Customer Service Change Consultant
Resume:
JEANETTE PASCUZZI-HEACOCK
Collegeville, Pennsylvania 19426
****************@*****.***
https://www.linkedin.com/in/jeanette-pascuzzi-heacock/
SUMMARY
A driven and highly accomplished Enterprise Transformational Business Consultant/Executive specializing in the life sciences sector, with global and domestic experience in account management, strategic planning, GTM operations, sponsor enablement and channel development. Works to reduce friction, accelerate people, and leverage technology for greater ROI. Prepares proposals/SOWs and delivers on triple constraint to help dynamic teams achieve human and digital ROI while bolstering NPS/employee retention. Proven success in bridging business and IT organizations to foster peak impact companywide.
GTM Strategy & Solution Sales
Consultative Value Creation
Transformation Enablement
New Business Development
Omnichannel Development
Thought Leadership
KEY ACCOMPLISHMENTS
Drove organic growth via product lifecycle value creation of medicines and devices from bench to bedside, creating 12-year go-to-market differentiation strategy that accelerated $7 billion revenue by three years.
Devised sales and service strategy that delivered $15 million total revenue for Fortune 500 client account.
Served as deep domain life sciences global leader, COE lead, strategic chief of staff, and trusted advisor to executive sponsor and business leadership for 12-year strategic operational planning, pulling NPV forward by three years for $7 billion franchise. Fostered enterprise transformations, culture, and operations.
Facilitated cross-functional global COE. Accelerated change adoption by 50% and decreased cost 75% via rapid-development cloud technologies.
Delivered 260 new workflows, increasing user efficiency 200% across 40 operating systems while driving 55% reduction in cycle time and sustaining compliance at 90% to avoid CIA.
Launched cloud-based e-commerce platform across 60 countries, delivering 24/7 online ordering and achieving $3.5 million in savings and $25 million five-year incremental sales growth. Delivered $2.6 million in savings, with 60% increased effectiveness for 17 critical-to-compliance processes, achieving 100-times improvement in patient care response time.
Managed $256 million portfolio P&L of products and services and delivered sustainable 10% year-over-year growth at 73% IBT. Yielded two patents for technology launched in space missions.
Acted as CXO advisor, PAO, and delegate charter member of two professional orgs. Led transformation while sustaining 98% of members of second-largest global chapter of ASQ. Facilitated CXO advisory and panel events. Initiated Women in Technology forum.
EXPERIENCE
UIPATH, New York, New York
Global Life Sciences Industry Practice Leader, 2022
Tapped to construct global enterprise strategy, establish global advisory practice, and orchestrate successful unified platform offerings to drive double-digit direct sales/strategic alliance partnership growth. Aligned value engineering tactics, operational/product capabilities, and bespoke solutions for value creation messaging, drafted use cases, and formulated communications and relationship-selling partner plans for 300-plus global accounts across diverse sectors (i.e., pharmaceuticals, bioengineering, medical device, laboratories, clinical research, contract manufacturing, and remote consumer health).
Delivered wide array of achievements in first six months, including:
oCrafting four-point strategic plan, to include product enhancements and GxP support capabilities, by applying design thinking.
oConducting 60 customer-facing thought leadership meetings and three immersion events, developing one RFP, producing POV and brand content, initiating nine-member speakers bureau, and presenting at conference podium at SCOPE February 2022.
oCreating sales plays, battlecards, and marketing content. Developing solutions consultants and harvesting customer use cases. Co-designing solution plays with technology and delivery partners as well as GTM themes, priorities, and targeting.
oEnabling clinical trial and research evaluation with automation. Leading RWE, HER, and digital fabric solution design.
oSupporting acquisition and expansion of 40 accounts and initiating five partner-driven solution plays to open access into eight new top-25 accounts, with potential to deliver nearly double-digit incremental ARR.
APPIAN LIFE SCIENCES, Tysons Corner, Virginia
Global Account Executive, 2019-2021
Brought in to strengthen COE, grow logo, and stabilize account, based on industry practice leadership, knowledge of client, and delivery expertise. Led team of GTM professionals in deploying five-year, five-wave program expansion. Drove account expansion for two clients as well as 12 greenfield accounts. Advocated for and provided trusted advice to client C-suite as brand ambassador.
Ranked as top quota achiever, delivering 136% through third quarter of 2021, 117% in 2020, and 103% in 2019.
Delivered 121% of net revenue renewals. Turned around account health to 100%.
Expanded COE center user as platform of choice, resulting in $15 million in services and ensuring customer success.
Opened access to five new greenfield accounts, leveraging eight partners’ ecosystems of solutions. Sustained pipeline and built it threefold to sixfold.
VARIOUS (SEE BELOW), On-Site, Pennsylvania/New Jersey
Digital Enablement and Transformational Change Consultant, 2016-2018
Sought out by multiple global life sciences and human health consumer and chemical companies for expertise in managing globally regulated IT and digital transformation programs. Leveraged end-to-end process, domain, and enterprise technology implementation knowledge in managing program budgets from $250,000 to $8.5 million. Led initiatives from strategy through to vendor selection, onboarding, governance, road mapping, capitalization, and solution delivery. Turned programs over to implementation partners for delivery.
Transformed global product packaging and labeling engineering development process and SDLC/ITIL development for Church and Dwight, cutting cycle time by 50% and reducing risk of recalls by $5.9 million in annual operational costs.
Named program/ OCM lead for Microsoft digital workplace deployment for 19,000 employees (CSL Behring). Delivered roadmap, workplans, communications, implementation plans, and vendor management and designed $8.5 million, three-year execution plan, increasing user efficiency by 200%.
Prepared integrated change plan and framework for new IDMP EU regulatory standards on Veeva cloud platform (Sanofi).
Prepared and developed strategic change roadmap for commercial integration and RFP criteria for merger integration of chemical manufacturers.
Counseled C-suite of Series C company on PDMA regulatory reporting strategies for annual submissions.
GE HEALTHCARE, Princeton, New Jersey
Global OCM Change Leader, IT and Enterprise Process Transformation Office, 2015-2016
Deployed and implemented regional waves employing Black Belt, CAP change leadership, and GxP SAP operations expertise. Tasked to lead OCM program for $2 billion SAP/ERP transformation across 22 ledgers into single, unified ERP (OTR, R2R, and 35 process areas), accelerating go-to-market strategy of $1.2 billion. Developed and delivered change, exit strategies, stakeholder engagement, readiness, impact, and effectiveness assessment. Implemented and enacted 240-plus new ways of working and 90 SOPs facilitating team of 250 people across seven workstreams.
Retired seven legacy systems, resulting in $43 million in savings over five years across IT, finance, and supply chain.
Directed change implementation for three waves of IT implementation across four continents for 1,800-plus employees while relocating operations, onboarding new hires, and laying off 50% of staff.
Achieved all KPIs around uninterrupted customer service (on time and on budget).
Enabled site closure and remote launch plans across three continents.
GE HEALTHCARE, Princeton, New Jersey
Global Commercial Compliance Operations Manager, 2011-2015
Recruited in global-level role to create single, unified, fully harmonized compliance and operating systems with cross-affiliate corporate operations, including financial controls, technology deployment, and annual reporting/auditing of customer-facing interactions. Led and managed cross-functional team of six. Avoided CIA settlement. Established and facilitated “culture-of-compliance” as consultative advisor to global go-to-market teams. Coached and fostered code of conduct and tone from top for compliance culture for 4,000 employees and 100,000 healthcare professionals.
Sustained 70% risk reduction for 35 process areas across all customer channels.
Increased operational efficiency by 80% (best-in-industry-level percentage).
Improved cycle time by 40% for ad promo process.
ADDITIONAL EXPERIENCE
PFIZER CORPORATION, Collegeville, Pennsylvania, Director, Shared Services, Corporate Governance, Operations, and Compliance, 2000-2010. Tapped by executive team to three sequential roles (operations, marketing, and sales practices) to assess gaps, design innovative solutions, consolidate operations, and accelerate go-to-market competitiveness and create culture change shift. Assumed P&L responsibility of up to $40 million and led high-performance teams within COE (12 direct report leads). Accelerated revenue realization by three years for seven different $1 million brands via transformation for new TALT Teams. Architected first-of-its-kind SAP/syndicated global data lake and implemented processes to achieve 30% cost savings on global $25 million data procurement budget.
Assumed prior roles in brand marketing, branding, business development, and product development with Wyeth Pharmaceuticals ($256 million portfolio, $40 million budget, and 73% IBT).
EDUCATION
DREXEL UNIVERSITY, Philadelphia, Pennsylvania, M.B.A., Marketing
UNIVERSITY OF THE SCIENCES, Philadelphia, Pennsylvania, B.S., Pharmacy
Registered Pharmacist Fellowships: Virtua Healthcare, Kennedy, Thomas Jefferson, CHOP Health
CERTIFICATIONS
Prosci and Dale Carnegie Change Practitioner, GE CAP Change Methodology
ASQ Certified Six Sigma Black Belt/Villanova LEAN Sensei/ASQ Certified Quality Auditor
Kepner-Tregoe and Spartacus Project Management Certificates
LICENSURE
Registered Pharmacist, Pennsylvania and New Jersey
PROFESSIONAL DEVELOPMENT
Design Thinking
Affirmational Inquiry, Case Western University
Essential Facilitation and Negotiations, Dartmouth University
Same Side Selling Consultative Methodology, S3 Academy
Value Creation, Visualize, MIDPAC, SPIN Selling
Value Creation, Transformational Coaching, Wharton School of the University of Pennsylvania
Dynamic Profiling, X-Stream Leadership Group
AFFILIATIONS
American Society for Quality
Healthcare Businesswomen’s Association
Association of Change Management Professionals
Association for Talent Development
Pharmaceutical Consulting Consortium International
PATENT
Needleless Syringe, US Patent #5,098,400 1992
TECHNICAL SKILLS
UiPath, Appian, ServiceNow, Oracle, SAP, OBIEE, SFDC, Pardot, Intently, Gong, Clari, Concur, Marketo, EDMS, Veeva, Ariba, Microsoft 365, Pega, WordPress
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