Customer Service Sales
Resume:
FRANCIS HICKEY
Andover, NJ 07821 *******@***.***
SUMMARY
Information Technology professional with over 10 years experience in technical services
and support. Record of successfully implementing projects to completion, with speed
and accuracy. Extensive experience in managing and training global resources. Able
to learn complex information, disburse it with clarity, and effectively assess
comprehension and requirements for further training. Skilled in areas of data
management, data integrity and customer relations. Detail-oriented with a background
in training and possesses refined communication and interpersonal skills. Knowledge of
various operating systems and software packages including, Windows, UNIX, Microsoft
Office, and SQL.
PROFESSIONAL EXPERIENCE
CEGEDIM DENDRITE, Bedminster, NJ 1995 – Present
Operations Manager (2008 – 2009)
• Coordinated daily operations between Sanofi-Aventis U.S. and Cegedim Dendrite
International, Inc. including sample fulfillment and sample accountability areas.
• Coordinated all allocation and order processes and handled issue resolution and
escalation. Ensured all sample related government inquiries were resolved within 48
hours of request. Created / updated customer requirements documents for end user
applications and system processes.
• Created / updated work instructions for running data-stage jobs and created related
reports. Presented production status updates and project progress reports at client
meetings.
• Managed upgrades by obtaining client requirements, translating business
requirements into technical requirements, working with internal teams to provide
estimates, submitting requests through approval process, and supporting system
validation.
• Responded to issues escalated by client and oversaw defect identification and
resolution.
Data Analyst (1998 – 2008)
• Responsible for daily operation and troubleshooting of national pharmaceutical
corporation SFA/CRM program.
• Worked closely with SFA client in scheduling processing and analyzing ongoing
data.
• Diagnosed and corrected rejected transactions using various database tools.
• Provided advanced support for customer service/help desk staff.
• Processed, QC and analyzed daily electronic sample transactions and files for
pharmaceutical sales force.
Francis Hickey Page 2
• Key player in training and transitioning company’s overseas Global Resource
Center.
• Created and updated documentation for departmental, global and national data
centers.
Senior Support Representative/Trainer (1995 -1998)
• Participated in training national sales force for several major pharmaceutical
Territory Management Systems, along with development of related training
materials.
• Performed Quality Control procedures on the system and system upgrades.
• Responsible for all phases of daily operations on a technical support help desk
servicing sales representatives of major pharmaceutical companies.
• Direct client contact and on-site supervision of customized database installations.
• Provided first and second level hardware and software diagnostic support for all
issues.
• Phone contact with a client base of over 1,000 users in support of in-house and third
party software products on various hardware platforms.
• Supported Microsoft Office software package.
• Electronic mail support included message creation, file attachment procedures, and
file maintenance.
• Maintained current database of all incoming calls to Support Center.
• Supervised, monitored, and verified shipments of hardware and software materials
to clients.
EDUCATION
BA, Temple University, Philadelphia, PA
Holy Family University, Philadelphia PA – completed 30 credits in Computer Science
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