Zelda Webster-Lawson
Elizabeth,NJ
Summary
Highly organized and detail-oriented worker, with a drive to exceed expectations. Ability to analyze data, develop strategies, and provide solutions to complex problems. Seeking to leverage skills and knowledge to contribute to team success.
Overview
28
28
years of professional experience
Work History
Patient Support Specialist
Integrated Resources
03.2025 - 08.2026
- Resolved inquiries from inbound calls by customers, including consumers, healthcare professionals, and manufacturer representatives, ensuring customer satisfaction. Reported adverse events and product complaints to maintain regulatory compliance.
- (Contractor Connective Rx) – Whippany NJ
Customer Care Specialist
Amplity Health
05.2020 - 12.2024
- Handled inbound customer calls from consumers and health professionals, resolving inquiries accurately and efficiently. Collected essential information for filing technical complaints and adverse event reports to ensure compliance and support. Supplied product information upon request, leveraging company resources to enhance customer knowledge. Served as a resource of information for my co-workers.
- (Contracted by Novartis / Sandoz Pharmaceuticals) – East Hanover / Princeton, NJ (Remote).
- Managed inbound customer inquiries, providing accurate product and service support.
- Resolved complex issues using CRM documentation and call center protocols.
- Trained team members on customer care workflows, compliance requirements, and escalation paths.
Technical Complaint Specialist
Bayer Pharmaceuticals
08.2019 - 01.2020
- Handled product complaint inquiries via mail and email, collaborating with health professionals (physicians, nurses) to accurately compose and file reports.
- (Contractor) – Whippany, NJ
Customer Care Specialist
Connective Rx
07.2017 - 08.2019
- Handled inbound customer calls from consumers and health professionals for allergen product, managing patient enrollment and processing reimbursement claims via fax and mail. Compiled adverse event and technical complaint reports to ensure regulatory compliance and improve product safety. Researched information to achieve one call resolutions, enhancing customer satisfaction and reducing follow-up inquiries. Assisted in training and troubleshooting support and scheduling to ensure accurate phone coverage. Processed claims in other non-dedicated departments.
- -Whippany, NJ
- Resolved inbound patient and provider inquiries with accurate, empathetic guidance across complex support scenarios.
- Documented interactions in CRM systems, maintaining complete case notes and compliant follow-up actions.
- Coordinated issue escalation with cross-functional teams to accelerate resolution and service continuity.
Safety Associate II
InVentiv Health
10.2013 - 08.2015
- Managed adverse events, clinical trials, and spontaneous reports, coding and composing medical narratives in collaboration with health professionals (physicians, nurses, pharmacists) to ensure adherence to regulatory compliance.
- (Contractor) – Somerset, NJ
- Led adverse event case processing, ensuring accurate intake, assessment, and follow-up documentation.
- Reviewed safety narratives for consistency, completeness, and regulatory compliance.
- Coordinated case reconciliation across clinical, safety, and data management systems.
Safety Scientist
Bristol Meyers Squibb Pharmaceuticals (BMS)
01.1999 - 03.2013
- Processed adverse event reports to code and compose medical narratives, collaborating with health professionals.
- Led assay development and validation to support preclinical and clinical research programs.
- Designed experimental plans aligned with project goals, regulatory standards, and scientific rigor.
- Interpreted complex data sets to guide decisions and refine research direction.
Education
Associate of Science - Health Science / Pharmacy Technician
Graduate of Ultimate Medical Academy
Tampa07-2017
Skills
- Insurance verification
- Follow-up management
- Data management
- Dispute handling
- Patient enrollment
- Medical terminology
- Patient confidentiality
Timeline
Patient Support Specialist
Integrated Resources
03.2025 - 08.2026
Customer Care Specialist
Amplity Health
05.2020 - 12.2024
Technical Complaint Specialist
Bayer Pharmaceuticals
08.2019 - 01.2020
Customer Care Specialist
Connective Rx
07.2017 - 08.2019
Safety Associate II
InVentiv Health
10.2013 - 08.2015
Safety Scientist
Bristol Meyers Squibb Pharmaceuticals (BMS)
01.1999 - 03.2013
Associate of Science - Health Science / Pharmacy Technician
Graduate of Ultimate Medical Academy