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, NJ08.2021
Bachelor of Arts - Communication
Rutgers University
New Brunswick, NJ01.2020
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
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