Veda L. Hall

Rahway, New Jersey ***** 973-***-**** adxteb@r.postjobfree.com

Skills

Microsoft Word, PowerPoint, Access, Excel, Databases Management, Marketing strategies, VLOOKUP, Talent-Management, Relational database, Structured Query Language, ServiceNow, Oracle, SAP, Coupa, Salesforce, Outlook 365 (CISCO, Equinox Solutions, WebEx, Excel), Salesforce Lightening, Team time management CMS, Information & Records Management, MS Team, OneNote, MAP (Managed Application Process) Password resets – Trouble shooting, Payroll Management, Database Administration

Work History

Broker Services Representative - AIG, Berkeley Heights, NJ January 2022 – Present

Provided Tier 1 IT support to non-technical internal users through desk side support services.

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

Used ticketing systems to manage and process support actions and requests.

Monitored systems in operation and quickly troubleshot errors and password resets.

Operations Team Lead - AIG, Berkeley Heights, NJ December 2019 – January 2022

Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety, and compliance.

Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.

Directed initiatives to improve work environment, company culture or overall business strategy.

Introduced new methods, practices, and systems to reduce turnaround time.

Customer Service Team Lead - Novartis Pharmaceuticals February 2018 – November 2019

Assisted Health Care Providers by drawing on a solid base of accurate product and organizational information

Stepped up to assist customer service manager with complaints and issues during times of department short staffing.

Coached new team members on service techniques and provided scoring through quality assurance program.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Provided primary customer support to internal and external customers.

Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Effectively use all available resources to research and respond to Health Care Providers requests and inquiries

Strictly adhere to all Privacy/Security procedures, as outlined in applicable CIC WPDs

Novartis Pharmaceuticals Customer Care Specialist September 2016 – December 2017

Provided responses from MAP approved frequently asked questions (FAQs) to questions received from healthcare professionals and consumers using excellent verbal and written communication skills

Provided on-label product information and technical product application support to customers

Worked closely with Quality and Safety to report Adverse Events as well as reporting Technical Complaints

Maintained professional documentation between Quality and Safety.

Robert Wood Johnson University Hospital - Pediatric Emergency Coordinator March 2015 – October 2017

Implemented successful healthcare program through professionalism, quality of care, medical teaching, and patient satisfaction.

Defined testing protocols, quality assurance initiatives and clinic policies and procedures.

Communicated with patients, ensuring that medical information was kept private.

Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.

Created customized care plans, working with hospital staff and families to assess and meet individual needs.

Bracco Diagnostic - Professional Service Representative & Office Automation February 2016 - May 2016

Provided medical information to all Health Care Professionals (Doctors, Nurses, Technicians, Pharmacist and Patient

Corresponded to Health Care Professionals via phone and email per the medical information requested

Handled administration of ongoing administrative projects, including correspondence tracking and management system

Used multiple office automation software to create and print a variety of letters, reports, and other textual documents.

Sanofi Pharmaceuticals - Customer Service Representative January 2014 – July 2014

Demonstrated total attention-to-detail in handling billing and accounting troubleshooting and inquiries

Investigated and resolved more complex and sensitive billing, payment, or accounting problems, and initiated corrective actions to ensure maximum reimbursement and prompt payment for client services

Facilitated the development of area policies and procedures

Provided accurate information concerning Medical Information, Drug Safety, and Quality Assurance

Processed or compiled financial data or records according to standard procedures and methods; checked completeness and mathematical accuracy of routine accounting documents

Professionally trained in all payroll management platforms; advisor/coordinator between client services and payroll

Automatic Data Processing (ADP) - Supervisor/Team Leader & Trainer 1989 – 2013 1989 to 1999

Observed production control points and equipment and monitored personnel allocation and resources to meet quality standards.

Developed internal requirements and standards to minimize regulatory risks and liability across programs.

Collaborated with multi-functional roles to communicate and align development efforts.

Tested software applications and systems to identify enhancement opportunities.

Education

Candidate for Associate of Science, Nursing, Essex County College, Caldwell, NY • 32-semester hours

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