Theresa Burchfield
Weirton,WV
Summary
Laboratory translation expert with a strong ability to simplify complex concepts. Skilled in facilitating communication between sales, operations, and customers for informed decision-making. Adept at leading cross-functional teams to solve problems and deliver customer-centric solutions. Inspires teams to achieve goals and adapt effectively to change.
Overview
30
30
years of professional experience
Work History
Director of Project Management
SGS North America
Remote
03.2022 - 07.2024
- Centralized Project Management and Client Service activities for all sites in SGS Health Science Division in North America (US and Canada) to provide a consistent customer experience across the network
- Lead a team of over 40 Project Managers and Technical Cient Managers in the Health Science division supporting analytical testing for small and large molecule pharmaceuticals
- Standardized quote templates and pricing for the region utilizing PandaDoc software
- Employed Monday.com as a project management tool to increase visibility of project activities to clients and improve transparency across entire project team
- Implemented Salesforce Customer Module as part of Salesforce CRM to centralize client quote requests
- Increased customer satisfaction scores by 100% in 2 years by improving communications and transparency
- Decreased quoting time by 30% due to centralizing requests and utilizing entire team efficiently.
Technical Client Manager
SGS North America
Fairfield, NJ
08.2015 - 06.2022
- Advised clients on which services offered by the company fit their project needs using scientific expertise and interpersonal skills
- Supported business development functions as a technical resource and laboratory liaison
- Lead the Client Services group for the site with 6 direct reports
- Integrated new quoting process and software into the group
- Won over $800k worth of business for the company in less than a year
- Managed client accounts totaling more than 2 million dollars in revenue.
Technical Sales Support Specialist
SGS North America
Remote
07.2018 - 03.2022
- Provided technical support for the small molecules business development team SGS Health Science Division in North America (US and Canada) by giving consultations on SGS small molecule services and customized quotations
- Presented SGS capabilities during client visits and addressed technical questions
- Trained sales team on technical aspects of the business
- Spearheaded the process of responding to RFPs (Requests for Proposals) to coordinate responses from all North American labs for more complete and robust proposals.
Operations Manager
SGS North America
Fairfield, NJ
10.2014 - 08.2015
- Oversaw the turnaround time, quality, safety, and financial profitability for the operations of the Fairfield site
- Set policies for the site, make staffing decisions, monitor expenses, and interact with clients
- Site head with 6 direct reports and a total group of 65 people (chemistry and microbiology).
Manager, Client Services
SGS North America
Fairfield, NJ
03.2013 - 10.2014
- Manage 10 direct reports with a total group of 16 over two sites in North America, NJ and IL
- Responsible for client service functions of the two sites included quoting, project management, sample handling, and client interface for the laboratories.
NMR and Optical Services Lab Manager
Hoffmann-La Roche
Nutley, NJ
01.2011 - 03.2013
- Supported the small molecule Discovery Chemistry group in the mass spec and NMR labs for over 100 chemists
- Introduced ACD labs software and provided training as the SME.
Principle Scientist
Hoffmann-La Roche
Nutley, NJ
09.1996 - 01.2011
- Supported the small molecule Discovery Chemistry group in the mass spec and NMR labs for over 100 chemists
- Introduced ACD labs software and provided training as the SME.
Assistant Scientist
Roche Diagnostic Systems
Branchburg, NJ
08.1994 - 09.1996
- Specialized in troubleshooting for Clinical Chemistry reagents
- Supported customer service and manufacturing for difficult customer problems.
Education
MS Chemistry -
Montclair State University
Montclair, NJ01.2002
BS Chemistry -
Bethany College
Bethany, WV01.1994
Skills
- Project Management
- Pharmaceutical Industry
- Team Leadership
- Mondaycom
- Problem Solving
- Scope Management
- Project Scheduling
- Customer Relations
- Innovation management
- Risk Management
Technologyskills
- Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
- PandaDoc
- Monday.com
- Salesforce
- ACD Labs
Professionalqualificationstraining
- Varian NMR user and system management
- NMR interpretation, ACS course
- AutoSpec training course
- Mass Spec interpretation, ACS course
- Platform API and OpenLynx training course
- Computer courses in: Microsoft Excel, Word, Power Point, Outlook, and Access fundamentals
Professional Highlights
- Increased customer satisfaction by 100% in 2 years. (SGS)
- Won over $800k in business for the company in less than a year. (SGS)
- Integrated the use of multiple tools for increased efficiency in various departments. (Roche and SGS)
- Customer Service
- Project Management
- Account Management
- Pharmaceutical Industry
- Chemistry
- Technical Support
- Team Leadership
- Monday.com
- Customer Experience
- Problem Solving
Timeline
Director of Project Management
SGS North America
03.2022 - 07.2024
Technical Sales Support Specialist
SGS North America
07.2018 - 03.2022
Technical Client Manager
SGS North America
08.2015 - 06.2022
Operations Manager
SGS North America
10.2014 - 08.2015
Manager, Client Services
SGS North America
03.2013 - 10.2014
NMR and Optical Services Lab Manager
Hoffmann-La Roche
01.2011 - 03.2013
Principle Scientist
Hoffmann-La Roche
09.1996 - 01.2011
Assistant Scientist
Roche Diagnostic Systems
08.1994 - 09.1996
MS Chemistry -
Montclair State University
BS Chemistry -
Bethany College
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