Customer Service Quality

Michelle Reyna

********.*****@*****.*** **** Indiana Ave Columbus, OH 43202 419-***-****

EDUCATION

The Ohio State University Columbus, OH

Bachelor of Science in Nutrition in Industry June 2010

Minor in General Business

EXPERIENCE Columbus, OH

Abbott Nutrition

EAS Quality Coordinator January 2012- Present

Feeding Expert Quality Coordinator April 2011 – Present

Feeding Expert Representative July 2010 – April 2011

• Support a positive public image of Abbott Nutrition by possessing the skill set to effectively communicate with over

12,000 consumers and health care professionals from all cultures and socioeconomic levels.

• Assess nutritional needs of infants, toddlers and adults to soft sell suitable Abbott Nutrition products based on

tolerance issues or nutritional goals. Continuously exceed expectations with goals set by management to achieve

business objectives.

• Respond to inquiries related to Abbott Nutrition products, performance and maternal nutrition questions that helped

promote brand retention.

• Collect, investigate and resolve quality concerns by gathering all pertinent information while utilizing multi-tasking

skills and demonstrating professionalism.

• Documented over 2,533 complaints with 99.41% accuracy in a manner that is in accordance with the FDA regulations

and Abbott policy.

• During a heightened crisis situation that dealt with many confrontational phone calls, provided exceptional customer

service and restored individual concerns that made consumers continue to use Abbott Nutrition infant formulas

instead of switching to competitor brands.

• Built outstanding rapport with consumers that allowed me to connect and address their inquiries and concerns.

Continually recognized by management for my rapport building capabilities through monthly evaluations and

customer satisfaction surveys.

• Selected for departmental committee that is responsible for budgeting and planning holiday events that recognize the

hard work and dedication that is provided by the Feeding Expert department.

• Recognized by management for handling the highest volume of calls in the department with quality customer service

by receiving an award, “Thank you for always going above and beyond in taking a significant amount of calls for both Feeding

Expert and EAS. Your phone efficiencies are outstanding and you are always putting the consumer first. Your contribution to both FE

and EAS lines is very appreciated.”

Cardinal Health Fitness Center Dublin, OH

On-call Staff Member March 2010- April 2011

Student Intern January – March 2010

Aided with the development of health and fitness promotion by recruiting new members and responsible for performing

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health assessments.

Designed promotional materials to invite and interest fitness members to attend the nutrition classes. Personally created

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weekly nutrition classes and taught health topics to members about frequently asked questions about general health topics.

Organized and implemented special projects, such as “Member Appreciation Day” and “March Fitness is Madness” that

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provided members with weekly incentives to work out at the gym. Responsible for reaching out to other companies for weekly

donations and grand prizes.

LEADERSHIP & ACTIVITIES

Friends of Alum Creek Dog Park

Volunteer

• Organized the t-shirt design and collaborated with peers in the organization for the summer fundraising event.

Ohio State Medical Center

Student Volunteer

• Assisted Business Administrative members by organizing confidential documents and assembling H1N1 medical kits.

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