Laurie Hoffman

New Egypt, NJ ***** 609-***-**** ad2ogu@r.postjobfree.com

linkedin.com/in/laurie-hoffman-996b7b6b/

Customer Service

Dynamic, self-driven Manager recognized as an expert in building and maintaining customer relationships. Proven success partnering with key stakeholders to understand requirements and create opportunities that help achieve objectives in the pharmaceutical space.

Core Competencies

Customer Service Project Management Account Management Operations Management

Relationship Building Cross-Functional Collaboration Contact Center Finance and Budget

Professional Experience

Syneos Health

Associate Director, Client Services September 2022 – October 2023

Client Services ambassador for operational support in a contract sales organization.

Collaborated with internal customers to establish governance protocols for the Client Services department. Hired, onboarded, and provided ongoing performance feedback to assigned staff.

•Celebrated the successes of the department.

•Developed and implemented a quarterly rewards and recognition program.

CoverMyMeds McKesson

Senior Strategic Account Manager April 2010 – September 2022

Primary contact with pharmaceutical companies for access, adherence, and affordability programs. Partnered with internal customer support teams dedicated to delivering patient centric solutions while exceeding customer expectations for operational excellence.

Managed execution of contracts with business development, client, and legal. Served as primary liaison between the company and the manufacturer for program support.

•Participated with business development and insights team on preparation and delivery of quarterly business reviews.

•Fostered collaboration among team members to optimize program outcomes and client success.

•Coordinated with third party vendors on program fulfillment, website, SMS, IVR, and Data Extracts.

•Managed submission of copay material in client’s instance of Veeva for medical, legal, regulatory review.

•Created and maintained business requirements documentation for all Patient Support programs.

•Facilitated successful execution of multiple projects and ensured on-time delivery, high quality work, and budget adherence.

•Consistently managed program changes using detailed project plans.

•Identified risks, assumptions, issues, and dependencies for each project.

•Partnered with Contact Center to manage SLAs and assisted with other activities, such as work instructions and IVR scripts.

•Engaged with Compliance to monitor manufacturer program requirements.

Laurie Hoffman ad2ogu@r.postjobfree.com Page 02

Additional Relevant Experience

The Hibbert Group

Senior Manager, Client Services

Highly effective and engaged people manager in the field of fulfillment and customer relationship services.

Hired, trained, and managed various teams consisting of inventory managers, account service representatives, program administrators, and marketing database analysts.

Effectively partnered with production, print, and assembly areas to prioritize direct mail projects and/or ongoing fulfillment.

Collaborated with a third-party vendor to create a playbook that included details for implementing CRM programs for new and existing branded products.

iPhysicianNet

Account Manager

Successfully planned and managed contracted projects for multiple manufacturers, including the implementation of iPhysicianNet software and hardware at pharmaceutical locations.

Identified customer needs, proposed recommendations, and restructured program to support both long- and short-term business objectives.

Coordinated client media with iPhysicianNet staff and pharmaceutical manufacturers.

Trained 100+ pharmaceutical agents on the video detailing system.

Prudential

Customer Relationship Manager

Established project manager assigned to build out call coaching, quality, and operations processes.

●Designed Operation processes, created process maps, and designed workflows representing the Operations and Controls functionality for the Case Management, which included roles and responsibilities.

●Responsible for the design and implementation of the enterprise Call Coaching program within 7 call centers, representing 200 Customer Service Representatives and Tele sales Representatives in the Learning and Performance role.

Baxter Healthcare

Customer Service Manager

Effectively ensured high efficiency levels in call management within customer service.

●Supervised 16 internal staff members in the areas of field sales, quality assurance, customer service and contract administration.

●Transportation analyst, responsible for managing day-to-day requests from the transportation team.

Education

Associate in Liberal Arts,

Middlesex County College, Edison, NJ

Technical Skills

Outlook Excel Word PowerPoint JIRA Confluence Veeva Salesforce Smartsheet Power BI

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