Customer Service Sales

Sharon Guscott **** Coolidge Ave Baldwin NY *****

516-***-**** *********@***.***

Accomplished professional and team player, with over 25 years of experience. Leading and managing customer services, sales and compliance teams in the pharmaceutical industry. Effective leader with the ability to mentor, motivate, train and coach cross-functional teams to meet departmental goals and objectives. Skilled in federal and local regulation requirements and developing and implementing programs and processes to meet compliance regulations. Experienced in creating eLearning training programs and managing employee development. Strong background in developing procedures that increase efficiency and productivity across departments.

Areas of expertise:

Project Management Compliance Training and Development Vendor Management Customer Service

Standard Operating Procedures Regulatory Guidelines eLearning SAP MS Office Veeva System

PROFESSIONAL EXPERIENCE

Gap explanation: Actively job seeking.

Temporary Employee with Randstad Corporation Services:

Assignment: Estee Lauder Companies 3/26/2015 to end 5/29/2015

10/7/2015 to 2/26/16

(Legal Department 110 East 59th Street, New York, NY 10022)

Coordinate and maintain two Vice Presidents and Legal Counsel Calendars, and other office activities.

Schedule appointments and meetings, and provide requested information as required.

Answer telephone - take messages or field/answer all routine and questions.

Print and coordinate reports for VP review.

Scan and send reviewed documents from VP as instructed

Electronically file reviewed documents as requested per procedure

Check VP’s out box and execute as instructed

Create file folders as requested

Perform all other duties as assigned.

Forest Laboratories, Inc. 1989 -2014

Manager, Sample Compliance Department (2007-2014)

Managed Prescription Drug Marketing Act (PDMA) field audit staff, Project Coordinator and Administrative Assistants to ensure departmental goals are met.

Interpreted federal and pharmaceutical regulations, including PDMA, that impact Forest Field Sales Force pharmaceutical sampling or promotional activity.

Represented Forest Laboratories interest with vendors, competitors, state agencies, law enforcement agencies, and third parties regarding PDMA issues.

Participated in industry activities to benchmark Forest policies against other pharmaceutical companies.

Coached and developed staff and provide lateral leadership within the department regarding employee issues.

Trained all field individuals on PDMA regulations which included creating and presenting manuals, annual web based training and testing.

Assisted in developing and maintaining department field auditing procedures to meet PDMA compliance.

Helped with investigating outsourcing alternatives to ensure fiscal responsibility and lower expenses.

Managed the budgets for 2 distinct cost centers within the department.

Ensured compliance with any recall activities as per GMP guidelines.

Oversaw sales force manager counts and storage inspection processes for sales force

Developed and created new processes and procedures that increased department productivity and efficiency.

Assistant Manager, Sample Compliance Dept., (1999 – 2006)

Managed Sample Compliance Supervisor, Project Coordinator and customer service work assignments which include completing employee evaluations, scheduling, attendance and ongoing employee training.

Oversaw all compensation, state license projects and departmental goals and initiatives.

Created and updated Standard Operating Procedures (SOP’s) for Sample Compliance Department.

Managed SC Department coordinators that oversaw sales representative call center and performed account maintenance, merge queue maintenance and practitioner state license validation in accordance with FDA and Prescription Drug Marketing Act (PDMA) regulations.

Analyzed issues related to PDMA Compliance via the ACD (phone system) reports.

Created policies, procedures and training materials to comply with the PDMA requirements.

Forest Laboratories, Inc. experience continued

Supervisor, Internal Audit, (1990 – 1999)

Ensured Standard Operating Procedures and work instructions were followed by auditing staff and worked with development teams to create reports to monitor user behavior.

Proposed and assisted in the development of new processes and procedures to increase department efficiency.

Served as a mentor and advisor to senior level management.

Ensured assigned projects were completed on time and according to specified instructions.

Conducted process and procedure training for new and existing employees and New Hire Training for Field Sales representatives and Field Sales Management.

Managed and resolved escalated customer issues and service complaints issued by the compliance team.

Department Lead, Call Reporting Department and Internal Audit Dept., (1989 – 1990)

Completed data entry for Sales Force and audited and reconciled sales force inventory.

Assisted Sales Force customers with questions and completed hotline tracking and issue escalations.

Provided guidance and support for CASRRA forms issues including providing paper backup for electronic devices.

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TRAINING & PROFESSIONAL DEVELOPMENT

Tenured Manager Program

Requirements Development & Management and Writing Effective Requirements

Management Skills Course 290, Learning Tree International

Successful Public Speaking, Dale Carnegie Training

Trackwise SOP Training

Remedy Incident Management

Virtual Information Purchasing System

Project Management Fundamentals

PDMA Conferences

E-Learning Module Development

EDUCATION

Institute for Integrative Nutrition (Health Coach) 2015 - 2016

Fitz-Henley Secretarial Institute (Jamaica, West Indies) - 1979 - 1983

St. Catherine High School (Jamaica, West Indies) - 1971 – 1977

CERTIFICATION

Tenured Management Certification (FRX Leadership Training Program)

Healthcare Compliance Certification Program (Seaton Hall School of Law)

Project Management Fundamentals Certification (International Institute for Learning, Inc.)

Trackwise SOP Training Certification (FRX Informatics Training Services)

Advance PowerPoint Certification (FRX Informatics Training Services)

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