Technical Services Supervisor - 10/96 to 1/00 Led technical services group, providing pharmaceutical product advice to veterinarians and consumers. Interviewed and hired. Heavy HR responsibility for 20+ department. Liaised with staff veterinarians. Coordinated, designed, wrote and conducted product biology training. Wrote and conducted SAP Phase I Training. Key project responsibility for STAR System, SAP II Training, product claims, clinical trial verification, complaints reporting and all written customer responses. Monitored calls and statistics using Lucent CentreVu; wrote feedback. Provided consult. Handled escalated calls. Conducted internal documentation audits. Wrote and delivered performance reviews. Participated in NAH Leadership Forum.
Training Coordinator - 1/96 - 9/96 Conducted technical and customer service training, including pharmaceutical product support, parasite biology, FDA-regulated documentation, accounting systems, order processing, telephone skills, etc. Developed and maintained department study lab, observation procedures and call escalating policy. Created all training documents, manuals and job aids. Developed new-hire training plan. Worked closely with Customer Service Manager, Human Resources, and Professional Services.
Trainer/Quality Control Coordinator - 5/95 - 12/95
Professional Services Technical Consultant - 1/94 - 4/95
Inside Sales Specialist - 2/92 - 1/94
Customer Service Representative - 10/90 - 1/92