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 in addition to other Teams features for files, schedule. Use Sharepoint repository reference documents, processes. • 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. DailyMed, as needed to educate callers. • 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 program with a very large scope. • 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 outbound written letters according to SOP. Maintain team relations with Internal Cisco Jabber tool. Use Sharepoint repository reference documents, processes. • 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.• Demonstrated adaptability to remote processing for virtual production with advent of Business continuity plan. Frequent participation in Webex learnings.

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. Collaborated with leadership team and completed supervisory tasks in supporting program • 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.