BARRY PETERS 14 March Winds Ct Greer, SC 29650 barrydavidpeters@gmail.com Cell: (267) 261-7206

SUMMARY

SENIOR EXECUTIVE with diversified pharmaceutical and healthcare industry career. Educational credentials include Wharton Management Certificate and BS in microbiology. Management experience spans pharmaceutical manufacturing and quality, regulatory compliance, information technology, privacy program management, customer satisfaction and contact center. Demonstrated track record of building, managing, and developing union, hourly, and salaried personnel in line and staff roles.

CORE COMPETENCIES

• Customer Oriented• Strategic Planner

• IT Application to Business• Global Project Leadership

• Healthcare Privacy/HIPAA• Consensus Builder

PROFESSIONAL AFFILIATIONS

• IAPP • Drug Information Association • American Mensa

PROFESSIONAL EXPERIENCE

WRB COMMUNICATIONS Chantilly, VA. 2016-PresentVice President, Compliance and RegulatoryOversee and assure quality of products and services by maintaining regulatory compliance and managing the firms Privacy Program. WRB is a leader in Healthcare Contact Centers

TELERX MARKETING, DIV. OF MERCK AND CO., INC., Horsham, Pa. 2008-2016Vice President, Corporate Quality and ComplianceOversee and assure quality of products and services through directing internal audit and compliance programs for industry-leading customer care firm specializing in pharmaceutical, healthcare and consumer packaged goods verticals. Additionally managed the Customer Experience, Facilities and Security functions

Personally led firm to ISO9001:2008 certification in 16 months. Established Quality Management System; standardized document control processes with 21 CFR part 11 compliant system. Led effort to establish innovation platforms to support alternative communications channels such as social media to maintain 360 degree view of customer.

Revamped entire privacy program in 2012 to prepare for firm’s role as a business associate with HITECH amendment and aligned practices with parent firm, Merck and Co., Inc.

ICT GROUP , Newtown, PA 2007 - 2008Sr. Vice President, Pharmaceutical MarketsManage pharmaceutical and healthcare client relationships, call center operations and develop new business opportunities for the Healthcare Services Division of ICT Group, a leading supplier of outsourced customer management solutions. Oversaw indirect staff of 800.

ADVANCED CLEANROOM MICROCLEAN , Santa Ana, CA 2006 – 2007Regional DirectorMarket a full range of cleanroom services to pharmaceutical, biotech, and microelectronics customers seeking “guaranteed, effortless control” in order to improve product quality and yield.• Expanded company’s cleanroom service business to Eastern US by opening local office. Built $10MM+ pipeline in less than four

months.• Developed business plan, marketing materials, and strategy for use in local markets and future nationwide rollout. Collaborated with

vendor to upgrade web site.

MERCK AND C O., INC. , West Point, PA 1979 – 2006Senior Director, Information Services (1999 – 2006)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.

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• 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 private sector sales from telesales to web, saving >$15MM in order management costs annually. Allowed call center to focus on most valued clients.

• Improved alignment between IT projects and business goals with MVD information strategic plan in 2000. Due to success in MVD strategy work, appointed by CIO to lead successful development of GLOBAL IT strategy in 2003 whose operating model is being implemented today.

• Established dedicated Quality Assurance team to address use of common tools, reduce defect rate and improve overall quality • Led division in Information Management effort through intelligent use and deployment of Documentum®.

Senior Manager, Planning and Support, Northeast Sales Group (USHH) (1997 – 1999)Assured adequate and appropriate resources to achieve strategic growth and attainment of sales targets for Northeastern US. Provided customer service and sales analytical support to 515 Merck salespeople generating over $1B in annual sales. • Supported region’s top sales performance in nation for full product line in 1998, exceeding objective by more than $170MM or nearly

20%. Motivated sales representatives with more frequent and diversified (non-monetary) incentives.• Enabled better tactical responses to changes in customer purchasing behavior. Developed analytical tool providing timelier customer

data to over 100 sales territories through combining IMS prescriber and activity data.

Manager, Customer Satisfaction, Merck National Service Center (MNSC) (1994 – 1997)Developed and managed programs for Merck’s flagship call center measuring satisfaction of internal and external customers and willingness to re-purchase products. Improved business processes and technology in MNSC and Order Management Center to address productivity issues arising from rapid growth. • Developed internal and external customer satisfaction programs. Maintained a 90+% overall satisfaction rating with all customers after

the first year of operation. These programs were institutionalized and are still in use today.• Realized 10% reduction in average call time by implementing computer telephony integration.• Implemented network-based prompter to address large volumes of calls for Merck Patient Assistance Program. Abandonment rate

dropped from 10% to less than 2% as a result. • Directed implementation and design of call tracking software that enabled maintenance and real-time access to accurate, legally-

approved responses by keyword search.

Senior Quality Assurance Analyst (1990 – 1994)Maintained product quality and GMP compliance at over 100 Licensees and Subsidiaries in 60 countries. Conducted audits, made recommendations to senior management for improvement, issued formal reports, and conducted follow-up as appropriate. • Performed audits of more than 60 sites on six continents. Served as subject matter expert for audits at aseptic processing sites. • Severed agreement with one firm for gross defects in sterilization processes, averting product liability and potential patient injury.

Lead Vaccine Production Supervisor (1987 – 1990)Built and managed new vaccine production department with annual budget of $5MM and 35 non-exempt and 11 exempt personnel. • Oversaw technology transfer process during demonstration. Collaborated with Merck Research Labs on scale up and accompanying

documentation modifications. Received product approval (PedvaxHIB®) before deadline and under budget. • Implemented five shift production schedule to decrease annual overtime costs by $250k• Dropped product cost more than 50% in first year due to process improvements

Environmental Control Analyst/ Supervisor (1979 – 1987)Coordinated and developed testing programs for maintenance of clean rooms and clean work stations in Merck’s Production and Research Divisions. • Developed and programmed computer databases and statistical process control models at West Point and Elkton to manage 50,000+

tests performed annually. • Provided pharmaceutical industry leadership for development of multi-industry standards related to clean rooms with Institute of

Environmental Sciences. Received their James Mildon Award for work on clean room practice document development.

THOUGHT LEADERSHIP

• 15 Months to Certification: Using SharePoint as the Platform for an ISO 9001 QMS • Navigating the Maze of Social CRM in Healthcare , CRM Magazine, Spring 2011• 100 Most Social Customer Service Pros on Twitter (Huffington Post) • Empaneled Expert, Pharmaceutical Compliance Monitor

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EDUCATION

B.S., Microbiology, PENNSYLVANIA STATE UNIVERSITY, University Park, PACERTIFICATE, Wharton Management Program, UNIVERSITY OF PENNSYLVANIA, Philadelphia, PA