Joe Ilaog

Led end-to-end customer service and content operations across four European marketplaces, managing a team of 20 associates and maintaining 99% SLA compliance. Drove process improvement and automation initiatives, including a Python-based tool that reduced processing time from 3 hours to 5 minutes.

Built a 24/7 global Clinical Trial Support operation from zero for a major biotechnology company, growing from 10 to 80 associates. Achieved zero GDPR breaches and 100% of cases touched within 24 hours, and designed a comprehensive QMS from scratch.

Restructured a 60-member Clinical Documentation Operations team for 3M Health Care, increasing attendance rate from 69% to 92% within two months and clearing a one-month production backlog. Built real-time performance dashboards in Tableau and Excel.

Managed approximately 200 associates across three workstreams processing prior authorization requests under HIPAA and ISO standards. Introduced NPS across the operation, achieving the NPS target of 40 within 5 months and increasing employee engagement scores from 82% to 91%.

Established and expanded a pharmacy FWA audit team from 10 to 60 associates, each driving approximately 200,000 dollars in monthly recoupments. Owned FTE billing across a two-year tenure, achieving zero billing errors and identifying efficiencies that produced 3 FTE capacity savings.

Bachelor of Science in Pharmacy with a major in Clinical Pharmacy. Licensed Pharmacist with registration number 00555583.