MANUELA MBACFOU, CCRP

Establishing key partnerships with community-based organizations to facilitate successful study implementation. Managed 5 sites, performed sites qualification and initiation visits.

• Verified data on CRFs, filed and collated study documentation and reports via interim (onsite/remote) monitoring.
• Developed study-related MOP, SOPs and Case report forms, ICFs and other documents.
• Data management in EDC systems.
• Directed multiphase clinical research trials from startup to closeout by overseeing all operational aspects, including supervising [Number] employees, training and certifying staff, recruiting patients for trials, administering budgets and managing sites relationships

• Maintained and protected electronic databases.
• Provided assistance with preparation of project-related reports, manuscripts, and presentations.
• Assisted with study specific document writing and review (i.e. protocols, consent forms and other documents).

Maintained and organized study documents (i.e. CVs, REB documents such as approvals, renewals and other study agreements, etc.) in Trial Master File

• Managed [Number] clinical studies over [Number] years.
• Streamlined research processes to meet tight deadlines for multiple projects.
• Provided 10+ clinical research professionals education on ethics review.
• Interacted with participants in [Type] studies in diverse ways, including preparing for examinations, obtaining consent and collecting specimens.
• Performed data entry for a phase IV trial.

Point of contact for ethics committee (REB) submissions and renewals for 20+ research studies.

• Supported design and implementation of data collection instruments
• Recruited [Number] participants.
• Evaluated potential participants to assess eligibility for planned studies and obtained informed consent.

Coordinated and facilitated research activities and submitted protocols for ethics approval. Exhibited excellent organizational abilities when managing multiple concurrent assignments without sacrificing attention to detail.

• Scheduled appointments with participants over phone and through email.
• Collected data in REDCap (through quantitative surveys) as per research protocols.
• Worked both independently and collaboratively in fast-paced laboratory environment.
• Conducted two studies on withdrawal management and psychosocial treatment and role of each in treatment of substance use disorders.

Conferred with patients and healthcare professionals by telephone to provide information about glucose meters. Trained and coached 20+ new Communication Agents on best practices, leading to a more cohesive and efficient team environment.

• Handled [number] calls and emails per day to address customer inquiries and concerns, delivering exceptional level of service.
• Recorded adverse events reported by customers (pharmacovigilance).
• Recommended improvements in shipping, or service to prevent future problems.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Liaised with management, doctors or medical staff within different departments. Supervised a team of 6 customer care representatives.

• Served as a primary customer service professional to assist all clients or patient needs daily.
• Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Provided lab tests results to customers and health care professionals.
• Wrote, implemented, and maintained SOPs.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Logged call information and solutions provided into internal database.