Linda Torres
North Brunswick
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
23
23
years of professional experience
1
1
Certification
Work History
Complaint Systems Analyst
Bristol-Myers Squibb Co.
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.
Data Product Complaint Specialist
Bristol-Myers Squibb Co.
12.1996 - 12.1997
Stability Coordinator
Bristol-Myers Squibb Co.
12.1990 - 12.1996
Customer Service Specialist
Bristol-Myers Squibb Co.
12.1987 - 12.1990
Education
Bachelor of Science - Labor and Employment Relations
Rutgers University
06.2013
Associate of Science - Business Administration
Berkeley College
Business Writing-Client Communication and Software Testing
Middlesex County College
Public Speaking
Dale Carnegie
A+ Certification - undefined
Alpha Technologies
Skills
- Customer relations management
- Customer experience management
- Account relationship management
- Bilingual customer advocacy
Affiliations
Professional Service Group, Volunteer helping individuals with resumes, cover and thank you letter writing
Certification
- Certified [Job Title], [Company Name], [Timeframe]
- [Area of certification], [Company Name], [Timeframe]
- [Area of certification] Training, [Timeframe]
Languages
English
Advanced (C1)
Spanish
Upper intermediate (B2)
Polish
Upper intermediate (B2)
Marathi
Upper intermediate (B2)
Software
Sas
Timeline
Complaint Systems Analyst
Bristol-Myers Squibb Co.
12.1997 - 11.2010
Data Product Complaint Specialist
Bristol-Myers Squibb Co.
12.1996 - 12.1997
Stability Coordinator
Bristol-Myers Squibb Co.
12.1990 - 12.1996
Customer Service Specialist
Bristol-Myers Squibb Co.
12.1987 - 12.1990
Bachelor of Science - Labor and Employment Relations
Rutgers University
Associate of Science - Business Administration
Berkeley College
Business Writing-Client Communication and Software Testing
Middlesex County College
Public Speaking
Dale Carnegie
A+ Certification - undefined
Alpha Technologies