Summary
Overview
Work History
Education
Skills
Volunteer Experience
Languages
Timeline
Generic

Sherrine Holmes

Saint-Laurent,Canada

Summary

. Talented Intake Specialist offering ten years of experience in conducting intake interviews and summarizing data with speed and efficiency. Connects with clients easily to provide thoughtful and compassionate assistance. Manages client files and prioritizing tasks to achieve optimal productivity.

Overview

20
20
years of professional experience

Work History

Complaint Intake Analyst I

AbbVie Pharmaceutical
01.2023 - Current
  • Completes intake process of complaints through phone, E-Mail, and all other applicable Systems
  • Conducts initial assessment of application for missing information and reaching out to customer outreach team to obtain required data
  • Conducts initial identification of complaint code
  • Site Coordinate of Dangerous Goods/Sample Management
  • Identify possible AEs within data files
  • Prepare AE Report corresponding to every identified AE
  • Review and approve SOPs, protocols and reports, product batch record and related documents as required
  • Track all AE reports with corresponding case number for quarterly AE reconciliation by PSP
  • Serves as Subject Matter Expert for designated product within team
  • Notifies stakeholders for warranty claim and replacement processing
  • Translate vigilance reports into local language for submission to MOH
  • Identify need for reply letter to customers addressing results of complaint
  • Communicate results of complaint investigations to Processing Team
  • Reconciliation with relevant Stakeholders
  • Support management during audits and inspections
  • Partner with other departments to address queries/inquiries e.g, Medical Info, Regulatory, PV.
  • Streamlined intake process for faster turnaround times and improved accuracy.
  • Contributed to positive work environment by fostering collaboration and open communication among team members.
  • Improved overall team performance by actively participating in meetings, sharing insights, and offering constructive feedback.
  • Identified trends in intake data, recommending process improvements for increased efficiency.
  • Implemented new software tools to automate intake process, reducing manual errors and increasing productivity.
  • Maintained strict confidentiality of sensitive client information, adhering to company policies and relevant regulations.
  • Enhanced client satisfaction by efficiently processing and analyzing intake data.
  • Developed comprehensive reports to aid decision-making processes within organization.
  • Established strong relationships with key stakeholders to facilitate smooth communication throughout intake process.
  • Assisted in training new team members on intake procedures, contributing to their rapid integration into team.
  • Utilized advanced analytical skills to identify potential risks or issues in client data submitted during intake process.
  • Conducted thorough research on prospective clients, ensuring accurate and complete information was gathered during intake process.
  • Ensured accurate entry of client information into databases through meticulous attention to detail.
  • Continuously updated job knowledge through ongoing professional development opportunities, staying current with industry best practices.
  • Provided exceptional customer service by addressing inquiries and resolving concerns in timely manner.
  • Exceeded monthly targets for successful intakes processed while maintaining high-quality standards.
  • Ensured timely completion of assigned tasks by effectively prioritizing workload and meeting deadlines consistently.
  • Optimized workflow processes by identifying areas of inefficiency and implementing targeted solutions.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Completed intake assessment forms and filed clients' charts.
  • Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
  • Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
  • Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
  • Supported office staff and operational requirements with administrative tasks.
  • Enhanced office productivity by handling high volume of callers per day.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

Receptionist & Administrative Assistant

Acass Canada
01.2022 - 01.2023
  • Assist in hiring of new employees
  • Assist HR with confidential documents
  • Managed approximately 30 incoming calls, emails, mails and faxes per day from customers
  • Provide administrative assistance to other department as required.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Responded to inquiries from callers seeking information.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.

Assistant Admissions Counselor

CDI College
07.2019 - 12.2020
  • Explain admission procedures and courses offered to prospective students via email, phone and face to face meetings
  • Support students throughout admission process by answering their queries and helping them to complete required documents
  • Review student’s applications for eligibility and academic qualifications
  • Participate in decision making process for students admission based on college policies and guidelines
  • Prepare and present applicant reports to management while working with financial staff
  • Organize recruitment events. Promote school to potential students and their parents
  • Participate in educational events, college fairs, information sessions and recruitment activities as representative of college
  • Act as mentor to students while maintaining regular communication with teachers regarding students' progress
  • Worked with students to understand needs and provide excellent service
  • Used coordination and planning skills to achieve results according to schedule
  • Participated in team-building activities to enhance working relationships.

Client Support Specialist/Customer Service (Contract)

DHL
10.2018 - 05.2019
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls, faxes and emails
  • Verified basic needs are being met, providing navigation assistance for various benefits and available services
  • Interact with other departments to resolve customer’s issues
  • Promptly responded to inquiries and requests from prospective customers
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
  • Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
  • Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.

Replenishment/Customer Service

Aerotek
01.2017 - 01.2018
  • Entered new customer applications in database
  • Updated customer’s accounts with changes as required
  • Help customers with their queries
  • Placed orders and returns
  • Provide advice on customers purchasing or products
  • Communicating with clients regarding their purchases or services.
  • Managed high volume of inbound calls while maintaining professional demeanor under pressure.
  • Resolved customer complaints with empathy, resulting in improved satisfaction ratings.

Customer Service/Office Manager

John Dike Tax Services
01.2015 - 01.2016
  • Scheduled appointments for upper management;
  • Answered and relayed calls to appropriate individual;
  • Entered new customer applications into database;
  • Updated customers’ accounts with changes as requested;
  • Received, sorted, and prepared incoming mail to be scanned into system;
  • Forwarded any problem paperwork to correct individual; Files documents after completion
  • Purchasing supplies for office; Process clients’ accounts and file documents; Act as office gatekeeper; Resolve clients complaints via phone, email, texts;

Data Management/Account Management

IMS Health
06.2004 - 06.2013
  • Developed, maintained and nurtured Physicians panel to obtain healthcare industry data identifying prescribing habits in Canada and USA; Data management in Clinical Research
  • Cultivate long term client relationships as well as acquire new ones
  • Maintaining assigned territories and quota; Guide customers through troubleshooting with products service/promotional strategies or web site; Build internal and external networks and implement effective prospecting strategy to capitalize on business opportunities and attract new business; Prepared and delivered maximum sales opportunities to all clients to enhance revenue, while ensuring continuous enhancements of services; Offered friendly and efficient service to customers, handled challenging situations with ease
  • Identified issues, analyzed information and provided solutions to problems
  • Resolved problems, improved operations and provided exceptional service
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Quality Control Manager

IMS Health
07.2007 - 07.2012
  • Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to distributors
  • Developed and analyzed quality control processes and deliverables to determine present standards and establish recommended action plans
  • Updated quality control standards, methods and procedures to meet compliance requirements
  • Managed and archived quality documentation and participated in internal and external quality audits
  • Adhered to all legal, safety and health standards
  • Increased customer satisfaction through adherence to quality standards and customer requirements
  • Led projects and analyzed data to identify opportunities for improvement.
  • Improved customer satisfaction with thorough final product inspections and adherence to strict quality control guidelines.
  • Updated quality control standards, methods, and procedures to meet compliance requirements.

Education

Some College (No Degree) - Data Management in Clinical Research

Vanderbilt University
Nashville, TN

Bachelor of Arts -

Concordia University
Montreal, QC

D.E.C.: Social Sciences -

Dawson College
Montreal, QC

Communications and Media -

Concordia University
Montreal, QC

National Collectors Certificate: Customer Service/Collections -

Credit Institute of Canada
Toronto, ON

Skills

  • Excel
  • Word
  • Communications
  • Sample Management
  • Detail Oriented
  • Data Management in Clinical Research
  • Data Entry
  • Microsoft Office
  • Confidentiality handling
  • Effective communication skills
  • Documentation and paperwork
  • Schedule Management
  • Data Compilation
  • Fraud investigation

Volunteer Experience

Jewish General Hospital, Montreal, QC, Canada, Oncology Department

Languages

English
Native or Bilingual
French
Limited Working

Timeline

Complaint Intake Analyst I

AbbVie Pharmaceutical
01.2023 - Current

Receptionist & Administrative Assistant

Acass Canada
01.2022 - 01.2023

Assistant Admissions Counselor

CDI College
07.2019 - 12.2020

Client Support Specialist/Customer Service (Contract)

DHL
10.2018 - 05.2019

Replenishment/Customer Service

Aerotek
01.2017 - 01.2018

Customer Service/Office Manager

John Dike Tax Services
01.2015 - 01.2016

Quality Control Manager

IMS Health
07.2007 - 07.2012

Data Management/Account Management

IMS Health
06.2004 - 06.2013

Some College (No Degree) - Data Management in Clinical Research

Vanderbilt University

Bachelor of Arts -

Concordia University

D.E.C.: Social Sciences -

Dawson College

Communications and Media -

Concordia University

National Collectors Certificate: Customer Service/Collections -

Credit Institute of Canada

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Sherrine Holmes