Leslie Irving
Pleasant Hill,CA
Summary
Experienced customer facing professional with an extensive background in business development, customer service, operations, and developing and maintaining key relationships with clients in healthcare, education, technology.
Overview
23
23
years of professional experience
Work History
Research Analyst/New Business Development
The Alliance of CEOs
Walnut Creek, CA
08.2021 - Current
- Research start-ups in the Bay Area for potential fit to join our organization.
- Cold Call / Email Executives in the Bay Area to qualify and gauge interest in joining the Alliance of CEOs.
- Qualify leads from marketing campaigns as sales opportunities.
- Set up meetings or calls between (prospective) members and Recruiters.
- Present our company value prop to potential members.
Substitute Teacher
Mt. Diablo Unified School District
11.2017 - 03.2020
- Provided classroom instruction to students as outlined in lesson plans for Elementary School.
Customer Service Manager
Easterseals Bay Area
Pleasant Hill, CA
01.2017 - 08.2017
- Managed a team of 8 Customer Service Representatives.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Developed policies and procedures related to customer service operations.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Managed migration of legacy CRM to SFDC, tested system and identified issues.
Manager, Customer Service and Imaging
Stryker Orthopaedics
05.2009 - 09.2012
- Actively led a team of Customer Service and Imaging professionals supporting operations for domestic and international customers.
- Coordinated with customers, manufacturing, shipping, and field staff to ensure on-time delivery.
- Oversaw the process to evaluate and review CT and MRI images submitted by imaging centers so that they met the OtisMed quality standard.
- Managed and developed the performance of the Customer Service team to drive high performance, including writing and delivering performance reviews, administering disciplinary action, and providing positive recognition.
Manager, Client Services
Novartis Vaccines & Diagnostics, Inc.
05.2004 - 06.2008
- Managed a team of Commercial Contract Associates and Client Services Personnel overseeing customer relations for the Vaccine division.
- Team Lead on Vendor Migration Project; maintained contract milestones as they related to Customer Service and ensured deliverables were met on time and within budget.
- Coordinated the import of all Vaccine products into the U.S.
- Worked directly with executives to craft customer messaging around product recall, supply chain issues, and regulatory change.
- Managed Product Technical Complaint documentation within validated system.
- Oversaw Medicaid Rebate activities including, identifying trends and monitoring invalid claims data, thereby implementing dispute or adjustment procedures as necessary.
- Created department SOP’s and maintained department guidelines for all key processes
- Interviewed, recruited, trained, and conducted annual evaluations for department personnel.
Lynx Customer Development Manager/Upgrade Supervisor
Bristol Myers Squibb (Oncology Therapeutics Network)
07.2000 - 12.2003
- Worked as central point of contact between all major departments including Tech Support, Sales, Customer Service, Interface, and Finance for Lynx upgrade project
- Oversaw and analyzed most cost-effective approach to converting 1500 inventory management systems across the country
- Conducted classes and created training manuals and guides for company employees and Oncology personnel
- Installed Lynx system hardware and provided training and follow-up support for office-based Oncology practices in CA, AZ, NV, HI, NM, WA
Education
Bachelor of Arts - Cultural Anthropology
University of California - Santa Barbara
Santa BarbaraSkills
- Client Relationships
- Sales Planning
- Meetings and Presentations
- Business Development
- Staff Management
- Relationship Building
- Customer Satisfaction
Timeline
Research Analyst/New Business Development
The Alliance of CEOs
08.2021 - Current
Substitute Teacher
Mt. Diablo Unified School District
11.2017 - 03.2020
Customer Service Manager
Easterseals Bay Area
01.2017 - 08.2017
Manager, Customer Service and Imaging
Stryker Orthopaedics
05.2009 - 09.2012
Manager, Client Services
Novartis Vaccines & Diagnostics, Inc.
05.2004 - 06.2008
Lynx Customer Development Manager/Upgrade Supervisor
Bristol Myers Squibb (Oncology Therapeutics Network)
07.2000 - 12.2003
Bachelor of Arts - Cultural Anthropology
University of California - Santa Barbara
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