Manager, Region Owner Pharmaceutical Specialist, Operations Manager

GREGORY J. FAITH

Portland, OR ***** 916-***-**** adhp7n@r.postjobfree.com

PROFILE

Highly successful Business and Strategic Operations Management Professional with broad experience and leadership in areas including Logistics & Supply Chain Operations, Project Management, Data Science, Customer Service/Satisfaction, Client Retention, Performance Optimization, and Process Improvement Initiatives. A solution-oriented, collaborative individual with a business automation background, utilizing data and process to define best-fit solutions for a customer-centric environment. Polished staff manager, developer and mentor who leads by example. Successfully directs and motivates individuals and high-performance cross-functional teams to produce optimum results in pursuit of organizational goals. Experienced in environments of rapid expansion and facility launch, driven to improve processes and operations. Other strengths encompass:

Program Development/Administration Business Data Analytics Vision, Leadership & Execution

Process Improvement/Best Practices Key Performance Indicators (KPIs) LEAN Projects

Conflict Resolution/Problem Solving Inventory/Materials Management Cost Controls/Budgets

Quality Assurance/Compliance Staff Onboarding & Training Safety/OSHA Regulations EDUCATION

Master of Science Degree in Operations and Technology Management - 2020 University of Portland, Portland, OR

Bachelor of Arts Degree in Economics; Minor in Political Science - 2018 Boise State University, Boise, ID

PROFESSIONAL EXPERIENCE

AMAZON PORTLAND, OR 01/2020 –11/2020

Operations Manager

Lead inbound operations and processes for this 1.3MM sq. ft. Fulfillment Center processing over 300k units per shift. Hire, onboard, train, manage and motivate staff of 5 area managers and 300 associates. Areas of responsibility include tactical business operations plans, expense control, program planning/implementation, project management, productivity, customer service, employee relations, logistics, safety, quality assurance, regulatory compliance, process improvement, interpret big data and KPIs. Leadership

Ensure the flow of product through the warehouse is seamless through promoting a team customer centric mindset. Designed production flow process and quality assurance control checkpoints through facility to achieve on-time production.

Mentor, train, and develop 3 operations managers for career progression, performance improvement, and recognition purposes.

Proactively identify and lead process improvement initiatives and projects using Lean tools.

Build and deliver productivity plans by reviewing work forecasts, determining productivity requirements, and partnering with other Operations Managers to balance labor.

Decision Modeling

Utilize a data-driven approach to identify and prioritize the most impactful efforts to deliver new initiatives to enhance customer experience and build up systematic process to reduce errors from upstream operations.

Evaluate performance objectives and metrics to determine inbound or outbound productivity requirements to achieve customer time, accuracy, and quality expectations.

Select Accomplishments:

Selected to define and implement continuous improvement recommendations for the Inbound process in an Amazon Robotics Fulfillment Center. Manage and lead continuous improvement efforts across inbound. Responsible for defining and implementing continuous improvement road map. Communicating the overall program roadmap and periodic status updates to a wide range of stakeholders and leadership levels.

GENENTECH: A MEMBER OF THE ROCHE GROUP PORTLAND, OR 03/2019 - 01/2020

Operations Manager - Ophthalmology Region Owner

Promoted to oversee and manage the performance of 30 Case Manager Contractors in all activities related to Lucentis Ophthalmology product support for NJ, NY and PA. Areas of accountability encompass case and call quality, performance objectives, production rates, call metrics, strategic planning, performance improvement, escalations, SOPs, and analytical reporting. Helped launch the Portland site Key Management Initiatives

Provided leadership, coaching and management to team to ensure reimbursement performance and efficiency goals were met with a focus on continual process improvement and ensuring a customer-focused organization.

Member of the Expansion/Launch Leadership team primarily responsible for the execution and deployment of launch and expansion programs and processes, productivity goals and standards, as well as, putting critical compliance measures in place.

Drove performance through data analytics using Tableau, R, Salesforce, and Excel dashboards to understand trends and provide real time insights into the business in effort to increase customer conversions.

Successfully deciphered large data sets of science applications to predict future trends in the medical industry relating to our Ophthalmology medications and alignment with sales efforts. Select Accomplishments

Salesforce Product Owner for the region including product vision and roadmap; partnering with business stakeholders; documenting process improvements, prioritizing work and executing configuration changes that enrich the user experience.

Analyzed and audited daily production rates and implement strategies to achieve consistent on-target production rate for Prior Authorization Service Request.

Maintained service level in excess of 100% YTD. Ranked in the Top 2 for region performance, FY19.

Reduced Call Times from 12 to 7 minutes; increased Customer Satisfaction Ratings from 41% to 79% within the first six months. PROUNLIMITED/GENENTECH ACCESS SOLUTIONS SOUTH SAN FRANCISCO, CA 08/2018 - 03/2019

Case Manager, Lucentis Team

Liaison between patients, providers, MDs, distributors and insurance carrier to assure services were provided in the least restrictive and cost effective manner. Emphasis on increasing customer loyalty, and delivering an end-to-end service experience.

Provided customer focused reimbursement support to patients, pharmacists, physicians and internal sales force.

Educated, informed, and assisted patients and providers to navigate through the reimbursement process for assigned product.

Identified barriers to reimbursement and recommended program efficiencies to the Supervisor that improved the quality of work.

Facilitated referrals to alternative coverage options and financial assistance programs for patients who were under insured.

Maintained service levels in excess of 93% YTD and strong quality of cases while assisting multiple regions and members of the team. NOVITEX AND RICOH: CONTRACTOR AT PACKAGING CORPORATION OF AMERICA BOISE, ID 05/2016 - 12/2017

Operations/Office Manager

Accountable for operations, administration, client services, accounting/bookkeeping, scheduling, shipping and deliveries, budgets, project management, purchasing, marketing, database maintenance, and research.

Managed client relations and built relationships to consistently provide total quality customer service.

Prepared detailed, accurate monthly business reports, including balance sheet, AP/AR, inventory, and cash flow reports.

Developed standard operating policies and procedures including designing company mail delivery program, reorganizing recordkeeping systems and creating a system to more effectively manage inventory. Previous experience includes: Office Administrator at Boise State University, Boise, ID (08/2014-04/2016); and Constituent Affairs Representative at Governor Jerry Brown’s Office, Sacramento, CA (2015) COMPUTER SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook); Google Suite; MySQL; R; Salesforce; Tableau; Power BI

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