Deborah (Ben) Bryant
Silver Spring,MD
Summary
Business Development Professional skilled in growing sales and committed to continually improving agencies' and partners' customer experience and ROI as the most effective means of cementing our relationships with them and meeting sales goals (both our team targets and my own). Terrific ability to sniff out and recognize opportunity and then promptly follow through to capture new business and expand reach with existing clients. A successful cross-team builder, patient trainer and deft problem-solver, I will be able to marshall internal resources on clients' behalf, resolve or reframe any pain points, and quickly get new clients up-to-speed on proprietary systems and software.
Overview
19
19
years of professional experience
Work History
Customer Care Specialist
Animal Microbiome Analytics
08.2022 - 03.2024
- Responded to approximately 75 incoming calls, emails and chat requests per day from potential and current customers. Provided product guidance, sales support, ordering assistance, and new account orientation and setup.
- Developed strong relationships with veterinary hospital networks to grow sales pipeline and help create research partnership opportunities.
- Converted interest calls to active veterinary, affiliate and wholesale accounts
- Taught and supported veterinarians, distributors and consumers to utilize gut microbiome testing and treatment for companion animals
- Provided troubleshooting of software, delivery, and order fulfillment issues while always striving to exceed customers’ expectations.
Full-time Family Caregiver
Bryant Family
10.2018 - 03.2022
- For my Mom living with Alzheimer’s, I provided a loving home, safety, companionship, assistance with ADLs: shopping, cooking, feeding, dressing, bathing, healthcare coordination.
CME Administrator
American Assn of Physician Assistants
09.2015 - 10.2018
- Increased client base by identifying new business opportunities and cultivating strong relationships with key stakeholders
- Prioritized system improvements to improve online application process medical educators use to apply for certified medical education credits
- Screened medical education activities for potential conflicts of interest, handling sensitive customer information discreetly and maintaining strict confidentiality at all times as required by company policy or legal regulations
- Marketed and provided on-site logistical support for annual conference of 70,000 Physician Assistants.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
Maintenance of Certification Program Assistant
American Board of Addiction Medicine
09.2013 - 10.2015
- Guided development of websites for interactive continuing medical education and medical certification at specialty medical board
- Provided technical support for physicians interacting with Web portal
- Created targeted member communications
- Digitized self-assessment modules in CME360 software, coordinating development with physician steering committees
- Analyzed psychometrics of assessments and created reports for review committees on special issues
- Established rapport with clients through direct communication and exceptional customer service practices, fostering ongoing relationships built on trust and respect
Owner / Sole Proprietor
MRK Research
05.2011 - 10.2013
- Conducted freelance marketing and technical writing projects to finance master’s degree. Managed day-to-day operations as solopreneur.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Assisted various start-ups with market surveys and industry research. For example, I cold-called congressional offices to market insurance industry seminars, designed online survey to collect feedback on prototype golf accessory showcased at a PGA trade show, helped research and edited book on medical marijuana, worked for former professor to complete data analysis and report writing projects for her overwhelmed market research firm.
Senior Associate & Manager, PRISM Help Desk
The Lewin Group
05.2009 - 04.2011
- Developed, staffed, and managed a start-up help desk operation that supported 3,000 social workers across the U.S. as they learned to use first-generation custom software
- Supported new releases of the standalone application and/or web interface every 2 – 5 weeks for two years
- Maintained highest level of customer service and training for this keystone of the larger effort to re-engineer how Head Start programs are monitored
- Collaborated with executives at the Head Start Bureau (Administration of Children & Families, Department of Health and Human Services), multiple stakeholders and a large internal project team, managing expectations of very different work group and various competing agendas while maintaining focus on deadlines and deliverables
Subject Matter Expert / Survey Research Manager
Craig Technologies Inc.
12.2006 - 04.2011
- Designed and administered online surveys to conduct product, program and opinion research at National Aeronautics and Space Administration (NASA) Headquarters
- Provided first response support for online survey user issues, performed quality control checks, conducted data analysis, prepared reports and delivered presentations of survey results
- Communicated directly with survey clients throughout the project lifecycle, identifying and gaining agreement on key client objectives, providing status reports as data is received and presenting survey findings in their stead upon request.
Craig Project Manager / User Services Manager
Craig Technologies Inc.
03.2008 - 04.2009
- Supervised 21 staff within a 5-year, $200 million dollar contract to support IT Services at NASA Headquarters.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Responsible for hires, fires, resource allocation, performance evaluations for User Services Dept.
- Developed and documented new standard operating procedures to boost cross-team cooperation and bolster customer engagement in quality improvement campaigns.
- Pioneered in-depth, routine analysis of performance data that was reported to senior management monthly and a wide cross-section of stakeholders weekly and as needed.
Subject Matter Expert / Outreach Manager
Craig Technologies Inc.
12.2006 - 03.2008
- Developed and implemented customer communications (newsletters, FAQ documents, formal IT Notices, user manuals, agency handbooks) related to custom and agency software projects for headquarters' employees
- Notified customers and managed expectations regarding new deployments, IT issues and server outages, gathering timely data from up to 6 different working groups
- Planned and scheduled phased communications for complex IT projects
- Ensured that core messages were correctly identified, messages targeted specific audiences and distribution was prompt
Marketing Specialist
LexisNexis
01.2005 - 12.2006
- Provided vision and project management for targeted marketing campaigns to th academic market
- Team Lead for redesign of academic market website
- Assisted in trade show planning, preparation, logistics and staffing
- Collaborated with internal and external creative consultants to produce product brochures, direct mail, and e-marketing
Education
Graduate Certificate, Dept. of Statistics - Survey Design & Data Analysis
The George Washington University
Alexandra, VAM.S. International Program in Addiction Studies -
Joint Program of King’s College - London; Virginia Commonwealth University; The University of Adelaide Australia
B.A. (Honors) - Social Sciences Field Major (Labor & Technology)
University of California
Berkeley, CASkills
- Relationship Management
- Data Analytics & Data Mining
- Strategic Communications
- Cross-Functional Team Building
Timeline
Customer Care Specialist
Animal Microbiome Analytics
08.2022 - 03.2024
Full-time Family Caregiver
Bryant Family
10.2018 - 03.2022
CME Administrator
American Assn of Physician Assistants
09.2015 - 10.2018
Maintenance of Certification Program Assistant
American Board of Addiction Medicine
09.2013 - 10.2015
Owner / Sole Proprietor
MRK Research
05.2011 - 10.2013
Senior Associate & Manager, PRISM Help Desk
The Lewin Group
05.2009 - 04.2011
Craig Project Manager / User Services Manager
Craig Technologies Inc.
03.2008 - 04.2009
Subject Matter Expert / Outreach Manager
Craig Technologies Inc.
12.2006 - 03.2008
Subject Matter Expert / Survey Research Manager
Craig Technologies Inc.
12.2006 - 04.2011
Marketing Specialist
LexisNexis
01.2005 - 12.2006
Graduate Certificate, Dept. of Statistics - Survey Design & Data Analysis
The George Washington University
M.S. International Program in Addiction Studies -
Joint Program of King’s College - London; Virginia Commonwealth University; The University of Adelaide Australia
B.A. (Honors) - Social Sciences Field Major (Labor & Technology)
University of California