• Provides technical and medical information focusing on truthful, accurate and balanced responses in order to support the best clinical decision and positively impact the patient’s experience and quality of life.• Works closely with internal and external client contacts (up to and including members of client management) to resolve complex inquiries. • Researches medical literature and drafts responses for such inquiries. • Serves as subject matter expert for designated areas of knowledge, including diseases, processes and products. • Review and approve responses by other team members, assist with regular quality checks and provide training and coaching on processes for managing inquiries, database and technology training.

• Analyzes and researches inquiries and documents interactions according to organizational, client and regulatory guidelines. • Responds accurately and professionally to technical and medical information inquiries received via phone, email or internet in reference to pharmaceutical or device products. • Performs intake of adverse events/ product complaints with quality customer service. • Provide bilingual medical information service in Canada.• Perform searches on the scientific literature using platforms as ProQuest to identify relevant publications considering the level of evidence to create customized responses in attendance to healthcare professional’s unsolicited requests.• Mentoring and training of new hires.• Review and quality monitoring from the cases handled by the team.

• Responds accurately and professionally to technical and medical information inquiries received via phone, email or internet in reference to pharmaceutical or device products. • Analyzes questions received to formulate an accurate and concise response using client-approved resources and records inquiries and interactions in the appropriate databases following organizational, client and regulatory guidelines. • Identifies, records and triages adverse events and product complaints according to organizational, client and regulatory guidelines and provides additional support (including follow up) as needed. • Support and questions resolutions during calls received by patients and healthcare professionals.

• Provide medical information in response to requests made by healthcare professionals and employees using scientific basis and high level of evidence from a search in the scientific/medical literature.• Responsible for the training area from the Customer Service department, assisting in the learning of new hires who supports Customer Service and Patient Support Program.• Construction of materials and classes used in the training of new hires and in the recycling of established employees.• Review of documents and procedures used by the department.

- Scientific initiation in the organic synthesis laboratory of UNIFESP funded by the São Paulo Research Support Foundation (Fundação de Amparo à Pesquisa de São Paulo [FAPESP]).- Study of organic synthesis routes, using amino acids as substrates to obtain inhibitory molecules of the enzyme monoamine oxidase B (MAO-B) aiming the biological action against Parkinson's disease.