Mae Marie R. Dela Pena

Oceanside, CA

Cell: 760-***-****

Email: adjgdy@r.postjobfree.com

KEY COMPETENCIES

• Customer Service Management

• Project Management

• Clinical Trails and Study Protocol

• CRM and ERP Systems - Salesforce,

Epicore, Full Circle, Fishbowl, Quickbooks

and DocuSign

• Basic Accounting: AP, AR, Timecards,

Invoicing, Collections

• Microsoft Office Suites and Mac Proficient

• Customer, Partner and Client Relations

• Contracts: ICA, MCA, NDA, Addendums,

Partnership and Vendor Agreements

• Creation of SOP’s and Work Instructions-

Process Improvements

• Federal and State Lab Waiver Process

(CLIA), 855 Waiver and Medicare Denials

• Digital Marketing Platforms: MailChimp,

WordPress, Brand Awareness, Marketing

and Promotions

• Returns, Warranties and Credits

• EDI Knowledgable

• Excellent Documentation, Reporting and

Time Management

• Project and Account Management

• Wholesale Distribution and Manufacturing

in Apparel and Action Sports

PROFESSIONAL EXPERIENCE

CANTOR BIOCONNECT 7/2020 - 10/2020

Clinical Research Associate Santee, CA

Responsible for managing and coordinating study related activities of the investigator and subjects, and was responsible for the accurate completion of study documentation. Responsible for the conduct of research, study, and specimen protocols, and quality of clinical research as maintained in accordance with Good Clinical Practice Guidelines. Managed study conduct from planning to study closeout.

• Managing all aspects of a study including participating in the informed consent process, coordinating and performing all visit study procedures per the protocol, entering data and query resolution, managing all study related supplies and equipment, hosting and monitoring visits and attending Principal Investigator meetings.

• Managing and coordinating the day to day activities of the study and specimen collection, specifically engaged in carrying out clinical protocol to Principal Investigator, collection sites, and internal staff.

• Served as the primary contact and subject matter expert for study sites on study protocol and Good Clinical Practice Guidelines. Served as the POC for the client interactions including issue escalation, complaints and client reporting. Posses strong interpersonal skills which allowed dealing effectively with individuals or group of individuals, particularly Doctors, Scientists and Medical Professionals.

• Traveled to Florida for a month to organize and help manage our Principal Investigator (Dr. Miller) with internal protocols and study protocols. As well as facilitate day to day activities and procedures to our local collection sites within the South Florida region.

• Drove the development of project scope and objectives for new studies implementation, identified and understood the needs of the client.

• Assist in training new personnel. Provided guidance to lower level personnel involved in planning, implementation and evaluation of studies.

• Assist with data management related activities in the network. Performing input retrieval and analysis of data for processing validation, and maintains research data base on Excel.

• Collaborate with study team and vendors to assure activities are properly documented.

• Liaise with other department and support services (e.g.: Laboratory) in order to expedite collection and transportation of specimens and/ or provision of kits.

• Develop solutions for routine project related issues within a limited scope. Work through protocol questions, issues, escalations and changes with relevant project team members.

• Maintained strong organizational skills that will allow changing environments, establish priorities, handled highly stressful situations in a calm, mature manner, using sufficient judgement and discretion at all times.

• Worked with CEO and Leadership team to modify and improve standard operating procedures. PEOPLE DRIVEN SOLUTIONS INTERNATIONAL (PDSI) 6/2018 - 2/2020 Operations Manager Remote

Responsible for managing the relationship with our clients and monitoring service delivery throughout projects. Ensuring the services delivered conform to what has been contractually agreed upon between our clients and our partners while monitoring the delivery services against agreed schedule, scope, and budget.

• Worked directly with the CEO and senior leadership team, as a key member responsible for analyzing and helping to improve quality, productivity and efficiency, planning for long and short term goals.

• Taking on critical opportunities and tasks through lead qualifications, follow-up, managing prospects, client data using Salesforce CRM. Providing price quotes, product information, and other information when requested. Coordinating marketing efforts and communication on behalf of the company. Gathering information and providing reports to the leadership team.

• Managed many contracts: MCA, ICA, Addendums, Channel, NDA, Partnership Agreements, updating them and keeping them current.

• Project Management, Resource Management, Engagements, Client and Partner relationships with PDSI and sub-contractors, opportunities, communications, budget, timelines and Accounting tasks. Manage and Develop Channel Partnerships-manage channel engagements and continue to support and nurture the growth.

• Accounting responsibilities included timecards, reporting, invoicing through Quickbooks, collections, channel commissions, partner inquiries on payment status, schedule, etc. Client questions about invoicing and billing. On-boarding third party accounting firms with internal processes.

• SOP’s/ Processes: uploading old and deploying new with regards to the Solutions division.

• CRM/Professional Services Automation (PSA): Financial Force and Salesforce actions, support, training - SOP’s for processes. Responsible for updating the documentation, working with Salesforce vendor to implement actions and going to trainings.

• Interact with Sales and other internal parties to resolve customer issues and ensure profitability.

• Allocated and managed operation’s resources/roles based on targets and customer expectations.

• Managed ongoing relationship with clients to ensure customer satisfaction. HOLOGIC DIAGNOSTICS 12/2017- 4/2018

Field Service Operations San Diego, CA

Responsible for filling a temporary role as a Field Service Operations Coordinator. I was able to grasp new concepts quickly and efficiently with strong attention to detail in order to “hit the ground running” to manage and provide support for the day to day of the Field Service Engineers by coordinating, monitoring and improving field service activities for the organization.

• Responsible for providing support to Field Service Engineers on all company products including assays and instrumentation. Liaising with Field Service Engineers in the Southern California region to assist with their day to day duties.

• Processing of service call reports, customer part orders, inventory management, and creation of invoices in Salesforce ERP and SAGE system. Coordinate the installation, removal, and return of field-based instrumentations.

• Manage a high volume of emails for instrument service requests from Field Service Engineers. Booking, arranging deliveries and scheduling engineering visits.

• Ordering of replenishment parts for trunk inventory for Field Service Engineers.

• Liaising with practice administrators (customers) to keep them fully updated on scheduled visits and any follow-ups.

• Review field service reports within the CRM/ERP system for appropriate documentations of installation service, upgrades and preventative maintenance requests.

• Maintain and update customer Service Contracts. Maintaining records, filing systems, and computer files.

ACON LABORATORIES 1/2017- 8/2017

USA Sales Coordinator San Diego, CA

Reported to the Director of USA Sales and Marketing. Acted as a liaison between manufacturing, sales and customer service departments. Managed events such as trade shows, client meetings, and new product launches.

• Provided support to Department Heads, which included but not limited to calendar maintenance, conference scheduling and coordinating travel for the Sales team.

• Responsible for running various sales reports: weekly report publishing the sales figures, percent to forecast, a weekly report by product, and trending products.

• Assisted in launching private labels and branded blood glucose monitors and OTC products by providing market research.

• Processed EDI orders through Quickbooks and Fishbowl CRM.

• Maintained inventory reports for market product inventory through Quickbooks and Fishbowl.

• Maintained and organized printed and graphic marketing materials for trade shows and client meetings through an inventory system and spreadsheet planner. Physically organized the stock room and created a master binder of all trade shows with planning materials, important information, and feedback from previous trade shows.

• Responsible for all trade show and client meetings: from the initial planning, trade show bookings, expense budgeting, planning, reporting, products to showcase, and marketing material maintenance. Managed event vendors and logistics, coordination with production and marketing departments for marketing materials, booth displays, and production samples. Booking booth attendees, booking travel and future trade show planning. TEAR LAB, CORP. 6/2013- 10/2015

Sales Operations Partial Remote

Responsible for on-boarding new customers with contract execution, obtaining Federal and State clinical lab waivers (CLIA), the creation and management of accounts through Salesforce CRM. Liaison between sales, Ophthalmology practices, Federal and State representatives and internal departments. Account management supporting Territory Managers, field coordination, assisting practices on medicare denials, payments, compliance, billing, device distribution and overall customer satisfaction with the osmolarity device.

• Managed and supported the Mid-Atlantic region of 15+ remote Territory Managers in the East Coast; set sales goals and quotas, executed sales plans from leadership, analyzed performance metrics, generated reports and worked with team members to assess growth potential and closely monitor key client indicators.

• Client on-boarding of B2B customers and management through Salesforce CRM from cradle-to- grave with managing contract execution, obtaining clinical lab waivers, the creation, management and reporting of accounts.

• By building relationships with Territory Managers, State and Federal representatives, Optometrists, and practice administrators, providing continuous follow-thru, and anticipated changes, I developed a great reputation in which I became the lead for other teams outside of my territory. Trained other Sales Administrators, subbed and handled multiple territories outside of my designated region.

• Analyzing and effectively solving problems, I pioneered the NJ region and other Mid-Atlantic states in conceiving and implementing improvements, creating an SOP to help the outside sales field, which resulted in a faster turn around for processing state lab waivers, and an increase in new contracts.

• Performing at a high-level, grasping all relevant concepts to perform associated transactions with accuracy and efficiency, being proactive, making quality administrative decisions, and supporting other regions, resulted in being “Employee of the Month.”

• By suggesting and implementing a more effective method and working cooperatively with Executive Leadership, Territory Managers, and internal departments to implement internal procedures within the Customer Service department, it resulted in clearer communication to customers, an increase in sales and prospective accounts. INTERIM / CONTRACT POSITIONS

AUNTIE LINDA’S LUMPIAS 3/2018- Present

Entrepreneur and Small Business Owner Oceanside, CA FARMERS MARKET 1/2016- 12/2018

Sales and Vendor Operations San Diego, CA - Independent Contractor EDUCATION / TRAINING

Certificate, Good Clinical Practice

ACRP 2020-2020

Certificate, HIPAA

North American Learning Institute 2020-2020

Certificate, Microsoft Excel Basics

Pryor Learning Solutions, San Diego, CA 2020-2020

Certificate, Small Business Growth

Certificate, Small Business Planning

San Diego Continuing Education, San Diego, CA 2016-2017 General Courses, Digital Media

Palomar Community College, San Marcos 2008-2008

Certificate, Independent Radio Broadcasting

University of California Irvine, Irvine, CA 2007-2007 General Courses, Business Management

South Texas College, McAllen, TX 2002-2004

Certificate, Retail Sales and Merchandising

Coastline Regional Occupational Program, Costa Mesa, CA 1998-1998

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