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Client Liaison Resume Example

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CLIENT LIAISON
Professional Summary
Service-oriented Complaint Analyst with 15 years background in Medical Device Field. Core competencies include Reporting and Investigating complaints, Training personal with in the department, as well as excellent communication dealing with medical staff , patients and time management skills. Handles tasks with accuracy and efficiency. I'm also a certified Complaint Analyst with knowledge of medical terminology and HIPPA compliance. Medical Device Reporting and Complaint Investigation with established career working in Complaint Handling and Investigations.Support quality patient care and education. I would also like to work in a non Medical field as well. I have experiance in debt collection dealing with consumers, Lawfirms ,Banks and Collection Agencies. I have work in the field with placing ,reasigning account,and closing accounts
Core Qualifications
  • Research and Analysis
  • Production Materials
  • Staff Training
  • Root Cause Analysis
  •  Critical Thinking
  • Corrective Action
  • Process Research
Experience
Client Liaison
January 2016 Trakamerica － Bontia, FL TrakAmerica -I have been employed with TrakAmerica from January 10th 2016 to present.Liaison between TrakAmerica client's , Law firms and agencies who are attempting to collect an outstanding debt from a consumer.Understand how to work the account - place accounts for collection, assist the firms and agency in collecting and settling the consumer's debt. Kept track of Client account inventories, and settlements communicate and address any concerns or issues related to collecting the debt from the consumer. Working in the call center to assist the consumers is locating their accounts ,as to which law firm or collection agency the account may have been placed with for collection.Must talk to consumers that are at times are very upset and be able to defuse a tense situation so a compliant does not involve from the issue.
Product Surveillance MDR Specialist
April 2000 to May 2015 Arthrex Inc. － Naples, Fl

  • Accurately follow site procedures and ensure regulatory compliance. Investigate discrepancies and implement corrective action Support tech transfer processes and communicate needs to cross-functional teams. Design and execute experiments, analyze and interpret primary data, and form logical conclusions. Investigating complaints reported from Hospitals as they filed complaint reports through MedWatch/ MedSuns.
  • Search the FDA web-site once a month looking for complaint that may have by passed being reported to the company and were reported directly to the FDA.
  • 21 CFR Part 820 Working with patients to file complaint on their behalf, following up them and keeping them active in the investigation,they can be very helpful obtaining medical records and providing a history of events.
  • If the complaint becomes a legal issue the file was turned over to the legal department, with follow ups as requested.
  • Working with surgeons on any questions ,issues or concerns they may have related to the products or devices.
  • Put together the yearly training Powerpoint presentation for distributors on complaint handling , FDA regulation ,and time frames.
  • Maintaining a yearly distributor log.
  • Yearly sending out the Powerpoint presentation and training form to be signed by the distributor that they have gone over the Powerpoint presentation.This was created to help train new reps and refresh older reps.
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  • in complaint processes.
  • If the form is not returned with in a required time frame ,a list of outstanding distributors is forward to legal department for follow up.
  • Creating a monthly training Powerpoint presentation for new representatives heading out into the sales force.
  • Covering what is expected of the with reporting complaints, FDA regulation as well as their professional behavior.
  • Research and arrange training for the department on devices.
  • How the device works and what could possibly happen if misused to help the call center have a better understanding of the issue/complaint reported related to the device so the correct data is provided.
  • Filing and following up complaints filed from lawsuits against the company that have not been previously reported as a complaints.
  • Formed trusting relationships with Product Managers,Engineers, Medical Education staff to help research, investigate and close complaints.
  • Keeping personal informed of the issues and concerns against their product lines.
  • This data is collected for improvements and knowledge of how the devices are used in the field.
Owner
April 1991 to April 2000 Jackson Family Daycare － Naples, Fl
  • I was responsible for caring for and teaching children under 6 years of age.
  • Preparing them for kindergarten teaching them colors ,numbers, letters, communication skills, and building friendships, understanding right from wrong, toilet ,training,tying shoes, being helpful and showing respect, problem solving and being patient.
  • We did many different activities, We went to the beach, food shopping, park, mall I always tried to make each trip a learning experience for them.
  • Babies under 2 years of age , walking, sitting, talking, toilet training.
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Education
Developing Your Emotional Intelligence National Seminars - Fort Myers, Fl Certificate : Root Cause Analysis APLOMET - Naples, FL Root Cause Anaysis; Definding an issues at the root , find ways to fix the problem. Rather it be from misuse of the product device failure or flaw. How to make a product or situation better. Certificate : Business Grammar & Proofreading Rockhurst University - Fort Myers, Fl Certificate : Coaching & Mentoring Skills for Managers & Supervisors Rockhurst University - Ft.Myers, Fl I Complaint handling ,medical device reporting recalls Compliance Online - Miami, Fl Effective Complaint Handling ,Medical Device Reporting and Recalls Avoiding Costly Errows. Rita Hoffman This was necessary for my position as an Product Surveillance and MDR Specialist, for Arthrex Inc. When and why to report an incident how to handle recalls of a product. learned creative ways to teach and guide my department in proccesses and device use . While taking information from a customer , what type of information is needed and why. I reviewed complaint calls from the call center weekly, to see if calls may have been missed as reportable events .If found I would follow up with the person to teach them why this event may be reportable to the FDA. Anymissed information I did the follow up to complete the file. Certificate : How to Deal with Unacceptable Employee Behavior Rockhurst University - Ft.Myers, Fl This course covered creative ways to get people to listen and communicate . Giving them a different way to look a the same situation and show they how and why there behavior could effect the outcome . Certificate : Powerful Communication Skills Rockhurst University - FT.Myers, FL This was very helpful in learning how to repectfully question ,patients ,surgeons, risk managers . engineers, in a way to obtain information needed to complete a complaint file . These needs to be done with out upsetting the person or have the person shut down and refuse to talk,or use HIPPA not to provide information.
following a proccess and explain and understanding the steps to get from step A to step B and the record keeping to explain all steps. Certificate : Communicating with Diplomacy and Tact Rockhurst University - Ft.Myers, Fl This course was a great way to learn how to defuse a bad situation before it gets out of hand. Keeping control over yourself while trying understand an upset person point of view.
Certificate : Internal Quality Auditor QAI - Naples, Fl How to successfully read through a file and question the quality system and procedures How to Audit Incoming Material, Maufacturing proccesses , rejections, inspection, and have every step explained pre procedure. Certificate : Developing &Managing Complaint Procedures For Medical Devices Center for Professional Advancement - Tampa, Fl Certificate:This course taught me what is complaint . The information required for filing , investigate,a complaint according to FDA standards and federal regulations.
High School Diploma : Child development /Sociology North Hills High School － Pittsburgh, PA Child development /Sociology
Professional Affiliations
Help and worked the March of Dimes / Bikers for Babies
Certifications
Time Management Coordination Active Learning Monitoring Complex Problem Solving Instructing Judgment and Decision Making Learning Strategies Education and Training Production and Processing Quality Control Analysis Troubleshooting. Root Cause Analysis.
Skills
Auditing, Call Center Actives, Coaching, Communication Skills, Client, Decision Making, Complaint Investigating, Government Inspection, Instructing, ISO, Law, legal, letters, Managing, Mentoring, PowerPoint, works, problem solving, processes, Proofreading, Quality, Quality Control, Record Keeping, Complaint Reporting, Research, Sales, Defense, Settlements, Training, Time Management, Troubleshooting.
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Resume Overview

Companies Worked For:

  • Trakamerica
  • Arthrex Inc.
  • Jackson Family Daycare

School Attended

  • North Hills High School

Job Titles Held:

  • Client Liaison
  • Product Surveillance MDR Specialist
  • Owner

Degrees

  • Developing Your Emotional Intelligence National Seminars - Fort Myers, Fl Certificate : Root Cause Analysis APLOMET - Naples, FL Root Cause Anaysis; Definding an issues at the root , find ways to fix the problem. Rather it be from misuse of the product device failure or flaw. How to make a product or situation better. Certificate : Business Grammar & Proofreading Rockhurst University - Fort Myers, Fl Certificate : Coaching & Mentoring Skills for Managers & Supervisors Rockhurst University - Ft.Myers, Fl I
    Certificate : Internal Quality Auditor QAI - Naples, Fl How to successfully read through a file and question the quality system and procedures How to Audit Incoming Material, Maufacturing proccesses , rejections, inspection, and have every step explained pre procedure. Certificate : Developing &Managing Complaint Procedures For Medical Devices Center for Professional Advancement - Tampa, Fl Certificate:This course taught me what is complaint . The information required for filing , investigate,a complaint according to FDA standards and federal regulations.
    High School Diploma : Child development /Sociology

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