Customer Service Sales

Debora Doutre

************@*****.***

:Cell: 647-***-****

PROFILE

Actively seeking new opportunities as a Bilingual, versatile customer service/administrative individual with several years of experience in areas of Business; Pharmaceutical; Sales/Collection; Medical-pharmaceutical Insurance; Finance/Banking and Durable Goods industries. Excellent interpersonal and communication skills in English and French. Quick continuous learner; can multi task in fast paced environments; ability to working independently and within a team.

Key strengths include:

Customer Focused/Leadership

Flexible

Positive/Energetic

Multi-tasking/Organizational Skills

Analytical and Problem solving skill

People skills

Professional

Computer Proficiency

Manage Change

PROFESSIONAL EXPERIENCE

METHAPHARM INC., Brantford, ON 2012-2015

Bilingual Clinical Liaison/Account Manager - Customer Service

Interacted with all physicians, RN, Pharmacist, end-users in providing optimal product knowledge, marketing materials, web design, samples request and new product releases.

Front-line communicator to physicians, plastic surgeons, cosmetic surgeons, dermatologist, pharmacist and patients providing product information/education Kelo-cote/Kelo-stretch.

Develop potential prospects resulted into sales and referrals.

Created master list of industry professional for mail-out; calls and eduction sessions.

Prepare enrollment/attendance materials for Trade Shows across Canada.

Maintained data base of contacts/sales into Sales LOGIX order processing, warehouse packaging, shipping tracing, drug orders ensuring information processed to related parties.

Process orders in a timely manner (verbal, fax, email, EDI).

Record all complaints report to QA Department with regulatory guidelines.

Consult with regulatory for all new materials, brochures to meet HC requirements.

Negotiated product dislplaying with physician/pharmacy.

Other duties as assigned, special projects and training.

AMERISOURCEBERGEN CANADA/INNOMAR STRATEGIES, Burlington, ON 2011-2012

Senior Bilingual Reimbursement/Case Manager Specialist Services

Managed all aspects of the Onco-Care Program and Isentress Program to meet all objectives providing optimal effective drug therapy; maximizing institutional and company revenue.

Acted in an interdisciplinary partnership with the health system; hospital staff; pharmacist; HCP; physicians’; Social Workers and patients to optimize drug coverage/financial assistance or compassionate medication for the course of therapy of cancer and HIV patients.

Back-up support to several programs; Peg-Care (Hep C);Victoza (Diabetics II); Alex Program

Prepared appeal to manufacturers for compassionate consideration; negotiate drug coverage with both Private and Public Plan providers and federal mechanisms;

Generates drug orders ensuring required information faxed to the pharmacy, and related parties.

In depth knowledge of public/private/federal mechanisms to Identifies/qualifies drug programs.

Participates and attends on-going refresher training and specialized training courses for specific products or programs.

Report all Adverse Events to Drug Safety; review Product Monographs.

DEBORA ANN DOUTRE Page 2

WELLS FARGO FINANCIAL, Mississauga, ON. 2004-2010

Senior Bilingual Assistant Manager Customer Service – Jan 2010

Executed loan applications, web, internet and service calls to meet sales goals and handling of customer escalated concerns in a timely manner.

Interfaced in a professional and courteous manner with customers throughout the credit application and approval process for personal and auto loans and mortgages.

Maintained excellent relationships with customers in order to improve customer satisfaction.

Provided customers with objective profiling. To generate more business extended contact to sell new and additional products and/or services.

Handled escalated calls.

Manage Customer Service Experience.

Collection – March 2006 – Promotion

Contacted customers with past due accounts, resolving incoming enquiries to optimize repayment.

Successfully recovered $1M/per year revenue from past due accounts.30-60;60-90;120;150

Resolved incoming inquiries to optimize account repayment.

Methodically reviewed and analyzed accounts as presented to determine the most effective method of bringing the account up-to-date and protecting company’s assets.

Maintained a high level of product knowledge in order to provide professional, courteous financial counselling for customers in difficult financial situations.

Successfully negotiated and offered settlement to salvage receivable and mitigate company assets.

CANAMERA FOODS, Oakville, ON 2003-2003

Senior Team Lead Bilingual Customer Service Representative

Responded to all customer queries regarding edible oils, products and by-products.

Received orders and inquiries from customers and provided information regarding pricing, specifications, sales order statistics, delivery and unpriced oil, with emphasis on excellent customer service.

Entered sales orders, assigned routes, and generated transportation orders, ensuring inventory and credit issues were addressed, in a timely, accurate and efficient manner.

Maintained prompt and continuous follow-up to ensure customer commitments were met.

TD VISA, Toronto, ON 2001-2002

Team Lead Senior Bilingual Customer Service Representative

Monitored enquiries regarding Visa products, features, policies and procedures and providing excellent customer service.

Monitored calls, coached and mentored Customer Service Representatives where required to ensure quality standards were achieved.

Handled all escalated customer calls.

Successfully defined nature of a problem through sound knowledge of cardholder agreement and identified when further action was required.

Awarded highest productivity level within the team for the highest level of in-coming calls while maintaining customer quality quota.

Proved multi-task by utilizing 7 different system applications within talk time statistics.

DEBORA ANN DOUTRE Page 3

TECHNICAL SKILLS

Microsoft Office

MS Outlook

Netscape

Internet Explorer

SAP

Navision

EDI

GUI

Dollar Host

Xycor

Access

Baan

MSP Production

Excel

SLX Sales Logics

Sharepoint

Education

Laurier University– continuous Health Sciences

Review: Word 2013/Excel 2013

Canadian School Investigations

DeVry Institute – Computer Programming

LaSalle Secretarial College

Professional Development

Success Selling Skills; Interpersonal Communications; Negotiations; Time Management;

E-Mail Etiquette; Reflexology Foot, Hand, Ear; Thermal Palms Massage; Reiki; Classical Therapy Yoga and Meditation, Mindfulness

Groups and Associations

Pharmaceutical Reimbursement, Health Economics & Outcomes Research

Pharmaceutical Jobs Biotech Life Sciences & Medical Devices

AmerisourceBergen Network

Canadian Association for Healthcare Reimbursement

Canadian Market Access & Drug Reimbursement Network

International Association of Private Investigators

Diversity Committee

Volunteer Worker – Shout – HIV Street Youth Facilitator

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