SHERRYL D. LOPEZ
Sicklerville,NJ
Summary
A dynamic, results-oriented manager with over 15+ years of experience in the life science, healthcare, and financial industries with a strong focus on policy and procedure management, internal and external client training, compliance and technology project support. Proven experience in creating engaging technical content, facilitating traditional and virtual training, and change management and communications. Demonstrated ability to manage parallel objectives to drive positive outcomes. Possesses a forward-thinking approach and supports continuous process improvement, technological innovation and client optimization.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Change Manager
TEKsystems (TD Bank)
04.2024 - Current
- Successfully executed change management activities for three strategic project deployments.
- Performs and manages change management activities for 28 strategic and cost to serve initiatives for credit card services.
- Improved and implemented the change management plan template used across the change management team.
- Increase stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations, bridging gaps between business and IT, and has broad expertise across the project development lifecycle.
- Ensure all business readiness activities are completed before a product/project launch.
- Collaborate with business leaders, IT groups and vendors to ensure changes, issues, and potential risks are communicated clearly and accurately.
- Reduce resistance to change by employing empathetic communication and understanding the concerns of employees affected.
- Facilitate workshops and training sessions to equip staff members with tools necessary for successful adaptation during periods of transition.
Senior Manager, Adoption Training & Change Management
Envision Pharma Group (EPG)
05.2022 - 01.2024
- Created and maintained style documentation and master templates to help develop customized end-user guides for medical affairs communications clients consisting of top-tier pharmaceutical and biotech organizations
- Developed best-in-class client governance and adoption training materials including user end-user guides, training videos/eLearn modules, FAQs, HMTL communications, and checklists to support client optimization of iEnvision software
- Authored storyboards and technical scripts leading to the creation and production of step-by-step instructional videos and interactive eLearn modules in Articulate 360 to help train new or updated iEnvision software (Datavision, Clear, HEOR, Evidence Generation & Communication, Grants)
- Edited high-quality software-specific screenshots using Snag-IT to display in training materials, including user guides / manuals and instructional videos
- Assisted clients moving to SaaS EPG products with the highest level of support through partnership with account management, product and technology teams to ensure software updates were appropriately reflected on client training materials, meet SOW requirements and to promote client optimization and adoption
- Managed and mentored junior team member(s) of Operational Excellence (OPEX)
Manager, Patient Consent Training
IQVIA
11.2020 - 05.2022
- Established standard prototype PowerPoint client-facing decks and training agenda used for Investigator meetings, CRA and Site Staff training sessions for 50+ leading pharmaceutical and biotech clients
- Developed and launched a department metrics and analytics reporting method to track procedure and training productivity
- Led the integration of a digital adoption solution (WalkMe) to support client education and optimization of the eConsent SaaS platform
- Delivered patient consent training to investigators and monitors/CRAs in Investigator Meetings to support clinical trial staff education
- Collaborated with other trainers, SMEs and technical writers on development of work instructions, internal training resources and materials to support day-to-day operations of clinical trial project managers
- Worked with instructional designers on development, formatting and layout of eConsent course storyboards and eLearn
- Created and maintained eConsent educational videos embedded within the eConsent system
- Developed, maintained, and analyzed metrics and training feedback to monitor training efficacy and improvement course content and materials over time
Senior Manager, Training & Compliance
CEC
03.2019 - 11.2020
- Designed and implemented a unified method for the development, review and approval and annual review of procedures and cleanroom field operational reports in a start-up environment
- Deployed a Learning Management System (LMS) for the organization
- Developed and maintained an extensive set of eLearning interactive modules focused on regulated controlled environments procedures for 503A and 503B pharmacies and cleanrooms
- Managed and administered educational content on the LMS system
- Kept abreast of standards and practices related to sterile compounding and cleanrooms to ensure policies, SOPs and training programs are accurate and relevant
- Provided direct support to CEO and project management/engineering team for new cleanroom designs and construction
- Collaborated with stakeholders and SMEs with the development of business requirements for automation of field certification forms and a centralized document repository
- Maintained the company’s website and generated company marketing and customer-facing documents
Training & Development Manager
Conduent
08.2018 - 02.2019
- Developed and put into place a consistent method for the development, review and approval, annual review, and communication of new or updated training materials and operational procedures for 5 Medicaid operational areas
- Led, supervised and mentored a team of learning and documentation specialists responsible for onboarding and delivering staff training
- Oversaw and managed the training curriculum and programs in all key areas of the Medicaid operations (outreach, eligibility, call center, and document control) to ensure content accuracy and compliance with client contracts and ACA guidelines
- Monitored and evaluated the effectiveness of training programs and bridged process or training gaps
- Provided project and training support for system enhancement efforts and implementation of robotic process automation (RPA), as well as continuous process improvement projects
AVP Policy & Procedures Training Manager
TD Bank
05.2013 - 08.2018
- Implemented a standardized process of the development, review and approval, annual review, and maintenance of business line policies and procedures for 3 operational sites
- Managed the development, review and approval, annual review, and maintenance of policies and procedures, as well as training materials (onboarding presentation, guidance documents and job aids)
- Maintained approved policies and procedures on SharePoint to create a consistent standard for quality
- Onboarded new hires of the payment operations department and provided on-going training to existing staff of updated operational processes
- Worked with key functional SMEs and stakeholders in procedural updates to ensure alignment with organization policies, banking laws and regulations such as the Federal Reserve, OFAC/AML/Sanctions, CFPB
- Distributed operational and regulatory procedure updates to front-office and back-office staff via intranet communications and newsletters
- Acted as a vital point of contact for both internal and external audits working closely with the compliance and legal liaisons in the preparation for audits, audit documentation and responses, and development of mitigation and remediation plans in the event of audit findings
- Played an integral role in the development, implementation and training of system/web-based platforms and process improvement projects
- Provided support to project management and technology teams with system upgrades through assistance with identifying business and user requirements, development of user and test cases or scripts, and participation of system validation prior to system deployment dates
- Co-managed, oversaw and mentored the international investigations team within payment operations
- Monitored international wire investigations to ensure applicable regulatory SLAs were met and consumer complaints were handled and/or escalated as appropriate
- Managed the business continuity plan, coordinated the call tree exercises and provided business continuity training to electronic payment operations annually
QA Document Specialist / Trainer
Express Scripts
01.2008 - 05.2013
- Spearheaded the implementation of the standardized process for the development, review and approval, and annual review of organization policies and procedures across 4 back-end pharmacy locations in NJ, NV, IN, and OH to align and maintain the integrity of the quality management system (QMS), as well as requirements of the health and safety at the pharmacy (HIPAA, OSHA, Board of Pharmacy regulations, and GMP requirements) and patient confidentiality (HIPAA, IHI)
- Delivered training of the standardized documentation control process for 200+ personnel consisting of key stakeholders at each pharmacy location
- Maintained 1000+ SOPs/standard work instructions (SWIs) for each functional area including the safe handling of, dispensing and verification processes of drugs and pharmacy equipment, and customer service processes for the managed care and therapeutic research call centers
- Directed new and updated SOPs and SWIs to the change control committee to obtain appropriate approvals before updated processes were implemented and trained to impacted pharmacy staff
- Assisted the Director of Quality and Compliance by coordinating the material review board meetings to address all internal and external non-conformances for both drug and non-drug pharmacy materials, as well as ensure these followed the CAPA procedures
- Partnered with each area manager and other learning and performance improvement team members to determine and assess training needs for pharmacy staff
- Served as a vital member of the continuous improvement project team to identify, implement, and update existing processes, including the development and maintenance of process workflows to promote efficiency and reduce waste
Education
Master of Business Administration - Health Services Administration
Strayer University
Willingboro, NJ01.2012
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ01.2010
Skills
- Training Delivery
- Adoption, Change and Project Management
- Operational Readiness
- Strategic Communication
- Policy and Procedure Development
- People Management
- Process Improvement
Affiliations
- Association for Talent Development (ATD)
- American Society for Quality (ASQ)
- Golden Key International Honour Society
Trainingsworkshops
- Write to the Top (2009)
- DISC Personality (2009)
- Train the Trainer (2010)
- Active Operations Management (2016)
Certification
Six Sigma Green Belt
Employee Awards
IQVIA
- Kudos Employee Award Recipient in 2021
TD Bank
- S.S.O.A.R Employee Award Recipient in 2016 and WOW Employee Award in 2017.
Express Scripts (Medco Health Solutions)
- Multiple WOW! Employee Award Recipient (2008, 2009, 2010, 2011, and 2012).
Languages
Tagalog
Native or Bilingual
Timeline
Change Manager
TEKsystems (TD Bank)
04.2024 - Current
Senior Manager, Adoption Training & Change Management
Envision Pharma Group (EPG)
05.2022 - 01.2024
Manager, Patient Consent Training
IQVIA
11.2020 - 05.2022
Senior Manager, Training & Compliance
CEC
03.2019 - 11.2020
Training & Development Manager
Conduent
08.2018 - 02.2019
AVP Policy & Procedures Training Manager
TD Bank
05.2013 - 08.2018
QA Document Specialist / Trainer
Express Scripts
01.2008 - 05.2013
Six Sigma Green Belt
Master of Business Administration - Health Services Administration
Strayer University
Bachelor of Science - Business Management
University of Phoenix
Similar Profiles
Damien PrutsmanDamien Prutsman
Member Service Representative at Navy Federal at TEKsystemsMember Service Representative at Navy Federal at TEKsystems
Lashandon WilliamsLashandon Williams
Customer Service Representative at TekSystemsCustomer Service Representative at TekSystems
Marcelle MitchellMarcelle Mitchell
Data Conversion Specialist at TEKsystemsData Conversion Specialist at TEKsystems