Summary
Overview
Work History
Education
Skills
Certificate
Timeline
Generic

Crystal Brooks

Philadelphia

Summary

As a candidate for the manager position at the eSSC, I have a solid background in data management and important skills. I’m good at prioritizing tasks to meet deadlines and creating plans that fit with our department's goals. I communicate well, build positive relationships, and can identify and solve problems effectively. I use data to make informed decisions and adapt when things change, all while staying focused on team success.


I’m really looking forward to using these skills in a managerial role, helping our department reach its goals and encouraging a team-focused work environment.

Overview

19
19
years of professional experience

Work History

CTMS Specialist

Merck
04.2024 - Current
  • Monitor and distribute Tracker updates to the team multiple times a week
  • Offer mentorship and help to colleagues requiring additional support
  • Execute all assigned requests while ensuring compliance
  • Create sites for Clinical trials
  • Allocate staff to the sites with provisioning, when required
  • Confirm contact/account information using SIP or online resources

Super Run SME/POC

Merck
08.2022 - 04.2024
  • Served as POC and SME for the Super Run team
  • Distributed and QC'd team assignments
  • Acted as the primary contact for any escalations encountered by the team
  • Coordinated escalation meetings with study teams as needed
  • Created a team calendar for study run dates and OOO schedules
  • Ran, compared and uploaded reports
  • Backup for SDE

Senior Collection Specialist

HIBU INC
01.2017 - 07.2022
  • Handle 80 + inbound/outbound calls daily with the goal of collecting owed debt
  • Work in a call center environment handling manual and automatically dialed calls
  • Deliver exceptional customer service on calls and maintain calm and professional demeanor
  • Process payments for clients and setup payment plans
  • Negotiate to collect balance in full
  • Research accounts and complete due diligence to resolve collection problems
  • Achieve performance goals on a consistent basis

3rd Party Collection Rep

HIBU INC
07.2014 - 12.2016
  • Maintained a high volume of calls and met the company demands
  • Processed payment and applied to the customer balances
  • Used probing techniques to determine the client's reason for their delinquency
  • Recorded all information regarding the financial status of customers
  • Negotiated and arranged Settlements
  • Achieved performance goals on a consistent basis

Collection Team Leader

HIBU INC
11.2011 - 06.2014
  • Team leader for a group of over 20 employees
  • Handled all onboarding
  • Trained All new team members on scripts, company services and collection strategies
  • Monitored Collection calls for compliance
  • Kept daily reports for management feedback
  • Coached new hires on calls

Collection Rep

HIBU INC
08.2006 - 10.2011
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Processed payments and applied to customer balances
  • Worked in a call center environment handling manually dialed calls
  • Negotiated to collect payments
  • Achieved performance goals on a consistent basis

Education

High school Diploma -

Northeast High
06.1988

Skills

  • Time Management
  • Strategic thinking
  • Effective Communication
  • Detailed Oriented
  • Analytical
  • Critical Thinker
  • Issue Investigation
  • Adaptability

Certificate


Adult Mental Health First Aid (MHFA)


I obtained a certification in Adult Mental Health First Aid, which involved comprehensive training in recognizing and addressing mental health challenges. This certification has equipped me with the skills to provide better support to my colleagues by understanding their needs, promoting mental well-being, and helping create a more supportive work environment. Through this training, I've learned effective communication techniques, crisis intervention strategies, and ways to foster resilience among team members. As a result, I feel more confident in my ability to contribute positively to our workplace culture and assist my colleagues in navigating any mental health issues they may face.

Timeline

CTMS Specialist

Merck
04.2024 - Current

Super Run SME/POC

Merck
08.2022 - 04.2024

Senior Collection Specialist

HIBU INC
01.2017 - 07.2022

3rd Party Collection Rep

HIBU INC
07.2014 - 12.2016

Collection Team Leader

HIBU INC
11.2011 - 06.2014

Collection Rep

HIBU INC
08.2006 - 10.2011

High school Diploma -

Northeast High
Crystal Brooks