Neyla Rayman
Melbourne,Victoria
Summary
Detail-oriented with extensive experience in clinical research, administration, and customer service. Adept at managing trial procedures, ensuring regulatory compliance, and maintaining excellent participant relations. Proven ability to handle administrative tasks efficiently, support project management teams, and maintain accurate documentation. Passionate about contributing to clinical research while leveraging strong organizational and communication skills in an administrative role whilst upholding company values.
Overview
10
10
years of professional experience
Work History
Clinical Unit Assistant
Nucleus Network
08.2023 - Current
- Responsible for executing clinical trial procedures in compliance with approved protocol requirements, standard operating procedures (SOPs), and ICH-GCP regulations
- Maintain accurate and timely clinical trial documentation while ensuring adherence to regulatory standards
- Establish and foster professional rapport with study volunteers to enhance participant experience and engagement
- Monitor and accurately document adverse events and concomitant medications in accordance with SOPs
- Oversee biological sample collection, processing, and tracking to uphold sample integrity and compliance
- Assist in meal preparation, study procedure setups, and overall organization of the clinical unit
- Provide administrative support to screening and project management teams, including blood collection kit preparation, tube labeling, photocopying, source data book setup, and data entry
- Ensure compliance with clinical unit protocols, enforce house rules, and maintain emergency response readiness
- Collaborate with team members to identify operational challenges and develop effective solutions during team meetings
Marketing Assistant
Nucleus Network
08.2022 - 08.2023
- Managing and optimizing the organization's social media presence on platforms such as Facebook, Instagram, and Google; engaging with users and responding to inquiries
- I created and uploaded compelling content using Canva, Craft, and Meta Business Suite to enhance online engagement
- Responsible for maintaining and updating the company website to reflect available clinical studies
- During collaborative Marketing Department meetings, I actively contributed by providing valuable perspectives from my background as a Recruitment Officer
Recruitment Officer
Nucleus Network
02.2021 - 08.2023
- I held the responsibility of recruiting participants for our clinical trials through Salesforce, developing a profound understanding of the pertinent study information and specific inclusion and exclusion criteria for all studies that fell under my recruitment purview
- Worked diligently in alignment with the team’s KPIs, I consistently achieved and exceeded goals related to daily call volumes, talk time, bookings, leads generation via platforms like Calendly, project leads, emails, cancellation percentage, exclusion percentage, and successfully screened percentage
- Flexibility and adaptability by accommodating new timelines for screening and admission dates as necessitated by the business requirements
- A critical aspect of my success lied in cultivating excellent rapport with both existing and new participants
- Engaged in effective verbal and email communication to keep them informed about current and upcoming studies while managing their expectations proactively
Customer Service Specialist
Medibank Private Health Insurance
07.2019 - 02.2021
- I possess extensive knowledge of Private Health Insurance (PHI) policies and regulations
- My role focused on managing a high volume of inbound and outbound calls to generate leads and successfully convert them into sales
- I adeptly communicated with insured individuals, providing them with comprehensive information about premium and deductible payments
- My commitment to exceptional service extended to collaborating closely with the claims department, where I took full responsibility for reassessing and resolving claims, ensuring efficient and satisfactory outcomes for customers
- A significant part of my role involved handling customer complaints and inquiries
- I proactively liaised with customers, hospitals, and doctors to address and resolve complaints promptly, ensuring their concerns were met with the utmost professionalism and care
- I took on the responsibility of investigating and assessing reasons for wishing to change health cover, whilst highlighting features and benefits, addressing objections & providing advice as to positives of PHI
- I was also achieving and exceeding set KPIs monthly in addition to consistently maintaining quality assurance procedures to the full degree
Warehouse/Retail Assistant
Woolworths/Zara/McDonalds
09.2015 - 07.2019
- Woolworths – Working in the online DOS store, I picked quality and accurate items for daily customer orders within a strict time
- I also progressed to become part of the specialist out-of-stocks team by rectifying inconsistencies in customer orders (missing stock, damaged items)
- Zara – I answered product questions with up-to-date knowledge of sales and store promotions
- Along with supporting loss prevention goals by maintaining accurate cash drawers and stock records, and monitoring shopper behaviour
- McDonalds – I worked in a high-pressure environment, undertaking a vast array of customer service and food preparation tasks
- I effectively understood and implemented health and safety standards
Education
BTEC Extended Diploma, Level 3 - Applied Science
Solihull College
08.2017
Ashlawn School
UK07.2014
Skills
- Salesforce
- MS
- Phone screening
- Participant profile management
- Appointment booking
- Communication
- Team collaboration
- Mentoring
- Patient care expertise
- Medical terminology
- Data entry proficiency
- Policy enforcement
Timeline
Clinical Unit Assistant
Nucleus Network
08.2023 - Current
Marketing Assistant
Nucleus Network
08.2022 - 08.2023
Recruitment Officer
Nucleus Network
02.2021 - 08.2023
Customer Service Specialist
Medibank Private Health Insurance
07.2019 - 02.2021
Warehouse/Retail Assistant
Woolworths/Zara/McDonalds
09.2015 - 07.2019
BTEC Extended Diploma, Level 3 - Applied Science
Solihull College
Ashlawn School
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