SAP
MACQUEEN SERRAO
Pharmacist | QC | Customer Experience | Model
Mumbai
Summary
Proactive and detail-oriented Bachelor of Pharmacy graduate with experience as an Quality Specialist II in Quality Assurance. Poised to enhance pharmaceutical practices with dedication to exceptional customer care honed through a customer representative role. Complements pharmaceutical proficiency, making an ideal candidate for your organization. Focus on crafting innovative business solutions, committed to enriching team and elevating personal and professional brand value to drive success and growth for both the organization and myself.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Commercial Model and Content Presenter
Hitflik Entertainment Pvt Ltd
08.2024 - 02.2025
- Collaborated with Hitflik Entertainment as a freelance model and actor, delivering high-quality editorial and promotional content through professional on-camera performances and product reviews.
- Secured modelling and acting projects through effective auditioning, casting participation, and a demonstrated ability to engage audiences in promotional storytelling.
- Managed client communications and project expectations, including last-minute meetings, ensuring seamless coordination and tailored content delivery.
Line Trainer
Airbnb, Teleperformance
05.2024 - 08.2024
- Lead in-person training sessions in English for US-based customer support teams, ensuring interactive delivery of Airbnb’s hospitality standards, service policies, and product knowledge.
- Utilize role-play, group exercises, and real-world scenarios to engage agents.
- Develop and update training curriculum for new hire onboarding and ongoing skill development, tailored to the US market and Airbnb’s service ethos.
- Incorporate customer-centered practices, sympathy-building exercises, and effective communication techniques aligned with Airbnb’s commitment to delivering an optimal user experience.
- Onboard and mentor new support agents through comprehensive in-person instruction and coaching.
- Guide trainees in mastering Airbnb’s platform tools (Nova knowledge and atrium), brand voice, and hospitality-focused service practices, ensuring they quickly adapt to US customer expectations and performance benchmark.
- Deliver ongoing in-person development activities for experienced agents, covering advanced skills, product/policy updates, and service best practices.
- Collect feedback and evaluate training outcomes using performance metrics to continuously refine curriculum and uphold Airbnb’s high standards of service excellence.
- Collaborate with cross-functional teams (e.g., Quality Assurance, HR, Product) to align training content with organizational goals and polices.
- Maintain accurate training records and documentation, and champion Airbnb’s host-centric culture in every aspect of customer support training.
Customer Service Representative
Airbnb
05.2022 - 05.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exhibited responsiveness by promptly addressing 30 customer telephone calls per day and requests for products, services, and company information, mitigating on-hold wait times and fostering seamless customer experience.
- Leveraged my expertise in quality management to enhance Airbnb's support protocols, ensuring compliance with industry standards while delivering exceptional service.
- Developed and conducted training sessions on risk management and emergency preparedness for customer support team, equipping them to handle urgent situations involving guests with medical needs with professionalism and efficiency.
- Demonstrated exceptional conflict resolution skills when addressing potentially sensitive medical issues, diffusing tensions and arriving at mutually beneficial resolutions for all parties involved.
Quality Specialist
Teva Pharmaceuticals
05.2021 - 02.2022
- Preparing Product folder and choosing a product from PQR schedule.
- Retrieval of data from various Teva Databases.
- Review of commercial quality and EU 3rd party suppliers PQRs.
- Preparation of PQR summary reports.
- Update in SharePoint for commercial Quality and Teva EU.
- Requesting for unavailable data of PQR to Teva and Actavis-EU and third party suppliers.
- Technical Information related to access for different databases & Applications of Teva.
- Retrieval of data from different shareholders of Teva.
Quality Specialist Trainee
Teva Pharmaceuticals
12.2020 - 04.2021
- Kept inspection journals and daily summary logs as required.
- Developed and maintained quality assurance procedure documentation.
- Completed deviation reports, describing performance outcomes and carefully documenting irregularities or variances from expected outcomes.
- Operated computers, MIS technology and maintenance tracking softwares like SAP, TrackWise, Radar, Qualiteam and Glorya.
Intern Pharmacist
ACG Capsules
06.2019 - 06.2019
- Identified microorganisms present in Microbial samples and cultivated strains to support quality testing.
- Assisted pharmacist by following procedure booklets for Shade department and eliminate any conformity issues.
- Worked as part of team of 5 pharmacy interns.
Education
Bachelor of Pharmacy - Pharmacy
St. John Institute of Pharmacy And Research
08.2016 - 11.2020
HSC - Science
St. Francis D'Assisi Junior College
07.2014 - 06.2016
Skills
Corrective Action and Preventive Action
Certification
02/01/20, Institute of Pharmaceutical Management Course on Intellectual Property Rights, Pharmacovigilance and Regulatory Affair
Accomplishments
- Successfully executed Final Year Project for Invitro Antioxidant and Phytochemical Analysis of Pithecellobium Dulce root extracts.
- Project done for science fest topic 'Home remedies and Antibiotics'.
Affiliations
Member of Students Council at St. John Institute of Pharmacy and Research, Palghar for the year 2017-18 & 2018-19 (Magazine committee)
Software
Microsoft Office
Atrium
Timeline
Commercial Model and Content Presenter
Hitflik Entertainment Pvt Ltd
08.2024 - 02.2025
Line Trainer
Airbnb, Teleperformance
05.2024 - 08.2024
Customer Service Representative
Airbnb
05.2022 - 05.2024
Quality Specialist
Teva Pharmaceuticals
05.2021 - 02.2022
Quality Specialist Trainee
Teva Pharmaceuticals
12.2020 - 04.2021
Intern Pharmacist
ACG Capsules
06.2019 - 06.2019
Bachelor of Pharmacy - Pharmacy
St. John Institute of Pharmacy And Research
08.2016 - 11.2020
HSC - Science
St. Francis D'Assisi Junior College
07.2014 - 06.2016
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