFRANCESCO, Warren, NJ
Manager (1995-1998)
. Acquired and managed a major cellular telephone
company account that consisted of preparing and
negotiating all contracts for Site Leases within four
states, Master Lease Agreements and Master License
Agreements for space on land, buildings, water
towers, rooftops, etc.
. Supervised 3 paralegals.
. Reviewed software and implemented for firm; created
intranet site.
Paralegal (1994-1995)
. Labor/Employment Law - Public and private sectors;
personnel policy manuals, union contracts,
discrimination and wrongful termination, disclosures,
grievances
. School Law - Contracts, bid documents, special
education matters, seminars, labor issues,
negotiations
. Commercial Law - municipal zoning issues, housing
issues, leases, resolutions/ordinances, government
applications, cable refranchising, general litigation
. Land Use Law - Applications for development of
variance approvals, site plans
. Trusts and Estates; misc litigation.
. Supported senator and congressman with legal
applications.
1988 - 1994 Cared for my two children. Opened my own Day Care Center,
incorporated and grew business tenfold to maximum capacity.
1984-1988 AT&T COMMUNICATIONS, Bedminster, NJ
Benefits Manager - Personnel & Marketing Department
. Assisted in implementation of 401K Plan, insurance
plans, training and various office duties.
. Created new hire modules.
Marketing Administrator - Marketing strategies for newly
developed products.
Training and Education MBA/MA Health Care Management - 2006
2009-Coaching for Life - Workshop to help others be as successful as
possible and promotes positive, general life skills. Tools
and resources, and critical thinking development concepts,
taxonomies and frameworks for understanding critical
thinking, and cognitive abilities and affective
dispositions in critical thinking were discussed.
2009 - EMT Certification
2008-Teaching certification
2008-Six Sigma Green Belt Certification
2008-Engaged Learning through Metacognition - 3-day workshop
introducing metacognition, or thinking about one's
thinking, and how it may be applied in simple, effective
ways to enhance analysis and promote creativity.
2008-Curriculum and Instruction - 3-day workshop on how to
collaborate and share personal best practices.
2008-Copyright Essentials - Copyright laws/implications as they apply
in an educational environment. Topical areas included
infringement, compliance for for-profit institutions, and
investigating copyright status of a work.
2008-Confidentiality in the Healthcare and Human Services Classroom -
4-day workshop on issues and situations related to
confidentiality and ethical behavior in the online
environment. Basic guidelines of the Family Educational
Rights and Privacy Act (FERPA) and HIPAA were analyzed and
evaluated specifically regarding issues that arise online.
2007-Cognos training
2004-Early Childhood Education Certification
References available upon request.
Contact this candidate