Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shannon Carroll

Monaca

Summary

Detail-oriented Pharma Audit Specialist with a strong commitment to compliance auditing, safety reporting, and quality control. Proven ability to enhance data integrity and coach teams for performance improvement.

Overview

18
18
years of professional experience

Work History

PHARMA AUDIT SPECIALIST

WALGREENS SPECIALITY PHARMACY
Pittsburgh
08.2022 - Current
  • Reviewed surveys to ensure timely reporting of all safety events within contractual obligations.
  • Organized daily communications from central inbox and local inboxes for efficient processing.
  • Provided coaching and feedback to local sites via email and Windshield for performance improvement.
  • Gathered weekly data on reports and errors for analysis by local sites and leadership.
  • Communicated directly with manufacturers to clarify requests and address concerns.
  • Collaborated with peers on reconciliation tasks to enhance overall compliance accuracy.
  • Supported local sites through responsive email communication for ongoing assistance.
  • Conducted research on manufacturer guidelines to ensure compliance across all reports.

PATIENT CARE COORDINATOR

ALLIANCERX WALGREENS PRIME
08.2018 - 08.2022
  • Answered and placed calls to patients for medication delivery coordination.
  • Resolved complex patient issues through extensive research and effective communication.
  • Tracked and monitored delivery status of patient medications to ensure timely arrival.
  • De-escalated patient concerns, maintaining high levels of satisfaction and trust.
  • Led projects across various departments, including billing, training, and Peak Team Lead since October 2020.
  • Promoted to PCA Senior in October 2019, focusing on complaint resolution and associate coaching.
  • Assisted associates with escalated calls via Senior line while providing guidance on processes.
  • Created and delivered training for IUD/Osteo Pilot and new Oregon RPH initiatives.

CONTRACTOR

AEROTEK
02.2018 - 08.2018
  • Coordinated medication deliveries by responding to incoming patient calls.
  • Resolved complex patient issues through thorough research and effective communication.
  • Tracked package deliveries to ensure timely receipt of medications.

KEYHOLDER

SHOE DEPT
11.2011 - 02.2018
  • Conducted quarterly store inventory to ensure accurate stock levels.
  • Promoted from sales representative to key holder within three months.
  • Assisted in managing a staff of 10 associates, enhancing team performance.
  • Examined merchandise for correct pricing and effective display.
  • Assigned specific duties to employees based on store needs.
  • Instructed staff on handling difficult sales situations effectively.
  • Generated repeat business through exceptional customer service.
  • Re-ordered inventory when levels fell below predetermined thresholds.

QUALITY ASSURANCE

FIDELITY INVESTMENTS
10.2009 - 11.2010
  • Monitored calls live or through recordings to provide actionable feedback.
  • Promoted effective practices while addressing areas needing improvement.
  • Identified calls not meeting standards and diagnosed underlying issues.
  • Executed training and coaching programs for agents to enhance performance.
  • Evaluated call behaviors for regulatory compliance, cross-selling, and policy adherence.
  • Delivered customer feedback and compliance insights to management for strategic decisions.
  • Facilitated regular team meetings to clarify expectations and respond to inquiries.

SENIOR REP

FIDELITY INVESTMENTS
04.2009 - 10.2009
  • Developed incentives that boosted productivity through rewards for exceptional customer service.
  • Analyzed call volume and average call time to assess representative performance.
  • Conducted performance reviews to reduce resolution time and enhance customer satisfaction.
  • Managed call center staff to consistently achieve customer satisfaction targets.
  • Addressed negative customer feedback professionally and patiently.
  • Defused volatile situations with calm and courteous responses.
  • Prepared detailed reports and communications for senior management and clients.
  • Initiated operational improvements to enhance overall call center productivity.

BENEFIT COORDINATOR

FIDELITY INVESTMENTS
05.2008 - 04.2009
  • Established healthcare plans for corporations, addressing inquiries promptly.
  • Handled high call volumes to improve performance and productivity.
  • Leveraged performance reviews to decrease resolution times and elevate service quality.
  • Demonstrated professionalism when managing negative customer feedback.
  • Consistently met customer satisfaction goals.
  • Calmly diffused volatile customer situations with courtesy.

ESCALATION REP

CONVERGYS
03.2007 - 04.2008
  • Assisted representatives by addressing inquiries during floor-walks throughout center.
  • Handled escalated calls by actively listening, demonstrating empathy, and resolving issues promptly.
  • Facilitated training sessions to minimize escalation calls and provided constructive feedback to representatives.

Education

ASSOCIATE OF APPLIED SCIENCE -

CCBC

Skills

  • Call center operations
  • Time management
  • Data integrity maintenance
  • Problem solving
  • Adaptability
  • Empathy
  • Compliance auditing
  • Safety reporting
  • Quality control
  • Manufacturer communication
  • Team collaboration
  • Coaching effectiveness
  • Attention to detail
  • Regulatory compliance
  • Data analytics proficiency
  • Communication and presentation

Accomplishments

  • Peak Team Lead position in 10/2020 where I managed a team of new hires from the time they started training until they were transitioned to their new supervisors towards the end of the season.
  • One of the 2 top performers on my team

Timeline

PHARMA AUDIT SPECIALIST

WALGREENS SPECIALITY PHARMACY
08.2022 - Current

PATIENT CARE COORDINATOR

ALLIANCERX WALGREENS PRIME
08.2018 - 08.2022

CONTRACTOR

AEROTEK
02.2018 - 08.2018

KEYHOLDER

SHOE DEPT
11.2011 - 02.2018

QUALITY ASSURANCE

FIDELITY INVESTMENTS
10.2009 - 11.2010

SENIOR REP

FIDELITY INVESTMENTS
04.2009 - 10.2009

BENEFIT COORDINATOR

FIDELITY INVESTMENTS
05.2008 - 04.2009

ESCALATION REP

CONVERGYS
03.2007 - 04.2008

ASSOCIATE OF APPLIED SCIENCE -

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Shannon Carroll