Asset Management Customer Service

HELEN SHARESHIAN

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

SUMMARY

Retired Manager with strong interpersonal skills and successful track record of implementation and management of global marketing applications in the pharmaceutical industry. Energetic and enthusiastic professional who enjoys collaborating with clients and coworkers to remove any barriers to success. Extensive background in training and supporting users worldwide in the use of various applications and websites. Experience in:

Electronic content management systems (workflow, digital asset management, IT Asset Management – ServiceNow, SharePoint)

Training (design and delivery)

Customer Service

WORK HISTORY

Clerical/Reception Support (Parttime) 2023 - Present

Davies Co., Lakewood Ranch, FL

This company is a Third-Party Administrator for insurance claims (workers comp, liability and property)

High volume phone work

oReceive and field incoming calls from claimants, healthcare providers, insurers, attorneys

oAnswer questions concerning claim status, adjustor contact information

Extensive computer work

oUsing various scanning applications, link documentation (bills, legal docs, communications) to the correct claims.

Client Communication Specialist (Volunteer) 2020 - 2023

Florida Cancer Specialists Foundation, Lakewood Ranch, FL

Assist patients with the process of applying for the Foundation’s grant to help pay for their daily living expenses while undergoing cancer treatment.

High volume phone work

oReceiving incoming calls from grant applicants – checking on grant status’, documentation required or bills to be paid.

Extensive computer work

oUsing external and internal websites to create applications, upload documentation, maintain diary of exchanges with applicants and internal team members.

oReviewing, compiling, annotating faxed documents and uploading to applicants’ applications.

oReviewing emails – troubleshooting, investigating, responding to applicants’ inquiries.

Bristol-Myers Squibb, Princeton, NJ 1996 - 2019

Project Manager (PMP), Infrastructure Services 2012 - 2019

Collaborate with Application Owners, Hosting DCMs, DXC and Accenture to upgrade hardware and databases to supported platforms

Maintain and publish reports on applications based on their infrastructure risk level.

Using the platform, ServiceNow, manage asset management (including applications and infrastructure), change management.

Implemented new Change Process for decommissioning infrastructure related to application retirement.

Collaborate closely with Retirement Services Group to prioritize retirements based on infrastructure risks and costs.

Associate Director, Marketing Systems & Processes 2006 - 2012 2006 – 2010

Managed the marketing applications used to support the creation, review, approval and sharing of advertising, promotional, and training materials worldwide.

Designed and delivered all training (globally)

Implemented a "Help Desk” to support users on both the application and process

Created metric reports, customizing these reports based on audience

Chaired quarterly meetings with key executives from all functional areas to review and assess cycle time metrics and collaborate on process improvements such as streamlining the time to market and reducing redundancies in collateral creation.

Identified and prioritized continuous process and system improvements.

Implemented Email communication system to deliver ongoing news, updates, "Quick Tips”

Managed the implementation of SharePoint for the corporate intranet

Collaborated with IT on standards to be used across all pages and portals

Personally trained all departments and portal owners on

creation of pages and sub-sites o using Web Part tools

recommendation of page layout and graphics and document formats

Provided ongoing support for all users (globally)

Made recommendations on which platforms (SharePoint, Documentum, Shared Drives, or Digital Asset Management system) would best serve departments’ content storage needs.

Associate Director, Marketing Services 1995 - 2006

While managing the same processes as ConvaTec (different platforms), responsibility also included the co-management of two significant financial systems used to manage the $700 million in advertising & promotional expenditures.

Devised and implemented a new process to route all vendor estimates and internal chargebacks electronically through appropriate financial Grant of Authority, Sourcing, Legal and Finance. This process improvement incorporated key internal financial controls and helped the organization address Sarbanes-Oxley regulations.

Managed a financial budget & projection system used by Marketing to manage their advertising & promotional budgets. This was a shared responsibility with Finance. This system was a custom-built front end to SAP that tracked approximately $700 million in expense.

Created and delivered all training for these processes and systems.

Standardized all basic legal contracts and made form-based Adobe files of these contracts. This process improvement completely eliminated the need for Legal to generate these contracts for all estimates greater than $10K.

Managed the financial Grant of Authority (GOA) for all users. Successfully passed all internal and external audits (in compliance with Sarbanes-Oxley).

PREVIOUS WORK HISTORY

Elementary Teacher - Holy Angels School, Hamilton, NJ

Sales Manager - XEROX Corporation, Santa Ana, CA

EDUCATION

PMP Certification (retired)

Elementary Teaching Certificate, College of New Jersey

BS Business Administration, Fairleigh Dickinson University, NJ

MBA Coursework, Pepperdine University, CA

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