Veronica Drewry has over 25 years of experience in customer service roles within the pharmaceutical industry. She has a proven track record of managing customer relationships and processing orders accurately and efficiently. Most recently, she served as a senior customer service analyst at Bristol-Myers Squibb, where she was the key contact for all communications and order handling for Novo Nordisk. Prior to that, she held various customer service roles with increasing responsibility at other pharmaceutical companies. She has strong technical skills and experience with systems like SAP.

1. Veronica L. Drewry
15 Midway Ave
Fanwood, NJ 07023
609-533-6782
Summary
Customer focused, multifunctional, result oriented Sr. Customer Service Analyst with 25 years’
experience in the Pharmaceutical Industry, including 1.5 years’ experience in Export Customer
Service. A highly productive, dedicated and accountable individual who thrives in a fast-paced
environment. Assisted in the transition of the ConvaTec business and was constructive in the
training of their existing Customer Service team/UPS located in Newark, Delaware. Prior to
working with Novo Nordisk was a member of a 3 person Core team for the Erbitux Biologic
product line. Exhibits outstanding organizational, communication, interpersonal and technical
skills. Exemplifies a high performance level in an independent setting as well as when working
in a “High Performance” team structured environment.
WORK EXPERIENCE
BRISTOL-MYERS SQUIBB CO.
Plainsboro, NJ
Sr. Customer Service Analyst
1989-2014
 Served as the key contact for all communications and business handling/practice for the
Novo Nordisk business line. Functions performed for Novo Nordisk included
Sample/POA requests, manual/adhoc orders, Product Rep launches via SAP, and any
inquiries/discrepancies that may be received for Novo Nordisk. Prior to working with
Novo Nordisk was a member of a 3 person Core team for the Erbitux Biologic product
line and would later be a part of the Orencia launch. Ensures accuracy and timely
delivery of product to external customers and maintains consistent high performance
within the team. Researches claims/deductions and requests proof of deliveries (POD)
when required. Secures the necessary documentation to assist the Research and
Resolution team in their handling of adjustments and/or claims. Processes
Pharmaceutical/Erbitux orders and alerts the appropriate areas to stop/change or omit
order(s) before shipping occurs if required.
 A member of the telecommuter team in Customer Service permits work during inclement
weather, state emergencies and/or Company shut downs. Has direct access to the
company phone system and computer system off site to permit the seamless handling of
business needs during company shut downs.

2. BRISTOL-MYERS SQUIBB CO.
Export Coordinator –International
1997-1999
 Managed and processed Pharmaceutical, Westwood and Controlled Substance drug
orders for the company’s International Markets.
 Interacted with Global Materials Management, Global Logistics, Global Shared Services,
Global Database, Pricing and Sourcing, Quality Control, Inventory Control, Freight
Forwarders and Warehousing to ensure all aspects of market requirements were met.
 Maintained product and customer information in AS400 database.
Sr. Customer Service Coordinator –
Calgon Vestal Products
1995-1997
 Was chosen by management to be on a team of 4 to process and handle orders for a new
line of business that would require special handling of instrument cleaners and infection
control products.
 Frequent communication with company Representatives, hospitals, operating rooms,
nursing facilities, chemical plants, fire/safety companies and airlines was required. This
 Required communication with special carriers that would be requested to accommodate
the company with special storage containers for the shipping of hazardous, freezable and
extremely heavy materials.
 Customer information, orders and product information would be accessed by and housed
in the AS400 database.
Customer Service Representative
World Wide Medicines/ConvaTec
1989-1995
 Responsibilities would include daily communications with external and internal
customers.
 Processing orders and shipping discrepancies received via phone, mail, fax, or
voicemail.
 Assist other departments in the handling of TP (TOP PRIORITY) pieces generated by
discrepancies from Financial Customer Service.
 Pricing Department, which may require extensive research on CD Rom. Writing up
SAR’s (Service Action Requests) for Bill Not Ships, Ship Not Bills, Pick-Ups, contested
shipments,
 Switched Labels on damages etc. that may generate a credit/debit.
 Daily contact with our distributing warehouse(s) contacts (LOMS) Logistics Order
Monitor Services to Rush/prioritize or cancel orders.
 Exclusively handled a major business account: Monarch Crown – Government shipments
which required special handling and daily communications with their representatives to
ensure accurate ordering and to expedite shipments.

3. Technical Experience/ Qualifications
 SAP
 MS Word
 Excel
 Netscsape Calendar/Messenger
 Explorer Wall Board
 T&E
 Citrix
 Mozilla Thunderbird – E-mail
 PowerPoint
 AVAYA
Professional Achievements
Business Across Borders President’s Award Recipient
Conflict Management Perfect Attendance Award
Export Operations
Dangerous Goods Training
Eagles: Soaring to New Heights of Personal Achievement
Enhancing Professional Image
Mentally Tough
Franklin Planner/Time Management
Time Robbers
The Leader in You
Toastmasters
EDUCATION
Certificate of completion, The Cittone Institute, Edison, NJ
Attended: Middlesex County College, Edison, NJ / Strayer University (on line)
Diploma, Franklin High School, Somerset, NJ
Certificate of completion, Somerset County Vocational and Technical School, Somerville, NJ
References Available Upon Request