Lauren Hunnings

Senior Client Relationship Manager for a medical writing firm specializing in medical, scientific, and regulatory writing that supports the pharmaceutical industry.

• Managed 20+ large, small, and CRO pharmaceutical clients generating 35% of total revenue.
• Provided project management for 150+ active projects concurrently.
• Managed medical writing teams through $1 million+ dollar projects. Articulated project goals and scope; instilled shared accountability for achieving corporate goals.
• Responded to RFPs, created complex proposals for new work requests, and negotiated contract specifics with clients.
• Provide exceptional customer service and customer experience.
• Host and facillitate internal and client kick-off calls for new projects.
• Responsible for tracking of Master Service Agreement renewals, tracking and facilitating Scopes of Work and Purchase Order documentation, and participating in capabilities presentations.
• Acted as point of contact (POC) for client growth and Operations (project plan management, allocation of resources, and effort etimates)
• Fostered a deep knowledge of company capabilities (answer questions from clients regarding capabilitities and offering i.e. regulatory documents, submissions, etc.)
• Owned strategic account planning based on insights, client objectives/KPIs and company capabilitities.
• Led strategic governance level meeting with existing clients to forecast, plan resource availability, and maintain reasonable timelines for projects
• Ability to navigate complex issues and drive timely decisions, knowing when to engage others for additional support.
• Managed challending client requests and oversee issue escalations, as needed.
• Collaborated with upper management to implement continuous improvements and exceed team goals.

• Managed accounts to retain existing relationships and grow share of business.
• Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
• Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
• Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
• Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
• Analyzed client feedback to identify areas for improvement and implemented changes accordingly.

• Design and implement effective marketing strategies to expand business within active clients
• Work with Agent and Agent Representatives to create monthly and quarterly sales goals
• Served as in-house notary
• Met with customers to provide information about available products and policies.
• Calculated premiums and established payment methods for sales.
• Monitored customer feedback and identified areas of improvement.

• Managed surgical inventory, maintaining adequate levels of supplies for all scheduled surgeries.
• Implemented care plans for patient treatment after assessing physician medical regimens.
• Maintained accurate documentation of all relevant medical information, promoting effective communication among healthcare providers.
• Collected, labeled and transported specimens and delivered to lab for testing.
• Leveraged feedback and process improvement opportunities to create safer and healthier environment and increase patient satisfaction.
• Provided effective bedside care to patients before and after procedures to deliver comfort.
• Educated family members and caregivers on patient care instructions.
• Managed patients recovering from medical or surgical procedures.
• Provided comprehensive postoperative care, monitoring patients for any signs of complications or adverse reactions.
• Performed pre-operative assessments to prepare patients for surgery.