Michael M.

Experience

• 

  Supermarket

  Jan 1996 - Jan 1999

  Newsagents Sales Representative

  Responsible each weeknight for the sale of newspapers to the patients on each ward of the local hospital.

• 

  Burger King Corporation

  Jan 2000 - Aug 2002

  Service expert
• 

  Next Group PLC

  Nov 2002 - Jun 2004

  Sales Consultant

  Each Sunday replenishing stock, assisting customers and operating the checkout within the Women's wear department.

• 

  AMG Nursing & Care Services

  Sept 2004 - Nov 2004

  Care Assistant

  Providing care for people with mental illness and the elderly within hospitals and private care homes.

• 

  Parexel

  Dec 2005 - Dec 2020

  — Directly responsible for multiple product lines L1/L2 support including RTSM, EDC and sensors.— Leadership of 7 managers and 60+ staff across 5 global locations providing 24/7/365, L1/L2 support application support.— 30+ key clients and 750+ trials live at any time, across all trial phases and therapeutic areas such as cancer, diabetes, immune-system diseases, etc— Average of 350-450 new requests/incidents daily from the thousands of users.— Ensured appropriate access, training, security of data, and patient safety. Safeguarding the resolution and direct database change processes impacting patient treatment, safety, data integrity, and supply chain management.— Managed data flow issues, resolving alerts or data inconsistencies to/from third-party systems, with over 10,000+ daily integration files occurring.— Attended or directed attendance of client meetings, internal stakeholder meetings, or audits presenting on SLA's, KPI's, and implementing needed actions.— Lead and participated in service reviews, complaint resolution and support of escalations at the governance level with a focus on continual service improvement, lading to end-user satisfaction to average above 9.5— Reduced the time issues are awaiting action with the team by 5 days (60%).— Improved department culture with reward & recognition, reducing attrition by 10%.— Directed compliance with industry regulations (GCP, ICH, 21 CFR part 11, and more).— Improved standard operating procedures, addressing improvements, audit queries/findings promptly. Achieving 93% of root cause analysis and CAPA’s to be completed on time or better.— Yellow belt project completed establishing capacity management plan reducing the deficit by 31%.— Optimised global 24/7 rota establishing coverage aligning with inflow and escalation coverage. Reducing yearly costs by £150k and improving SLA by 14%.— Determined and coached lean six sigma projects and objectives within the policy deployment (Hoshin Kanri) framework. Show less — Provided direction and leadership to 8-15, L2 Client Support Specialists across shifts, working collaboratively to ensure that the service delivery to customers is completely autonomous, timely, and accurate."It is inspiring to see how passionate he is about keeping PDS running and making sure we get the job done, particularly in these very busy days." Indirect Report Dec 2015— Client, internal and external responsibility being accountable for the department service provided for assigned customer accounts/service line."Michael has shown great accountability and has enabled me to provide a better customer service for the client" PM Feb2016— Responsibility for ensuring all requests and incidents were completed in an accurate and timely manner, meeting SLA and KPI's expectations. Example increased team daily average resolves by 39% (from 7.4 in Jul16 to 10.3 Mar17).— Conducted reviews of tickets, manual data changes, CSAT, and product/client service./. Implementing and sharing suggestions to ensure the continual review and re-alignment of service provision. For example, improving the CSAT 5-month average for one product from 4.3 to 9.1 (111%).— Led root cause analysis and action completion as CAPA/Quality Issue lead.— Conducted recruitment, team briefs, 121's, performance reviews, ensuring the development of direct reports."I could not have had a better beginning here and I really think that is, in large part, thanks to his professional, warm and helpful manner." Recruit May 2016— Eight-week relocation/secondment to Hyderabad (India) to manage the new L2 team. Show less — Supervise and provide direction for BAU activities to L3 IT support during data centre relocation. — Ensured resources supporting the availability of essential mission-critical systems, systems infrastructure, and services within the area of responsibility.— Ensured delivery of a reliable, high-quality, integrated systems environment for all internal and external customers. Addressing capacity management, performance management, troubleshooting, security backups, data communications, electronic mail, hardware and software installations and upgrades, maintenance, repairs, and enhancements. Show less — Level I Dec2005, Level II Mar2007, Level III May2008, Level IV Nov2008.— Daily management of live clinical trial queries, requests, and incidents, via email and phone. Providing initially L1 function and then L2.— Prioritized work from multiple individuals, resolving complex technical or medication management issues while meeting deadlines and ensuring adherence to regulations.— Using custom interface executed data changes within multiple related oracle databases directly or using SQL.— Completed quality reviews of customer interaction and data changes conducted by other agents. — Conducted training and mentoring of new team members. Including a six-month secondment to Chicago, the USA in 2008.— Represented the department at study design and pre-production meetings reviews and presented department introductions to clients remotely. — As a level 4 responsible for key company client workload producing service review reports, attending meetings, and driving improvements. Show less

  • Associate Director, Service Operations

    Jul 2017 - Dec 2020

  • Customer Care Services Manager

    Sept 2009 - Jul 2017

  • Infrastructure Manager (Secondment)

    Nov 2013 - Jun 2014

  • Client Support Specialist

    Dec 2005 - Sept 2009
• 

  CALYX

  Jan 2021 - May 2022

  — Risk management, mitigation, and creating operations product/service designs. Calyx became its own entity, no longer a subsidiary of Parexel. Please see below for details of the role

  • Senior Service Acceptance Manager

    Jan 2022 - May 2022

  • Associate Director, Service Operations

    Jan 2021 - Dec 2021
• 

  Parexel

  May 2022 - now

  Bring solution-focused expertise, training and experience to review, recommend, develop, and implement real-world data-enabled solutions for internal and external customers to meet client research objectives.

  • Associate Director, RWD Solutions

    Apr 2024 - now

  • Principal RWD Solutions Leader

    May 2022 - Mar 2024