Lindsey Benedetto Email & Phone Number

United States

Greater Boston

Manage all aspects of endpoint post launch IRT technical support, including overseeing the global Production Support team. Lead and grow a successful customer support services team in a dynamic, fast-paced and collaborative environment; working closely with peers in the Services, Project Management, Testing, Software Development and IT organizations.•Manage an global remote team of 50 Leads and Production Support Analysts, providing leadership, coaching, and mentorship to drive team performance.•Scale team to meet increased ticket volume from 18 team members in Q1 2021 to 50 by Q2 2022, creating new role leveling and expanding into new global regions.•Collaborate with cross-functional teams to identify and resolve complex technical issues, out of scope requests, audit support, and CAPA review.•Continuously identify and implement areas for improvement in the support services organization and company-wide, aiming to provide timely and quality support to the IRT users and clients.•Own, manage and develop software tools used in the Production Support team.•Generate and analyze monthly technical support volume to identify trends, coverage, response, and issue resolution times, service quality, and customer satisfaction.•Serve as an escalation point for internal stakeholders to provide feedback, updates, and risk-analysis for customer requests.•Collaborate with team training specialists to further streamline onboarding of new agents. Reducing onboarding time from 12 to 8 weeks for Production Support Analysts. Enhancing training materials to reflect new tools and processes.

Home Based- Boston

The Lead will supervise a team within Production Support and manage all aspects of the day-to-day operations of the team, including scheduling and assigning tasks, triaging critical issues, data changes, and verifications. The person in this role will work independently with minimal guidance from management and will guide and mentor junior staff. The role requires interaction with internal study teams and other functional groups. The role also requires interaction with external end users and sponsors and may serve as a 3rd tier of issue escalation.•Assist in creating and defining the role of Lead, Technical support within the Support Team.•Manage and coach a team of 6-12 production support analysts.•Champion and expert to the PSA team, providing advice and solutions to agents and project managers.•Performance management including annual reviews and regular 1:1 meetings with direct reports to ensure agent success with regular coaching.•Serve as a point of escalation for support requests requiring additional research or troubleshooting when senior PSA unavailable•Perform ticket quality reviews to ensure adherence to quality standards•Collaborate with cross functional departments to advise, mitigate risk, and enhance team knowledge.•Create knowledge base training articles and review articles created by PSAs•Develop new and existing tools to improve efficiency and client satisfaction•Assist in the development and delivery of training programs for agents to streamline new agent onboarding and continuous skill development which lead to creation of Training Specialist Role

Home-Based, Boston, Ma

The Production Support Analyst (PSA) is the primary contact for end users of endpoint Interactive Response Technology (IRT) systems. In addition, the PSA will provide support to the Client Services and Data Management teams as needed.•Provide excellent customer service to end users of endpoint IRT systems via phone and email.•Provide training/guidance for users of all endpoint IRT systems.•Respond to all incoming queries (phone/email) in a timely fashion, ensuring that all requests are resolved and/or handed-off to the project-specific Project Manager for completion during business hours.•Log all incoming queries and data changes in the endpoint internal tracking system.•Provide administrative and IRT configuration support for Client Services team members.•Review change requests for clarity, completeness, and impact.•Executes SQL Data Scripts and Queries for database updates and reporting.•Continuously update internal knowledge bases to ensure knowledge is available to all team members

Billerica, Ma

• Continue performing CSS I, II and III duties. • Responsible for managing 8+ clients with over 100+ active projects and act as primary point of contact for assigned clients, keeping all appropriate Operational Managers aware of issues. • Work collaboratively with the Project Managers globally to ensure client expectations are set accordingly and achieved.• Conduct project reviews to proactively identify live study issues and trends to improve overall study service delivery. • Mitigate risk of error through lack of familiarity with projects by managing and creating support documents to be used by the global support team.• Responsible for cultivating and maintaining relationships with high profile contacts to ensure they receive the best possible attention and assistance in resolving project queries and information requests. • Assist in the creation and maintenance of Standard Operating Procedures. • Represent eCDS as and when required in quality audits, quarterly governance and study specific meetings.• Lead and participate the CAPA review process when issues are identified and implementation processes for resolution.

Billerica, Ma

• Continued to perform CSSI & II duties.• Proactively undertake outstanding tasks and identifies the need for further delegation/resource where required • Conducted training across multiple departments on how to use a new workflow management process to ensure quality standards were being met.• Participated in introductory study design and build meetings with internal and external contacts.

Billerica, Ma

• Continued to perform duties below as Client Support Specialist I • Mentored and provided training to new hires and coworkers on more complex data edits and study platforms. • Developed new training documents as needed to be used for the department.• Coordinated with overseas colleagues on rotating shifts to ensure quality and efficiency goals were met during times of high call volume and reduced staffing.• Participated in department-level internal group meeting monthly to discuss new and ongoing issues.

Billerica, Ma

• Provided live RTSM, IxRS, EDC, Medication Management, and ePro study support to internal and external customers. • Received escalated telephone calls. Answered overflow telephone calls when required. • Managed issues through the helpdesk process and worked effectively to group targets. • Performed authorized manual edits of live data changes, ensured accuracy and data resolutions within agreed timeline.• From both internal and external customers, regularly received feedback on cheerful demeanor, prompt follow-through, knowledge of the relevant systems, skillfully building rapport, and defusing tense situations.

Northbridge Ma

• Managed, recruited and hired a staff of 5/6 and varying numbers of community volunteers;• Coordinate activities between multiple departments to ensure successful daily structured programs. • Maintained a multiple accounts and budgeted funds for department.• Implement and create individualized plans of care for each resident each quarter in accordance with regulations upheld by the state.• Planned large facility wide events, entertainers, cookouts, community outreach• Successfully found a way to modify popular inter-generational programs in a healthcare facility during a flu outbreak. Program continued without interruption using Skype for approximately 50 children and 154 residents.

Whitinsville, Ma

• Developed and implemented innovative monthly recreational programs to meet the changing needs of the residents located in my assigned neighborhood. • Participated specialized focus groups to help improve, maintain, and enrich the lives of those in the community. (e.g. Culture Change Champions, Peace Team, Transition Advocacy Group)• Developed and maintained a system of record keeping for all recreation resources in the community including volunteers, entertainers, out-trip locations and past programs.

Whitinsville, Ma

• Provided prompt and reliable customer service for patrons• Completed point of sale transactions including returns, exchanges, and special orders • Participated in weekly inventory audits, price adjustments, and manual restock ordering.• Created vibrant and eye catching displays to showcase products and marketed specials.• Trained to perform a variety of specialized tasks to create custom products for consumer.

West Hartford, Ct

• Managed multiple phone lines in assisting patrons in completing reservation transactions and query resolution• Trained new employees how to use theater manager software and ushering techniques to maintain professionalism in during a performance.• Managed ticket sales, ushers, and concessions during performances.

Education record

Completed 3 years of coursework

Education record

Activities and Societies: Student Council, Field Hockey, YNIA, Show Choir, Theater, Foreign Language Club