Annie Haywood
Murrieta,CA
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
26
26
years of professional experience
Work History
Clinical Education Program Manager
Suneva Medical
05.2019 - Current
- Setup profiles within Salesforce for training account assignment
- Assist with on-boarding paperwork for Aesthetic Clinical Educators
- Review and assign Clinical training request
- Send out communication to Healthcare Provider regarding training details
- Enter confirmed date/time into CRM system (Salesforce.com)
- Send follow-up Survey after the completion of a training event
- Distribute certificates for hands-on and observed product training
- Maintain accurate data for the purpose of reporting
- Provide matrix reports as needed
- Review all incoming expense reports
- Provide technical support for expense report submission into Concur
- Privately held medical technology company focused on commercializing, differentiated aesthetic products
- Streamlined the training process by creating efficient schedules and organizational systems for resources.
Clinical Support Sales Coordinator
Obalon Therapeutics
09.2017 - 04.2019
- Researching in-market/region endoscopy and imaging solutions options for product placements and removals
- Presenting optimal-fit equipment access (buy, lease, contract, etc.) based on customer’s profile and capabilities
- Developing vendor contacts in supported regions/markets and connecting them with accounts to accelerate their clinical logistics set-up
- Confidently conveying all non-technical/clinical aspects of the Obalon Balloon System with current and prospective patients and physicians
- Thoroughly documenting all prospect and clinical logistics case updates in CRM (Salesforce.com)
- Participating in regional sales team calls and commercial excellence meetings to provide critical input on how best to improve sales processes, tools, and systems
- Coordinating with Customer Service, Marketing, and Accounting to ensure we meet 100% of our customer commitments
- Other duties as assigned
- Obalon is an engineering-driven medical technology company with a singular focus on innovative, high-quality gastric balloon technology
Sr. Customer Service Manager
Suneva Medical
06.2013 - 08.2017
- Oversees the daily operations of the customer service department, leading customer service agents in successfully achieving company initiatives
- Responsibilities include training agents, retaining customers, and coordinating with other department heads
- Prepares change of address records and account maintenance, order status follow-up, and processes order cancellations and returns
- Initiates escalation of service issues as appropriate to ensure management awareness of problems
- Handles questions concerning billing, shipping, and other customer service-related items
- Acts as liaison between customers and other departments
- Establish collaborative relationships with key staff members in other departments such Sales, Shipping, Quality, etc
- Monitors customer payments term and proactively communicates with customers to ensure timely payment
- Communication may be via phone, email, or written correspondence
- Obtain and mail product marketing materials for healthcare providers
- Maintain thorough knowledge and understanding of products distributed to end users
- Privately held medical technology company focused on commercializing, differentiated aesthetic products
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Championed process improvements that resulted in operational efficiencies while maintaining strict adherence to company policies and procedures.
- Collaborated with cross-functional teams to implement new strategies and improve customer experience.
- Developed and maintained strong relationships with key clients, ensuring long-term business partnerships.
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
Client Support Specialist
Fidelity Information Services
01.2012 - 05.2013
- Provides in-depth product support to FIS clients by resolving incoming inquiries
- Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
- Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
- Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action
- Documents customer information and recurring technical issues to support product quality programs and product development
- Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes
- Provide product training via WebEx
- Globally recognized provider of technology solutions for financial institutions
Client Relations Manager
CoreLogic Credco
12.2010 - 12.2011
- Analyze workflow, evaluate current system and formulate plans
- Increase revenue through up-selling to new and existing clients
- Provided data resources to businesses and consumers to meet their product needs
- Manage entire sale from cold call to contract negotiation
- Top representative for number of sales calls made
- Manage over 500+ accounts and ensure client satisfaction by quickly resolving all account disputes
- Successfully retained angry customer saving the company $3500 in lost revenue
- Provider of credit reporting solutions to the mortgage industry
- Collaborated with cross-functional teams to develop customized solutions for unique client challenges.
- Maintained comprehensive knowledge of company products and services, allowing for efficient resolution of client issues.
- Organized quarterly business reviews with key stakeholders among existing clientele base to discuss progress, identify areas for improvement, and strategize future engagements.
Inside Sales Representative
Safe Life Corporation
11.2009 - 05.2010
- Collaborated with field sales team and channel partners to launch new N95 respirator and drive sales; significant contribution in generating $2.1MM in revenue in first sales quarter and penetrating 7% of market share
- Developed targeted calling campaigns utilizing two new GPO contract membership lists (50K+ combined members); prioritized targets for greatest immediate impact to sales in 14-state territory
- Utilized Billiard’s Hospital Blue Book to identify organizational statistics and contact information in support of effective calling campaigns
- Disciplined utilization of CRM system to manage accounts, schedule follow ups, track receipt of samples, arrange additional clinical support, and report on territory activity
- Established contact with key players by navigating accounts utilizing knowledge of healthcare organizational hierarchies and aggressive cold calling skills
- Supported customers and prospects by providing information regarding indications for use, fit testing, antimicrobial properties, regulatory compliance, and interim guidance’s during pandemics
- Developed company/product introductory letters designed for specific targets within acute care organizations and channel partner sales divisions emphasizing key features and benefits pertinent to their needs and goals
- Innovative Antimicrobial Startup Company dedicated to developing and introducing novel technologies and products that help prevent the spread of infection and disease
Inside Sales Representative
LMA NORTH AMERICA
02.1999 - 11.2009
- Execute professional sales calls via telephone to increase profitable sales growth and territory penetration
- Exceeded quota 3 years running, achieving 3 back-to-back quarters as #1 Inside Sales Rep
- Establish and develop customer relationships
- Maintain knowledge of products, services, competitive activity, and other general information of interest to customers
- Participate in training and development programs as a means of continuous improvement
- Collaborate with internal and external team members to develop account specific strategies
- Provides patient care through sales and marketing of its products for anesthesia, airway management, and critical care
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
Sr. Customer Service Representative
LMA NORTH AMERICA
02.1999 - 11.2009
- Provided exceptional customer service in fast-paced and dynamic environment
- Recognized as a consistent performer and team leader and promoted to senior level
- Excelled at “up-selling” opportunities; #1 CSR generating additional $364,000 in annual revenues
- Ensured timely and accurate delivery of information to customers
- Performed follow-up to ensure timely shipment of materials and customer satisfaction
- Maintained strong working relationships with customers/vendors including clinicians
- Tracked customer issues ensuring timely resolution and customer satisfaction
- Worked closely with Contracts Administrator to ensure accuracy of GPO affiliation and pricing
- Supported Professional Services by ensuring accurate and timely reporting of product complaints
- Remained educated and informed on all products by participating in marketing and sales training
- Provides patient care through sales and marketing of its products for anesthesia, airway management, and critical care
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Education
Customer Service Skills Training -
San Diego, CAConnecting with the Customer Training -
San Diego, CALMA North America Sales School I & II -
San Diego, CAHealth Insurance Portability and Accountability Act Training (HIPAA) -
San Diego, CABusiness Administration -
Cal State University Long Beach
01.1992
Skills
- Business Start Up & Growth
- Aggressive Prospecting
- Problem-Solving
- Opportunity Management
- Territory Development
- Market Identification
- Service Excellence
- Consultative Selling
- Conflict Resolution
- Clinical End User Relationships
- Targeted Calling Campaigns
- Customer On Boarding
- Program coordination
- Project management
Additionalhighlights
- Top Sales in Q2 2007 for Single-Use Airways – Quota 136%
- 2007 Top Sales in Q3 2007 for Single-Use Airways – Quota 104%
- 2007 Top Sales in Q2 2008 for Single-Use Airways – Quota 125%
- 2008 Top Sales in Q2 2008 for Single-Use Airways – Quota 125%
- 2009 Top Sales in Q4 for Capital Equipment – Quota 115%
Timeline
Clinical Education Program Manager
Suneva Medical
05.2019 - Current
Clinical Support Sales Coordinator
Obalon Therapeutics
09.2017 - 04.2019
Sr. Customer Service Manager
Suneva Medical
06.2013 - 08.2017
Client Support Specialist
Fidelity Information Services
01.2012 - 05.2013
Client Relations Manager
CoreLogic Credco
12.2010 - 12.2011
Inside Sales Representative
Safe Life Corporation
11.2009 - 05.2010
Inside Sales Representative
LMA NORTH AMERICA
02.1999 - 11.2009
Sr. Customer Service Representative
LMA NORTH AMERICA
02.1999 - 11.2009
Connecting with the Customer Training -
LMA North America Sales School I & II -
Health Insurance Portability and Accountability Act Training (HIPAA) -
Business Administration -
Cal State University Long Beach
Customer Service Skills Training -
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