Allison De Coste

• Provided guidance and continuous mentoring to team members.
• Monitored adherence and program KPI's
• Weekly, monthly and quarterly client reporting and reconciliations provided to clients.
• Assisted in database updates and testing.
• Created and updated documentation relating to client programs and internal processes (SOPs, guidance documentation and workflows).
• Coordination of training documents and activities to align with client requirements.
• Scheduling of employee meetings.
• Maintain employee schedule, time cards and time off requests.
• Held weekly one-on-one meetings to provide coaching and training.

In 2022, my job description was updated to add Program Assistant to the title and with that came some additional responsibilities such as the below.

• Developed, reviewed and updated client SOPs, processes and workflows.
• Supported change requests and the implementation of approved changes for client programs.
• Maintained client distribution lists.
• Scheduled and held weekly one-one meetings with team members to provide coaching and feedback.
• Managing and updating the team schedule.

• Processed reports of adverse events, quality complaints and marketing issues received by phone, email and mail while ensuring that reporting timeframes were followed and quality standards were met for the following clients: Abbvie, GalxoSmithKline, Pfizer, Bausch Health, Bausch + Lomb, Valeant, Cipher and Sandoz pharmaceuticals.
• Properly document using company software along with exporting documents using Microsoft Word, Excel and Outlook with accuracy and with attention to privacy details.
• Reviewed, analyzed and corrected electronic data on a daily basis.
• Served as a subject matter expert on clients and internal standard operating procedures (SOP).
• Supported employee performance and development by providing coaching and training.
• Monitored call quality by performing daily call audits.
• Assisted with testing during the creation of a new internal database.
• Reviewed and updated client SOPs and Process Documentation.

• Provided product information by phone, fax, mail and email for over-the-counter products and prescription medications for the following clients: Abbvie, Pfizer, Glaxosmithkline, Cipher and Valeant pharmaceuticals.
• Properly documented and reported adverse events and quality complaints using company software along with Microsoft Word, Excel and Outlook.
• Provided administrative support on a variety of client programs such as: sample requests, patient compliance programs and clinical trial recruitment.
• Protected patient privacy and confidentiality.
• Delivered a high level of customer service.

• Interacted with customers over the phone scheduling pick-ups, confirming rates and transit times.
• Completing documentation as required by the departments work process.
• Met customer call guidelines for service levels, handle time and productivity.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Investigated and resolved service and delivery concerns.