Janet Calarion Customer Service Manager

CoachingcommunicationLeadershipmanagementSuccessful Profiles Analyst


Summary of Qualifications:


ð  Almost two (2) years experience as Customer Service Manager in a top pharmaceutical distributor company


-Created SOPs and policies to enhance day to day operations of the



-Conducts basic Customer Service training program to enhance the

skills of CSRs in handling customer concerns


-Conducts Teambuilding pocket activities to enhance camaraderie &

teamwork amongst the organization’s work force


-Facilitated the crafting of Mission & Vision and Core Values with the

Management Team


-Initiated the Strategic Planning Meeting and Monthly Management

Team Meeting






ð  More than five (5) years of experience as Training & Development Manager and was tasked to set up the Training Department of the entire work force of a Japanese pharmaceutical company, likewise headed this Team (Training & Development)


-Conceptualized the Training Structure for the entire organization and

created short term and long term road maps to meet organizational goals


-Implemented the training activities and monitored skills improvement for

every training intervention implemented.


-In charge of alignment of Training activities to Global thrust


-In charge of Succession planning initiatives and Career Pathing for the

entire workforce


-Conducted several Team Building activities as necessary, following the

objectives and deliverables for each activity














-Certified Coach (International Coach Federation – Philippines Chapter)


-Certified Success Profiling Analyst from DDI (Development Dimensions



-Tasked as the official Communications Manager and represents the

company both in global  and local or organization-wide activities or initiatives



ð  Twenty (20) years total Product Management skills gained from both multinational and local pharmaceutical companies.


o   Extensive experience in various strategic planning for new and mature products, new business development, market research and training.

o   Proven ability to develop, plan, organize, coordinate, implement and monitor company and industry wide activities to meet organizational goals.

o   Handled the responsibility of regularly coordinating with foreign principals for assigned products to ensure proper marketing support is obtained from principals, so that annual targets are accordingly achieved.

o   Handled major new products, major push products and minor products all at the same time

Details of Work Credentials


NAME & ADDRESS              POSITION HELD                   INCLUSIVE DATES



GLOBO ASIATICO               Customer Service                 October 2014 up to present




ð  In charge of ensuring that the goal of customer satisfaction is achieved on a day to day basis


ð  In charge of enhancing the skills sets required for Customer Service Representatives such as communication skills, negotiation skills, critical thinking skills, etc.


ð  In charge of reviewing SOPs and process flows that is implemented across all departments to ensure Globo’s seamless customer service implementation on a day to day basis, and implements necessary changes to improve the outcome


ð  Collaborates with Logistics & Operations Team to ensure the seamless flow of process flows and SOPs


ð  In charge of interfacing with principals and VIP customers from time to time or whenever required




Astellas Pharma Phils., Inc.             Training & Dev’t Manager          April 2009 –April 2014

Makati, Metro Manila



ð  Successfully organized and set-up the Training Department of the entire company by creating a basic Training plan during the initial year of the department’s existence.


ð  Initiated & implemented skills enhancement of key managers by facilitating training workshops related to their job requirements and performance objectives.


ð  Conceptualized new training concepts as well as improved the current training modules and methodology for new hires especially for the Medical Representative post.


ð  Handles the APH organization’s Department Team building activities which aims to move each department to “essence-based” relationship and elevate the team stage to “synergy” or “synchronized energy”.


ð  Conceptualized in-house training programs currently being facilitated by the Training Department for our “monthly Learning Bites” which aims to improve the basic skills, especially the soft skills, of our office based employees.


ð  Conducted the Individual TNA (Training Needs Analysis) of all employees as basis for conceptualizing the Individual Development Plan especially of “high potential people” in line with the organization’s Succession Plan and Talent Management Plan.


ð  Works in coordination with the Marketing & Sales Department to ensure proper implementation of promotional programs of the Product Managers for their respective products


ð  Performs Employee Performance Coaching& Teambuilding activities whenever necessary.


ð  Handles and organizes major company activities from time to time as well as assists “product-related” major activities as part of “teamwork” virtue which is a standard exercise in the APH organization.





Astellas Pharma Phils., Inc.     Product Manager              April 1998–March 2009


ð  Successfully launched Yamanouchi’s breakthrough anti platelet, Dorner (beraprost sodium) which is the World’s First Oral Prostaglandin (PGI2) Derivative, indicated for chronic arterial occlusion. (Still handling this product at present)


ð  Successfully launched Yamanouchi’s second product, Hypoca – a calcium antagonist indicated for essential hypertension and renovascular hypertension. (Still handling this product at present)


ð  Develops and designs specific strategies and promotional detail aids for assigned products to improve market penetration, product growth, and profitability.


ð  Handles and conducts regular training for new Medical Representatives and existing field force.


ð  In charge of controlling and monitoring marketing budget and P&L for products being handled.


ð  Ensures that A&P expense versus sales ratio is within the approved guidelines of the division.


ð  Prepares and updates Marketing Plan from pre launch, launch and post launch activities.


ð  Monitors monthly product sales and market penetration and ensures availability of commercial stocks at all times.


ð  Prepares promotional materials and promotional programs in accordance with the approved marketing plan for assigned products.




Cuvest Pharmaceuticals                  Product Manager              Sept 1993 – 1997

Makati, Metro Manila



ð  Engineered the entire marketing set up of the company being the first Product Manager hired by the company on its more than fifteen years of operation as a pharmaceutical company.


ð  Actively handled the following:  4 major push products, for Obstetrical & Gynecological use and 4 major push products for Internal Medicine and GPs use.



ð  Developed and designed specific strategies and promotional/detail aids for assigned products to improve market penetration, product growth and profitability.


ð  Redirected strategies and tactics for existing products, which resulted to 60% growth sales from 1994 to 1996.


ð  Professionalized company’s operation by conceptualizing systems, e.g. improving field force reporting system, territorial analysis, doctor’s call guide and introduced forms for better and efficient coordination among different departments.


ð  Designed and conducted product knowledge training programs, selling skills, territory management, customer relations programs, as a means to upgrade the Medical Representatives’ understanding of and competence in marketing the company’s total product lines.


ð  Handled a newly launched fertility pill, which has become the company’s most important product among its Ob-Gyne lines and is presently the company’s highest earning product.


ð  Launched a generic “me too” labor inducer which became the company’s third top seller among its 18 products within one year from its launch, and which became the most widely accepted labor inducer among all private and government hospitals.


ð  Formulated marketing plans and strategies that enabled Docard (Dopamine HCl), a very mature product, to regain market leadership in the dopamine-ampoule market.


ð  Formulated and designed semi OTC strategies for a wound healing topical agent, Solcoseryl, which is available in 4 product forms – jelly, ointment, eye gel and dental paste.






II.  E  D  U  C  A  T  I  O  N  A  L      B  A  C  K  G  R  O  U  N  D




Success Profile Analyst Workshop (accreditation workshop)

DDI (Development Dimensions International, Inc.)

PSE Tower, Ortigas

January 2014


Training 102 – Strategic Training and Development

Philippine Society for Training &Developlment

AIM Center, Makati

August 2013


KT (KepnerTregoe) Problem Solving & Decision Making

Manila Execon

Discovery Suites, Pasig

March 2013


Basic Leadership Program Workshop

Benchmark Consulting

Salcedo Towers, Makati City



Asia Pacific Coaching Conference

September 2012, Singapore


Accelerated Coach Training Program (ACTP)

Benchmark International


August 2010



American Society of Training & Development

Annual Meeting

Florida, USA

May 2010



Human Evocative Approach to Training

(A Train the Trainer Program)

Benchmark Consulting

Manila Diamond Hotel

March 2010



Developing Marketing Communications Program

IMS Philippines

October 2009


Area Planning & Development

IMS Philippines

October 2009


Training Design & Learning Techniques

Ateneo Center for Continuing Education

April 2009


American Society of Clinical Oncology

2007 & 2008



American Diabetes Association

2005 & 2006




American Society for Vascular Medicine