SUMMARY:

• An accomplished business operations professional with over ten years’ experience as a leader in a medical device start - up and over five years’ experience as a business operations consultant.
• Expertise in business analysis, process improvement, systems integration, project and data management, and compliance.

CORE COMPETENCIES:

• Clinical Biotech
• Sales
• Marketing
• Finance
• Claims
• Education
• SDLC
• Business Intelligence
• CRM Design and Implementation
• Systems Integration
• Database Architecture
• Data Management
• Governance / Quality Assurance
• Requirements Definition
• Process Improvement
• Project Management
• Vendor Management
• Business and Technical Documentation
• Training

TECHNICAL SKILLS:

CRM Tools: Salesforce, Workbooks

Business Intelligence Tools: Birst, SAP, Chartio

Customer Service Tools: Salesforce, Zendesk, Oracle, Assist

Project Management Tools: Confluence, JIRA, GitHub, Salesforce

Flowchart Tools: MS Visio, Gliffy

Data Warehousing Tools: Birst, Amazon Redshift

Marketing Tools: Marketo, Outreach

Communication Tools: Outreach, Cirrus Insight, Five9

Other: Drawloop, DocuSign

PROFESSIONAL EXPERIENCE:

Confidential, New York, New York

Business Operations Consultant / Business Analyst

Responsibilities:

• Working one-client-at-a-time, in parallel with executive management, to drive operational excellence.

Confidential

Responsibilities:

• Worked with key stakeholders to develop requirements that outlined the long-term vision for operational workflow
• Used an Agile approach to first migrate the company from Workbooks CRM to Salesforce Sales Cloud, and then implement phased releases to Salesforce to align with the newly gathered requirements
• Provided ongoing training and support of employees in the new processes and systems
• Evaluated, selected and integrated other software applications to enhance the sales process, including Drawloop, Cirrus Insight, and Outreach
• Worked with software engineers to integrate Confidential application data with marketing, sales and customer data to generate a 360-degree view of the customer, paving the way for intelligent reporting and predictive analytics
• Cleaned up historical data to align with new process workflow
• Developed a monthly quality assurance and data lock process to ensure data integrity
• Provided regular and special reports to executive management on Sales KPIs and metrics. Data was provided to external investors as part of a due diligence exercise
• Adapted requirements and systems as needed to accommodate changes to operational strategy

Confidential

Responsibilities:

• Evaluated business practices and policies to identify gaps and areas in need of improvement and made recommendations to executive management
• Developed new systems and processes to facilitate organizational change and improve process efficiency, data integrity, and management oversight
• Worked with subject matter experts in multiple offices across the hierarchy to define and document best practices that could then be applied throughout the organization
• Gathered and defined business and systems requirements and oversaw development, implementation, testing and release
• Wrote operating manuals, SOPs and work instructions
• Created training programs for employees

Confidential

Responsibilities:

• Worked with subject matter experts across district departments to document policies and procedures related to students and employees
• Developed an online, searchable knowledge database to be accessed by call center representatives in order to provide comprehensive, accurate, and consistent answers to service inquiries
• Created a tiered call center operation to escalate calls to appropriate district staff when required
• Implemented an Oracle customer support system to manage incoming call data, ensuring all inquiries were appropriately managed and closed
• Used data from the customer support system to identify and fill gaps in the knowledge database
• Worked with district staff to identify gaps in current policies and procedures and create and document solutions

Confidential, Irvington, New York

Associate Director

Responsibilities:

• Directed and advanced the evolution of a medical device including: clinical study design and execution, marketing and regulatory strategy; medical education programming and events; user interface functionality and appearance; industrial design; product packaging; development of brand names and logos; and creation of all accompanying product labeling, sales and training materials and scientific literature
• Built and managed the Clinical Operations Department and clinical program including all overall structure, processes, and standard operating procedures
• Planned and executed the largest prospective pivotal (Phase III) clinical study ever conducted in melanoma detection, including protocol development, site recruitment, initiation and training, vendor management, data management, and regulatory filings
• Led the company through a positive FDA Advisory Committee (Panel) Meeting leading to product approval
• Coordinated and assembled a 9,000-page Pre-Market Approval (PMA) application
• Successfully led the company through a spotless FDA Bioresearch Monitoring (BiMo) inspection
• Designed and oversaw the development, testing and release of a custom Part 11 compliant clinical trial database

Confidential, New York, New York

Lab Administrator

Responsibilities:

• Executed the day-to-day administrative functions of the laboratory

Confidential, Brooklyn, New York

Research Assistant

Responsibilities:

• Performed research in the field of viral immunopathology

Confidential, Waltham, Massachusetts

Research Technician

Responsibilities:

• Independently planned and executed research towards the development of a pharmacologically-induced rat model of early-and-continuously-treated phenylketonuria (PKU)