Latoya Carter- Grimsley

• Monitored team performance to ensure compliance with quality standards and customer service metrics.

• Conducted coaching and training sessions to improve individual and team performance.
• Resolved escalated customer issues, ensuring prompt and accurate resolutions while maintaining high customer satisfaction
• Assisted in developing team protocols and standard operating procedures.

• Based on quality monitoring findings, provide feedback to key areas (IT/Operations) regarding new/existing technology solutions for call documentation, insights gathering, opt outs/channel suppressions, etc
• Update and maintain quality performance reporting

• Managed client data with accuracy, improving operational efficiency by 20%.
• Provide specialist coaching/feedback opportunities to management as appropriate
• Interface with work force management to drive productivity improvement to ensure operational excellence
• Training, coaching and mentor new employees/ hires on company programs and procedures
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
• Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.

• Provides customer service support in handling HCP and Consumer inquiries through phone, email, direct mail and other channels
• Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with the Client’s Working Practice Documents (WPDs)
• Answer product questions from customers according to company policy utilizing approved FAQs and discussion guides
• Identifying and triaging customer escalations through resolution, including collaboration with other functions to ensure compliant solution
• Demonstrate adherence to all Privacy/Security procedures as outlined
• Maintain excellent quality standards, adhere to approved materials and guidelines
• Adhere to all company policies and Standard Operating and Working Procedures
• Continually meets or exceeds expectations for the teams’ KPIs including: contact rate, quality assurance, and customer satisfaction
• Responsible for processing weekly credits for the Sandoz CIC Wholesalers and working closely with the accounting department any pending credits
• Assisted in training new hires and was given the role to provide additional support to specialist once they have been certified with weekly check-ins

• Research, Analyze and verification of data to add new items to the database following strict SOP guidelines
• Perform item maintenance tasks in multiple systems following strict SOP and Sarbanes guidelines
• Follow up with requestors which includes CSR, Sales, Marketing, Category Management, Materials Management and Marketing internal business units
• Meet and support SLA and metric goals
• Seamless turnaround in problem resolution with customer Orders
• Resolved complaints effectively in accordance with customer laws
• Answer incoming customer calls, utilizing company policies to solve customer issues and directing calls to managerial team when necessary