Customer Service Manager
Resume:
Carol DiMauro
Newtown, PA
*****.*******@*****.***
PROFESSIONAL PROFILE
Account Manager with a proven record of exceptional client service and reliability.
Ability to anticipate and respond to client needs, as well as evaluate projects and programs holistically and provide recommendations and implementation strategies.
Excellent leadership skills with the ability to coordinate and manage multifunctional, internal, external and international teams.
Inventory asset and supply chain management experience with the ability to prioritize and maintain multiple ongoing programs.
Pharmaceutical experience with a focus on maintaining stringent compliance and legal standards.
PROFESSIONAL EXPIENCE
Client Services – Dialog Direct
Program/Account Manager 2014-2017
Customer Service: Company liaison for client, AstraZeneca; managed and maintained client relations and requests pertaining to field sales support, promotional material maintenance, project/program management and process improvement.
Program Implementation: Positioned as client interface, maintaining client expectations, program validation and implementation including cost estimation and contract development. Successfully lead a team to produce a program to implement print on demand assets for professional and field disbursement.
Program Development: Successfully evaluated client requirements to develop, manage and support an asset ordering store front, utilized past experience and program capability knowledge to ensure an enhanced user experience.
Marketing Services– Bristol-Myers Squibb (BMS)
Senior Specialist 2006-2014
Project Management: Led a cross functional team including internal and external colleagues in the development of an electronic employee alert system for newly available promotional materials.
Inventory Procurement and Management: Maintained Sales and Marketing assets for multiple pharmaceutical therapeutic areas, adjusting to changing sales strategies as well as Food and Drug Administration mandates to ensure stringent compliance standards.
Training: Developed and facilitated the electronic routing training program to all levels of the organization as well as external partners in a classroom setting and conducted one-on-one training to Senior Executives as requested; excellent presentation and communication skills with an understanding of computer functionality.
Vendor Evaluation: Conducted an analysis, interview, and capability evaluation of several third party vendors and participated in the selection process which involved a multi-million dollar contract; met aggressive timelines that resulted in highly successful partnership with significant corporate savings.
Customer Support: Subject-matter expert for internal software application including call center support, troubleshooting, issue documentation and resolution as well as process improvement strategy development and implementation.
ACADEMIC ACHIEVEMENTS/TRAINING
Bachelor of Science in Business/E-Business: University of Phoenix, Graduated with honors magna cum laude.
oThis course of study provides essential knowledge and application in both business and information technology.
Associate of Arts General Studies (AAGS) Degree Program: University of Phoenix.
Dale Carnegie Graduate; recruited for coaching position.
COMPUTER SKILLS
Windows, Microsoft Office Word, Excel, PowerPoint, SharePoint, Outlook, Access, Concur, Net Suite, Adobe Acrobat, Skype, SAP, Internet Explorer, Chrome, BMS Mercury System
AWARDS/RECOGNITION
President’s Award: BMS Brand Launch; President’s Award: BMS Medicaid Formulary Communication Team; Certificate of Distinction Award: Marketing Services Web Order Team; Certificate of Distinction Award: BMS Brand Launch Team
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