Inside Sales Representative

Shane J. Fox

*** ******* ****, **********, ** ***68

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

Ph: 610-***-****

Professional Summary

Accomplished and energetic individual with a solid history of achievement in Compliance and Quality as well as Inside Sales and Sales Management. Motivated leader with strong organizational and prioritization abilities.

Skills

Strong Leadership Background Proficient in MS Office Application

Customer Focused Time Management

Goal Oriented Team Player

Great Collaboration Skills Analytic Thinker

Experience

Specialty Pharmaceutical Sales Representative Nov. 2020 – Present

Eversana Malvern, PA

Sales of Biohaven’s Nurtec ODT medication to HCPs which is an FDA approved drug used for the acute treatment of migraines.

Educate decision makers in HCP offices on the benefits of Nurtec ODT for the patient population that suffer from the debilitating symptoms of migraines.

Provide product literature and product samples to HCPs as needed.

Virtual medication sales presentations

Engagement Center Manager (Inside Sales Manager) July 2020 – Sept. 2020

Syneos Health Newtown, PA

Hired, trained and managed a team of 6 inside sales representatives who were responsible for selling specific client flu vaccination products.

Responsible for meeting client KPI’s through quality monitoring activities.

Supervisor, Customer Support Services Nov. 2019 – May 2020

Johnson & Johnson Health Care Systems Inc. West Chester, PA

• Provide leadership and management directly to an average team of 10-14 coordinators, in support of achieving Customer Support Services goals and objectives of the US Region.

• Lead and mentor teams to deliver amazing, front-line customer service by being responsible for the end to end order management process, inquiries and issue resolution for internal and external customers (hospitals, distributors, & sales consultants).

• Lead customer relationships across business specialty areas with Operating Company business partners, Franchise Liaisons, Distribution Centers and other relevant functional areas.

• Lead and participate in cross-functional initiatives within the Deliver NA organization.

• Ensure adherence to all policies and procedures, service level agreements with the supported franchises and the compliance of transactions processed for accurate reporting in accordance policies and procedures, SOX, SOD controls as well as Corporate Audit guidelines.

• Utilize reports and data to monitor performance in relation to workload, scheduled adherence, handle time and other performance related metrics to ensure achievement of individual and department goals.

• Use continuous improvement tools and methodology to evaluate, challenge, quantify and optimize processes.

• Identify, analyze and develop solutions for a wide variety of problems and issues that drive measurable improvement.

Quality and Compliance Specialist, Business Operations Jun. 2018 – Nov. 2019

Johnson & Johnson Health Care Systems Inc. West Chester, PA

Support and continually work within the parameters established by a risk-based Quality Management System framework.

Serve as the Subject Matter Expert (SME) regarding documentation management, Quality and Compliance, Job Function Curriculum (JFC) and SOX financial reporting.

Develop, implement, and evaluate metrics with meaningful insights for customer service in the areas of Document Management, Quality and Compliance and Sox financial reporting to drive efficiency, productivity, and operational improvements.

Own data reporting in the areas of Document Management and Sox Financial Reporting.

Manage departmental/Regional Change Control documentation and deliverables to ensure the on-time completion utilizing Trackwise.

Support internal and external audits to verify that financial, regulatory and quality requirements have been met.

Support the on-time completion of Annual Training Record Review (ATRR) and lead on-time completion of controlled document periodic review.

On-Time Periodic Review and on-time completion/compliance with SOX reporting.

Provide Quality & Compliance expertise on applicable projects.

Lead and/or support key departmental/cross-functional/cross-sector projects, as assigned, by developing and utilizing in-depth knowledge of business processes and systems, as well as project management skills.

Use continuous improvement tools and methodology, including Process Excellence, LEAN, and project management, to identify, evaluate, challenge, develop solutions, and optimize business processes that drive measurable improvement.

Develop and present Monthly Access Planning Meeting (MAP) to Leadership for the Quality and Compliance pillar under Regional Operations

Assisted in the organization of the monthly Dispute Collaboration Council with purpose of discussing SOX and Quality management deduction errors submitted for dispute.

Inside Sales Supervisor (Interim) Jul. 2017- Jan. 2018

Animas Corporation (A Johnson & Johnson Company) Chesterbrook, PA

Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.

Listen to and resolve customer complaints regarding services, products, or personnel.

Provide staff with assistance in performing difficult and complicated duties.

Monitor sales staff performance to ensure that goals are met.

Hire, train and evaluate personnel.

Attend company meetings to exchange product information and coordinate work activities with other departments.

Inside Sales Quality Monitoring Lead Nov. 2015-Jan. 2018

Animas Corporation (A Johnson & Johnson Company) Chesterbrook, PA

Enter, review, and investigate documented Non-Product Complaints from patients, payers, and healthcare providers.

Presented Non-Product Complaint Training to the inside sales team.

Review system notes for missed product complaints and report such errors to clinical team for reporting to the FDA.

Perform Quality Monitoring function by reviewing Inside Sales Representative’s phone call recordings, scoring performance, and providing results to leadership team.

Provide monthly trending reports to Inside Sales Supervisors and Management outlining complaint and escalation totals and findings.

Partner with Customer Resolution Specialist with Customer Financial Services Department to maintain a consistent complaint capture process between Inside Sales and Financial Services.

Handle escalated patient, payer, and healthcare provider calls for the Inside Sales Department, providing resolution and escalating requests as needed. Review calls that preceded an escalation to document retraining needs for individual representatives.

Work with Inside Sales Training Team to identify training opportunities based on customer resolution data.

Inside Sales Representative Sept. 2010-Nov. 2015

Animas Corporation (A Johnson & Johnson Company) Chesterbrook, PA

Assisted Field Sales in closing sales for the Animas external infusion insulin pump and supplies utilizing effective collaboration skills.

Last 3 years quota attainment: 2013 -105%, 2014 - 101%, 2015 – 118%

Answered all potential patient pre-sales questions about the Animas pump.

Consistently met and exceeded yearly quota.

Consistently met sales goals aimed at the retention of current Animas pump users.

Assisted in the sales training of Animas new field representatives.

Verified and relayed benefits information to patients.

Submitted and collected pre-authorizations for Animas insulin pump on patient’s behalf.

Answered and average of 20-25 inbound sales calls from patients inquiring about the Animas external infusion insulin pump.

Inside Sales Supervisor Oct. 2007-Jun. 2010

Animas Corporation (A Johnson & Johnson Company) Chesterbrook, PA

Inside Sales Representative Dec. 2003-Oct. 2007

Animas Corporation (A Johnson & Johnson Company) Chesterbrook, PA

Softmart Downingtown, PA

Manager of Partner Development (Business Development) Feb. 2002-Mar. 2003

Softmart Downingtown, PA

Inside Sales Manager Apr. 2000-Apr. 2001

Softmart Downingtown, PA

Inside Sales Representative May 1997-Apr. 2000

Softmart Downingtown, PA

Customer Service Representative Jan. 1995-May 1997

Awards/Accomplishments

Inbound Representative of the Year at Softmart for 1995.

100% Achievers Club winner at Softmart for years 1998 and 1999.

Region of the Year Award at Animas for year 2004.

Presidents Club Award for 100% quota attainment in all territories for 2015 at Animas.

Numerous Encore Awards at JnJ via nomination from my peers.

Received Leadership Award at Animas in 2017 for volunteering to take on additional responsibilities.

Education

Bachelor of Science: Business Management West Chester University

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