Customer Service Quality Assurance

N ISHITA JOSHI

**-**, ***. **, ***** Street Fresh Meadows, NY 11366, USA

408-***-**** **********@*****.***

EDUCATION

ST. JOHN’S UNIVERSITY New York, USA

Master of Science in Pharmacy Administration Graduation: May 2011

• Concentration in Marketing and Outcomes Research GPA: 3.8/4.00

THE UNIVERSITY OF MUMBAI Mumbai, India

Bachelor in Pharmaceutical Sciences May 2007

• Ranked in top 1% academically GPA: 3.8/4.0

EXPERIENCE

ST JOHN’S UNIVERSITY New York, USA

Customer Service Representative/ Event Assistant September 2010-Present

Handled a high influx of inbound calls in dynamic call center environment

Provide effective and timely resolution of a range of customer inquiries.

Strive for one-call resolution of customer issues.

Strike a positive and co-operative tone with both customers and co-workers.

Team member of event management committee and involved in planning and organizing events.

Monitor compliance with developed computer software to ensure issues are tracked and resolved in

timely fashion.

ST JOHN’S UNIVERSITY New York, USA

Teaching Assistant January 2009-Septermber 2010

Assisted Teaching fellow in dispensing laboratory and directed students in laboratory work

Responsible for grading homework and quizzes and perform product evaluations

Led the team in Pharmaceutics laboratories and maintained laboratory supplies for all compounding and

dispensing laboratories

ST JOHN’S UNIVERSITY New York, USA

Graduate Research Assistant- January 2009-Present

Research was intended to analyze outcomes after surgery in gastrointestinal stromal tumor patients.

Univariate and Multivariate analysis was conducted using SPSS with the intent to analyze prognostic

factors affecting survival after surgery in gastrointestinal stromal tumor patients

Assisted faculty members with task of writing projects and conducting research work

ST JOHN’S UNIVERSITY New York, USA

Project Assistant September 2008- Present

Assisted project lead in constructing proposal, formulating hypothesis and forming abstract

Involved in day to day administrative tasks related to project such as file management, report creation,

proof reading research

Developed and proposed new project method.

Handled other administrative tasks as assigned

SANGRAM PHARMACEUTICALS LTD Mumbai, India

Administrative Analyst May 2007-June 2008

Served as a liaison with accounting and distribution manager to co-ordinate distribution and inventory

activities

Assigned duties to staff members in product dispatch department and also performed Insurance billing

and Administrative work

Johnson & Johnson Mumbai, India

Intern April 2006-May 2006

Assisted in operations of Research and Quality control, Quality Assurance, regulatory affairs and

packaging of products

PROJECTS AND PRESENTATIONS

Marketing Research Proposal- Designed a survey and performed quantitative analysis to assess

consumer preferences and perspectives for various weight loss techniques used to manage obesity.

Research Proposal on Direct to Consumer Advertising - Defined a research problem and formulated

hypothesis to analyze the controversial impact of direct to consumer advertising for genetic testing on

consumers and health care professionals.

Conducted an extensive analysis of marketing strategies implemented by Merck for the health care

products

Designed a promotional campaign for the launch of product developed for polycystic ovary syndrome

Case Study- Studied economic, legal, cultural, political and competitive environment of pharmaceutical

industry in Switzerland

Evaluation of health policy issue- Identified and evaluated health parity and addiction equity act passed

in 2008 with respect to its background, significance, considerations regarding act and limitations

Examined the impact of health parity on consumers and health care professionals

Research Proposal- Investigated key issues affecting health care system and designed various strategies

for issues facing health care sector.

Pharmacoeconomic Evaluation-Performed a cost-effectiveness evaluation to estimate cost-effectiveness

of surgically induced weight loss comparative to conventional therapy for management of type 2 diabetes

in class 1 and 2 obese patients

RELATED COURSEWORK

Detailed proficiency in all aspects of market research techniques such as constructing questionnaires,

conducting focus groups or telephone interviews while addressing various market research needs i.e.

marketing segmentation, product usage and awareness

Basic understanding of FDA and international regulations and guidelines

Remarkable understanding of IND, NDA and ANDA

In-depth knowledge of the key features of cGMP and GLP

Designed a marketing plan by employing marketing mix strategies, tactical planning, SWOT and BCG

analysis

Designed a drug development process of treatment of cancer

Application of economic tools such as cost effective, cost utility, cost-benefit analysis in health services

research and clinical investigation

Examine the economic and humanistic outcomes in patient care and understanding the usefulness of

economic evaluation on health care decision making

SOFTWARE PROFICIENCY

Application software: Microsoft Word, Power point and excel

Statistical software: Proficient in working with large data sets, merging data files, analyzing and

interpreting study results and performing Univariate and Multivariate analysis using SPSS .

Posses’ basic skills to perform data analysis using SAS

HONORS AND MEMBERSHIPS/AFFILIATIONS

Awarded Research and Teaching Assistantship for meritorious performance in projects

Rho chi society academic honour for outstanding academic performance

Active member of International Society of Pharmacoeconomics and Outcomes research

Active member of New York care

EXTRACURRICULAR ACTIVITIES

Aerobic and Gym Instructor for 5 years in renowned fitness centre

District level player in Badminton

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