Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Selena Thorne

Selena Thorne

Somerset,New Jersey

Summary

Proven operations and customer service professional with a strong track record of driving process improvements, resolving complex issues, and leading high-performing teams. Recovered over $5M in credits, closed 95% of escalated cases, and improved workflows across credit, claims, and support functions. Excels in problem-solving, cross-team collaboration, and delivering fast, effective results in high-pressure environments.

Overview

7
7
years of professional experience

Work History

Senior Credit Administrator

Bausch Health
Bridgewater, NJ
08.2023 - Current
  • Lead thorough investigations to resolve product-related claims and deductions, including damages, shortages, temperature excursions, and pricing discrepancies.
  • Optimized processes and reducing unnecessary credits—achieving $5 million in savings over a year and a half.
  • Utilize Salesforce for data collection, Integrichain to track product movements, and SAP to process credit requests efficiently.
  • Coordinate directly with wholesalers and pharmaceutical warehouse partners to ensure compliance and accuracy across the supply chain.
  • Mentor and support junior team members, championing a culture of collaboration, critical thinking, and continuous improvement.
  • Manage end-to-end credit issuance processes, applying analytical rigor and negotiation skills to drive resolution.
  • Spearhead initiatives to streamline record-keeping and enhance process efficiency, contributing to increased team performance and customer satisfaction.

Senior Customer Care Agent

Bausch Health
Bridgewater, NJ
10.2022 - Current
  • Act as a senior point of contact for the intake, triage, and resolution of escalated or complex customer product complaints. Resolving 95% of escalation cases.
  • Coordinate and drive complaint investigations with cross-functional teams, including Quality Assurance, Manufacturing, Supply Chain, and Regulatory Affairs.
  • Escalate critical and reportable complaints to Quality and Pharmacovigilance teams to initiate an investigation.
  • Provide support and technical expertise in the handling of problem resolution, special consumer requests, and technical inquiries. Achieved 90% first call resolution rate, reducing repeat inquiries and boosting efficiency.
  • Demonstrate comprehensive knowledge of company products, policies, procedures, and regulatory guidelines, appropriate business procedures, customer service skills, and sound judgment in making critical decisions, support product introductions, changes, and discontinuations.
  • Lead product promotion initiatives, coordinating with the customer service team to identify upselling opportunities and drive sales growth.
  • Provide end-to-end support for product replacements, delivery tracking, and post-sales service to ensure a seamless customer experience. Maintained a 95% customer satisfaction score rating over 12 months through prompt and empathetic support.
  • Train and support new team members on customer care protocols, tools, and best practices.

Co-Owner

Internal Grind Inc.
Somerset, NJ
01.2020 - Current
  • Directed day-to-day operations and led a high-performing team of trainers, resulting in a 15% increase in overall profitability.
  • Spearheaded digital marketing strategies, including targeted social media campaigns and website optimization, driving a 25% boost in client acquisition.
  • Managed client relations by resolving concerns promptly and developing personalized membership packages to foster loyalty and long-term retention.
  • Oversaw budgeting, scheduling, and performance analytics to ensure operational efficiency and alignment with growth objectives.
  • Collaborated with leadership to design and implement scalable business initiatives tailored to evolving client needs.

Personal Trainer

Robert Wood Johnson Fitness & Wellness Center
New Brunswick, NJ
06.2018 - 10.2022
  • Designed and implemented customized fitness and nutrition programs tailored to individual client needs, contributing to a 30% increase in client retention.
  • Led onboarding and professional development of new trainers, enhancing team performance and service consistency.
  • Promoted and facilitated the sale of premium training services, resulting in a 10% growth in membership upgrades.
  • Provided continuous client support and progress monitoring to encourage goal achievement and long-term engagement.

Education

Master of Healthcare Administration -

Rutgers University
New Brunswick, NJ
08.2021

Bachelor of Arts - Communication

Rutgers University
New Brunswick, NJ
01.2020

Skills

  • Excellent communication skills (verbal, phone and written); including high level of proficiency in letter composition
  • High level of proficiency managing multiple systems
  • Strong organizational skills and attention to detail to ensure timely triage, documentation, and escalation of safety-related communications in compliance with regulatory standards
  • Ability to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment
  • Strong analytical and interpersonal skills with the ability to resolve complex customer issues, collaborate cross-functionally, and document escalation trends to drive service improvements
  • Strong investigative skills with the ability to manage claims processing, verify case details, and coordinate across teams to ensure timely and accurate resolution in line with company policies

Accomplishments

  • Bausch Health Shining Star Award from Quality Assurance Team (June 2025)
  • Bausch Health Employee of the Month (April 2024)
  • Bausch Health “Best Support Beyond Measures” Award (November 2023)
  • Lean Six Sigma Green Belt (Rutgers, 2020)
  • Rutgers National Society of Leadership and Success
  • National Society of Collegiate Scholars
  • Big Ten Track and Field Scholar Athlete

Timeline

Senior Credit Administrator

Bausch Health
08.2023 - Current

Senior Customer Care Agent

Bausch Health
10.2022 - Current

Co-Owner

Internal Grind Inc.
01.2020 - Current

Personal Trainer

Robert Wood Johnson Fitness & Wellness Center
06.2018 - 10.2022

Master of Healthcare Administration -

Rutgers University

Bachelor of Arts - Communication

Rutgers University
Selena Thorne
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