Esli Jones

About Esli Jones

Pharm.D professional working as Member Technical Staff – Post-Market Surveillance (PMS)…

Experience

1. Complaints Handling Associate

   HCLTech

   Apr 2025 — Present · Chennai, IN

   As a Complaint Handling associate at HCLTech, I play a critical role in safeguarding quality, compliance, and customer trust by managing complex product and service-related complaints in the healthcare domain. My work ensures that every concern is addressed not only with urgency but also with precision and empathy-Responsible for end-to-end complaint resolution, from case intake to root cause analysis and closure, ensuring alignment with regulatory and client standards-Collaborate cross-functionally with quality assurance, regulatory affairs, and technical teams to deliver timely and accurate resolutions-Maintain detailed documentation in complaint management systems and ensure full traceability for audit readiness and regulatory compliance-Monitor complaint trends, identify recurring issues, and contribute to preventive and corrective action strategies-Utilize my clinical pharmacy background to bring a unique, patient-centric perspective to complaint evaluation and risk assessment-Act as a communication bridge between stakeholders, ensuring transparency, accountability, and continuous service improvement.I’m passionate about turning feedback into actionable quality insights and ensuring every resolution reinforces brand trust and safety — especially in healthcare, where lives depend on it.