Experience

Firecrest - ICON's Innovative Site & Patient Platform

• Ireland
• Pharmaceutical Manufacturing
• 1 - 100 Employee

• Project Manager

  • Jul 2015 - Present

  • Managing all client related issues during the maintenance phase of all assigned projects.• Effectively and efficiently managing the internal launch process and controlling that the system is set up correctly reflecting customer specification.• Developing a comprehensive understanding of the internal launch process and ensure compliance on all projects • Developing and maintaining excellent client relationships.• Delivering high quality presentations to clients via Web-ex calls and travelling to Investigator Meetings conducted all over the world.• Being flexible to accommodate hosting training sessions for users from different parts of the world.• Developing and maintaining excellent relationships with Clinical Research Associate’s and Project Managers.• Cultivating strong, long-term relationships with key decision makers within accounts and develop deep knowledge of the client organisation. • Analysing potential opportunities and developing detailed business plans and sales strategies for each client account in liaison with VP Business Development for their territory. • Understanding knowledge of Clinical Trial designs, to develop an understanding of Clinical Trials protocols such that customer expectations are met and surpassed.• Being a dedicated Project owner and ensuring that all assigned projects are being managed correctly.• Reading and understanding all applicable SOP's.• Ensuring that all in-house systems are updated as per the SOP.• Training fellow colleagues on complex client specific information.• Following up with our support team to ensure they understand any updated processes or system changes.

• Account Executive

  • Mar 2014 - Present

  I was promoted from the Helpdesk support team to my current role as an account dedicated Project Manager / Account Executive.One of my key responsibilities is representing the company at Investigator meetings worldwide and conducting CRA and Project Manager training via WebEx. Other duties include:• Managing all client related issues during the maintenance phase of all assigned projects.• Effectively and efficiently managing the internal launch process and controlling that the system is set up correctly reflecting customer specification.• Developing a comprehensive understanding of the internal launch process and ensure compliance on all projects • Developing and maintaining excellent client relationships.• Delivering high quality presentations to clients via Web-ex calls and travelling to Investigator Meetings conducted all over the world.• Being flexible to accommodate hosting training sessions for users from different parts of the world.• Developing and maintaining excellent relationships with Clinical Research Associate’s and Project Managers.• Cultivating strong, long-term relationships with key decision makers within accounts and develop deep knowledge of the client organisation. • Analysing potential opportunities and developing detailed business plans and sales strategies for each client account in liaison with VP Business Development for their territory. • Understanding knowledge of Clinical Trial designs, to develop an understanding of Clinical Trials protocols such that customer expectations are met and surpassed.• Being a dedicated Project owner and ensuring that all assigned projects are being managed correctly.• Reading and understanding all applicable SOP's.• Ensuring that all in-house systems are updated as per the SOP.• Training fellow colleagues on complex client specific information.• Following up with our support team to ensure they understand any updated processes or system changes.

• Helpdesk Support / Customer Services Representative

  • Aug 2012 - Mar 2014

  • Customer service skills – dealing with queries from customers in a timely manner by phone and email• Coordinating with Software department regarding new projects• Liaise with colleagues to ensure the closure of “tickets” as soon as possible• Providing mentoring and training to other staff members• Deliver consistency, quality, and compliance across all sites • Deliver unparalleled performance support and study management tools• Uploading documents to study specific portals as requested by the client.• Guide clients on how to utilize the system and ensure that they are using the system. • Help maintain and develop the in-house system for employee’s use. • Writing and reviewing documents for training on in-house system• Problem solving and early detection of any issues that might arise.• Overcome the challenges and logistics of communicating with a global audience• Mentoring and helping fellow members of the team with product knowledge and responding to customer queries.



Cornmarket Group Financial Services Ltd.

• Ireland
• Financial Services
• 200 - 300 Employee

• P.I. Customer Service Consultant

  • Aug 2007 - Sep 2011

  • Responding to inbound and outbound customer calls within agreed service levels • Meeting and exceeding daily and monthly targets • Giving excellent customer service to existing customers • Dealing with complaints • Cross selling / Up selling • Accurate and efficient data entry to the relevant systems • Administrative duties. • Mentoring and helping fellow members of the team with product knowledge and responding to customer queries. • Overcome the challenges and logistics of communicating with a global audience. • Problem solving and early detection of any issues that might arise. • Providing mentoring and training to other staff members