Anil Kumar Pillala

• Interacted with team members across departments to research and resolve customer issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Working for RTSM Department, managing non-critical & critical date change issues, patient waiting queries, medication management and centre management through tickets raised.
• Delivering a positive and meaningful service that exceeds the expectations of the internal & external customers (PMs, Clinical Trial Site Personnel, CRAs, COLs) regarding patient data, client access and drug supply.
• Providing support on various products such as EDC Datalabs, Inform, Rave, ePRO Clinphone (IVRS & IWRS), CP4, Mytrials, CTMS Impact, Safety Information Systems and Medical Imaging.
• Adding value & efficiency to the Client Specialist role by participating in continual re-evaluation of processes and methods to identify & implement best practice.
• Administering day-to-day project life cycle of a drug within the IVR/IWR system; performing emergency un-blinding of patients using MCBT (Manual Code Break Tool).
• Assisting COLs, Project Manager and Associate Director in project management, and client coordination; working as a liaison between various internal & external stakeholders. Clients and programmer.
• Looking after inventory-related queries in terms of medication release and depot inventory management.

Highlights:
• Played a key role in streamlining processes through measures such as implementing a high-performance culture by owning the problem and the solution.
• Achieved assigned monthly target for continuous three years being the only resource from Hyderabad.
• Resolved client complaints regarding patients waiting for issues on a regular basis as patient safety is out topmost priority.
• Received Pat on Back Award from seniors for contributing to the teamwork and scaling the mentee's skills.
• Successfully initiated & implemented several steps to enhance operations of the company that resulted in good savings.
• Ensured that Team Members logged the time spent on every issue that resulted in increasing the billable time.

Worked with C3i health care connections for 2 years and 6 months for the account of Merck GSC.

Handling application-related issues, Active Directory, and Working on Incident management-related calls.

• Managed and optimized incident response procedures for multiple high-traffic websites, resulting in a 50% reduction in the meantime to resolution.
• Facilitated resolution of high-risk incidents by coordinating with cross-functional teams, ensuring timely response and minimal impact on customers.
• Developed and maintained a comprehensive incident management program and emergency operating procedures, in collaboration with solution and stream teams.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Implemented automation and dashboard solutions to improve incident tooling and user communications, resulting in increased reliability and efficiency of incident response processes.
• Identified and resolved problems through root cause analysis and research.
• Later got promoted as a Senior Level2 Analyst.

• I was responsible for providing primary technical support for company customers and end-users. My job is to respond to service tickets and assist with all technical-related issues including software installations, hardware malfunctions, and network failures.
• Evaluated product or service by analyzing and interpreting data and metrics.
• Reduced production downtime with regular equipment maintenance and timely issue resolution.
• Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
• Identified and resolved process issues to drive optimal workflow and business growth.