Associate Director Customer Operations In San Diego Ca Resume Laura Laird

Laura Laird is a strategic and results-oriented leader with 18+ years of Customer Service and Supply Chain management experience in the pharmaceutical and communications industries providing process improvement and excellent performance.
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Laura J. Laird [email protected] www.linkedin.com/in/lauralaird 858) 699-0790 _______________________________________________________________________________ CUSTOMER OPERATIONS AND DISTRIBUTION LEADER Strategic and results-oriented leader with 18+ years of Customer Service and Supply Chain management experience in the pharmaceutical and communications industries providing process improvement and excellent performance. Product Launch Implementation Customer Relations Management Budget and Forecasting Continuous Improvement Operational Excellence Reverse Logistics Cold Chain Distribution Supply Chain Management PROFESSIONAL EXPERIENCE AMYLIN PHARMACEUTICALS, LLC February 2005 – Present A wholly-owned subsidiary of Bristol-Myers Squibb since August 2012. An $850M manufacturing biotech company with a commercial focuses on innovative therapies for diabetes and metabolic disease. Associate Director, Distribution Services (2008 – Present) Directed daily operations of order to cash process for two off-site US facilities to distribute trade and sample products. Responsible for the relationship, contract, services and activities of 3rd Party Logistics (3PL) partner. Led four successful Cold Chain (2°-8° C) drug product launches with 3PL which were implemented and completed within 8 days to 6 weeks of drug approval by Food and Drug Administration (FDA). Determined disposition of Cold Chain product shipments involving temperature excursions to ensure efficacy and safety of product in accordance to FDA guidelines. Negotiated with service providers, packaging vendors and freight couriers on contract terms and pricing for annual savings of over $300K. Responsible for GMP audit readiness of the 3PL warehouses and operational facilities by the FDA, to include Standard Operating Procedures, temperature mapping of refrigeration units, security, distribution, logistics and quality operations. Provided direction and support to Package Engineering on design and labeling specifications to ensure customer requirements are met for product shipments from 3PL to customer distribution centers supporting FDA standards and requirements. Identified and implemented a sample distribution model to suport 400 Sales Reps for a savings of $1.5M annually. Managed product transfer for two 3PL warehouses to Bristol-Meyers Squibb through company acquisition and transition in Q1/2013. Cross functional support to Quality, Trade, Sales, Operations and Finance to manage customer accounts and shipments. Senior Manager, Customer Service (2005 – 2008) Administered department budget of $5M annually to include purchase order tracking, monthly accruals, communications to Accounts Payable and reports to upper management. Laura J. Laird 858-699-0790 Page 2 Implemented new transportation model to identify freight cost savings of $150K annually through synergy with 3PL partner. Defined Key Performance Indicators (KPI’s) and tracked monthly metrics to report 98% on time deliveries of customer orders and shipment accuracy. Communicated with wholesaler, pharmacies and reverse logistic companies to resolve claims and issues regarding credit, freight, shortages, overages and damage credit issues. LIGAND PHARMACEUTICALS INC. July 2001 - February 2005 A company developing small-molecule drugs and DNA proteins, which regulate gene activity and genetic processes in cancer and other diseases. Senior Manager, Customer Service Managed daily operations of order to cash processes for two US distribution warehouses, international shipments and return logistics which included controlled substance products (CII). Maintained, managed and reported to upper management monthly expenditures and savings of the departmental budget against corporate plan. Coordinated compassionate use shipments of drug products to physicians and hospitals to support both domestic and international customers. Created company reports for tracking product returns, shipments, sales revenue, and departmental metrics to show customer service levels above 95% and growth from previous year. Facilitated quarterly promotional discounts and managed rebates with wholesalers. Managed and mentored direct reports to enhance customer satisfaction and order processing of company orders by 15%. ELAN PHARMACEUTICALS INC. March 2000 - July 2001 A biotechnology focused company headquartered in Dublin, Ireland. (Formerly Dura Pharmaceuticals, Inc. located in San Diego, CA) Customer Service Manager Direct the daily sales order processing to include customer satisfaction of shipments, credits, exchanges and management of six customer service representatives to support national wholesalers, retail chains and hospitals. Managed sales order processing to support annual revenue of $300M. Improved communications with multiple warehouses to increase productivity by 25% with the processing of daily orders. Team member to implement order process for new dermatology product line for an additional 30 SKU’s in October 2000. An increase of 48% of company’s product volume. Team member of a companywide Oracle team to implement changes, updates, testing of features and customizations. Supported the development and creation of processes for implementation to transfer Elan Pharmaceutical’s Customer Service Department from San Diego to Plainsboro, NJ. MOTOROLA CORPORATION May 1998 – March 2000 A Broadband Communications Sector (Formerly General Instrument Corp) San Diego, CA Demand Planner/Master Scheduler (1999-2000) Responsible for six direct reports to manage master scheduling, planning, inventory and shipments to support worldwide satellite encoder division for Fortune 500 Company. Laura J. Laird 858-699-0790 Page 3 Managed forecast demand of custom make-to-order product line of digital equipment to prepare the MPS and MRP on an Oracle based platform. Increased inventory accuracy by 30% through weekly cycle counts of raw materials and finished goods. Improved delivery schedules of Original Equipment Manufacturer (OEM) by 25% through analysis, problem solving and process changes. Directed planning functions of numerous products from receipt of raw material to the shipment of finished goods. Team member of company-wide Oracle manufacturing database implementation. Team Leader, Customer Service (1998-1999) Managed nine direct reports to support sales and post-sales accounts of consumer products through phone support, product exchange and refurbishment programs. Reduced freight costs by 75% through research, analysis and implementation of customer discounts and price strategies with carriers. Identified metrics to measure customer calls and repair authorizations to increase effectiveness of call handling by 45%. Developed weekly sales order reports for sales staff and distributors, which enhanced relationships and promoted sales by 25%. Increased efficiency and morale by creating job description levels and procedures to support cross training of department. EDUCATION B.S., Business Administration, San Diego State University, San Diego, CA Emphasis: Production Operations Management Operations Resource Management Certificate MEMBERSHIPS Healthcare Distribution Management Association (HDMA) 2001-present CERTIFICATES AND AWARDS BYDUREON® Product Launch Team (Amylin 2012) Commercial Quality Control Lab, Kaizen OpEx Project (Amylin 2011) BYETTA 10 mcg NDC Change Implementation Team (Amylin 2010) The Operations Strategic Plan (Amylin 2009) Distribution Services Efficiencies, OpEx Project (Amylin 2009) Operational Excellence Fundamentals (Amylin 2009) COMPUTER SKILLS AND PROGRAMS Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) Business Objects Reports ValueCentric (Channel Mgmt) Edge Dynamics (Channel Mgmt) Oracle ERP systems Microsoft Projects Visio (flowcharts)