Abhishek Jha

• Implemented customer service strategies to promote increased levels of customer satisfaction and loyalty.
• Ensured team compliance with policies, procedures and regulations related to customer service.
• Managed multiple complex projects with competing timelines, budgets and resources.
• Created a comprehensive framework for customer success initiatives.
• Conducted research to identify customer needs, preferences and trends.
• Organized focus groups to collect feedback from customers on new products or services.
• Built relationships with key stakeholders across all departments within the organization.
• Provided support during internal and external audits when requested by management.
• Developed relationships with customers through proactive communication, follow-up, and problem resolution.

Managed ~250 FTE team of PV professionals delivering Global ICSR activities for a large Pharma company including Case Intake, Case processing, medical review, Quality review, EMA Submission, Study reconciliation, GPS MAP, PV Partnering support, Regulatory reporting services and other ancillary ICSR support activities.

• Responsible for leveraging TCS G&T approach to create the right value for the customer and their business. Manage P&L, deliver growth & profitability, deliver projects & services on schedule and budget. Drive operational metrics, implement policies & governance and supervisory administration of people managers.
• Contributed to the development of Global functional strategy and objectives at customer organization by active participation in customer management meetings
• Ensured team is audit/inspection ready, supported all customer site inspections, participated in CAPA development, rollout, and effectiveness monitoring as appropriate
• Successfully completed many critical and sensitive projects involving huge case volumes by implementing innovative ideas and process changes
• Ensuring seamless service delivery of the entire PV project by organizing and coordinating all external and Internal activities
• Coordinating all resource, attrition, and recruitment management for PV projects within the engagement
• Drive and endorse the implementation of process improvement initiatives
• Build effective, high performing Operations teams through influence, integration, motivation and optimizing team performance
• Embedding the customer values into the team culture, promoting team spirit and the client/TCS partnership

• Overall accountability of day-to-day case processing activities including Service Level Agreement monitoring and focusing on compliance. Accountable for proactive workload management within teams and across the function to ensure that internal and regulatory timelines are met.
• Collaborating with other Team Leaders, Group Leaders, Project Manager and Client Resource Management Group to discuss workload and proposed solutions to fluctuating workload as needed.
• Proactively identifying trends in compliance and propose solutions to case processing and resourcing issues. Identifying and implementing continuous improvement activities.

• Review data against source document and perform individual case safety report processing on day-to-day basis
• Accountable for proactive workload management within team and led a team of case processing individuals.

• Review data against the source documents (case report forms, handwritten notes, CIOMS I form, MedWatch)
• Perform MedDRA coding of AE verbatim and medical history terms, Source Data Verification and handling Independent Projects, and study team.
• Clinical Data Management, primarily role involved Case Report Form (CRF) Indexer, Staging Table Monitor, Database Auditor and processing of CRFs.