Customer Service Medical

Syed Mahmud, MD, MPH

Permanent Address:

*** ********** *****,

Linden, NJ, 07036

Tel. 908-***-****

Cell: 908-***-****

E-Mail: ********@*****.***

PROFILE

Accomplished and business-focused Physician with pharmaceutical experience

offering 20+ years of experience in customer service, interactions with Key

Opinion Leaders (KOLs), facilitating phase IV clinical trials, training

internal teams in therapeutic areas, creatively managing diverse field

force, launching of new products, and attaining strategic objectives for

the company. Excel in presenting scientific data to KOLs and healthcare

professionals, managing time, training sales representatives, and

delivering results through cross-functional teams.

As a science expert, industrious, and a good communicator, highly effective

in providing vision and counsel in all stages of a product life cycle,

containing costs, and training of internal teams. Complete fluency in

English, Urdu, and Hindi, plus rudimentary knowledge of Punjabi and Arabic.

A proven performer and multi-tasker who thrives on challenges, delivers

results under pressure, and gets the job done - consistently exceeding all

expectations.

CORE M.S.L. PROFICIENCIES

Communication Leadership

Teamwork Vision

Planning and Organizing Empowering Others

Accountability Building Trust

Client Orientation Managing Performance

Commitment to Continuous Learning Judgment/Decision Making

Technological Awareness Knowledge Management

CAREER SYNOPSIS

12/2008 - To-date Medical Science Liaison (Hepatology)

Schering-Plough, Kenilworth, NJ, U.S.A.

Provide fair balanced scientific information to KOLs, Hepatologists,

Gastroenterologists, Managed Markets, and to internal customers.

Established good working relationship with the Hepatologists and

Gastroenterologists in the territory by promptly attending to their needs

and providing them un-biased scientific information. Made effective

presentations on Hepatitis C treatment guidelines to the Managed Markets

accounts and Medicaid in the states of NJ, OH, IL, MS, AL and helped the

inclusion of the products in the 'preferred drug list'. Also, made

unsolicited presentations at Journal Clubs and to Hospital Faculties on the

recently published studies in peer-review journals regarding the treatment

of Hep C. Won accolades for being a very effective communicator.

Facilitated company-sponsored clinical studies and identified additional

sites for new molecules under development for the treatment of Hep C.

Successfully managed Global Medical Affairs booths at Digestive Disease

Week (DDW) and AASLD. Successfully led the MSL team as a Lead MSL at AASLD

2009 and ensured complete compliance with FDA and OIG regulations. Won

'Shining Performance' award for being an effective leader.

4/2007 - 12/2008 Drug Information Manager (Hepatology)

Schering-Plough, Kenilworth, NJ, U.S.A.

Originally hired as a Customer Contact Quality Specialist; later promoted

to Manager Drug Information, responsible for handling Medical Information

requests from Medical Communication Center regarding Hepatitis C treatment

and management, researching (in-house and public data base) and evaluating

the relevant literature to develop written/verbal responses to address

unsolicited requests regarding Hepatitis C franchise from Schering

customers; worked cross-functionally with Marketing, Managed Care, Global

Corporate Communications, and Global Regulatory Affairs to ensure

consistent Brand Messaging and resolving issues relevant to the Hepatology

therapy area; worked closely with other PMT members to provide medical

review of the promotional material for hepatitis C brand and ensuring on-

label, fair-balanced information; constantly updated hepatology letters

making them in sync with latest publications thus ensuring top class

information for the brand; prepared slide kits on the requests of

Hepatology MSLs for unsolicited and solicited presentations.

. Part of the team responsible for assessing the effectiveness of the

format of the response letters. Made valuable suggestions on improving

the contents and effectiveness of the letters.

. Regularly participated in Medical Affairs Planning meetings and provided

information regarding the current trends in management of Hep C.

8/2004- 3/2007 Customer Quality Contact Specialist

Schering-Plough, Kenilworth, NJ, U.S.A.

Recruited to support a small group of three individuals responsible for

taking product quality complaints of all Schering-Plough products and

processing them as per FDA regulations. Educated patients on the proper

use of drug administration devices for Hep C treatment. Worked closely

with 'patient assistance program' for Hep C and ensured that patients

receive their medicines promptly and there was no interruption in their

treatment.

. Showed 100% compliance in processing all the product quality complaints

and adverse events as per FDA guidelines

. Won accolades and award from Director Medical Information for showing

unprecedented service to customers.

08/2002 - 08/2004 Medical Consultant

Dendrite International, Totowa, NJ, U.S.A.

Joined the company as member of MDs who were working on different projects

on behalf of leading pharmaceutical companies. Worked on the launch of

'Pegasys' in the U.S.A. market. Also, worked on the launch of Xeloda, and

Flumist.

. Engaged in peer-to-peer discussions with the health care professionals

and helped them understand the new products and treatments.

. Worked on a special project to interview physicians regarding their needs

for training of a special treatment and arranging a visit by the sales

representative of the company who only had a very limited number of

representatives in the U.S.A. thus ensuring cost containment for the

company.

10/2001 - 08/2002 Customer Service Representative

Merck-Medco, Parsippany, NJ, U.S.A.

Worked in one of the busiest call centers of the U.S.A. Managed all the

inquiries in a timely fashion, promptly resolved customer related issues,

and ensured continued supply of medicines for the patients. Won 'runner

up' award in the essay contest held for the entire call center.

03/2001-09/2001 Customer Service Representative

United Airlines, Newark International Airport, NJ, U.S.A.

Successfully handled passengers at one of the busiest airports of the

U.S.A. Resolved customer related issues in a timely manner and ensured

departure of flights on time. Gained invaluable face-to-face customer

service experience and handled all kinds of different passengers with

respect and dignity, thus ensuring continued customer loyalty for the

airline.

12/1999 - 10/2000 Accounts Payable Administrator

Royal Jordanian Airlines, New York, NY, U.S.A.

First job in U.S.A. Processed invoices, made payments to the clients

within the stipulated time frame, resolved complex issues regarding

payments amicably, maintained excellent relationships with the customers.

08/1990-08/1999 Territory Manager

Atco Laboratories, Karachi, Pakistan

Joined pharmaceutical company after the completion of Internship. Was

responsible for KOL management, training of the sales force, and assisting

sales leadership in achieving their strategic objectives.

. Part of the team that launched Hep B and C treatment in Pakistan

. Trained a brand new team of Hepatitis sales force and made them into one

of the best in the company

06/1989-06/1990 Intern, Medicine and Surgery

Jinnah Post-Graduate Medical Center, Karachi, Pakistan

Admitted patients from ER to medicine & surgery floors; performed initial

history taking and physical examination; impression assessment & planning,

ordering

conferences. Followed outpatient Hep B and C patients. Managed end-stage

liver disease patients is the Intensive Care Unit.

CONCURRENT ASSIGNMENTS

08/2003-03/2009 Instructor (Part-time)

National Healthcareer Association, East Orange, NJ, U.S.A.

Taught Medical Terminology; Anatomy & Physiology; Medical Billing and

Coding; Phlebotomy and EKG. Was considered as one of the best instructors.

01/2005-03/2009 Instructor (Part-time)

Union County College, Plainfield and Union County Campuses, NJ, U.S.A.

Taught Phlebotomy and EKG certification courses at the two courses during

summer and Sunday classes.

11/2003-03/2004 Psychiatry Extern

Jamaica Hospital, Jamaica, NY, U.S.A.

Selected in one of the prestigious Psychiatry Externship programs in the

U.S.A. Completed rotations in Psychiatric Emergency Room, Inpatient

Services, Consultation and Liaison Services, and Chemical Dependency Unit.

. Received 'Award of Excellence' for presenting the best research topic

among all the externs

07/2000-05/2001 Research Volunteer

College Of Physicians & Surgeons, Department Of Anaesthesiology, and

Department Of Psychiatry, Columbia Univ., NY, New York, U.S.A.

Worked in the NIH funded research involving effects of anesthesia and drug

abuse on the maternal-fetal physiology. Also, worked in the Division of

Functional Brain Mapping, Department of Psychiatry. Responsibilities

included working with controls and patients, collecting and analyzing

plasma samples and assisting physician in-charge of the study.

EDUCATION & CERTIFICATIONS

Degrees & Designations

University of Karachi, Karachi (Pakistan)

* M.B.B.S. - Bachelor of Medicine, Bachelor of Surgery - 1990

University of Medicine and Dentistry, New Jersey, U.S.A.

M.P.H. (Epidemiology) - 2010

Department of Psychiatry, Jamaica Hospital, Jamaica, New York

Certificate of Completion- Externship Program - 2004

* Equivalent to M.D. after passing the United States Medical Licensing

Examinations and getting the E.C.F.M.G. certification.

PROFESSIONAL CERTIFICATIONS

National Healthcareer Association, Cedar Knoll, New Jersey, U.S.A.

Certified Healthcare Instructor

PROFESSIONAL/OTHER AFFILIATIONS

American Medical Association (AMA)

Contact this candidate