Anna Margaret Callender

Volunteer Intake Processing Center

Visual Storyteller

Salesforce and Data

• Client Relationship Management: Cultivate and maintain strong, long-term relationships with key healthcare institutions, clinicians, and decision-makers to drive sales and foster brand loyalty.
• Product Expertise: Demonstrate in-depth knowledge of complex medical capital equipment, including its features, benefits, and applications, and effectively convey this information to existing and potential clients, resulting in $210M capital equipment sales and 4,455 new assays.
• Market Intelligence: Conduct in-depth industry research identifying key trends that inform strategy. Establish solid understanding of market participant offerings and develop data-backed argumentation establishing benefits of
• Sales Strategy Development: Develop and implement comprehensive sales strategies and tactics to achieve or exceed sales targets, including identifying new business opportunities and market trends, increasing market share by 21% in Molecular and 12.7% in Core Laboratory.
• Solution-Oriented Approach: Collaborate with clients to understand their unique needs and challenges, providing tailored solutions that align with their goals and expectations while improving market share position and margin and establishing a neutral cost to serve.
• Deal Creation, Contract Negotiation and Closing: Leverage comprehensive understanding of own and competitor offerings to create lucrative, attractive and executable deals. Engage finance, contracts, legal, regulatory and service/support to create deal financials Lead negotiations, present proposals, and close sales contracts to meet or exceed annual sales goal.

• Product Strategy and Development: Developed and executed comprehensive product strategy for Hepatitis and IT Middleware solutions, including market analysis, competitive positioning, and product lifecycle management.
• Market Research and Analysis: Conducted thorough market research to identify trends, customer needs, and opportunities, leveraging insights to refine product offerings and pricing strategies.
• Product Launch and Promotion: Led 11 product launches, working closely with cross-functional teams to create marketing campaigns, sales collateral, and training materials, driving market adoption.
• Customer Engagement: Established and maintained strong relationships with key opinion leaders, healthcare professionals, and customers to gather feedback, address concerns, and ensure product satisfaction. Facilitated 2 customer advisory board meetings, 1 Voice-of-the-Customer workshop, and hosted 4 Regional Product Symposia resulting in a $22M annual reagent increase and $5M in capital equipment sales.
• Revenue Growth: Drive revenue growth through pricing strategies, sales support, and identifying innovative ways to expand market share in Hepatitis and IT Middleware product segments while ensuring regulatory compliance and quality standards are met

• Product Strategy and Development: Developed and executed a comprehensive product strategy for automated molecular diagnostic instruments, including identifying market opportunities, product positioning, and managing entire product lifecycle of 2,500 individual products.
• Market Analysis and Trends: Conduct in-depth market analysis, monitor industry trends, and assess customer needs to inform product development and marketing strategies, ensuring alignment with company objectives.
• Product Launch and Promotion: Lead product launches, working cross-functionally to create marketing campaigns, educational materials, and sales tools to drive successful market adoption of automated molecular diagnostic instruments.
• Cross-functional Collaboration: Collaborate with sales, regulatory, pricing, and finance to ensure product portfolio aligns with regulatory compliance, quality standards, profitability, and customer expectations, while championing a strong focus on customer-centric solutions.
• Market Expansion and Revenue Growth: Identify and execute strategies for market expansion and revenue growth, including pricing strategies, market segmentation, and exploring new opportunities in automated molecular diagnostic instruments segment, resulting in a 31% increase in market share, and lift in aggregate margin of 2.5%, and 5% reduction in cost of good sold.

• Program Leadership: Provide technical direction and oversight to ensure successful planning, execution, and evaluation of all program components, resulting in adoption of the first 6 fully automated Molecular systems in the United States
• Collaboration and Stakeholder Engagement: Built and nurtured strong relationships with key stakeholders, including healthcare institutions, laboratory professionals, and internal teams, to drive program objectives, support product adoption, and maintain program relevance.
• Program Development and Enhancement: Continuously assess program effectiveness and drive improvements by identifying opportunities for expansion, optimizing processes, and incorporating feedback from partners and participants.
• Quality Assurance and Compliance: Ensure that all program activities adhere to regulatory and quality standards, working in collaboration with relevant teams to maintain high accuracy, safety, and compliance in molecular diagnostic practices.
• Performance Metrics and Reporting: Developed and implemented key performance indicators (KPIs) to measure impact and success of Molecular Centers of Excellence program, regularly reporting outcomes to senior management and making data-driven decisions to refine program strategies. adding $200M annual revenue.

• Systems Management: Oversee operation and optimization of complaint handling systems, ensuring efficiency, tracking, and reporting. Identify and implement improvements to enhance system performance and usability.
• Project Management: Lead and coordinate projects related to complaint handling operations, including process improvements, technology enhancements, and compliance initiatives. Develop project plans, allocate resources, and manage project teams to achieve objectives on time and within budget.
• Quality Assurance and Compliance: Ensure that all systems and applications meet regulatory requirements and quality standards. Develop and implement procedures to maintain compliance and conduct regular quality assessments and audits.
• Team Leadership and Development: Manage a team of 2 data analysts, 3 application developers, and 5 IT technical support personnel, providing leadership, training, and performance evaluations. Foster a culture of excellence, customer service, and continuous improvement.
• Data Analysis and Reporting: Utilize data analytics to assess performance, identify trends in customer complaints, and provide insights for process improvements. Create regular reports to track key performance indicators and present findings via dedicated internal web site.
• Financial Planning and Budget Development: Lead development of annual budget, collaborating with internal departments to accurately forecast expenses and revenue, and ensuring alignment with strategic goals.
• Budget Monitoring and Analysis: Oversee and continuously monitor budget performance, analyzing financial data and variances for cost savings, process improvement opportunities. Lead projects which address opportunities identified.
• Compliance and Regulatory Adherence: Ensure that budgetary practices adhere to industry regulations and company policies, maintaining financial transparency and accuracy while mitigating risks.
• Financial Reporting, Forecasting and Long-Term Planning: Prepare and present regular financial reports to executive leaders. Develop financial forecasts and long-term financial plans, taking into account market trends and business growth, to support strategic decision-making and ensure financial stability and growth.

• SAP Expertise: Utilized superior technical knowledge of SAP systems to streamline and optimize fulfillment operations, ensuring the efficient management of orders, inventory, production, and distribution processes.
• Certification in Inventory and Production Management: Leveraged a recognized certification in inventory and production management to develop and implement best practices, enhancing inventory accuracy, reducing lead times, and improving overall operational efficiency.
• Distributor Relationship Management: Cultivated and maintained strong relationships with national distributors, such as McKesson, Cardinal Health, Wal-Mart, and Thermo-Fisher, resulting in accolades and awards for outstanding collaboration and service excellence.
• Project Management: Led cross-functional teams in the successful execution of fulfillment projects, including process improvements, system upgrades, and supply chain optimization, ensuring projects were delivered on time and within budget, delivering $500k annual cost savings.
• Performance Enhancement: Implemented strategies to improve order accuracy (89%), reduce delivery times (-1.3 days), and enhance customer satisfaction (+100 Net Promoter Score), driving the organization's competitive advantage and strengthening its position in the medical device market.

• Team Leadership: Managed a diverse team consisting of 10 customer service call center representatives, 2 order correction specialists, and 1 inventory specialist, fostering a collaborative and customer-centric work environment.
• Technology Implementation: Successfully implemented innovative call routing technology, enhancing call efficiency and reducing wait times, resulting in improved customer satisfaction and operational productivity.
• Call Monitoring Program: Developed and deployed a call monitoring program to ensure quality customer interactions, providing timely feedback and coaching to call center representatives to maintain service excellence.
• Investigation and Recovery: Proactively identified instances of employee theft. Collaborated with corporate security, leading to prosecution of perpetrators and recovery of $316 million.
• Credit and Collection Oversight: Held dotted line responsibility for 6 credit and collection specialists, supporting their efforts in mitigating credit risks, optimizing collection processes, and ensuring compliance with financial policies.
• Cross-Functional Collaboration: Worked closely with various departments, including finance, security, and IT, to align operational and security strategies, contributing to overall risk reduction, cost savings, and enhanced customer service.

• Team Leadership: Supervised a team of eight contract specialists, providing guidance, training, and support to ensure efficient contract management processes and compliance with company policies and regulatory requirements.
• Cost-Saving Project Leadership: Led a successful project to digitize contract records, resulting in annual savings of $428,000.00 through reduced administrative costs, improved accessibility, and enhanced contract tracking and compliance.
• Automation Expertise: Developed and implemented automated contract generation application, streamlining contract creation, reducing errors, and accelerating contracting process, resulting in increased productivity and efficiency.
• SAP Responsibility: Managed chargebacks and material master functionality within enterprise SAP system, ensuring accuracy, compliance, and data integrity in financial transactions and supply chain processes related to contracts and materials.
• Compliance and Process Improvement: Ensured adherence to regulatory and quality standards while identifying and implementing process improvements in contract management, leading to increased operational efficiency and reduced risks.

• Operational Excellence: Spearheaded multiple process improvement initiatives, resulting in $28.9 million total cost savings, by streamlining workflows, reducing inefficiencies, and enhancing operational effectiveness.
• Internal Website Management: Successfully conceived, developed, and managed an internal website that served as a centralized hub for operational information, facilitating communication, access to resources, and collaboration among team members.
• KPI Development: Designed and implemented comprehensive set of key performance indicators (KPIs) to monitor and measure effectiveness of operational processes, enabling data-driven decision-making and continuous improvement.
• Reporting and Dashboard Creation: Established robust reporting systems and dashboards to track KPIs and provide real-time insights into operational performance, allowing for proactive adjustments and enhanced visibility.
• Cross-Functional Collaboration: Collaborated closely with cross-functional teams to identify areas for improvement, working to align operational goals with company objectives and drive strategic initiatives to fruition.
• Project Management: Managed a portfolio of operational projects, overseeing project teams, timelines, budgets, and deliverables, and ensuring projects were executed in alignment with organizational goals and objectives.

• Multifaceted Support: Provided comprehensive administrative support to five marketing leaders, efficiently managing complex calendars, travel arrangements, and expense reports, ensuring their schedules were optimized for productivity.
• Project Coordination: Successfully coordinated cross-functional marketing projects, collaborating with various teams, tracking project milestones, and ensuring timely deliverables, contributing achievement of marketing goals including 2 product launches, implementation of sales revenue reporting and compliance review routing database.
• Communication Liaison: Acted as a key point of contact between marketing leaders and internal and external stakeholders, facilitating effective communication and information flow, including disseminating announcements and managing email correspondence.
• Meeting and Event Management: Managed logistics for high-profile meetings, conferences, and events, from scheduling and preparing meeting materials to coordinating onsite and virtual event details, ensuring seamless execution.
• Document Management: Maintained and organized confidential files, documents, and presentations, demonstrating strong attention to detail and ability to produce accurate and professional materials for presentations and reports.
• Problem Solving and Initiative: Proactively identified and resolved operational and administrative issues, optimizing workflows, streamlining processes, and suggesting improvements to enhance effectiveness of marketing