Joseph K.

Dukes
1 Clearview Terrace
West Orange, New Jersey 07052
Jkdukes414@yahoo.com
(973) 325-2944
PROFILE
 Strong leadership skills exhibited on project execution and on driving of meeting agendas
 Excellent relationship management and building skills shown consistently in cross-divisional interactions
 Adeptness in project management skills showing keen attention to detail
 Recipient of the 2006 Business Excellence Award
 Proficient with MS Word, MS Excel, AS 400, lotus Notes and Outlooks

EXPERIENCE
May 2008 – March 2009 KELLY SERVICES

Collections Specialist - Ricoh

 Contact a minimum of 80 clients per day
 Process payments
 Served as a team member for projects and programs within a defined area of responsibility

Call Center/Fulfillment/Kiosk Manager - Amber Alert

 Managed a 10 plus seat inbound call center
 Ensured proper recruitment, training and staffing
 Monitored employee performance standards
 Reviewed daily activities of Kiosk centers at 3 locations

September 2006 – January 2008 VETERINARY LEARNING SYSTEMS

Project Manager
 Ensured the on time and on budget deliverables of products and services to various vendors
 Supervised multiple small and large frame projects while verifying client expectations
 Maintained and built relationships with internal and external client and vendors
 Provided weekly and monthly billing to the accounts payable department for products delivered to clients
 Submitted payroll hours incurred by the temps in the fulfillment center on those deliverables
 Provided bi weekly to monthly report on the status of the programs being supervised
 Served as a key contact for clients and for all projects for veterinary products
 Coordinated the scheduling of all inbound/outbound components and finished goods
 Managed new projects, submission of change requests and work in conjunction with IT on all data cleansing and file merging pertaining to a program

January 2001 – August 2006 NOVARTIS

Clozaril National Registry Specialists – (April 2002 to September 2006)
 Supported of Clozaril and other various Pharmacy products.
 Provided system support of the internet application for internal and external customers.
 Coordinated with Doctors and other healthcare professionals to provide them with material safety data sheets; as well as, educated them on FDA regulations
as it pertains to Clozaril
 Implemented SOP'S with an outside agency to maximize work flow within the Clozaril department
 Proficient use of PDR dictionary maintenance.
 Provided ongoing training to the entire Clozaril team and all new hires
 Trend analysis for monthly status reports on Clozaril sales
 Provided compassionate communication to consumers by utilizing Radclyffe training
 Responded to customer and field force inquires by communicating prompt and effective information in a timely manner, Provided on-call coverage and
tracked patients history

Customer Affairs Representative - (January 2001 to March 2002)

 Received inbound contacts for a variety of channels
 Provided on label product information as well as product support to internal and external customers
 Researched, handled, and responded to customer concerns regarding Novartis products and services
 Assisted customers by utilizing accurate product and organizational resources documented customer contacts utilizing the Eloyalty cockpit system and
updated the database as needed
 Reported adverse events by consumers and patients and forwarded this information directly to CS&E
 Responded to questions regarding pre-launch and post launch Novartis products
 Fulfilled requests for package inserts, assisted field reps with sample requests, and product information

EDUCATION
Essex County College Liberal Arts (1987- 1989) Newark, New Jersey
Bloomfield College Cisco Systems CCNA (2000-2001) Bloomfield, New
Jersey