Experience

Firecrest - ICON's Innovative Site & Patient Platform

• Ireland
• Pharmaceutical Manufacturing
• 1 - 100 Employee

• Portal Administrator

  • Nov 2013 - Present

  Responsible for Portal Creation and new Customer Portal Creation.Administration of Portal Edits/Updates.Management of Portal Go Live – Preparing modules for go live and releasing Portal.Manage Portal ArchivingResponsible for Pfizer Specific Portal Admin Tasks.Liaise with Software Department concerning Pre/Post Deployment Software checklist.Study Closeout:Manage all Study Close Outs.Create Offline Portal creation and management.

• Customer Service Rep

  • Nov 2010 - Present

  Responsibilities/Duties: • Provide first-line technical support to clients answering support queries by e-mail and telephone• Provide first-line IT technical support to Firecrest employees, responding to JIRA work tickets• Maintain first class customer service for all support queries and adhere to all service management principles• Respond to enquiries from clients in a timely and proactive manner to resolve technical and usability issues • Support users with functionality queries by providing user-friendly solutions to common issues• Contribute to product enhancements and new product development by identifying improvements based on customer experience• Customer Complaints and Feedback Metrics• Provide a regular report to Head of Customer RelationsPfizer Core Team Role:• Liaise with the helpdesk team dedicated for Pfizer studies• Deliver the Pfizer helpdesk metrics reports to the Pfizer Global Team• Manage the process for manual account creation• Monitor and oversee Pfizer studies and projects.• Account reconciliation and portal maintenance. Show less



Agilisys

• Shannon

• DIaller Manager And Customer Support Team Lead

  • Nov 2005 - Dec 2008

  Dialler Manager: • Trained all supervisors and agents. Helped to integrate new Avaya dialling system into the business • Administering work list strategies and making changes where necessary throughout the day • Reporting: Intraday reports, job analysis and end of day (EOD) reports • Maintain a flexible working schedule of all administrators to ensure full and complete dialler coverage • Achieve hourly, daily targets on a wide number of varying campaigns • Trouble-shoot and resolve minor system issues. Communicate any issues that could impact productivity to the business. Appropriately escalate system and workflow issues. • Produce and publish weekly individual collector stats to be used in determining monthly agent bonuses • Ensure that dialler productivity reporting is accurate and delivered in a timely fashion • Provide training, support and assistance to various campaigns across the business • To develop and manage the dialling team to ensure that a very high level of quality and accuracy was maintained at all times Team Coach Duties: • Leading, motivating and developing the team to provide an effective, focused and professional team who are enthused about what they do • Analysing and assessing development needs, providing the most appropriate support, coaching and feedback by making sure any training needs for staff were met • Maintaining the performance management culture by goal setting and monitoring actual performance against set objectives. Acknowledge those people who do well and support those staff on a daily basis who need assistance to achieve targets • Act as a referral for any queries operators are unable to resolve escalating and any underlying issues by proposing solutions to stop reoccurring complaints • Establish and maintain effective working relationships with internal departments and external companies • Achieve and exceed weekly and monthly KPI’s working and developing agents through 9 box matrices Show less