Linda Torres
North Brunswick,NJ
Summary
Results-driven customer service management professional with a solid work history showcasing 23+ years experience driving organizational bottom-line performance. Develop and implement staff training programs to ensure optimal customer satisfaction. Produce test scripts to validate quality of systems and applications used for customer tracking and complaint resolution purposes. Build strong vendor relations to negotiate cost effective service agreements. Experienced in project lifecycle management. A+ certified.
Overview
1
1
Language
1
1
Certification
14
14
years of professional experience
Work History
Customer Relations Management
Bristol-Myers Squibb Co.
New Brunswick, NJ
12.1997 - 11.2010
- Oversaw implementation of a web based software program to monitor a product quality complaint investigation system used globally to maximize document and quality control initiatives.
- Tracked adverse drug events reports for lack of effect requested by Global Pharmaco vigilance in a quality complaint investigation.
- Administered a validated product quality complaint database by receiving complaint information from call center and prioritizing information.
- Corresponded directly with complainants to secure product complaint samples and obtain additional information about each incident, facilitating product replacement or reimbursement with complainant.
- Assisted with producing periodic product quality complaint trending reports.
- Streamlined data entry of complaints with improved accuracy and customer service satisfaction.
- Enhanced company reputation by assisting consumers in a timely manner, along with managing customer inquiries within established policies, procedures, standards, and work flows.
- Entered product complaints on behalf of Consumer Division and third party manufacturing sites.
Team Leadership
Bristol-Myers Squibb Co.
New Brunswick, NJ
12.1997 - 11.2010
- Directed staff training and development to streamline adoption of new program by establishing customized system training and support program for internal users in 154 global locations.
- Focused specialized training on curriculum development, compliance management, training manual and visual training program development.
- Successfully initiated and implemented system upgrades which resulted in minor to no down time through collaboration with QA and Information departments, business clients and management.
- Served as mentor to junior team members while the director was absent.
System Administration
Bristol-Myers Squibb Co.
New Brunswick, NJ
12.1997 - 11.2010
- Troubleshot system and testing initiatives by preparing and updating system help text manual, notification of system outages and a 24-hour response time.
- Created protocols with call center to verify weekly audit reports as well as data entry information sent on a daily basis.
- Tested and promoted system enhancements and upgrades for modification to production environments.
- Planned, scheduled and coordinated storage by selecting items for testing.
- Created and implemented Excel database of stability samples, documented sample requests and coordinated monthly sample pulls as well as multi-site deliveries.
Complaint Systems Analyst
Bristol-Myers Squibb Co.
New Brunswick, NJ
12.1996 - 12.1997
- Data Product Complaint Specialist (12/1996-12/1997)
- Stability Coordinator (12/1990-12/1996)
- Customer Service Specialist (12/1987-12/1990)
Education
Bachelor of Science - Labor and Employment Relations
06.2013
Expected 6/2013
Associate of Science - Business Administration
Skills
- Customer relations management
- Account relationship management
- Customer experience management
- Bilingual customer advocacy
Certification
- Certified [Job Title], [Company Name] - [Timeframe]
- [Area of certification], [Company Name] - [Timeframe]
- [Area of certification] Training - [Timeframe]
LANGUAGES
English, Spanish, Polish
Affiliations
- Professional Service Group
- Volunteer helping individuals with resumes, cover and thank you letter writing
Timeline
Customer Relations Management - Bristol-Myers Squibb Co.
12.1997 - 11.2010
Team Leadership - Bristol-Myers Squibb Co.
12.1997 - 11.2010
System Administration - Bristol-Myers Squibb Co.
12.1997 - 11.2010
Complaint Systems Analyst - Bristol-Myers Squibb Co.
12.1996 - 12.1997
Berkeley College - Associate of Science, Business Administration
Rutgers University - Bachelor of Science, Labor and Employment Relations