Magdalena Mc Carthy

Experience

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  Idea Telecommunications

  Jun 2003 - Jul 2004

  Sales Executive

  •Training and mentoring of new staff and managing the team •Performing sales of mobile phones, accessories, calling cards and broadband plans•Meeting sales targets•Handling customer enquiries

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  ICON Central Laboratories

  Apr 2006 - Apr 2011

  •Providing technical support via phone, e-mail and fax to Investigator Sites, CRA's and Sponsors on questions or issues pertaining to protocol requirements including collection instructions, shipping, supplies and testing in call center environment. •Monitoring of clinical studies. Providing support and respond to ICON’s key Client inquiries in an accurate and timely manner in accordance with Good Clinical Practice and company Standard Operating Procedures, with an emphasis on maintaining customer satisfaction. •Providing and fill emergency requests for supplies, courier requests including investigating courier delays and arranging emergency couriers, to include sending courier related queries to the logistics team, etc. •Investigating problems related to subject visits, until resolution is complete, by issuing outgoing queries, addressing incoming queries/answers from sites as well as responding to internal queries.•Reviewing study reports pertaining to Visits received•Evaluating and analyzing issues or questions from Investigator Sites, CRA and Sponsors.•I also assisted with the training and mentoring of new staff that join the company and managing the team on a weekly basis which involved the responsibility of distribution and completion of weekly tasks and a weekly progress report•Taking a part in writing SOP for Site Services Department•Participating in CLW, Pre-database lock meetings Show less

  • Site Services Specialist II

    Oct 2007 - Apr 2011

  • Clinical Sample Processor II

    Apr 2006 - Sept 2007
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  Arvato Finance Services Ltd

  Mar 2012 - Aug 2012

  Microsoft Transactional Specialist

  • Validating contractual information, entering and coordinating Agreements/Enrollments/Letters • Maintaining strict service levels with client activities• Providing resolutions on queries within agreed service levels • Reviewing Agreements & Orders to ensure all legal requirements are met & documentation is complete • Completing analysis and investigation of queries related to specific Microsoft Business Programs, Agreements and Contracts.• Keeping accurate records of business activities including detailed information on Agreements/Orders exceptions and queries, outstanding problems & executive approvals as outlined by Legal & Finance Show less

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  ICON plc

  Aug 2012 - Jun 2019

  Senior Project Support Analyst (Interactive Technologies)

  •Preparing project summary reports and analyses related to project support activates•Reviewing Design Documents and monitoring the quality of each assigned project to ensure the systems are performing as expected. Including the monitoring and resolution of issues to ensure that they are being addressed within specified timelines and within quality expectations•Preparing ad hoc Data Transfer Forms as per urgent client requests•Analyzing project effectiveness •Working on IVRS/IWRS Dephi, Reconfigurable and Configurable platforms •Creating Call Center Guidelines and Site User Manuals •Performing project support activities•Resolving critical/complex Call Centre requests•Monitoring the quality of each assigned project to ensure the systems are performing as expected. Including the monitoring and resolution of issues to ensure that they are being addressed within specified timelines and within quality expectations•Maintaining the confidentiality of the project information as appropriate Show less

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  4G Clinical

  Jun 2019 - now

  • Support Services Manager (IRT)

    Jan 2022 - now

  • Sponsor Support Analyst

    Nov 2020 - Jan 2022

  • Business System Analyst

    Jun 2019 - Nov 2020