Barry Peters is a senior executive with over 40 years of experience in the pharmaceutical and healthcare industries. He has held leadership roles in quality management, regulatory compliance, information technology, and customer service. Peters has an educational background that includes a BS in Microbiology from Penn State University and a Wharton Management Certificate from the University of Pennsylvania. He is a Certified Information Privacy Manager.

1. BARRY PETERS, CIPM
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, quality and 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  American Society for Quality  American Mensa
PROFESSIONAL EXPERIENCE
ENVOYHEALTH, Chantilly, VA 2016-2018
Vice President, Compliance and Regulatory
Responsible for all facets of regulatory Compliance at WRB Communications. Able to introduce major process improvements with a
reimbursement client to improve throughput and save costs. WRB was subsequently acquired in 2017 by EnvoyHealth (a unit of Diplomat
Pharmacy, LLC). Position eliminated during integration of WRB.
TELERX MARKETING, DIV. OF MERCK AND CO., INC., Horsham, PA 2008-2016
Vice President, Corporate Quality and Compliance
Oversee 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 manage 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 - 2008
Sr. Vice President, Pharmaceutical Markets
Manage 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 – 2007
Regional Director
Market 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 CO., INC., West Point, PA 1979 – 2006
Senior 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.

2. PAGE 2 BARRY PETERS
(267)261-7206
 Hand-picked to run global Information Strategy project in 2004 with the Concours Group. This project led to major system
simplification and global SAP project.
 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.
 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
Various (1979 – 1987)
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
EDUCATION
B.S., Microbiology, PENNSYLVANIA STATE UNIVERSITY, University Park, PA
CERTIFICATE, Wharton Management Program, UNIVERSITY OF PENNSYLVANIA, Philadelphia, PA
Certified Information Privacy Manager (CIPM), IAPP, Portsmouth, NH