Bonnie Dougherty, Mba, Rd, Ldn Email & Phone Number

Remote

• Inbound/outbound call handling via phone with Cisco tools, Jabber and Finesse. Process email requests for medical information. Detailed data capture into IRMS database. Maintain team relations with Microsoft teams tool.
• Efficiently resolve follow up customer inquiries needing additional care. Research; communicate internally or externally, as needed, with resources to reach closure for customer. Tap into online medical resources i.e..
• Pharmacovigilance: Comply with FDA guidance for Adverse Experience reporting and Product Quality reporting, including device related calls. Educate callers, as needed, with approved resources.
• Maintain ongoing trainings pertinent to role. Participation in client trainings and MS Teams meetings.
• Remote agent (100%) Demonstrate adaptability to remote case processing to support Business continuity.

Horsham, PA

• Employed years of experience engaging in variety of healthcare/product related calls in busy Fortune 500 pharmaceutical call center. Received then operated from extensive trainings on wide-ranging product list, SOPs in.
• Inbound call handling via phone with Live Ops or Serenova telephony; detailed data capture into Salesforce. More recent transition with team to Nice in Contact platform. Active verbal communication with formatted.
• Efficiently resolve follow up customer inquiries needing additional care. Research; communicate internally with resources to reach closure. Tap into other databases, i.e. Global Medical as needed.
• Pharmacovigilance: Comply with FDA guidance for Adverse Experience/VAERS reporting and Product Quality reporting, including device related calls. Educate callers, as needed, with approved resources.
• Selected to and received training to mentor new hires.
• KPI: Exceeded in Call Quality (>85% goal), Call documentation accuracy including data collection/demographics (>97% goal), Proper Use of Time (>90% goal) at most recent review.

Horsham PA

• Parlayed professional and academic background in busy call center for leading Fortune 500 consumer brand with expansive product list. Championed nutrition program by fine tuning agent training, addressing client needs..
• Instructed new agents on Nutrition Facts Panel, ingredient labels to comply with FDA guidance. Conduct refresher trainings where trends identified. Present at monthly meetings to support program.
• Utilize Wilke Thornton for data collection, reporting. Monitor agent activity with program productivity tools.
• Customer Experience Call Monitor: Listened/Assesses/Coached staff members on call quality from Telerx/client developed standards. Active participation in call monitoring calibration.
• Special client project resource with Knowledge base dictionary formatting. Liaise with client for adopting nutrition related responses
• Participated in interview process for new employees.

Mba, General

Haub School of Business Program with balanced emphasis between individual contributions and collaboration Working in teams simulated work.

Bachelor Of Science - Bs, Dietetics And Clinical Nutrition Services

Activities and Societies: Drexel Alumni AssociationAmong 10 selected into Coordinated Undergraduate Program (CUP) for Dietetics; a Drexel.