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Work Background
Sony Biotechnology Inc.Manager, Customer Service and Sales Support
Feb. 2019• Guide and direct customer service team towards achieving operational goals.
• Management of Sales Commission reports
• Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.
• Ensure that customer complaints are resolved in a professional manner.
• Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
• Hire and train customer service staff to deliver high class customer service.
• Determine work procedures, work schedules, and workflow for customer service staff.
• Perform annual reviews, appraisals and performance management reviews for the customer service staff.
• Ensure that the customer calls are handled and answered in a timely and accurate fashion.
• Develop standard procedures and policies for improving the service provided to customers.
• Maintain in-depth working knowledge of the company’s brands, systems and processes.
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Educate customers about organization’s products or services.
• Maintain communication with customers via emails, phone calls, mails, etc.
• Prepare documentation and reports on routine customer correspondence for future reference purpose.
• Serve as departmental lead in cross-functional meetings and projects.
• Oversees workflow of all business processing including preparation of reports, charts, and other statistics to support and direct both the Sales and Service departments.
• Work closely with the VP of Sales to manage the Sales Forecast and shipments.
• Manage demo shipments and logistics.
• Manage the Service Contracts.
Sony Biotechnology Inc.Customer Relations/Sales and Service Operations Supervisor
Jun. 2016 - Jan. 2019• Supervise 2 Customer Service Specialists.
• Manage instrument orders, including but not limited to:
o Customer account set-up & initiation of credit review process.
o Collaboration with production to ensure availability.
o Ordering of instrument & related accessories.
o Entering & updating of all instrument information in SFDC
o Logistics coordination of instrument delivery: management of transportation vendor.
o Lead forecast meeting to ensure numbers reported to Tokyo are accurate & obtainable.
• Manage instrument demo requests
o Ensure consumables & accessories are available with unit
o Logistics coordination between demo sites: management of transportation vendor
o Entering & updating of all instrument information in SFDC
o Collaboration with Sales & Service to ensure all needs are met
• Manage Field Service Engineer Support
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o Act as a liaison between customer requests & Field Service engineers.
o Fill all part requests for service jobs.
o Fill all requests for trunk supplies for both Sales & Field Service.
o Manage RMA process
• Manage Reagent Ordering process
• Oversee Reagent labeling
o Oversee reagent orders, & ensure that they are being processed correctly from beginning to end by
Customer Service Specialist
o Review order information for completeness & accuracy, & provide updates to customers on part numbers,
delivery dates, & back orders
o Provide quotations, pricing & technical information to customers
o Perform master data entry to create & maintain products and part numbers
o Fill in for reagent order processing when needed.
• Assist with special projects & other duties as directed by Management
• Collaborate with warehouse, management of invoice reconciliation
• Work with finance to accurately reconcile shipping charges
• Participate in Epicor revamp project, including review of Sales & Service modules.
• Liaison for SFDC, including but not limited to training of other associates, data entry/clean-up.
Sony Biotechnology Inc.Customer Service Specialist
Oct. 2014 - May. 2016• Manage instrument orders, including but not limited to: * Customer account set-up & initiation of credit review process. * Collaboration with production to ensure availability. * Ordering of instrument & related accessories. * Entering & updating of all instrument information in SFDC * Logistics coordination of instrument delivery: management of transportation vendor. * Lead forecast meeting to ensure numbers reported to Tokyo are accurate & obtainable.
• Manage instrument demo requests, including processing and logistics
• Entering & updating of all instrument information in SFDC
• Collaboration with Sales & Service to ensure all needs are met
• Act as a liaison between customer requests & Field Service engineers.
• Fill all part requests for service jobs.
• Fill all requests for trunk supplies for both Sales & Field Service.
• RMA process
• Reagent Ordering process
• Review order information for completeness & accuracy, & provide updates to customers on part numbers, delivery dates, & back orders
• Provide quotations, pricing & technical information to customers
• Perform master data entry to create & maintain products and part numbers
• Assist with special projects & other duties as directed by Management
• Collaborate with warehouse, management of invoice reconciliation
• Work with finance to accurately reconcile shipping charges
• Participate in Epicor revamp project, including review of Sales & Service modules.
• Liaison for SFDC, including but not limited to training of other associates, data entry/clean-up.
BDSenior Adminstrative Assistant - Customer Service
Apr. 2010 - Oct. 2014San JoseResponsible for providing administrative and clerical support to relieve the Director of administrative duties. Reads mail, highlights action or important items, and attaches relevant files director's review. Responds to routine correspondence or drafts response for the director's review on more complex correspondence. Follows up on items delegated by the director to others. Responsible for both domestic and international travel arrangements, calendar management, and expense reports for Director, Sr. Manager, and individual team managers.
Coordinates with internal and external sources to accomplish activities such as: selecting menus and arranging for room setup for local, off-site group meetings; and arranging for hotel accommodations for in-coming visitors. Management of office supplies and Corporate Card purchases.
Run monthly reports on call center statistics.
Responsible for departmental SOP’s, DP’s, and Change Orders.
NEURALIEVE, INCClinical Research Associate
Nov. 2007 - Jun. 2009Created training programs to educate patients and sites on the study and device.
Responsible for study management activities including but not limited to: manage the data management vendors including contracts, timelines, reports and daily activities and IRB submissions. Responsible for the writing and releasing of SOP's. Site monitoring includes but is not limited to: maintain regular contact with sites, assist sites with protocol, case report form completion, IRB submissions, site contracts, and ensure queries are quickly resolved. Responsible for routine clinical coordinator duties including but not limited to: development and tracking filing systems for regulatory documents, site contact information, and case report forms (CRF's) as well as preparation of study boxes, mass mailings and other correspondence. Responsible for phone and email communications with company, hospital, and contract research organization staff as well as other tasks as needed to support the Clinical Department.
Kaiser PermanenteClinical Research Associate
Oct. 2006 - Apr. 2007Management of 11 active patients and 32 in follow-up includes but is not limited to: CRF completion, appt. scheduling, processing of labs, coordinating with pathology and radiology departments, and ordering of study medications. Responsible for ensuring that current copies of the MD's licenses are on file, that their COI's are current, and that they are given the proper information on all of their patients on clinical trials.
Attend Tumor Board once a week to observe the discussion on the various cases.
Create presentations to educate fellow CRA's on the various types of tumors and cancer.
SCIOS, INCLead Clinical Registry Associate
Apr. 2002 - Apr. 2006Responsible for registry initiation and study management activities. Manage contracts, mass mailings, other correspondence, timelines, reports, and daily activities. Vendor management.
Data management.
Responsible for physician and staff travel arrangements to investigator meetings.
Responsible for final review of site informed consent forms and HIPAA forms Integral in the development of the Electronic Data Capture (EDC) set-up including data checks for protocol consistency and site view format
Responsible for the creation of training programs needed to train the site staff on the EDC system. Regular telephone and email contact with sites. Assist sites with protocol, case report form completion, and site contract questions. Ensure data discrepancies/queries are resolved in a timely manner. Liaison to the Sales Field including the creation and distribution of a monthly site status reports. Support the Marketing teams with overall study data and assist in development of the registry marketing message. Participated in the creation and amending of SOP's and protocols.
Developed and tracked regulatory documents, site contact information, and case report forms.
CommerceNetExecutive Assistant to COO & CFO/ Personnel & Operations Manager/Member Services Coordinator
May. 2001 - Jan. 2002Provide phone support; coordinate external conference calls, and scheduling of internal meetings. Receipt and distribution of mail addressed CFO/COO. Travel arrangements, expense reports, departmental reports, preparation of meeting minutes and agendas, managing calendars.
Manage general facilities, operations, and personnel relations. Responsible for customer service, maintenance of member information, helping source potential members, and assisting with all aspects of event coordination.
HOTDISPATCH, INCPartner/Marketing Programs Manager
Apr. 2000 - Apr. 2001Created, and managed four partner programs, campaigns and trade-show events. Built a Customer Service Department from the ground up, including direct marketing and traffic generation.
SOCIALNET, INCCustomer Support Manager
Dec. 1999 - Apr. 2000Responsible for the installation and training of a company-wide Email system. Managed two support representatives, answered all incoming customer communications.
AOL/NetscapeCustomer Support Manager
Nov. 1998 - Nov. 1999Created and maintained FAQ's., and assisted in product launch plans.
Responsible for all customer communication.
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