Lucia Vallejo

Led a team of 9 intake specialists, overseeing North American post-market safety surveillance data collection.
Ensured data quality and supported global adverse event sentinels across 90+ markets.
Provided exceptional customer service to Distributors regarding product/health concerns.
Developed and delivered training programs for over 500 corporate and global customer support agents on service, systems, and phone etiquette.
Managed daily complaint processes, reported to drug safety databases, and coded medical terms using MedDRA.
Traveled to regional sites to provide resources and support localization of educational assets.
Developed and implemented a data quality assurance pilot program, reducing correction requests.
Ensured compliance with company policies (Privacy/HIPAA) and legal/regulatory requirements.
Documented product quality events in Agile for consumers and employees.
Identified knowledge gaps, analyzed processes, and developed solutions for workload improvement.

Managed the telephone line for top-earning members in North America.
Provided resources and escalated calls for frontline agents on processes and marketing plans.
Handled record request changes to distributorship applications.

Provided telephone, online, and face-to-face customer service/support to Distributors in a high-volume environment.
Acted as an "alternate sponsor" for Distributors, educating them on approaches and sharing new ideas.
Maintained professionalism while working with Distributors/Customers from diverse cultural backgrounds.

Processed automated orders received via fax and phone.