Experience

Currently looking for my next opportunity

• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Business Analyst - CRM & Help Desk

  • Aug 2014 - Present



Forest Laboratories (now Allergan)

• Pharmaceutical Manufacturing
• 500 - 600 Employee

• Sr. Business Analyst

  • Jan 1998 - Jul 2014

  • Managed help desk performance and internal customer reporting. • Served as the first point of contact for help desk vendors and evaluated hardware for SFA reporting systems.ed help desk performance and internal customer reporting. • Identify ongoing tasks and develop and update work instructions for Internal CRM system. • Train cross-functional teams and new employees on work tasks and systems. • Managed internal staff of 10 that ensured compliance to Prescription Drug Marketing Act (PDMA) guidelines by Field Sales Force Department and reviewed all call reports to confirm accurate and complete information. • Managed Data Processing department of 20 charged with receiving and processing up to 12,000 call report forms per day from the Field Sales Force. • Managed external staff of 6 that conducted physician call and Rep inventory audits and inspected Rep inventory storage facilities for external departments. • Managed internal print shop with staff of 6 which involved producing and shipping sales reports for Sales Force. • Oversaw Document Retention department with a staff of 3 that included original documents and microfilm archives. • Collaborated as member of the design team on the first and second generation SFA systems. • Installed a second generation, high speed digital document scanning system that increased production and reduced required manpower (67% reduction), machinery & data storage requirements. Show less