Wendy Ward
Ballynahinch,Down
Summary
Driven professional offering strong Interpersonal skills with exceptional communication and problem-solving abilities, demonstrating a knack for fostering positive relationships and enhancing customer satisfaction. Proficient in team leadership and conflict resolution, ensuring smooth operations and cohesive work environment.
Knowledgeable about managing customer feedback and implementing service improvements. Ready to use and develop skills in leadership, team collaboration, and customer satisfaction in any role.
Overview
15
15
years of professional experience
1990
1990
years of post-secondary education
Work history
Customer Experience Lead
Chiesi Pharmaceuticals
Ballynahinch, UK
03.2024 - 07.2025
- Work as part of a cross-functional team to improve customer service operations and streamline communication channels. Responsible for a new initiative in customer consent which increased responses by 24%
- Work with CSOS, NPS and VOC feedback forums to understand and analysis the customer insights and feedback.
- Agile training and CX Master class completed to trainer level.
- Collaborate with sales, marketing, and medical affairs teams to align customer experience initiatives with company goals delivering new programs and ways of working to enhance business.
- Coordinated with sales representatives and healthcare professionals to resolve escalated customer issues.
- Assisted in the development of digital engagement tools and platforms to enhance the customer journey.
- Improved customer satisfaction NPS scores to 94% by implementing innovative solutions to common complaints.
National Sales Manager
Kyowakirin Pharmaceuticals
Ballynahinch, UK
07.2023 - 02.2024
- Recruited, retained, and motivated a high-performing sales team.
- Achieved and exceeded ambitious national sales targets by 10% annually.
- Coordinated successful sales events for greater brand exposure.
- Developed relationships with KOLs, stakeholders, and relevant NHS payers.
- Formulated and executed business strategy for UK-wide financial management. Increased National sales by 10% 2023/2024
- Created an engaging bonus scheme aligned with national strategic goals.
- Boosted brand visibility by organising strategic marketing campaigns.
- Built partnerships with national opinion leaders to drive collaborative business plans.
- Identified team development needs and provided coaching for optimal performance.
- Enhanced team productivity through effective training and mentorship programmes.
Regional Business Manager
Kyowakirin Pharmaceuticals
Ballynahinch, UK
07.2021 - 07.2023
- Lead, coach, and motivate the sales team to achieve and exceed sales targets. Northern Team lead to exceed annual sales target at 112%/110% respective products.
- Devised successful marketing campaigns for brand recognition enhancement.
- Ensured compliance with company standards and industry regulations in all operations.
- Negotiated profitable contracts with key industry partners.
- Development of key strategies to ensure all business parameters are met.
- Conduct performance reviews, set individual goals, and provide ongoing training and development opportunities.
- Foster a culture of excellence, teamwork, and continuous improvement within the sales team, ensuring I get the best most effective sales team.
- Effectively communicate and coordinate with internal stakeholders to drive alignment and support for sales initiatives.
- Provide regular reports and updates to senior management on sales performance, market dynamics, and competitor activities.
Senior Key Account Manager
Kyowakirin Pharmaceuticals
Ballynahinch, UK
08.2010 - 07.2021
- Territory Management - Achieving and exceeding sales targets. Sales rep of the year 2012 with 121 % sales target.
- Analytical thinking.
- Sales Strategy and Planning.
- Communication and Presentation.
- Influence and Negotiation.
- Attention to detail.
- Analysed sales data regularly, leading to informed decision making.
- Drove revenue increase through effective cross-selling strategies.
- Retained and developed allotted significant customer base by working with senior staff to create added value in customer experiences.
- Developed and implemented sales strategy for new business opportunities across account portfolios and broader businesses.
- Promoted trustful relationships with clients, improving retention rates significantly.
Education
ABPI - Pharmaceutical
ABPI
/2003 - /2004
CIDESCO - Beauty Therapy
Roberta Mechan College of Beauty
A-Levels - Biology/Business and Finance/History
The High School Ballynahinch
Belfast 1980/1980 - /1988
Skills
- Leadership and Performance Management
- Develop and Implementation of sales strategies data analysis
- Tactful up-selling
- Coaching and development of individual needs
- Knowledge of GDPR compliance
- Digital marketing awareness
- Excellent communication skills
- Rapport and relationship building
- Compelling leadership skills
- National account management
- CRM Systems/Salesforce/Veeva/Power BI
- Smartsheet Accredited/CX Masterclass/Agile working
- Budget management
Affiliations
- Keen Rugby supporter, Fitness/ Spin
Timeline
Customer Experience Lead
Chiesi Pharmaceuticals
03.2024 - 07.2025
National Sales Manager
Kyowakirin Pharmaceuticals
07.2023 - 02.2024
Regional Business Manager
Kyowakirin Pharmaceuticals
07.2021 - 07.2023
Senior Key Account Manager
Kyowakirin Pharmaceuticals
08.2010 - 07.2021
ABPI - Pharmaceutical
ABPI
/2003 - /2004
CIDESCO - Beauty Therapy
Roberta Mechan College of Beauty
A-Levels - Biology/Business and Finance/History
The High School Ballynahinch
1980/1980 - /1988
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