Customer Service Manager
Resume:
John M. Vecere
Havertown, PA. **083
****.******@*******.***
PROFILE: Organized, analytical, customer and sales support
professional, with demonstrated ability to master details while
maintaining customer-oriented focus. Solid PC background with
excellent interpersonal skills. Dedicated to providing quality
outcomes for all constituents.
SKILLS: Contract Management Computer hardware and software,
installation and maintenance (Microsoft Word, Access, Powerpoint,
Excel, Paradox)
EDUCATION: B.A. in Organizational Management, Cabrini College
PROFESSIONAL EXPERIENCE:
CONTAINER RESEARCH CORPORATION
Contract Manager (2008-2010)
. Manage government and commercial contracts in accordance with company
policies and procedures, applicable laws, and customer requirements.
Administer all aspects of Multi-Year CP/FF contracts. Acts as the
primary contact between the company and the customer, ensuring that
all contractual matters are addressed efficiently and promptly.
Maintain and demonstrate a working understanding of the U.S.
government acquisition and procurement environment, the Contracts
function and relevant company policies and procedures, commercial
contracting methods, export, FAR/DFAR, ITAR and other government
regulations. Experience with RFP/RFI creation and management also
experience participating in reverse auctions. Manages daily workload
and mentors assigned Contract Management personnel and /or related
departmental personnel assisting with the contract management
function. Review all company contracts and communicate necessary
contract information to all company and Customer personnel. Process
sales orders and customer acknowledgements as received. Prepares and
disseminates information regarding contract status,
compliance,modifications, etc. Resolve Customer issues, i.e.
questions, problems and complaints. Works with Customer Service and
Business Development departments to ensure Customers are provided with
the highest quality service and contacted on a regular basis to
evaluate satisfaction and areas for improvement. Develops and
integrates contract management tools, templates, methods and
processes. Other tasks and special projects as assigned by CRC
Executives.
SIEMENS MEDICAL
Business Manager (2005-2008)
Direct, build and lead teams to focus on execution of contracting
activities to meet customer and stakeholder needs, measuring for
effectiveness and achievement to goals. Manage a staff, including
performance management and hiring decision processes. Effectively
manage all aspects of the contract creation process including resource
allocation and management of stakeholder expectations. Maintain and
demonstrate a working understanding of the U.S. government acquisition
and procurement environment, the Contracts function and relevant
company policies and procedures, commercial contracting methods,
export, FAR/DFAR, ITAR and other government regulations. Ensure
operational implementation of contracting strategies for all customer
segments. Define qualitative and quantitative metrics to increase
efficiency / effectiveness. Effectively manage without authority and
provide direction and coordination of projects. Develop and execute
a governance process to ensure appropriate allocation of contracting
resources. Supervise the preparation and processing of bid
proposals, contract proposal worksheets and other contract requests
submitted by the department's internal customers with regard to
products offered. This responsibility includes the interpretation of
contract strategies with regard to specific customer requirements and
the application of analytical/strategic thinking to execute a contract
within pre-determined parameters. Communicate with external
customers (i.e., wholesalers, PBM's, HMO's, GPOs, hospital
pharmacists, physician groups, surgery centers etc.) to determine
contract requirements and position to respond with high quality and
timely contractual information. Interact with management and
internal customers in providing knowledgeable input with regard to the
factors that need to be considered as market and product strategies
are developed. Work with key stakeholders to ensure a timely and
effective implementation of contracting strategies. Work closely
with enabling functions (i.e., Sales, Finance, Contract Strategy) to
deliver the most complete contracting solutions. Input into the
contract development / initiation processes and systems to ensure the
most efficient implementation of contract strategies.
GLAXOSMITHKLINE
Senior System Support Analyst (2001- 2005)
Provide user support and guidance for the effective use of computer
applications used in the collection and reporting of clinical study
data (e.g., Phase I Management System (PIMS), Laboratory Management
System (LIMS), Electronic data Capture (DIN EDC). General problem
resolution; first line of support for applications used in the
collection and reporting of clinical study data. Work with other
analysts (System Operator, System Developer, or Oracle DBA, etc.) for
problem resolution. Respond to client queries and requests to provide
support for all applications used in the collection and reporting of
clinical study data. Deliver training, in both classroom and one-on-
one settings. Produce training manuals .Demonstrate how clients can
best work with applications used for data collection and reporting.
Actively participate in projects. Perform and document testing of new
and enhanced software applications and hardware devices. Ensure that
applications used are maintained and validated. Maintain CPDM software
and hardware inventory. Coordinate application down time with CPDM
users. Coordinate back up of application databases. Maintain hardware
installation and configuration documentation. Create validation
documents and conduct computer validation activities. Enter details of
technical support provided to CPDM members into the Support Tracking
System. Create User Specification Documents. Provide feedback from
users to applications developers. Develop Ad Hoc reports. Develop
applications to enhance CPDM productivity.
Interact with business partners e.g., SCS and CPDS. Keep hardware and
software inventory current.
ASPEON, INC
Help Desk Supervisor (1997-2001)
Supervise staff of 35 customer service representatives. Act as
department manager in manager's absence. Hire, train and track
progress of staff. Perform annual reviews. Meet with prospective
customers to explain and demonstrate of services. Conduct surveys for
prospective and current customers as required. Test customer
requirements. Provide support for field personnel of large
pharmaceutical company. Test software and hardware. Train customers on
new hardware and software. Repair computer hardware, including CPU's
and printers. Represent ASPEON at conventions and annual meetings.
UNISOURCE WORLD, INC.
Contract Manager (1996 -1997)
Negotiate the best national pricing with suppliers and mills. Lead
contact for customer regarding contract details, product issues,
servicing concerns and inventory levels. Consolidate, coordinate and
produce customer sales analysis reports across 10 Unisource regions
and 12 computer systems. Prepare and conduct surveys for prospective
and existing customers. Prepare information for volume rebates for
selected customers. Manage supplier cost support details for all
products on national account program utilizing contract system.
Troubleshoot for questions regarding supplier support, vendor issues,
customer concerns, servicing problems, non-compliance situations and
slow-moving inventory. Organize proposals to include: identifying
products, coordinating survey/usage information, sourcing suppliers,
negotiating costs, and research existing business in regional markets.
Update and maintain all contract manuals for all national accounts
customers. Act as liaison between the customer and National Account
Managers.
UNIVERSITY OF PENNSYLVANIA
Contract Administrator (1994-1995)
Process contract proposals and prepare grant applications. Negotiate
terms of contracts and grants for compliance with University policies
and compatibility with academic standards. Collaborate with sponsors
and investigators in drafting contracts. Monitor performance of
sponsor and University to assure conformance with contact terms.
Responsible for termination of contracts in such matters as property
accounts and cost determinations. Request contract supplements and
extensions.
SMITHKLINE BEECHAM CORPORATION
National Hospital Contract Administrator, Clinical Labs Division
(1994)
Maintained database of all members of national hospital contracts and
produced monthly net sales and utilization reports. Monitored contract
compliance. Served as liaison between National Hospital Contracts
office and field/laboratories. Assigned and maintained the national
hospital account group code files in the NBS system. Analyzed and
calculated incentive payments for the Healthcare Alliance and annual
contract fees.
SELECTED ACCOMPLISHMENTS:
. Converted all monthly reports from DOS to Windows-based programs.
. Developed procedures to distribute computerized reports
electronically.
SMITHKLINE BEECHAM CORPORATION
Account Support Specialist, Animal Health Division (1991-1993)
Maintained and serviced customers and sales representatives for all
U.S. and Canada accounts. Resolved customer inquiries, using knowledge
of current marketing promotions, pricing requirements and billing
systems functions. Responsible for applying all cash application to
customer accounts. Monitored, controlled, and notified customers of
any unearned discount taken on their account. Monitored rebate
programs for various promotion programs. Interacted with field
representatives, Customer Service Department and internal personnel
concerning invoicing, cash application, credit memos and customer
files. Back-up to Billing and Account Services Manager in assigned
duties.
SELECTED ACCOMPLISHMENTS:
. Reviewed and supplied input into the selection and set-up of new
accounts receivable software package
. Trained staff on new software package
. Developed Lotus formats for Accounts Receivable closing functions
Contract Coordinator, Pharmaceutical Division (1986-1990)
Processed, executed and administered contracts, bids and group
membership information for assigned contract customers. Administered
customer bid process to ensure that contract offer meets business
needs and policies. Maintained and updates Bids and Contract System
(computer system). Reviewed and resolved all chargeback issues,
working with and communicating with appropriate internal and external
customers. Acted as a liaison between wholesalers and contract
management regarding all contract, membership and chargeback related
issues. Assisted Contract Manager in the financial and contractual
analysis of contract proposals. Assisted Contract Managers with field
contacts, quotations and contract proposals and pricing. Maintained
knowledge of products.
SELECTED ACCOMPLISHMENTS:
Developed and implemented new filing system
Trained new employees on in-house computer system
PRIOR SMITHKLINE EXPERIENCE
Support Positions (1984-1986)
Worked in a variety of administrative support roles. Developed
computer, distribution and interpersonal skills. Gained knowledge of
company procedures and products as a result of changing assignments.
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