Dina Cabral

Experience

• 

  Sainsbury's

  Dec 2010 - Mar 2016

  Customer Assistant

  Main responsibilities whilst at Sainsbury’s were to serve customers on tills, cash handling, stock replenishment and counting. In addition to this, I had the responsibility of managing others and supervising the checkouts.Key duties included:Managing tills and any problems with clientsProviding outstanding customer serviceCash handling with team leaders and managersStock replenishment and counting to ensure great service was deliveredDealing with difficult situations in a calm and polite manner Show less

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  Parexel

  Jan 2016 - Dec 2018

  Customer Care Representative

  Within my role at PAREXEL Informatics I was responsible for providing system support to a wide range of different user types that make up a Clinical Trial.Key duties included:Answered phone calls and dealt with clients and their queries, as well as using English, Portuguese and Spanish languages to communicate with clientsProvided first-rate customer service and delivered a positive and meaningfulservice both to the internal and external clientsWorked within a team and departmentOffered support and resolutions to products, projects and service-related issuesResponsible for ownership of issues, as well as troubleshooting, following through from start to finish and ensured all parties involved are informed of status updates.Used several complex IT programs, software, and in-house platforms to data manage an array of global clinical trials.Met goals in fast paced environment and able to met goals with accuracy. Show less

• 

  CALYX

  Dec 2018 - Jan 2021

  Associate Technical Support Analyst

  Within my role at PAREXEL Informatics I was responsible for providing system support to a wide range of different user types that make up a Clinical Trial. It is vital that I ensured issues are handled within SLA and that quality is not compromised, to protect the safety of patients and the efficacy of a trial.Key duties included:Managed and assigned the daily tasks for everyone in the team and assist with triaging if required.Helped managed any occurring issues within the team or with customer queries whenever necessary.Supported in reviewing quality within tickets to ensure great service is delivered.Assisted with Mentoring/Training new hires and have been involved with the hiring process by doing the test calls with new hires.Main contact and driver for help when systems go downAnswered phone calls and deal with clients and their queriesProvided first-rate customer service and deliver a positive and meaningful service both to the internal and external customerWorked within a team and department Offered support and resolve product, project and service related issues Responsible for ownership of issues, troubleshoots, following through from start to finish and ensured all parties involved are informed of status updates. Used a number of complex IT programs, software, and in-house platforms to data manage an array of global clinical trials. Met goals in fast paced environment and able to meet goals with accuracy Show less

• 

  IQVIA

  Jan 2021 - now

  Within my role at IQVIA, my main responsibilities are:Act as main point of contact for the client during study maintenanceManage study and Program budgets, Change Orders (COs) as requiredProactively review supply strategy for improvements and identify risksPeriodically review study data to identify trends or issuesWork with APM to author data change requests based on Client’s requestCoordinate the implementation and review of the data changesReview helpdesk tickets that get escalated from APM teamInitiate updates to helpdesk study guidesTake leadership on study programs or client accounts to define standards, lessons learned, support sales and be part of SME teamsWork with APM to write study user guidesInvestigate issues and manage them through to resolutionProvide peer-level training, mentoring of new hires and Jr. PM Staff, and give formal technical training sessions.Participate in Investigator meetings, bid defenses, quarterly business reviews with clients; and support both client and qualification auditsImplement system change requests if needed Show less Within my role at IQVIA, I was responsible for providing system support to CSPMs on technical IRT tasks and there by significantly improved the efficiency, quality and turnaround time.Key Duties Included:Provide issue management investigation support. Supported PMs in client interactions, where required, providing technical input for issue resolution. Interactded with delivery support teams and lead investigation oversight to resolution. Supported PMs with High Complexity Data reconciliation. Coordinated data extractions from systems which requires technical understanding and/or high-risk/sensitive areas. Knowledge Base Maintenance Managed global change requests with support from Project Associate team – Initiated investigations and cascade to Project Manager’s and provide support/input for User Requirement updates. Contributed to Streamlining and industrialization of process’s within the PM Group and feedback to PM Group management as needed Coached, training, and mentoring of Project Associates as needed, including ticket and data change request reviews Show less

  • Client Services Project Manager

    Aug 2023 - now

  • Project Management Analyst

    Jan 2021 - Aug 2023