Roberta Aguirre

Customer Experience Specialist @Novartis

Montreal, QC, CA

As an accomplished order management professional, I managed and coordinated commercial, Patient Support Program, and clinical orders through CRM systems (ROME, SAP) for a full order to cash cycle. This role involved extensive customer onboarding and support, including the setup of new customers and products. I implemented Master Data Management (MDM) strategies in alignment with global teams, focusing on efficient use of MDM tools. I spearheaded process optimization projects, performed comprehensive data analysis, and managed ad-hoc projects centered on customer relationship management and order performance. I routinely tracked and rescheduled orders due to various business reasons. As the primary contact for both internal and external customers, I ensured timely and safe deliveries of medications. Additionally, I effectively resolved distribution issues and responded to customer inquiries, including product-specific and non-medical information requests. Alongside these duties, I monitored and updated inventory doses at the plant to ensure adequate scheduling of orders, effectively collaborated with cross-functional teams, and oversaw month-end distribution activities, calculating the impact of revenue recognition at month-end and ensuring adherence to global controls.

Tecnológico de Monterrey

BA

Ecole supérieure de Commerce de Grenoble

Bachelor of Arts (B.A.)

EGADE Business School del Tecnológico de Monterrey

MBA

Alliance Française de Monterrey

DALF