Rabab Alma

*** **** ***** **** ** Prussia, PA ***06 610-***-**** aczkun@r.postjobfree.com

Sales Ops and Service Manager

Successful and driven professional with 16 years of client-facing experience. Demonstrated track record of consistently conducting business tasks with the utmost in professionalism. Proven ability to efficaciously manage teams and lead them to achieve high levels of productivity. Adept at working to achieve organizational goals in both team-focused and individual capacities. Personable with a positive demeanor. Seeking a leadership role that will allow for continued leverage of customer service acumen; targeting positions that will allow for professional growth and leverage of diverse skills.

CORE COMPETENCIES

Customer Relations Expertise Consumer Market Research Product & Program Management

Financial Relations Portfolio Management New Business Development Cost Control Marketing

Insurance Processes Consulting Services Clinical Trials Resource Management Leadership

Critical Thinking Tactical Problem Solving Service Delivery Interpersonal Communication

Data Stewardship & Management Reporting Sales Force

EXPERIENCES AND ACHIEVEMENTS

KEEN360, King Of Prussia, PA 2015-2016

Sales Operation Manager- Janssen

Managed team of analysts in 3 locations, one in PA and 2 in NJ. Responsible for managing the team to provide services to high profile pharmaceutical client. Developed and implemented new processes to maintain high efficiency and outstanding level of productivity . Established new methodologies to provide business solutions to ensure client success

tDeveloped new processes to eliminate duplication and ensure efficiency

tEngaged Client SMEs and shared resources to proactively address concerns and align expectations

tManaged a distributed team across 3 offices. Delegated work to the team and managed accountability

t Maintained solid relationship with senior and top client management

tDeveloped team members and ensured high level performance and outstanding client service

DRUG DEV, King Of Prussia, PA 2014 – 2015

Client Service Manager

Served as point of contact for clients; worked to deliver high-caliber support. Delivered timely and accurate payment services in an ongoing effort to manage financial interests between the company and its clientele. Onboarded new clients and effectively handled business relationship retention efforts with current ones by offering more values to their financial investments, e.g. business offerings and solutions. Supervised a team of Grant Payment Associates, Coordinators and Leaders; included training, coaching and positive enforcement efforts.

tAimed to ensure maintenance of high satisfaction levels throughout all payment service projects; oversaw different payment process phases to ensure accuracy

tDeveloped new and innovative procedures, e.g. a new client portal; used in working with sponsors to gather information needed to complete internal planning and staffing of study teams

tOversaw grant payment for clinical trials in order to guarantee that all services were rendered successfully and that sponsor satisfaction levels remained high

tRan regular reports to ensure accurate and timely payments; met with clients to solicit feedback, conduct surveys and schedule processes across all teams

HIGHPOINT-SOLUTIONS, East Norriton, PA 2013 – 2014

Senior Consultant and Project Manager

Handled numerous projects and corresponding budgets for pharmaceutical clients while simultaneously supporting company production efforts; partook in SOW writing-managed projects for the SLA (service level agreement) and made sure projects were within scope, time and resources.

tPrioritized and coordinated daily Data Stewardship activities for MDM Manual Queue Reconciliation, data maintenance and data inquiry purposes; included development of even workflow distribution

tTrained and coached Data Stewards on daily, weekly, and monthly responsibilities related to use of Informatica/IDD and Veeva; developed business rules and had Stewards work on a pilot to help educate them on relevant policies

tProactively recognized data errors and analyzed each to determine root cause and adjust process; done to prevent error reoccurrence and to devise recommendations for clients

tCreated quality and performance metrics to track improvement and eliminate rework; devised charts and grids to track daily and weekly performance and assess comparison between targets and actuals

IMS HEALTH, Plymouth Meeting, PA 2005 – 2013

Customer Support Analyst

Managed Care Plan Database Analyst

Acted in a Certified Client Service Analyst capacity to analyze and ensure quality in report compilation, project management, training, and analytical presentation endeavors. Reviewed reports to apply corrections and deliver feedback. Recognized as a team Subject Matter Expert (SME) with regard to managed care data; used to train and coach coworkers on data management best practices. Acted as the chief support liaison between pharmaceutical clients and the company; communicated business needs between clients and company to customize reports and communicate concerns effectively

tRemotely managed India-based team that aided in verifying and releasing reports; trained staff, answered questions and performed quality assurance related to the team’s overall performance

tDistributed custom sales/prescription data reports for all pharmaceutical clients based on ad-hoc assignments and custom client needs

tPartook in Lean Sigma-focused process improvements; led market research and quantitative analysis projects; included national data projects including provider data initiatives; also handled team cross-education initiatives focused on IMS service offerings

tEnsured continuous improvement of Plan Granularity in the Managed Care Plan Universe within the Retail, Specialty Pharmacy and Long Term Care sectors

tLed data mapping project related to IMS Long Term Care data from various pharmaceutical companies; served as a specialty project used to allocate data and keep granularity levels high

INDEPENDENCE BLUE CROSS, Wayne, PA 2000 – 2005

Claims Analyst & Adjuster

Directed training and project management functions aimed at improving overall company processes; created specialty groups dedicated to process specific claims to guarantee overall specialization and accuracy. Efficiently delegated projects based on staff members’ experiential levels/morale and followed up on progress. Coordinated benefits with various insurance providers including Medicare. Handled all facility and durable medical equipment (DME) claims; analyzed each claim to ensure information accuracy and pay medical claims based on the guidelines.

tIntroduced the Personal Choice processing option in addition to the HMO one

tAssumed responsibility for Quality Focused Project (Gastrointestinal and Cardiovascular) focused on specialty claims

tPromoted to Claim Adjuster in 2002 due to excellent workplace performance in processing claims

EDUCATION

Masters of Arts, Clinical Counseling Psychology, LaSalle University, 2010 (GPA 3.9)

Masters of Business Administration, California Coast University, 2005 (GPA 3.5)

Bachelor of Business Administration, King Saud University (GPA 3.9)

HONORS & INVOLVEMENT

tExcellence Award received in 2005 for efforts in representing Medicare D payers and plans within the Managed Care Plan Universe

tVolunteer Teacher for Sunday School (ages 6-8), New Horizon

tVolunteer Counselor for the Domestic Violence Project, Women’s Center of Montgomery County, PA (included eight weeks of intensive training and practicum)

tPlatinum Client Service Quality Award for Q3 achievements in 2012, IMS

tToastmasters Member; Awarded Second Place in Speech Area Contest in 2011; also served as Vice President for Membership at Valley Forge Toastmasters

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