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
33
33
years of professional experience
Work History
Patient Support Specialist
Integrated Resources (Contactor Connectiverx)
Whippany, NJ
03.2025 - 08.2026
- Coordinated patient onboarding, ensuring accurate intake and timely case creation.
- Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Served as a liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.
- Enhanced patient satisfaction by providing exceptional support and addressing concerns promptly.
- Promoted a positive work environment among team members through open communication channels that encouraged collaboration toward common goals.
- Furthered skills by actively taking part in employee training and taking classes to further improve skills.
Customer Care Specialist
Amplity Health
East Hanover / Princeton, NJ
05.2020 - 12.2024
- Handled inbound unsolicited customer calls from consumers and health professionals, resolving inquiries accurately and efficiently. Obtained the necessary information to file technical complaints and adverse event reports. Delivered product information to customers by utilizing company resources effectively. Served as a resource of information for my coworkers.
- Provided contract services for Novartis / Sandoz Pharmaceuticals
- Managed patient and provider inquiries, delivering accurate information and timely resolution.
- Resolved escalated service issues by collaborating with cross-functional teams and stakeholders.
- Trained customer care staff on call handling standards, documentation practices, and escalation protocols.
- Monitored workflow performance, identifying process gaps and recommending efficiency improvements.
- Supported program operations by prioritizing requests, tracking follow-ups, and safeguarding service continuity.
- Streamlined customer response processes, improving consistency across inbound and outbound support activities.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
Technical Complaint Specialist
Bayer Pharmaceuticals
Whippany, NJ
08.2019 - 01.2020
- Managed product complaint inquiries via mail or email, collaborating with health professionals (physicians, nurses) to compose and file accurate reports.
- Contractor
- Coordinated cross-functional documentation to support regulatory compliance and quality standards.
- Maintained accurate records in validated systems to ensure traceability and audit readiness.
- Supported process improvements by identifying workflow gaps and recommending efficient solutions.
Customer Care Specialist
Connective Rx
Whippany, NJ
07.2017 - 08.2019
- Handled inbound unsolicited customer calls from consumers and health professionals for allergen product, enrolling patients and processing reimbursement claims via fax and mail. Compiled adverse event and technical complaint reports to ensure compliance and quality assurance. Researched information to resolve customer inquiries on first contact, enhancing customer satisfaction. Assisted in training and troubleshooting support and scheduling to ensure accurate phone coverage. Processed claims in other non-dedicated departments.
- Managed inbound customer inquiries, resolving access, enrollment, and service questions with accurate documentation.
- Coordinated case updates across internal teams, ensuring timely follow-through on patient support requests.
- Tracked interactions in CRM systems, maintaining complete records and compliance with privacy requirements.
Safety Associate II
InVentiv Health
Somerset, NJ
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) under regulatory compliance guidelines.
- Executed contracted projects for clients
- Reviewed adverse event reports for accuracy and completeness within safety database workflows.
- Processed case data using MedDRA coding standards and source document reconciliation.
- Resolved safety data queries with clinical teams to support timely case closure.
Safety Associate/Adverse Event Processor
Bristol Meyers Squibb Pharmaceuticals (BMS)
Hopewell, NJ
01.1999 - 01.2013
- Processed adverse event reports, coding and composing medical narratives while collaborating with health professionals to ensure accurate documentation. Mentored and trained short-term contractors to enhance team knowledge and efficiency. Coordinated outsourcing of Safety department through effective communication via emails and meetings to facilitate a smooth transition.
- Worked at Bristol Myers Squibb Pharmaceuticals (BMS) for (14-years/1999 – 3/2013/Retired)
- Led safety inspections across facilities, identifying hazards and driving corrective actions
- Trained staff on PPE use, emergency response, and safe work practices
- Monitored compliance with EHS policies, SOPs, and regulatory requirements
Data Entry Clerk
Ciba-Geigy/Novartis Pharmaceuticals
Somerset, NJ
01.1994 - 01.1997
- Entered adverse event reports with attention to detail and accuracy
- Worked as contractor
- Prior to BMS I was a contractor at Ciba-Geigy/Novartis Pharmaceuticals (Worked as a contractor at Ciba-Geigy/Novartis Pharmaceuticals, Somerset, NJ for 3 years from 1994 to 1997 as a Data Entry Clerk, ensuring precise data entry of adverse event reports and later trained as a Safety Associate.), Somerset, NJ for 3-years from 1994 – 1997 where I worked as a Data Entry Clerk Typed adverse event reports. and later trained within the company as a Safety Associate.
Education
Associate of Science - Health Science / Pharmacy Technician
Graduate of Ultimate Medical Academy
Tampa07.2017
Skills
- Medical terminology
- Patient confidentiality
- Insurance verification
- Follow-up coordination
- Patient satisfaction
- Healthcare industry
- Policy adherence
- Problem-solving
- Patient advocacy
- Time management
- Customer service
- Collaboration
- Teamwork
- Active listening
- Professionalism
- Problem-solving abilities
Timeline
Patient Support Specialist
Integrated Resources (Contactor Connectiverx)
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 Associate/Adverse Event Processor
Bristol Meyers Squibb Pharmaceuticals (BMS)
01.1999 - 01.2013
Data Entry Clerk
Ciba-Geigy/Novartis Pharmaceuticals
01.1994 - 01.1997
Associate of Science - Health Science / Pharmacy Technician
Graduate of Ultimate Medical Academy
Section name
References- upon request