Sr Product Complaint Associate resume example

A Sr Product Complaint Associate within the Product Quality Department for Pfizer Pharmaceuticals. Responsible for triaging complaint records received within the department from healthcare professionals (pharmacist, nurses, medical supply distributors) and consumers who have contacted the company with inquiries, quality issues and/or adverse events. Assures all incoming/outgoing consumer contacts are handled accurately/completely and in compliance with current company SOP’s, cGMP and FDA regulations with an emphasis on product safety. Independently authors correspondence that includes acknowledgement letters, requesting samples and providing laboratory findings regarding product complaints, inquires and adverse events. Triages the Global Product Quality Complaints (GPQC) voicemail system by obtaining daily voicemail messages, updated the log and distributing action items to other complaint associates. Additional responsibilities include, responding to complaints and inquiries via the Internet and ensure all issues have been addressed by assigned timeframes. Generate weekly reports to address any possible trends. Conduct product training for new hire classes. A participant in Pfizer's Mentorship Program, which involves mentoring junior team members and managing employee relationships. This also includes one -on- one coaching with new hires, quarterly team building activities, and facilitating associate team meetings within the Product Quality Department.

Additional duties:

• Train new hires on proper service methods and evaluated service delivery using quality assurance program.
• Create assessment test to gage knowledge level of new hires after completing training.
• Audit new hire complaint records until released independently.
• POC for escalated or urgent issues prior to involving management.
• Provided product training to multiple call centers.
• Generate monthly reports in the Quality Tracking System to recommend corrective actions and improvement to workflows.
• Set up mock calls to evaluate the handling of complaint calls.
• Lead the voicemail team and trains all new associates added to the team.
• Request access and train new hires on SAP.
• Currently working on a new training curriculum.
• Panel member during the interview process.