Barry Peters

Responsible for firm's Quality Management System and internal processes to assure continuous improvement of our customer service delivery. Developed and manage firm's internal audit program prioritized using a Six Sigma derived risk-based model. Recently led firm's effort to achieve ISO9001:2008 certification in 16 months

Responsible for P/L, Account Management and Operations in this vertical market for ICT Group, a leading provider of outsourced customer management services. Manage a ~$40MM book of business.

Ran Merck Vaccine Division’s (MVD) Information Services organization with 800 customers worldwide. Responsible for delivering business process improvements through efficient use of information and systems with a focus on customer touchpoints to MVD. Led staff of up to 60 employees and contractors with $10+MM project portfolio. • Built e-commerce capability for Merckvaccines.com® to allow customers to order vaccines online. This was Merck’s first e-commerce capability ex-Medco. Channel-shifted 25% of priva

Led a staff that provided sales analyses and customer service to a field-based sales team of 600. Provided insight and direction to Senior area management to refine HQ marketing campaigns and develop localized managed care strategies. Developed innovative, timely reports using IMS and Merck activity data. Devised unique sales incentive strategies.

Managed in a call center of 50 agents, responsible for answering any question from consumers or Healthcare Professionals to Merck. Responsible for surveying and improving callers satisfaction and in improving agent productivity through technology and QA programs. Able to reduce call times 20% and increase customers' satisfaction (through willingness to recommend Merck) from <70% to >90% as a result of improvements.

minor in biochemistry