Customer Service Manager

LORAINE POTTS

*** ***** ****, ********* ** *****

610-***-**** *****.*******@*****.***

ADMINISTRATIVE SUPPORT – MARKET RESEARCH

Administrative Professional with 15+ years experience managing market research projects in the health care industry. Known for attention to detail and ability to manage projects on-time and under-budget. Superior relationship building, customer service, and organizational skills. Qualifications include:

• Vendor Selection & Management

• Market Research Field Survey Process • Project Management

• International Experience

• Focus Group & Meeting Planning • Pharmaceutical & Healthcare Industry

• Office Management, Clerical Supervision • Microsoft Office: Word, Excel, Outlook

PROFESSIONAL EXPERIENCE

FRIENDS CENTRAL SCHOOL, WYNNEWOOD, PA SEPT. 2011–PRESENT

Business Administrative Assistant

Assist Human Resources with hiring papers, verification of health insurance, and payroll using ADP system. Process invoices for accounts payable. Handle phones and greet visitors for all school levels.

• Organized Lower School schedules into Excel spreadsheet, converting numerous formats into consistent structure. Posted revised schedule on internal website, providing easy access to parents and staff.

• Facilitated HR compliance with new tax requirements under PA ACT 32. Gathered information from employees, established ADP tax codes and updated employee files.

GROUP DYNAMICS IN FOCUS, BALA CYNWYD, PA 2011–PRESENT

Supervisor Hostess/Receptionist

Supervise two staff, handle phones and provide support to ensure focus group meetings run smoothly. Confirm attendance, set up and complete audio-visuals and re-screen participants to verify qualifications.

EVOLUTION MARKETING RESEARCH, BLUE BELL, PA 2010–2011

Field Coordinator

Acquired pricing information from US and overseas vendors for qualitative medical market research studies. Managed domestic and international projects, controlling costs to ensure efficient use of resources.

• Coordinated large international study in Colombia, Venezuela, Mexico, Turkey, Poland, and Malaysia. Identified suitable vendors, priced and distributed materials, monitored recruiting and questionnaire completion.

GFK HEALTHCARE, BLUE BELL, PA (FORMERLY GFK STRATEGIC MARKETING) 1997–2009

International Field Coordinator (2009)

Sourced and selected vendors for European, South American and emerging market projects.

• Commissioned work to be accomplished. Ensured translation and preparation of materials was completed accurately and within agreed upon deadlines.

• Evaluated vendors to identify those most appropriate for study requirements.

Senior Field Manager/Field Manager (1997–2008)

Managed both qualitative and quantitative market research projects. Assigned quota to vendors to assure representative samples in quantitative studies.

• Collaborated with Excel programmer to streamline survey process. Simplified field questionnaire identification process resulting in reduced errors and improved turnaround time.

PROFESSIONAL EXPERIENCE (CON’T)

CHILTON RESEARCH SERVICES, RADNOR, PA 1995–1997

Lead Coordinator

Staffed, trained and communicated with outside vendors needed to fulfill market research projects. Projects included door-to-door and mall surveys as well as other types of intercept interviewing.

• Identified required resources, negotiated prices, edited completed interviews, tracked survey incidence and monitored quotas.

MSI INTERNATIONAL, BRIDGEPORT, PA 1993–1995

Field Coordinator

Obtained pricing information, contracted and briefed outside vendors to complete market research projects.

• Solicited bids, hired staff, wrote interview instructions, and created incidence reports.

• Handled all aspects of ongoing mail study, including ordering materials and checking completed work.

CHILTON RESEARCH SERVICES, RADNOR, PA 1988–1991

• Staffed election exit polling sites across the country for ABC. Identified potential candidates through community outreach in inner city and rural locations. Screened applicants, trained poll workers and confirmed surveyors’ participation resulting in 90% show rate and best accuracy of existing network polls.

EDUCATION & CLEARANCES

DELAWARE COUNTY COMMUNITY COLLEGE, Media, PA

Associate’s Degree – Liberal Arts

COMPUTER SKILLS: Microsoft Office (Outlook, Excel, Word), ADP Payroll

CLEARANCES: Child Abuse, FBI Fingerprinting

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