Customer Service Inside Sales

Lorenzo B. Lawson

**** ** **** *******

Boca Raton, FL, 33496

Email: ************@*****.***

Mobile: 561-***-****

Professional Highlights:

Motivated team player with over 20 plus years of experience in Inside Sales/Client Relationships, and Customer Service.

Effective in balancing priorities in an outbound call center environment that includes identifying opportunities that access and drive product demand.

Equally effective as a self – managed professional, adapting quickly to all challenges while meeting call productivity and required metrics.

Energetic, positive, and self-motivated, flexible, enthusiastic, customer focused, and client oriented.

Creative, with excellent communication skills; Possess strong written skills.

Experienced in MS Office: Word, Excel, Microsoft Team, and Outlook programs.

Proficient in Salesforce, Auto/software dialers, such as Five 9.

Keen attention to detail; possessing proper phone and email etiquette.

Strong desire to succeed and highly goal oriented.

Eleven (11) years in the pharmaceutical industry.

PROFESSIONAL EXPERIENCE:

7/2020 – 5/2024 – Ashfield Healthcare (Inizio Engage) – Genentech Physicians

Inside Field Support Rep, Boca Raton, FL. (REMOTE)

Virtual pharmaceutical representative, responsible for profiling, detailing and consultative sales, on a specific medication via outbound cold calling placed to healthcare professionals.

We represent Genentech by contacting targeted physicians to provide clinical information regarding pharmaceutical drug indications, specific formulary coverage information, recommended dosage guidelines, sample fulfillment, and other information as requested.

Demonstrates proficiency in a respiratory disease state therapeutic area,

while maintaining 100% compliance and quality standards.

Ability to strategize and prioritize account management of my book of business, including 125 stakeholders, leading to execution of goals.

Demonstrated strong relationship skills with the Outside Sales Team by prequalifying leads, setting up introductory sales calls, and entering qualified leads into Salesforce.

I would follow up on leads from the Outside Sales Team by contacting potential clients through cold calls and emails.

I would assist our Outside Sales Force in brainstorming for new business

opportunities by looking outside the normal channels to discuss new therapeutic indications.

2/2013- 7/2019 – Conduent- Genentech Physicians Inside Sales Specialist,

Boca Raton, FL. (In office):

Responsible for placing cold calls for products identified and provided by the pharmaceutical client via telephone, and e-mail.

Maintained compliance with all reporting requirements for adverse events, product quality complaints, and patient privacy (HIPAA/ data privacy).

Professionally handle outbound calls in the Respiratory Therapeutic Are

Ability to manage assigned eco-systems and achieve program goals.

Utilizes gatekeeping skills to reach appropriate targets and provide engaging dialogue for assigned products.

Handles all calls according to client specifications including but not limited to using computer systems, manual documentation, and training resources.

Possesses previous experience in business to business calling, ability to communicate complex clinical information.

excellent gatekeeping skills and demonstrated blend of sales and service skills.

Excellent verbal and written communication skills required. Ability to efficiently type and navigate computer systems.

Obtain pertinent customer information and record customer interactions in appropriate systems as agreed with CLIENT. All information must be managed using the Customer Relationship Management (CRM) system.

2012 –2013 - Express Scripts (MEDCO), Port St. Lucie, FL

Prescription Benefit Specialist/Inside Sales/Customer Service:

Customer Service Associate Representative responsible for validating potential clinical and/or financial opportunities using scripted questions.

Worked independently to resolve any patient inquiries for medications shipped in a timely and efficient manner

2007 – 2012 – H-Link – Long Island City, NY

Remote Physicians/Medical Appointment/Customer Specialist:

Customer Service associate responsible for making appointments for patients requesting to see their healthcare provider.

Juggled multiple tasks in a fast-paced setting without sacrificing attention to detail.

Demonstrated the ability to adapt to change and meet the changing demands of a dynamic work environment.

On the front lines with Medicare patients, responding to phone inquiries and addressing each with care, detail, and most importantly, empathy.

1996-2006 – Chase Paymentech – Dallas, TX - First USA Bankcard – 3 years in Client

Relations/Merchant Services; 5 years in Merchant Account Inside Sales; 2 years in Relationship Manager/Sales:

Relationship Manager within Merchant Services, responsible for the retention and growth of an assigned portfolio through a proactive and strategic management approach.

I managed several single and large strategic client or portfolio of clients, addressing their day-to-day support needs, increasing revenue through the cross-selling of products and services, establishing and maintaining strong relationships with key decision-makers and acted as a consultant for client’s payments needs.

I executed service standards which include Quarterly Business Reviews, Weekly Status calls, technical and regulatory updates, etc.

In this role, I directed the management of strategic client relationships through both face-to-face and non-face to face communication channels, including written and verbal.

I negotiated contracts needed to meet retention and business goals.

Management of assigned portfolio including regular status reporting and ongoing maintenance of portfolio database system used to measure performance and/or results.

Strong outbound tele sales ability, via oral communication, and interpersonal skills.

Practiced very strong organizational skills

I managed various sales programs and promotions simultaneously, in a fast-paced, cold calling environment.

Exceeded deliverables on metric driven sales every quarter maintaining 100% to goal, and top team performer.

1995-2001 – American Airlines – Fort Worth, TX Ticket Agent/Customer Service - 7 years:

As a reservation agent, I made and confirmed travel arrangements for passengers by using computers and manuals to determine timetables, taxes, and other information.

I answered questions on travel arrangements such as routes and time schedules.

I calculated the expenses incurred with each trip, as well as sell tickets to interested passengers.

1984-1994 – United States Air Force Personnel Specialist/Office Administration– Abilene, TX

EDUCATION:

Henry Clay Senior High School – Graduated – 1982

Eastern Kentucky University – 2 years - 1984

Contact this candidate