Customer Advocate Returns and Complaint

Regulatory Compliance ~ Organizational Leadership ~ Continuous Process Improvement

Complaint Resolution ~ Project Administration ~ Account Management

QUALIFICATIONS PROFILE

Accomplished, client-focused, and goal-driven professional, with extensive experience in customer relationship management within pharmaceutical sales and manufacturing industry. Expert at interacting with diverse internal and external customers in solving complex problems, increasing efficiency, and reducing operating costs. Armed with strong work ethic and capability to handle multiple priorities within fast-paced and demanding working environments. Equipped with exceptional communication and interpersonal skills in establishing long-term relationships with professionals at all levels.

PROFESSIONAL EXPERIENCE

Valeant Pharmaceuticals, Inc. (Now Bausch) § Irvine CA

Customer Care Expert 2018–2019

Customer Support Inclusive Years

úDrove efforts in acquiring new customers in adherence to all appropriate surgical guidelines

úEvaluated available business solutions with all surgical customers

úCompiled and assessed related billing and shipping data to determine and enhance business initiative, such as web ordering, implant card initiative, and electronic data interchange (EDI)

úWorked closely with external and internal customer in analyzing and resolving complex issues

úAddressed customer issues and guaranteed resolution of root causes by suggesting corrective measures such as policy change

úConducted troubleshooting initiatives to distinguish continuous improvement and process change

úFunctioned as back up to returns and complaints, while aiding Food and Drug Administration recalls

úEngaged in several company committees including product complaints, intakes processes, backorders process, returns trainings, and training documents for new Hires

úProvided assistance in integrating new computer system with Bausch & Lomb PeopleSoft as well as drafted test scripts and facilitated training for all surgical employees

úEarned distinction as Employee of the Year, along with various annual bonuses by performing outstanding work performance

Valeant/Bausch + Lomb § Irvine CA

Senior Customer Associate 2017–2018

Customer Advocate Returns and Complaints 2004–2014

úPresided over the training of new hires and assisted manager during absence or leave

úRendered support to other advocates regarding issues on customers or sales representatives

úDelivered exceptional customer service and customer relations in communicating with clients, B&L regional and field sales force, and consumers

úDealt with company returns and complaints, and handled product surveillance and FDA audits

úPartnered with Regulatory Department during FDA recalls

úKept information updated regarding product availability, substitutes, prices, lead-time marketing programs, sales policies, and promotions

úAdministered major distributor of surgical products and FDA recalls of products without interruption to departments and customers

úManaged creation and monitoring of special contracts, programs, and consignment, while performing consignment administration

úOrganized internal and external communications with customers, sales personnel, and other departments; and offered assistance in creating statistical reports

EARLIER CAREER

Kenpak/Pechiney Plastics § Commerce CA

Regional Customer Service Representative

Ellay/Solvay Draka Inc. § Commerce CA

Lead Customer Service Representative

Pharmacia, Inc. § Monrovia CA

Regional Customer Service Representative

EDUCATION

Coursework in Accounting < Valley College Burbank, CA

TRAINING

Total Quality Management (TQM) Business Writing Exceptional Customer Service

TECHNICAL ACUMEN

Operating System:

Windows (2000 and XP)

Microsoft Applications:

Word, Excel, Outlook, Access, and SharePoint

Adobe Application:

Adobe Acrobat

Bausch & Lomb Surgical Proprietary Software:

PeopleSoft, EPM, Salesforce, On Demand, and CATSWeb

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