Roy Kim

Cary, NC • 213-***-**** • adwl6y@r.postjobfree.com • www.linkedin.com/in/roy-kim-pharmd/

Summary

Licensed Pharmacist in NC with experience in a medical information communication center seeking a managerial position to leverage leadership experience as a Quality Assurance Manager, Training Lead, and Operations Manager

License

Pharmacist, North Carolina Board of Pharmacy Issue Date: August 2020 - Active

Education

Doctor of Pharmacy August 2016 – April 2020

Thomas Jefferson University, Philadelphia, PA

Rho Chi Honor Society; Founder of Jiu-Jitsu Rx; Leadership Ambassador; Professionalism Award

Bachelor of Arts, Neuroscience August 2005 – December 2009

Johns Hopkins University, Baltimore, MD

Experience

Alphanumeric/Janssen – Operations Manager May 2022 – April 2023

Raleigh, NC

Managed daily operations of a 24/7 contact center consisting of 37 employees, including 24 pharmacists, ensuring positive customer experience and meeting client expectations

Provided leadership and coordination to the management team, including Training, Quality Assurance, Operations, IT, and Workforce Managers, fostering cross-functional collaboration and optimizing team performance

Developed and implemented metrics and evaluations to ensure quality standards were met and continuously improved; analyzed performance metrics to identify areas for optimization

Acted as the primary contact for client communications, responding to inquiries and requests from the Associate Director of Vendor and Quality Management

Resolved HR and scheduling concerns among the team of pharmacists, nurses, and triage agents, ensuring timely and effective resolution

Expanded project size by 20% and fully staffed the team for the first time in one year after transitioning, leading to increased efficiency and improved performance

Collaborated with the Canadian HR team to manage Canadian employees and ensure compliance with local regulations

Developed a predictive equation that accounted for 80% of actual SLA data, facilitating data-driven decision-making

Provided market strategy consultation to the Executive board and reported weekly and monthly team operations

Designed and implemented dashboards and online tools to facilitate communication with the client and among internal cross-functional management teams, improving team collaboration and performance

Alphanumeric/Janssen – Training Lead November 2021 – May 2022

Raleigh NC

Designed, developed, and delivered training sessions to both Triage Customer Service agents and Medical Information Specialists (HCP), resulting in improved customer satisfaction ratings and reduced response times

Collaborated with the Workforce Management team to ensure SLA attainment during unexpected agent absences and special circumstances, resulting in 95% SLA compliance

Organized and executed team events, contests, and initiatives to increase team engagement

Participated in monthly Service Level Review with the client to deliver KPI attainment, update on training progress, and discuss opportunities and challenges

Supported the Operations Team in daily operations, including interviewing potential new hires, coaching, and case investigations per client request

Conducted new hire orientation and onboarding, ensuring adherence to training timelines per internal and client SOPs and KPIs

Designed and delivered training for both internal operations and client-based training

Collaborated with Quality Assurance, Team Leads, Client Operations, and Alphanumeric Operations Manager to identify training opportunities and areas where revision is needed to existing training materials

Provided coaching opportunities for leadership roles and identified professional development opportunities

Coached individual team members and offered additional training if needed in support of Team Leads to deliver a positive customer experience

Ensured timely delivery of immediate training based on identified improvement opportunities

Reconciled training for new hires and existing team members and ensured 100% training compliance

Certified and trained new hires to ensure quality performance when new hires go on queue for interactions

Reviewed Janssen's existing training material and provided feedback per client's request

Alphanumeric/Janssen – Quality Assurance Team Manager February 2021 – November 2021

Raleigh NC

Lead and facilitate calibration sessions with the client Operations team and provide detailed feedback to both Alphanumeric and client Team Leads for process improvement

Ensure timely reporting of Adverse Events (AE) and Product Quality Complaints (PQC) by the team, and ensure compliance with all regulatory SOPs

Draft and submit TrackWise records for the client in case of any deviations, and ensure complete investigation and corrective actions

Conduct monthly performance review meetings of the client’s Medical Information Specialist team and corresponding Alphanumeric team, providing actionable insights and recommendations

Collaborate regularly with the Associate Director of Vendor and Quality Management to identify and implement best practices for quality customer service delivery

Investigate cases as requested by the client and formulate appropriate coaching and follow-up actions aligned with the SOP

Contribute to monthly Service Level Review meetings with the client, delivering comprehensive Quality Scorecard evaluations of the team's performance

Develop, update, and maintain internal SOPs, ensuring compliance and preparing for audits

Design and deliver comprehensive training programs for new Quality Assurance analysts, ensuring alignment with company standards and client expectations

Monitor and evaluate interactions between Medical Information Specialists and customers, ensuring accurate and professional delivery of medical information

Coach and mentor individual team members to deliver a positive and exceptional customer experience, offering additional training as necessary

Track performance trends and areas of improvement, providing insightful reports and recommendations to both internal and client Operations team

Develop and deliver relevant resources and training for Medical Information Specialists to enhance overall customer experience and satisfaction

Alphanumeric/Janssen – Medical Information Specialist September 2020 – February 2021

Raleigh NC

Responded to medical inquiries from healthcare professionals, consumers, and patients via phone or email in 8 therapeutic areas of Janssen products

Documented and reported product quality complaints, adverse events, and other general inquiries

Presentation and Publication

R Kim, P Murphy, R Armen, E Hajjar, A Lakshmikuttyama. Infection Can Trigger the Incidence of Alzheimer’s Disease. Poster Presentation on Sigma Xi Student Research Day. April 2019

Y Ayhan, B Abazyan, J Nomura, R Kim, MV Pletnikov et al. Differential Effects of Prenatal and Postnatal Expressions of Mutant Human DISC1 on Neurobehavioral Phenotypes in Transgenic Mice: Evidence for Neurodevelopmental Origin of Major Psychiatric Disorders. Molecular Psychiatry 2011; 16:293-306

Skills

Leadership; Operations Management; Team Management; Program Management; Performance Analysis and Improvement; Process Improvement; Communication; Problem Solving; Poster Presentation; Verbal communication; Medical information; Medical writing; Written communication; Workforce management; Training delivery and development; Training Facilitation; Collaboration; Quality customer service; Quality assurance; Pharmacovigilance; Monitoring; Proficient in Microsoft Office applications; Genesys Cloud; Salesforce

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