Experience

ProPharma

• United States
• Business Consulting and Services
• 700 & Above Employee

• Medical Information Team Leader

  • May 2022 - Present

• Principal Multilingual Medical Information Specialist

  • Apr 2019 - Apr 2022

  - Follow all corresponding regulations, industry standards, and client/internal policies regarding medical information and the collection and documentation of adverse events and product complaints- Respond to unsolicited consumer, health care professional, and other external customer requests for medical and safety information- Understand multilingual inquiries, properly translate and write in both English and native (primary) language- Accurately identify, document, and report adverse events, pregnancy reports, special situation events, and product complaints in a clear and concise manner within required timeframes- Formulate and provide accurate responses utilizing approved labelling and company standard responses, published literature, and other data (e.g. internal clinical data, post-marketing surveillance data)- Perform follow-up with enquirers at request of client- Provide training support as mentor and trainer for new hires- Assist in supporting the Quality Assurance function within the department Show less



Clarivate

• United Kingdom
• Information Services
• 700 & Above Employee

• Customer Technical Support Executive

  • Oct 2016 - Dec 2018

  - Leverage expertise to prioritise, resolve and respond to complex customer enquiries in a timely and professional manner using phone, email, chat and other online tools - Act as a customer advocate to drive issue resolution and contribute to product enhancements and development - Test systems, report any issues, follow-up, verify solutions and report back through various channels to the relevant stakeholders - Review solutions being handled by other support teams and provide feedback - Train, supervise and quality assess casework for peers and new members of the team - Contribute to and act as the editor/publisher for the internal and external knowledge base - Manage practices, processes and workflows to effectively deliver on service commitments Show less



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Customer Technical Support Executive

  • Apr 2006 - Sep 2016

  As above, prior to divestment of the 'IP & Science business' (now Clarivate Analytics) from Thomson Reuters. As above, prior to divestment of the 'IP & Science business' (now Clarivate Analytics) from Thomson Reuters.



Electronic Data Systems

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Care Representative

  • Aug 2005 - Mar 2006

  - Owning cases, resolving customer enquiries and responding to customers in a professional, polite and clear manner - Providing customers with an excellent level of support and recording details of inquiries, complaints, and comments, as well as actions taken using a dedicated case management system - Liaising with other departments to help resolve issues raised by customers - Owning cases, resolving customer enquiries and responding to customers in a professional, polite and clear manner - Providing customers with an excellent level of support and recording details of inquiries, complaints, and comments, as well as actions taken using a dedicated case management system - Liaising with other departments to help resolve issues raised by customers



Toys R Us

• United States
• Retail
• 700 & Above Employee

• Shop Assistant

  • Sep 1998 - Oct 1998

  - Serving customers, dealing with enquiries and complaints - Serving customers, dealing with enquiries and complaints