Marcel Deanna

Detail-oriented and results-driven Investigator Payments professional with hands-on experience at ICON PLC, specializing in clinical trial payment operations, financial data validation, stakeholder coordination, and process compliance. Proficient in Oracle and APeCS, with experience managing payment setup, reviewing Clinical Trial Agreements, bank details, and tax documentation, and resolving complex payment queries and escalations. Successfully completed approximately 3,000 tasks independently, demonstrating strong ownership, accuracy, prioritization, and time management.

Experienced in managing aged and outstanding payments, collaborating with cross-functional teams, training new joiners, and identifying opportunities to improve operational efficiency. Seeking to leverage my expertise in investigator payments, clinical trial operations, stakeholder management, and problem-solving to contribute effectively to a dynamic organization.

Research Analyst at RRDonnelley (2022-09 – 2023-09)

• Managed end-to-end vendor management and payment coordination for subscription and publication services on behalf of clients, ensuring timely processing in line with business requirements and service-level expectations.
• Coordinated with third-party vendors, Procurement, Finance, Accounts Payable, and client stakeholders to facilitate purchase requests, invoice processing, payment approvals, and payment completion.
• Managed high-volume vendor payment requests, prioritizing urgent and business-critical transactions based on deadlines, client requirements, and business impact.
• Proactively followed up with vendors and internal stakeholders to resolve payment delays, invoice discrepancies, missing documentation, and processing issues, minimizing service disruption.
• Handled vendor and client escalations by investigating issues, identifying root causes, coordinating corrective actions, and driving cases through to resolution.
• Served as a key liaison between clients and external vendors, providing timely updates on payment status, pending actions, and expected resolution timelines.
• Coordinated urgent payment requests with cross-functional teams to expedite processing and ensure critical subscriptions and publications remained active.
• Maintained accurate records of vendor communications, invoices, payment requests, approvals, escalations, and resolutions to support operational tracking and audit requirements.
• Monitored outstanding requests and conducted structured follow-ups to improve turnaround time, payment completion, and SLA adherence.
• Reviewed payment-related information and supporting documentation to identify potential discrepancies and ensure requests followed established procurement and payment processes.
• Developed strong vendor and stakeholder relationships through proactive communication, timely issue resolution, and consistent follow-through.
• Identified recurring operational issues and collaborated with internal teams to improve process efficiency, reduce delays, and strengthen vendor payment workflows.
• Delivered high-quality client service and operational support, managing competing priorities while maintaining accuracy and meeting critical deadlines.
• Supported continuous improvement initiatives by identifying process gaps and recommending solutions for vendor coordination, payment tracking, escalation handling, and workflow efficiency.

Investigator Payments Associate at ICON PLC (2023-12 – Present)

• Managed end-to-end investigator payment operations for clinical trials, ensuring accurate, timely, and compliant processing of payment-related activities.
• Independently completed ~3,000 payment and operational tasks, demonstrating strong attention to detail, productivity, and process ownership.
• Set up and maintained investigator/site payment records in APeCS and Oracle, ensuring data accuracy and adherence to established SOPs and quality standards.
• Reviewed Clinical Trial Agreements (CTAs), Payment Bank Details, and W-8/W-9 tax forms to validate required information and ensure documentation was complete and compliant before payment setup.
• Coordinated with investigative site personnel, Project Managers, Study Startup teams, Clinical teams, and Investigator Payments Coordinators to obtain missing documentation and resolve payment-related queries.
• Managed outstanding and aged payments, prioritizing activities based on payment value, currency, urgency, and business impact to support timely resolution.
• Investigated payment discrepancies and escalations, identified root causes, and collaborated with relevant stakeholders to implement timely and effective resolutions.
• Communicated proactively with internal and external stakeholders through email and meetings, providing status updates, clarifying requirements, and managing expectations.
• Organized and facilitated cross-functional meetings to discuss aged outstanding payments, operational challenges, and payment-related queries, driving actions toward closure.
• Prepared and maintained daily operational reports to track task volumes, payment activities, outstanding items, and progress against priorities.
• Supported process updates and knowledge sharing by scheduling internal and external meetings and communicating changes to relevant stakeholders.
• Trained and supported new team members, providing guidance on payment processes, systems, documentation requirements, and standard operating procedures.
• Handled escalations with a strong focus on speed, accuracy, and customer service, identifying practical solutions to resolve urgent payment issues at the earliest opportunity.
• Consistently maintained compliance with company policies, SOPs, and applicable regulatory requirements while processing sensitive financial and clinical trial information.
• Contributed to process improvement initiatives by identifying operational gaps and recommending simpler and more efficient approaches to payment processing and query resolution.
• Demonstrated strong stakeholder management, communication, problem-solving, prioritization, and analytical skills in a fast-paced clinical research environment.

B.com – Stella Maris College

MBA – Loyola College -Twinning Program Pondicherry University