Customer Service Client Coordinator
Resume:
Done Carolyn Keith-Dec ***...
Support Supervisor in managing the operations of the SMART Database globally
Responsible for delivering quality technical services related to assigned client
Reviewed clinical protocol and make appropriate recommendations
Translated all documented customer expectations in Covance database in order to
provide seamless services
C. Keith Page 2
January 2015 ~ August 2018
Global Client Coordinator Specialist /Administrative Support
Sample Disposal Forms; ordering medical testing kits, generate database reports through
compliance with the CLS Global Project Management team
Proven experience and ability to liaise with internal and external departments when the CDC
team and Kit Production to minimize workloads
Attend required training to maintain Client Coordinator capabilities and for continuous
development
Coach/Mentor to four onboarding colleagues
Subject Matter Expert for Site Initiation when processing request and detail oriented
Participate in process improvement of the Workload Management Initiative Study
Maintenance for Turnaround Time
Deliver outstanding client satisfaction by going above and beyond by assisting with questions
and workload from colleagues
Collaborated on the SI/CC Integration committee for crossing training processes
Responsible for managing and completing Project Management requests: Site loads/
modifications
September 2008 — December 2014
Kit Inventory Management
Demonstrated the ability to plan and prioritize site investigator list timeframes
Reviewed Statement of Work (SOW) to determine the needs of the investigator database
Initiated new investigator sites
Loaded the database with the method of report delivery and enabled alert faxing as defined
in the SOW
Assisted and supported Management in the implementation of global process and
procedures
Documented all service failures, resolved, and escalated to Management when appropriate
resolution was incomplete
Adjusted or customized Kit Material to meet project needs
Resolved service failures and escalated to upper Management
November 2006 - September 2008
Specimen Management/Lab Assistant
Skills
Performed internal and external customer service by assisting in special projects for clients
Accountable for handling/storing and processing of irreplaceable clinical trial specimens
Acted as mentor to Assistant I answering questions and provided on-the-job training
Performed daily maintenance according to Daily Check List
Cross-trained in Registration and Rescan
Supported the Resolution Team finding discrepancies to resolve problem samples
Knowledge of Zavacor & SMART Database
Adhered to SOPs and documentation processes
Analytical; Customer Service; Interpersonal skills; Oral/Written Communication; Organization;
Problem-solving skills; Computer skills - Microsoft Office Outlook, KEA Zavacor, SMART
Database, and CIMS
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