Customer Service Management
Resume:
MARY L. JOHNSON
VAILSBURG, NEW JERSEY *****
E-mail – ******@***.***
OBJECTIVE
To secure a position within the pharmaceutical industry which utilizes my knowledge and skills while offering
advancement in a challenging environment.
EDUCATION
ESSEX COUNTY COLLEGE, NEWARK, NJ
Major: Business Administration
MICRO TECH TRAINING CENTER, EAST ORANGE, NJ
Course Studied: PC Application Specialist
EXPERIENCE
March 2013 – March 2014
Klein Management Systems, Inc.
NOVARTIS PHARMACEUTICALS CORPORATION, EAST HANOVER, NJ
Oncology Global Development
Contracts Coordinator
Assisted with routing contracts for fully execution, QC and processed contract packages, entered vendor and
consultant agreements into the contract mana gement systems Road Runner and CLM, entered contract information
into RTP to request PO numbers
Assisted with the VCOE – Vendor Center of Excellence project
Ran Dun & Bradstreet Reports for vendor assessments to determine if the vendor had an acceptable financial rating
Performed financial due diligence to establish the vendor’s rating when the D&B reports evaluations were
inadequate or unavailable
Processed Amendments for Master Agreements with Anti -bribery and Quality Addendums as needed
Prepared questionnaires, the (SQA) Supplier Quality Assessment workbook for the vendor’s feedback
January 2011 – February 2012
HOFFMANN-La ROCHE, INC., NUTLEY, NJ
Scientific Services – U.S. Site Contracts
Contract Manger
Managed all activities associated with development and execution of Clinical Trial Agreements with the
investigators and the institutions
Processed all SAE/AE documents from the Study Teams, Institution and Science to allow finance to produce
invoice payments to the Institutions in a timely manner
Processed several Amendments for Clinical Trial Agreements, Work Orders, Clinical Study Protocol Riders,
SMOs, Payee, PI, Institution and address changes
Liaison between the Study Teams, Roche Law, CRO Partners/and V-ICG in Negotiating Investigator
Site Clinical Trials Agreements
Updated and combined two detailed Master Agreement lists for both Sponsors throughout varies stages of the
reorganization
August 2007 – December 2010
Business Support Group – Investigator Contracts & Payments Group
Contract Specialist
Resolved contract and payment issues by troubleshooting, prepared Amendment for additional patients
Negotiated Confidentiality Disclosure Agreements, provided JITT-Training for PDOA and Global Teams
Acted as back-up to both the BEN System Administrator and BEN “Super User”
Provided training to the Study Team Members on how to requesting SAE and AE payments
Trained the Study Team Members on process and procedures of complet ing a fully executed agreement
Updated and maintained the ICPG tracking systems (BEN, LiveLink & Shareweb) while recommending
system improvements as needed
June 2005 – August 2007
Business Support Group – Investigator Contracts Group
Business Support Specialist/Coordinator
Tracked contracts for Clinical Trial Agreements and Confidentiality Disclosure Agreements
Customer service - responded to calls in reference to contract issues and status
Distributed contracts to Institutions and CROs upon Execution
File captured all Contracts and maintained the Shareweb file management systems
Performed quality assurance in contract and budget information
Liaison between Clinical team, sites and ICG
Ensured deliveries of all original fully executed contracts to the Law Department
Processed Master Agreements, Assignments, Termination Letters, Letters of Indemnification, Feasibilities
and SAE/AE letters
FEBRUARY 2002– June 2005
Adecco Agency
HOFFMANN-La ROCHE, INC., NUTLEY, NJ
Business Support Group-Investigator Contracts Group
Business Support Specialist
Quality controlled all contract and budget information
Mailed contracts to the institutions once fully executed
Ensured delivery of all original fully executed contracts to the Law Department
Maintained the LiveLink file management system for various Investigator, Lab and Consultant Agreements
Filed captured all Contracts and created electronic copies of each agreement for the Study Teams and Law
DECEMBER 1997 – April 2001
MERIAL LIMITED – Joint Venture MERCK & CO., INC & AVENTIS, ISELIN, NJ
Business Support Unit
Associate Business Administrator
Balanced Monthly Sales and Commission within several platforms
Prepared necessary documents to order new cars for company representatives
Revised Automated Vehicle Information System in a vendor supported web -based product
Maintained expense tracking systems to ensure proper and prompt reimbursement
Responsible for timely, accurate data entry on product pricing and commission payment adjustments
Supplied customer sales and product information to senior management for specific customer segment
Supported Fleet Administrator with motor vehicle records, aided in the rapid response to vehicle and driver issues
AUGUST 1997 - NOVEMBER 1997
MOUNTAINSIDE HOSPITAL, MONTCLAIR, NJ
Health Promotions
Secretary
Setup registrations for Health Promotion Programs, created spreadsheets flyers and other required forms
Typed documents, and mailed out test screening results, prepared program evaluations for all seminars and classes
NOVEMBER 1990 - OCTOBER 1996
FIRST UNION NATIONAL BANK, NA, NEWARK, NJ
Funds Transfer Department
Domestic Wire Operator
Processed daily over 200 million dollars worth of payments within strict timelines
Analyzed authenticity of transfers using established security guidelines
Researched accounts and confirmed the details for Federal Reserve transfers
Handled a high volume of telephone inquiries
OCTOBER 1987 - NOVEMBER 1990
Stock Transfer Department
Assistant Supervisor
Oversaw the daily transfer of Stocks and Bonds, reviewed legal documents for validity and authenticity
Monitored and delegated work through various stages of production
PROFESSIONAL SKILLS
Typing 60 wpm, Microsoft Office package, Systems: Emptoris Contract Management System (ECM), Business
Engine Network (BEN), Shareweb, Livelink, Touchpoint, LeagueOne, RoadRunner Contracts Lifecycle Management
(CLM), Req to Pay (RTP), Knowledge of Aribia, SAP and GrantPlan,
ORGANIZATIONS
September 1994 – December 2014
Board Member
Newark Pop Warner, Newark, NJ - Cheer Commissioner, Web Master and Background Checks Submitter
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