Alexis Smith

Managed a team of six specialists handling product complaints, recalls, and adverse events for Class II/III medical devices, ensuring compliance with FDA 21 CFR 820, ISO 13485, and global regulatory standards. Acted as the primary point of contact for healthcare providers, resolving high-priority complaints and coordinating recalls. Oversaw complaint intake, triage, and investigation processes usi

Managed inquiries from members, providers, and agencies regarding product information, benefits, claims resolution, and eligibility in a call center environment, ensuring timely and accurate responses using OnBase and Salesforce. Proactively developed and delivered educational materials and presentations about various health, financial, and self-service programs, enhancing stakeholder understandin

Facilitated efficient service delivery by conducting follow-ups with customers via email and video chat, ensuring clear communication and resolution of inquiries. Executed mission-critical identity verification processes to support technical users across video and email platforms, enhancing security and user confidence. Collaborated with customers and vendors to troubleshoot identity verification

Acquired and maintained in-depth knowledge of relevant product offerings and support policies, enabling the delivery of technically accurate solutions to customers. Utilized Salesforce to create and manage cases, maintaining meticulous documentation that contributed to a 98% customer satisfaction rating. Identified and analyzed customer needs to inform and drive improvements in product development

Completed a Bachelor of Science degree in Journalism and Mass Communication. This program provided a strong foundation in communication principles and media practices.