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Social Media……………………………………….Pages 3-6◦ Conducted independent research project on how pharmaceutical companies can use

social media to create a better reach and target patient segments

Market Research………………………………….Pages 7-10 Interned at The Polling Company™ Inc.

◦ Identified industry and consumer trends by compiling 500+ online and print media sources

Client Services…………………………………….Pages 11-14

Interned at The Vanguard Group

◦ Developed strategies on improving the company’s customer service and changing best practices of employee training, empowerment, motivation and rewards

Project Management ……………………………Pages 15-18

Co-op at Johnson & Johnson

◦ Served as a liaison for cross-functional teams, created team sites in SharePoint, streamlined reporting tools, and led the risk management process

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Conducted independent research project on how pharmaceutical companies can use social media to create a better reach and target patient segments

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Social Media (Facebook)◦ Growth of Social Media ◦ Social Media Marketing◦ Pharmaceutical Risks of Social Media

Pharmaceuticals Tap into Facebook◦ Sponsor Ads◦ Create Company FanPages

Merck, Johnson & Johnson, GlaxoSmithKline, & Pfizer

◦ Build Brand Fanpages Nexium & Claritin Eye

◦ Create advocacy groups relating to their products ADHD Allies & ADHD Mothers, Strong@Heart,

Taking a Step Against Cervical Cancer

Conclusion◦ How Can Your Company Join the Frontier?

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Companies create a “buzz” and online conversations with consumers through social media tools

Facebook

Companies build brand

loyalty by creating fanpages

that promote special deals

and new products

Social Media Mass Media

Company Consumer ConsumerCompany

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Career Development Corporate Social

Responsibility Upcoming Products

‣ Pharmaceutical companies create unique Facebook pages as a vehicle to promote their organization and achieve collective goals rather than sell their products

YouTube Videos JNJBTW Blog Corporate Social

Responsibility

FDA Approval of drugs

Regulatory Filings

Unify Pfizer & Wyeth as a cohesive organization

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Identified industry and consumer trends by compiling 500+ online and print media sources

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Ads On: US

TV 88%

Magazine 49%

Online 48%

Newspaper 42%

Radio 27%

Outdoor 10%

Social networking

8%

In-theater 7%

DVD 7%

Blog 6%

Video game 4%

Mobile phone 3%

o Television advertisements (84%) o Magazines (54%)o Online (45%) o Radio (44%) o Newspaper (44%)

Source: “More Entertainment on Computer Than TV for Millenials.” Jack Loechner. MediaPost. January 29, 2009.

Television is the top advertising channel to motivate consumer purchases:

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Adults are a large margin of social network users and decline with age:◦ 25-34 (57%) ◦ 35-44 (30%)◦ 45-54 (19%) ◦ 55+ (17%)

Adults create accounts on social networks:◦ 83% separate professional from personal usage by creating multiple social

networking profiles ◦ 50% have MySpace accounts, while 22% use Facebook accounts, and 6% are

on Linked-In ◦ 89% use social networks to maintain friendships and 49% want to meet

more people

Source: “SocNet Use Quadruples among US Adults; 35% Have Profiles.” Watershed Publishing. January 29, 2009.

Adult Internet users on social networking sites has more than tripled in threeyears, from 8% in February 2005 to 35% in December 2008

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‣ Top 10 nationwide newspapers attract more online visitors

o Unique online visitors increased 16% this year-34.6 to 40.1 million unique visitors

o Overall online newspaper visits increased 27%-199.6 to 252.7 million visits

Source: “Online Newspaper Visits Increase 27%.” Nielsen Online. January 29, 2009.

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Developed strategies on improving the company’s customer service and changing best practices of employee training, empowerment, motivation and rewards

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Best practices of top customer service firms◦ Commitment from top management◦ Strong management and employee relationships◦ Communication loop between management, employees, and customers

Bridging customer communication ◦ Multiple channels to build communication across larger segments ◦ Integration of communication channels◦ Proactive communication strengthens customer relationship ◦ Personalize customer experience

Building customer service through employees◦ Comprehensive training program reinforce critical job skills◦ Employee empowerment gives employees the freedom to make

decisions without supervisor approval ◦ Recognition and reward incentives highly motivate employees

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Huddles

Virtual

Classroom

Peer

Mentoring

Role Plays

Intranet

Portal

On-the-Job

Learning

Styles

Top Customer Service

Reward

Empower

Train

Motivate

In order to achieve high levels of customer service, firms are hiring motivated individuals, providing comprehensive training programs, empowering employees to take ownership, and rewarding employees for delivering top customer service

Customer

Communications

•Multiple communication channels for age and asset-based segmentations

•Proactively contact customers

•Personalize customer experience by using customer’s name

Training

•Hire for attitude rather than previous retail experience and education

•Comprehensive training (informal & formal)

•Different learning approaches

•Intranet portal (Enterprise 2.0 System)

Empowerment

•Encourage employees to take ownership of their role

•Set financial limits

•Strong company credos

Rewards

•Customer service cash bonus

•Selection of reward incentives: merchandise, luncheons, trips, PTO, cash)

•Telecommuting and job sharing

•Unique perks

Served as a liaison for cross-functional teams, created SharePoint team sites, and led the risk management process

Aarti

Medical Writing

Modeling & Simulation

Programming

Quality Compliance

Bioanalysis

Assay Development

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‣ Project Management Served as the representative for the project management team and developed project schedules with senior management

‣ SharePoint Created team sites and a wiki in SharePoint for cross-functional teams to hold online discussions and archive information

‣ Streamline Reporting Tools Streamline reporting tools (Action Items, Meeting Minutes, Risk Register) to improve effectiveness and efficiency of work processes, operational practices, and integration among functional areas

‣ Risk ManagementAppointed Project Risk Manager for an outsourcing team project and led the risk management process

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The application of knowledge, skills, tools and techniques to project activities to meet project requirements

Nine Knowledge Areas Scope Management

Time Management

Cost Management Quality Management

Human Resource Management

Communications Management

Risk Management

Procurement Management

Integration Management

Five Project Phases

Initiation

Planning

Execution Monitoring

& Control

Closing

TIMECOST

SCOPE

QUALITY

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Risk Management Planning

Risk Identification

Qualitative Risk Analysis

Quantitative Risk Analysis

Risk Response Planning

Risk Monitoring and Control

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Thank you for taking the time to view my presentation

I would welcome the opportunity to show you my full portfolio of accomplishments in person

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