Alesha Jeffreys

Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products.

Processes fulfillments and provides clinical trial information or after hours on call support.

Analyzes caller's questions to formulate an accurate and concise response using client-approved resources and records inquiries and interactions in the appropriate database following organizational, client and regulatory guidelines.

Identifies, records and triages adverse events and product complaints according to organizational, client and regulatory guidelines and provides additional support (including follow up) as needed.

Maintains knowledge of project and corporate policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.

Works with internal and external client contracts to resolve inquiries. As needed, research medical literature and drafts responses for such inquiries.

Provides administrative support as needed.

• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
• Checked patient vitals such as temperature, blood pressure and blood sugar levels.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
• Cared for residents in assisted living facility and delivered high-quality support to meet needs.

• Developed and maintained quality assurance procedure documentation.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems.
• Completed deviation forms,collaborating with quality team members and department managers to implement procedural remedies.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Monitored inbound and outbound calls made by 200 employees to provide constructive feedback.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.