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Shannon Germain | Elance
 
176985602337900
Last Sign-in: May 21, 2014

Shannon Germain

Look no further!
   Canada
  |   Dollard-des-Ormeaux, Quebec

Overview

Hello! You have found a highly versatile professional with seventeen years of experience in the pharmaceutical industry. My diverse background means that I have a multitude of skills to offer you.

My most recent experience has been in customer service roles in commercial and patient support areas of pharmaceuticals. In addition to providing superior customer service to a remote team of approximately 80 associates, a short list of my recent projects/accomplishments is as follows:


Accomplished at providing superior customer service to...

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Skills (10)

Tested
Microsoft Excel
Business Writing
Business Writing
My Score
avg
Software Documentation
Customer Service
Customer Service
My Score
avg
Virtual Assistant
Project Management
Technical Writing
Resume Writing
User's Guide Writing
Salesforce.com

Service Description

Supports Abbvie's patient support program by participating in on-going client project communications and working sessions in order to identify opportunities for continuous improvement to the program.


First line of contact for a remote team of 80 associates, providing support on technical issues and configurations, understanding of program processes and workflows, as well Salesforce administrator tasks.

Owns management of call flow, inbound call queue, and reporting metrics to ensure optimal functionality of call centre.

Lead for email and mail communications to patients - provide input and expertise in developing content and messaging

Supports Abbvie's patient support program by participating in on-going client project communications and working sessions in order to identify opportunities for continuous improvement to the program.

First line of contact for a remote team of 80 associates, providing support on technical issues and configurations, understanding of program processes and workflows, as well Salesforce administrator tasks.

Owns management of call flow, inbound call queue, and reporting metrics to ensure optimal functionality of call centre.

Lead for email and mail communications to patients - provide input and expertise in developing content and messaging.

Promoted to Senior Applications Consultant on April 1st, 2011.
Received IMS Brogan Above and Beyond award in July 2011 for acting as the Merck Customer Service manager in between hires.
Facilitated...

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Education

McGill University
Attestation, Project Management Essentials
-
Concordia University
Bachelor of Administration
- 2009
Overview  |  Job History  |  Resume/C.V.

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Elance Level
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  • 12 months
  • Lifetime
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Private
Private
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Identity
Username
Shannon_Leigh
Type
Individual
Member Since
May 2014
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Shannon Germain | Elance

Shannon Germain