Vivian Ceron
Las Vegas,NV
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Clinical Research Coordinator
Alliance Clinical Network
02.2022 - 03.2025
- Followed clinical research protocols and conducted study visits in compliance with ICH/GCP and FDA regulations.
- Screened patient records, databases, and physician referrals to identify prospective candidates for research studies.
- Enhanced patient safety by meticulously monitoring and documenting adverse events during clinical trials.
- Followed informed consent processes and maintained records.
- Collaborated with clinical staff and other healthcare professionals to support clinical trial data accuracy.
- Assessed patients'' eligibility criteria following strict adherence to inclusion/exclusion guidelines.
HR Coordinator
Pinnacle Community Service Patient In-home Care
10.2018 - 01.2022
- Maintained human resources information system and kept employee files up to date and accurate.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Enhanced company culture by organizing team-building events and professional development opportunities.
- Reviewed human resources paperwork for accuracy and completeness.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
Escalation Supervisor - Viasat Campaign
Sitel
10.2016 - 02.2018
- Reduced response times for escalation cases by implementing efficient processes and protocols.
- Collaborated closely with other departments to ensure seamless handover of escalated cases when necessary.
- Developed strong relationships with key clients, maintaining open lines of communication to address concerns promptly and professionally.
- Improved overall company reputation by consistently delivering exceptional customer service during escalations.
- Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
- Insured Implementation of call center policies, operations and performance standards were understood and followed by agents.
- Implemented effective customer service strategies.
- Inbound and Outbound calls.
- Strong problem solving aptitude.
- Follow-Through on all critical escalations.
- Answered and Handled escalated calls from agents.
- Created tickets that needed to be escalated to other departments.
- Accurately documented, research and resolved customer service issues
Education
High School Diploma -
Western High School
Las Vegas, NV06-2005
Skills
- Documentation management
- Data analysis
- Data collection techniques
- Records maintenance
- Payment processing
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Strong work ethic
- Exceptional customer service
Certification
- CPR/AED Certification
- IATA Dangerous Goods Training
- GCP Good Clinical Practice
Languages
Spanish
Limited Working
Timeline
Assistant Clinical Research Coordinator
Alliance Clinical Network
02.2022 - 03.2025
HR Coordinator
Pinnacle Community Service Patient In-home Care
10.2018 - 01.2022
Escalation Supervisor - Viasat Campaign
Sitel
10.2016 - 02.2018
High School Diploma -
Western High School
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