Customer Service Manager

smriti (suzi) jain

**** ****** **. *** *****, CA 92116 619-***-**** ********@*****.***

Results-driven customer service and operations professional with experience in biotech, medical device, pharmaceutical, and health care industries.

CORE COMPETENCIES

-Customer Service

-Operations

-Supply Chain, Logistics & Vendor Management

-Client & Account Management

-Project & Program Management

-Cross-Functional Team Collaboration

-Payor Reimbursement, Patient Assistance Programs, Pharmacy Distribution, Medical Billing

-Computer Skills: QuickBooks, Microsoft Project, Microsoft Visio, Microsoft Office Suite (Excel, PowerPoint, Word), CRM systems

EMPLOYMENT HISTORY

Evofem Biosciences, Inc./WomanCare Global San Diego, CA April 2013 – Present

Evofem Biosciences Inc. is a biotechnology company whose mission is to advance the lives of women. WomanCare Global, a medical device company sponsored by Evofem, provides access to reproductive health solutions for women and girls globally. I started as Customer Service Manager and was promoted to Director of Customer Operations, then to Director of Operations. My team served as main contact for customers in 125 countries. Products include medical device, over-the-counter, and cosmetic products. I am the main customer service and operations contact overseeing product distribution, supplier management, inventory management, and logistics. Built strong customer relationships, worked closely with multiple departments including Quality and Regulatory to ensure FDA compliance.

Director of Operations (March 2016 – Present. Evofem/WomanCare Global)

-Responsible for customer service, product distribution, vendor management, and supply chain. Developed improvements in inventory monitoring resulting in cost savings.

-Manage quote to product delivery process for customers world-wide.

-Collaborate with international suppliers, customers, and sales representatives to promote successful business relationships, resulting in increased customer satisfaction and sales.

Director of Customer Operations (October 2015 – March 2016. Evofem/WomanCare Global)

-Developed SOPs to ensure consistency and increase efficiency.

-Worked closely with Sales, Finance, Marketing, Quality, and Regulatory to ensure customer satisfaction.

-Developed and monitored metrics to prevent back order situations and delayed shipments. Met or exceeded all metrics.

-Improved customer relationships after previous staff turnover.

Customer Service Manager (April 2013 – October 2015. Evofem/Cosmederm)

-Built strong customer relationships. Exceeded the needs of customers to ensure customer delight.

-Successfully launched skin care product line.

-Implemented Salesforce CRM to streamline operations.

-Developed department SOPs to improve efficiencies. Collaborated with Quality and Regulatory to ensure compliance.

-Ensured good communication between all departments was maintained to ensure that quality products are delivered to the customer (Sales, Logistics, Quality, etc.)

SJJ Consulting San Diego, CA June 2012 – March 2013

Independent contractor in an operations management role. Managed daily operations for Branded360, a full service promotional agency delivering targeted experiences using promotional and premium brands.

-Created and implemented SOPs.

-Implemented CRM and order processing solutions to streamline operations.

-Assisted with marketing, sales, and business development efforts and helped gain 20 new customers.

Covance – Drug Development Services Company San Diego, CA May 2003 – June 2012

Covance is a global contract research organization. Started as Account Manager in the Market Access division, then was promoted to Program Manager. Served as main client contact and managed reimbursement and patient assistance programs and pharmacy distribution, including program operations as well as client interactions. Managed day-to-day client requests and worked to ensure that operations staff was knowledgeable and operationally effective and meeting client needs. Worked with the QA/QC department to ensure SOPs in place to ensure quality of service delivery and high customer satisfaction. Participated in client meetings, sales force training programs. Managed programs for profitability. Reviewed, adjusted, and monitored volume, staffing, and revenue forecasts and communicated changes to forecast to appropriate parties. Identified and implemented operational solutions to resolve budget issues and eliminate write-offs. Continued to grow reimbursement knowledge and stayed abreast of industry trends. Provided leadership in company initiatives.

Program Manager (March 2008 – June 2012)

-Worked on proposals and business development activities and won 12 scope expansions and 3 new major clients.

-Consistently exceeded performance metrics.

-Successfully launched 5 new programs and initiatives.

-Was selected as a host of the Pre-Leadership Development team to mentor staff on leadership path.

Account Manager (May 2003 – March 2008)

-Successfully co-managed the launch of two new biotech products during a 12-month period.

-Focused on understanding public and private payment mechanisms for new therapies in the nephrology and oncology disease areas.

-Conducted 50 off-site reimbursement presentations and provider audio-conferences.

-Trained and advised a team of over 75 individuals. Mentored 19 junior staff as an advisor and coach.

BTX Instrument Division of Genetronics, Inc. San Diego, CA June 2000 – March 2003

BTX is a biotech company commercializing electroporation and electrofusion equipment. I started as Technical Support Representative, then was promoted to Account Manager position. Responsible for technical support and product sales to US and international distributors and researchers. Responsible for tracking account sales and taking corrective action to ensure that quotas are met. Monitored sales progress, did sales forecasting, and worked on distributor plan development.

Technical Sales Account Manager II (May 2001 – March 2003)

-Consistently achieved 95-110% of quota and grew key account sales by 30%. Main account was Fisher Scientific.

-Responsible for in-house, field support and training of product capabilities and usage to US accounts and US/international distributors. Supported approximately 75 accounts.

-Developed and coordinated the implementation of product promotions and product launches. Responsible for technical content of marketing collateral. Coordinated distributor marketing activities.

-Participated in tradeshows and seminars to promote products.

-Tracked market trends and studied competitive products and techniques.

-Worked with a team of researchers and engineers, providing market research and support in the development of a new product line for high-throughput screening.

-Developed relationships with research industry leaders, resulting in contractual agreements for beta test sites.

Technical/Customer Support Representative (June 2000 – May 2001)

-Consulted with customers on product applications. Worked to troubleshoot customer applications to achieve problem resolution.

-Promoted products and participated in tradeshows and conferences.

-Managed instrument trial program with customers.

-Took primary sales responsibility for two key accounts and exceeded goal.

Qualigen, Inc. Carlsbad, CA March 2000 – June 2000

Temporary Research Associate

Research position in a company whose product is a PSA assay for prostate cancer screening. Responsible for performing assays in the research & development department.

-Troubleshooted discrepancies between tube assays and mechanical data.

-Performed stability and conformance tests on assays.

Drs. Steven Ruderman and Dennis Costello La Jolla, CA March 1996 – March 2000

Medical Insurance Biller

Part-time position during college. Responsible for medical billing in a fast-paced medical office. Worked with CPT and ICD-9 coding. Utilized knowledge of Medicare, HMO, and private insurances’ reimbursement rules and regulations to ensure highest payment of claims.

-Managed collections and recuperated thousands of dollars from old accounts receivables.

LANGUAGE CAPABILITIES

English

Spanish

Hindi

EDUCATION

BS, Biochemistry & Cell Biology, University of California, San Diego, CA

AWARDS

Covance Way Award. Each year, this award is provided to 1% of all employees who exemplify the company’s mission in the areas of people, process and/or clients.

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