Clinical Research Customer Service

Sylvia Galloway

Cell Phone: 832-***-****/

E-mail: ***************@*****.***

Citizenship: United States

*Special Employment Consideration: Spouse of service member with 100% Service-Connected Disability

Objective: Accomplished and professional Administrative/Research Clerk and Customer Service Rep seeking to leverage extensive knowledge of clerical, customer service, business and positive communication in a customer-focused position that works directly with peers and clients that ensures a positive experience and win-win outcome.

Education/Training/Certifications:

High school Diploma, South Mountain High School, Phoenix, AZ

Mesa Community College Mesa, Arizona Major: Communications (8 cr. hrs.)

Arizona State University, Tempe, Arizona Major: Communications (12 cr. hrs.)

Ability to type 40+ words per minute

Employment Experience:

Organization: DM Clinical Research

Position: Admin/Research Assistant/Medical Records Clerk

Employed: January 2022 – Current, 40 Hours per week, (Full Time)

The Admin/Research Assistant/Medical Records Clerk was responsible for checking in patients, assisting the clinical research staff in conducting clinical research trials, requesting, receiving and uploading medical records.

Answered phones, resolved concerns, took messages from patients and the public in an efficient manner.

Handled multiple tasks at a time with attention to detail in stressful situations.

Checked in patients which included handling private and sensitive information while ensuring confidentiality.

Maintained working knowledge of current FDA regulations, GCP/ICH guidelines, organizational SOPs,

guidance documents, and study protocols.

Scheduled and rescheduled patient appointments conducive to appointment availability.

Processed, submitted and approved patient's payments within procedural guidelines.

Documentation of patient information.

Database management updates/quality control. Collected and recorded patient data per sponsor requirements via the respective EDC system.

Supported clinical staff to ensure a smooth and positive patient experience.

Took vitals, recorded them and then roomed the patients.

Completed Sponsor-required training prior to study-start, including: sponsor-provided and IRB-approved protocol, all amendments, investigator brochure and sponsor-specified EDC and/or IVRS.

Ordered office and pantry supplies bi-weekly for over 60+ employees and 200+ patients..

Compiled and organize all regulatory and administrative binders for their assigned

protocols at their respective site(s) upon initial receipt of and wherever applicable.

Maintained clear, concise, accurate, and legible records.

Requested medical records.

Tracked, managed, maintained and uploaded requested medical records into patient’s files.

Ordered lunch for staff and patients as necessary.

Stocked pantry and shelves with refreshments, snacks, office and medical supplies.

Provided refreshments to patients.

Cleaned exam rooms.

Createded source documents for their assigned protocols at their respective site(s).

Processed, mailed out and tracked certified letters.

Addressed and resolved issues from internal/external audits and monitoring letters for all

assigned protocols at their respective site(s) in a timely manner.

Conducted patient visits.

Organization: US Census Bureau, Department of Commerce

Position: Administrative Clerk GS-0303-05

Employed: May 2019 – November 2020, 40 hours (Full Time)

The Administrative clerk possess a typing proficiency of at least 40 words per minute with 3 or fewer errors and provides various technical and administrative support services including computing, auditing, and certifying employee payroll data.

Multi-tasked while performing administrative activities such as following up on requests for information, ensuring the correct materials were provided, and distribution of office materials and incoming mail.

Maintained correspondence files.

Conducted interviews with candidates to ensure qualifications for employment.

Monitored personnel/payroll processing activities, resolved, and recommended corrective actions using an automated system.

Communicated with internal and external customers, answering inquiries regarding office procedures, responded to multiple customer demands.

Created memoranda and correspondences, reviewed for accuracy and procedural compliance on personnel and payroll documentation based on rough drafts or verbal instructions.

Oversaw and managed the ordering, stocking and inventory of supplies for over 300+ employees.

Used office automation software such as database or spreadsheet to enter, revise, sort or calculate, and retrieve data.

Used graphics software to provide graphic symbols, charts, and graphs.

Proactively managed the day-to-day activities that were required to expedite issuance.

Verified and ensured all required documents are obtained, completed correctly, and conducts inquiries to obtain any missing information.-Entered required PIV card data from the VA Form 0711 into the card issuance database and sent original documents to the PIV Card Issuer.

The ability to assist employees, contractors, affiliates, and volunteers with any questions they may have had about the requirements.

The ability to conduct interviews with employees, contractors, affiliates, and volunteers to obtain information to ensure compliance with program requirements.

Scheduled electronic fingerprints.

Took photographs and fingerprinted applicants, employees, residents, students, and volunteers.

Took photographs and prepared PIV cards for issuance to authorized personnel.

Organization: Aerotek Staffing - Cushman & Wakefield

Position: Data Entry Specialist

Employed: February 2018-May 2018, 40 hours (Full Time)

Data Entry Specialist enters information into a computer database for adequate record keeping. Data entry specialists must be able to type quickly and accurately and possess strong attention to detail. Keeps records of payments, co-pays, prior authorizations, etc

Performed clerical duties such as typing, filing and data entry. Distributed mail ran errands and sent faxes. Accurately labeled files and communicated with clients via phone and email, entered log codes with 100% accuracy and attention to detail.

Worked efficiently and effectively both within a team and independently assisting in the coordination of packing and transferring files. Tracked and set up accounts in accordance with renewal dates with no errors.

Entered and maintained data in records; maintained files and records in accordance with policy. Recommended solutions to problems found in records and updated records to document changes. Extracted actions from information system for distribution of customers.

Maintained data and reviewed data in the information system for completeness. Collaborated with customers to identify and obtain missing documents. Responded to customer inquiries by researching rules and regulations.

Organization: My Best Plan

Position: Customer Support/Data Analyst

Employed: November 2015-August 2017, 40 hours (Full Time)

Customer support specialists assist customers with inquiries or concerns related to a company's products or services. In addition, they inform customers about specifications and features for an improved customer experience. Responding to data-related queries, setting up processes to make data more efficient, analyzing and interpreting trends from the data, and reporting trends to add business value.

Received, documented and resolved customers inquiries via phone resulting in 95% customer satisfaction. Tracked and set up accounts in accordance with renewal dates with zero errors for company. Prioritized assignments based on established time frame protocols.

Entered and maintained data in records; maintained files and records in accordance with policy. Recommended solutions to problems found in records and updated records to document changes. Extracted actions from information system for distribution of customers.

Maintained data in information system and reviewed data in information system for completeness. Collaborated with customers to identify and obtain missing documents. Responded to customer inquiries by researching rules and regulations.

Organization: Top Notch Personnel - Fort Bend ISD Risk MGMT Dept

Position: Administrative Assistant/Claims Specialist

Employed: April 2015-August 2015, 40 hours (Full Time)

The Administrative Assistant answers phone calls, schedules meetings and supports visitors. Carries out administrative duties such as filing, typing, copying, binding, scanning etc. Completes operational requirements by scheduling and assigning administrative projects and expediting work results.The specialist reports and processes the claims by researching the policy and accumulating evidence regarding the claim.

Performed quality control of work-related accident reports and conducted searches via internet.

Ensured time management and procedural requirements were met for the processing of medical claims. Provided guidance regarding applications on Worker's Compensation policies, processes and procedures.

Interviewed, obtained, verified and assembled information and facts for pending litigation cases. Coordinated Workers Compensation training classes and managed employee medical appointments schedules and processed return to work orders.

Requested and reviewed medical records for proper documentation and return to work status.

Entered and maintained data in personnel records. Maintained files and Worker’s Compensation records in accordance with policy. Recommended solutions to problems regarding Worker’s Compensation claim and personnel records.

Updated personnel records and Worker’s Compensation claims to document changes. Extracted personnel actions from Worker’s Compensation claims information system for distribution to customers. Maintained data i.e. personnel reports and Worker’s Compensation claims within the information system.

Performed clerical support (e.g., typing, filing, and data entry) for Worker’s Compensation Office. Reviewed data in Worker’s Compensation system for completeness. Collaborated with the customers to identify and obtain missing personnel documents. Responded to customer inquiries by researching Worker’s Compensation rules and regulations.

Organization: ExecuTeam Staffing - Baylor College of Med Registrar’s Office

Position: Data Entry Specialist

Employed: January 2015-March 2015, 40 hours (Full Time)

Data Entry Specialist enters information into a computer database for adequate record keeping. Data entry specialists must be able to type quickly and accurately and possess strong attention to detail. Keeps records of payments, classes and accreditations

Screened answered and routed calls, provided general information on registration, transcript requests, completion requirements for graduation and filed records ensuring student records were 100% complete.

Effectively tracked completed curriculums and safeguarded student’s personal and confidential information.

Entered and maintained data in records; maintained files and records in accordance with policy.

Recommended solutions to problems found in records and updated records to document changes.

Extracted actions from information system for distribution of students.

Reviewed, updated and maintained database for completeness.

Collaborated with students to identify and obtain missing documents. Responded to student inquiries concerning registration, transcript requests, and completion requirements for graduation.

Organization: Randstand Staffing - DB Schenker

Position: Sales Coordinator

Employed: December 2012-August 2013, 40 hours (Full Time)

Coordinating the sales team by managing schedules, filing important documents and communicating relevant information. Ensuring the adequacy of sales-related equipment or material and timely shipment.

Performed Quality control & coordination of global sales leads and distribution that effectively interfaced with multi-national corporations.

Operated automated software programs such as Microsoft Word, Excel spreadsheets, word processing, data entry, electronic forms, database management.

Entered and maintained data in records; maintained files and records in accordance with policy. Recommended solutions to problems found in records and updated records to document changes. Extracted actions from information system for distribution of students.

Maintained and reviewed data in the information systems for completeness. Collaborated with customers and staff to identify and obtain missing documents. Responded to customer inquiries concerning sale leads and distribution.

Organization: Rossmar & Graham

Position: Administrative Assistant

Employed: May 2010-May 2011, 40 hours (Full Time)

The Administrative Assistant sorts, opens and routes incoming calls, correspondence and deliveries. Responds quickly to business and customer requirements. Accomplished efficient Owner Status by coordinating all support and boosting HOA productivity with timely assistance. Assists Property Manager in all aspects of business operations.

Entered and maintained data in records; maintained files and records in accordance with policy.

Front desk reception - operated multi-line phone system distributing information to callers.

Took messages, scheduled appointments and transferred calls to appropriate individuals

Proofed, copied, and processed all correspondence, management reports, annual meeting minutes, mailed various types of correspondence.

Operated automated software programs such as Microsoft Word, Excel spreadsheets, word processing, data entry, electronic forms, database management and e-mails.

Entered and maintained data in records; maintained files and records in accordance with policy.

Recommended solutions to problems found in records and updated records to document changes.

Extracted actions from information system for distribution of customers.

Maintained and reviewed data for completeness. Collaborated with customers and staff to identify and obtain missing documents.

Responded to customer inquiries.

Organization: Arizona Dept of Economic Security-Unemployment Division (Temporary Assignment)

Position: Program Service Evaluator, 40 hours (Full Time)

Employed: August 2009-May 2010

This position is responsible for the quick and accurate eligibility of all new cases. Processes eligibility determinations and determinations with regards to Federal entitlement; ensure that the determinations are accurate and timely. Provide comprehensive advice to clients on all phases of the intervention process in addition to outcome assessments.

Processed 100+ incoming claim calls daily for unemployment insurance.

Resolved customer complaints and issues as well as escalation of overdue, unresolved complaints

Processed appeals as required adhering to established governmental policies and procedures.

Documented and updated case status on pending claims and entering and maintaining data records and files in accordance with policy. Recommended solutions to problems found in records and updated records to document changes. Extracted actions from information system for distribution of students.

Reviewed and maintained database for completeness.. Collaborated with customers and staff to identify and obtain missing documents.

Responded to customer inquiries.

Organization: ComForce Staffing - City of Scottsdale AZ Planning & Development Records Dept

Position: Secretary/Receptionist, 40 hours (Full Time)

Employed: March 2008-March 2009

This position was responsible for addressing customer concerns, complaints and application registrations for change of building structures. Interfacing with government agencies and officials. And providing necessary documentation or copies of plots and plans of buildings and houses.

Operated Multi-line phone system routing and directing calls and interfaced with clients regarding fees and processes for permits.

Operated office equipment ie., fax machines, copiers, and phone systems, and use computers for word processing, database management, and other applications.

Entered and maintained data in records; maintained files and records in accordance with policy. Recommended solutions to problems found in records and updated records to document changes. Extracted actions from information system for distribution of students.

Reviewed and maintained database for completeness.

Collaborated with customers and staff to identify and obtain missing documents. Responded to customer inquiries concerning sale leads and distribution.

Volunteer Work:

Organization: Gift To The World Ministries

Served: March 2014 – Present, Hours vary

Organized and coordinated yearly events via correspondence to volunteer staff, sponsors, charitable organizations, and guest speakers. Distributed mail, information, and invites concerning upcoming events to appropriate personnel and general public.

Contacted and scheduled participants and speakers. Arranged travel accommodations for supervisor. Coordinated and maintained annual budgets and expenses for annual event. Entered and maintained financial records into the database. Analyzed trends and projected future expenses for yearly events. Provided guidance and suggestions to improve future events that would produce best possible outcome.

Provided excellent communication by establishing effective relationships that would enhance maximum participation. Extracted information from system for distribution of financial records. Maintained and reviewed data information for completeness.

Collaborated with volunteers to identify and obtain data required for program credits. Responded to inquiries concerning venue reservations, program taping and honorariums. Entered and maintained data records in accordance with policy.

Recommended solutions to problems found in records and updated records to document changes. Extracted actions from information system for distribution of volunteers, participants, staff, and sponsors.

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