Internal Statement of Work (SOW) document review in order to ensure compliance with clinical trial protocol.▪ Reviewed internal Statement of Work (SOW) documents in conjunction with high complexity clinical trial protocols supplied by clients, ensuring compliance with Clinical SOPs and Good Clinical Practice ICH Guidelines▪ Enforced compliance of internal SOW documents with clinical trial protocols and with internal guidelines, issuing appropriate amendment instructions and recommendations to project management▪ Assisted workload management with priorities setup and task assignment respective with complexity and timelines▪ Proposed, coordinated and implemented numerous process improvement initiatives ▪ Trained and mentored new team members

Integration and delivery of trial setup services.▪ Translated all documented customer expectations into internal database, based on clinical protocol and internal documents▪ Delivered technical services to clients (pharmaceutical companies)▪ Ensured consistent use of SOPs, making appropriate technical recommendations when needed▪ Acted as Technical Expert in process improvement initiatives, providing ideas and liaising with trial setup team members

Customer service to internal and external clients. Senior since September 2012. ▪ Provided investigator sites with relevant clinical trial information▪ Liaised with CRAs regarding incomplete trial information▪ Assisted management in process improvement and implementation of global procedures, tracked & reported metrics▪ Trained and mentored new team members▪ Responded incoming calls from customers: registered orders, answered inquiries and questions, handled complaints▪ Monitored, tracked and resolved inquiries and service failures, acted as liaison for investigators and sponsors