Manager or Customer Service

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Dimitra Nicastro, PMP 36 Thomas Road, Somerset, NJ 08873 908-672-9831 [email protected] www.linkedin.com/in/dnicastro Professional Summary Results-oriented Project Manager focused on strategy, process development and im plementation of continuous improvements. Accomplished Operations manager with ex perience in managing a department, motivating direct and matrix teams to meet bu siness objectives, and drive enhancements. Customer service supervisor managing people, time and tasks. Key collaborator who develops working relationships wi th matrix teams, business partners and external vendors to achieve business resu lts; valuing diversity, showing respect and professionalism toward others. - Project Management - Compliance & Auditing - Operations Management - Vendor Relationship Management - Customer Relationship Management - Strategic Process Improvements - Communication & Presentation Skills - Training & Development PROFESSIONAL EXPERIENCE BRISTOL-MYERS SQUIBB (BMS) - New Jersey January, 1995 through December, 2010 Business Capability Manager (PM), Global Development Informatics (12/2008-12/2 010) Led end-to-end Life Cycle Improvements for several projects. Coordinated resourc es and work plans, managed communication, facilitated meetings between users and analysts, and analyzed requests for downstream impact. Managed on-shore and off -shore technical resources. Drove enhancements and planned releases using the N avigo SDLC Project Development Process methodology. Created action plans and rel ease schedules to coincide with business' needs. Collaborated with customers to anticipate needs and translate into technical requirements. Coordinated change m anagement, auditing timelines. Led the development of all project documentation. * Improved client support and led IT development teams monitoring status and hea lth of deployments and quality of project deliverables in support of: the SQS ca pability, measuring CRO performance criteria across sites for on-going trials; a nd the CTD capability, reporting all activity of on-going and new clinical trial s to bms.com, the FDA and PhRMA. * Validated business strategy by leading the Grants management assessment projec t initiative, performed feasibility study, determined software selection criteri a, authored the RFI, reviewed vendor proposals, and conducted meeting planning, management, and follow-up with internal and external stakeholders. * Improved data reliability and reporting by structuring data integrity criteria to review master data tables, promoting best-practices to users in support of g ood data principles and instigating data cleanup. * Improved portfolio support by identifying data sources, constructing and provi ding data flow diagrams for the Clinical Trial Disclosure system creating formal documentation. * Improved communications by developing a SharePoint site for each capability. Associate Director, Grant Operations (11/2004-12/2008) Directed the specification, design and implementation of an enterprise scale aut omated (CRM) grants management platform. Executed proven communication and prob lem-solving skills to guide and assist the user group on issues related to the d esign, development, and deployment of the system critical to business strategy. Analyzed and resolved all issues in a timely and accurate manner and monitored d ata quality. Reviewed Operational policies and procedures and proposed methods o f improvement. * Increased customer satisfaction by 77% and productivity by 114% managed a team of associates supporting 500 users and handling 10,000 proposals. Built team c

ulture committed to high performance. * Expanded the Grants Management footprint globally on-boarding 15 business unit s within 18 months of initial deployment supervising the external consultant and software vendor to deliver within scope, on time and budget. * Created custom reports and dashboards to measure overall performance and guide strategic direction, assisting users with reporting requests, providing guidanc e and training as needed. * Attained department objectives by providing analytics into the USMA Scorecard to the Medical Affairs VP, tracked quarterly spending across 5 major therapeutic areas, and re-engineered processes in response to end-user feedback. * Increased Operations department compliance by 100%. Conducted quarterly audits ensuring 90% team fulfillment. Achieved increased compliance by assisting in in ternal audits for SOX, CIA and OIG. * Managed cross-functional meetings (agendas, meetings, follow-up), assisted in ensuring implementation of action plans from meetings, developed reports and pow erpoint presentations summarizing progress of the Continuous Improvement committ ee. Manager, Trade Sales and Operations (1/1995-11/2004) Collaborated with Trade Customers on product launch campaigns, developing enhanc ed partnerships with customers, resolving conflicts, preparing and presenting an nual performance reports. Communicated with, and influenced, individuals at all levels of the organization. Collaborated with graphic designer on brochure and w eb design. * Provided CRM capabilities to the department by designing and developing an ACC ESS database, consolidating information from data sources providing a holistic v iew of each Trade customer's performance and Industry trends. * Provided hands-on statistical support, concisely and effectively summarized, c ommunicated and presented account statistics and findings to the Apothecon Sales Force to allow for informed decisions on selling opportunities. Education & Certifications Bernard M Baruch, C.U.N.Y. BBA, Computer Sciences Project Management Institute (PMI) PMP Certification, member id 520488 CORPORATE COURSES Understanding Computer Systems Validation, Corporate Mentoring Program, Organiza tional Savvy, Building a Career Network, R&D Retention & Engagement, Manager Dev elopment Track Course, Dale Carnegie Seminar, Assertiveness Training for Women in Business, Basic Supervision TECHNICAL SKILLS - Microsoft Suite - ACCESS, EXCEL, PowerPoint, Word, Publisher, VISIO, Project, Pivot Tables, Outlook, SharePoint - SQL, HTML Fundamentals, Dreamweaver, Remedy, HPQC, Epic Star - Microedge - GIFTS, IGAM, MyGIFTS, ReviewerConnect - SAP - Approvals, Requests, Customer Master, Reporting AWARDS - President's Award for implementation and deployment of an enterprise wide auto mated grant management platform - President's Award for sales gains achieved through supply chain management and off-take data analytics - President's Award for US Medicines and Global Marketing for the Year 2000 proj ect - President's Award for the "Move to Improve" National Routing Guide system - Quality and Productivity Award for implementing cost savings features in the G rants management process - Quality Award for Process Improvement in financial accruals

- Outstanding Contributor Award for Planning & Operations - Distinction Award for implementation of the Request For Proposal work stream p rocess improvements Volunteer Activities - National & Local Susan G. Komen "Race for the Cure" - Event & Promotional Camp aign Committee person - AHA "Red Dress" Campaign - Team Captain

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