My main role is to receive and record new complaints on to the complaints system ETQ. Communicate with other departments worldwide within Johnson & Johnson such as affiliates to obtain any outstanding information required and the return of devices for analysis and investigation. Follow up with customers to request information and return of devices as required as per business procedures. Assign MDR’s to the US complaints handling team including all updated information immediately when… Show more My main role is to receive and record new complaints on to the complaints system ETQ. Communicate with other departments worldwide within Johnson & Johnson such as affiliates to obtain any outstanding information required and the return of devices for analysis and investigation. Follow up with customers to request information and return of devices as required as per business procedures. Assign MDR’s to the US complaints handling team including all updated information immediately when received. Issue acknowledgement emails for complaints and include any necessary information required such as Synergy forms and delivery address for the products to the correct investigation site. Work within defined procedures and processes to ensure compliance with company quality system Arrange for translation of documents required for review by the Complaint Analysts Show less

Responsible for the checking, logging and allocating all emails that came in to a central mailbox for the whole of the UK. This had to be done in a timely manner to ensure that we were achieving our service levels. Queries received ranged from employees, HR Business Partners, Managers, Directors and external correspondence. Allocated work according to skillset and tracked the amount of work allocated to ensure fair allocation of work throughout the workforce.Contributed towards… Show more Responsible for the checking, logging and allocating all emails that came in to a central mailbox for the whole of the UK. This had to be done in a timely manner to ensure that we were achieving our service levels. Queries received ranged from employees, HR Business Partners, Managers, Directors and external correspondence. Allocated work according to skillset and tracked the amount of work allocated to ensure fair allocation of work throughout the workforce.Contributed towards increasing First Time Resolution statistics by identifying and working any queries that could be actioned or resolved first time. I would provide guidance and try to encourage a Self Service attitude within employees when possible. Provided a twice weekly report for the team leaders using a pivot table with data downloaded from Sharepoint. This provided the team leaders with insight to the volume of cases raised along with how many cases were in progress, on hold or closed. I was responsible for the monitoring and allocation of the inbox actions within Workday. Worked to tight deadlines each month for payroll cut off along with prioritising cases to ensure all work required was complete before payroll cut off was complete.Collated any agenda items from the team for our monthly meetings, recording any actions raised within the meetings and sending minutes out to the team. Chased team members on any open actions that were allocated within the meetings and updating the team with the outcomes. Show less

All revision events are recorded effectively in the database – checking for any conflicting information and querying as necessary. All relevant reporting MDR’s and Vigilance reports are completed in a timely manner and sent to the relevant competent authorities. Responsible for following up queries and keeping account of how many outstanding complaints are awaiting additional information. Determine if a complaint is in or out of CAPA and forwarding on to investigations when… Show more All revision events are recorded effectively in the database – checking for any conflicting information and querying as necessary. All relevant reporting MDR’s and Vigilance reports are completed in a timely manner and sent to the relevant competent authorities. Responsible for following up queries and keeping account of how many outstanding complaints are awaiting additional information. Determine if a complaint is in or out of CAPA and forwarding on to investigations when necessary and chasing up additional information required. Responsible for closing older complaints, checking and ensuring that all information is correct and no missing fields within the database, amending when needed. Checking the work coming in to the team and recording on excel the amounts received that day. Show less