Customer Service Quality Assurance

GRACE Y. AYITEYFIO

**** ******* ****** ****. ***# 235

Suwanee, GA 30024

(HM) 678-***-****

ANALYST, STRATEGY & BUSINESS OPERATIONS

A highly motivated strategic thinker with a passion for organizational

transformation: A proven track record in identifying performance

improvement opportunities and improving business operations processes and

organizational effectiveness. A leader fully focused on achieving

strategic goals that makes vision a reality. Great ability in building

trust based relationships with internal and external customers and

committed to continuously deliver superior service. Seeks a challenging

opportunity with a company committed to Integrity, Excellence, Innovation

and Continuous Education.

KEY STRENGTHS

Problem Solving Process Improvement Planning

Data Analysis Root Cause Analysis Project Management

Data Management Producing Reports Customer Relationship Management

Process Analysis Producing Documentation Advanced Knowledge of Microsoft Word,

Excel, Access, PowerPoint and

Relational Databases

PROFESSIONAL EXPERIENCE

OCTAPHARMA PLASMA, INC. (FORMERLY LIFE THERAPEUTICS), CLARKSTON, GA

02/18/2008 - 11/27/2009

Planning/Purchasing Coordinator

. Managed the planning and procurement of medical supplies for Plasma

Collection Centers with excellence. Enhanced the Material Resource

Planning (MRP) Tool, a Microsoft Excel Module, and accurately

forecasted the best level of inventory for production resulting in

adequate capacity to meet demand and cost savings due to

elimination of expedited orders.

. Intelligently analyzed operations report from the Finance

department and made thoughtful strategic decisions.

. Analyzed supply consumption, costs, quality, suppliers and other

information to facilitate effective management reporting, financial

reporting and verification and compliance with supplier agreements.

. Collaborated with Business Units to address issues involving

purchasing systems, purchase orders, inventory, material delivery,

suppliers, material issues/concerns and assisted with identifying

and implementing process improvements and potential efficiencies in

the purchasing process.

. Managed three Supply Chain Projects: Supported integration efforts

of new plasma centers in 2009. Coordinated the activities relating

to purchasing and ensured continuity of service at newly acquired

centers. Evaluated vendor pricing, product quality, delivery lead

time and service level for the selection of key vendors for new

centers. Worked with Supply Chain Director and key suppliers to

define requirements for an automatic web-based ordering system.

Evaluated the performance of the system to ensure accurate forecast

of materials for production. Scheduled training sessions for

Plasma centers with a key Supplier on using the ordering system.

Managed the creation of order templates for all plasma centers on

supplier website.

. Synchronized activities through shared information with all parties

in the supply chain through process alignment. Maintained close

working relationships with vendors and Business Units to ensure

thorough communication, efficient problem solving, and the accurate

delivery of product.

. Trained/mentored Plasma Centers, Central Testing Laboratory, and

Corporate on purchasing approaches and procedures and effective use

of purchasing systems.

Supply Chain Analyst

. MANAGED PRODUCT SUPPLY THROUGH CUSTOMER DELIVERY. ENSURED FIRST TIME

QUALITY ON COORDINATION OF SHIPMENTS IN LINE WITH CUSTOMER

SPECIFICATIONS AND TO ACHIEVE ON-TIME DELIVERY OF SHIPMENTS.

. MAINTAINED CUSTOMER ACCOUNT SPECIFICATIONS AND ACCURATELY DEVELOPED

DOCUMENTATION FOR PRODUCT SHIPMENTS ACCORDING TO CUSTOMER

DOCUMENTATION REQUIREMENTS.

. ENSURED THE HIGHEST QUALITY OF EXCELLENT CUSTOMER SERVICE THROUGH

REGULAR CONTACT WITH CUSTOMERS ON INQUIRIES, COMPLAINTS, AND

PRODUCTION UPDATES.

. PROVIDED FINANCE DEPARTMENT WITH PRODUCT SHIPMENT PAPERWORK FOR

INVOICING PURPOSES. INVOICED ALL ORDERS FOR DISTRIBUTION TO ENSURE

TIMELY PAYMENT FROM THE CUSTOMER.

. INTERACTED WITH REGULATORY AFFAIRS/QUALITY ASSURANCE TO ENSURE

REGULATORY COMPLIANCE AND PROPER ADHERENCE TO QUALITY PROCEDURES.

. PARTICIPATED IN THE DEVELOPMENT OF DEPARTMENTAL GOALS AND OBJECTIVES.

IDENTIFIED DEPARTMENTAL PROCESSES, PROCEDURES, AND FORMS REQUIRING

REVISION TO ENSURE CONSISTENCY AND COMPLIANCE.

. ASSISTED IN MAINTAINING THE ESTABLISHED QUALITY SYSTEM UNDER ISO, FDA

AND CGMP GUIDELINES.

. COORDINATED WITH THIRD-PARTY COMPANY FOR THE TRANSFER OF PRODUCTS INTO

CUSTOMER ACCOUNTS AT THE CONSOLIDATED WAREHOUSE.

. MANAGED CUSTOMER REQUEST FOR BACK-UP SAMPLES. WORKED CLOSELY WITH

PLASMA COLLECTION CENTERS TO ADDRESS SHIPMENT PAPERWORK ISSUES AND

ALSO TO FULFILL CUSTOMER REQUEST FOR BACK-UP SAMPLES IN A TIMELY

MANNER.

HORIZON STAFFING, INC, JONESBORO, GA

CONTRACTOR ENGAGEMENTS, 04/2002 - 12/2005

DHL DANZAS AIR & OCEAN, ATLANTA, GA

Credit & Collections/Unapplied Cash Analyst

. WORKED CLOSELY WITH CREDIT AND COLLECTIONS MANAGERS AND ANALYSTS IN

MAINTAINING CUSTOMER ACCOUNT PORTFOLIOS.

. Performed analysis and accurate assessment of open invoices ensuring

compliance to customer invoicing and payment requirements. Researched

and resolved accounts with outstanding payment issues utilizing

Account Receivable and Billing systems. Updated customer accounts with

transaction comments in Account Receivable system.

. Developed reports to track past due accounts, short paid accounts, and

accounts that are in dispute.

. Worked on special projects to resolve account receivable issues:

provided documentation, credit memo, and revised invoice to customer.

. Assisted Cash Application Manager in resolving unapplied cash data in

the Accounting System. Researched unapplied cash data on customer

accounts to identify the correct invoice the customer is paying.

Generated reports with correct invoice information and successfully

applied payment to customer account.

. Reduced unapplied cash payments in the Accounting System by 90

percent.

Bank of America, Atlanta, GA

Quality Assurance Analyst

. Identified and resolved IRS tax processing issues.

. Reviewed processed checks and vouchers against the master list and

accurately corrected all errors.

. Thoroughly examined checks and vouchers to ensure that endorsement and

encoding amount are clear.

Eloyalty Corporation, Lake Forest, IL

Consulting Engagements, 08/04/1997 - 09/30/2000

GENERAL MOTORS (GM) NORTH AMERICA, MICHIGAN

Business Analyst

. Played a key role in the study of consolidation opportunities, best

practices and establishing performance metrics.

. Assessed a representative sample of GM call centers to identify

purpose, customers served, expectation for action, issues, and unique

functions.

. Identified opportunities for consolidation of common customer

experiences. Evaluated how current technology would be utilized in a

consolidated environment. Provided recommendations to consolidation,

strategy and timing.

. Defined data requirements and designed a process tool for capturing

business processes.

. Provided support for tool testing, documentation, and other support

for user training.

. Resolved exception-processing issues with process and operations team.

. Maintained observation database. Consolidated all observations and

developed reports for process analysis, process mapping, process

redesign, and development of detailed designs and procedures.

Ameritech/SBC Communications, Inc., Schaumburg, Illinois

Consultant - Business Analyst

. Worked closely with Management on the Mini EXCEED project to improve

operational efficiency.

. COLLECTED DATA ON STORE OPERATIONS AND CUSTOMER EXPERIENCE AT SEVERAL

AMERITECH CELLULAR SERVICE STORES. ANALYZED DATA AND IDENTIFIED

OPPORTUNITIES FOR IMPROVING OPERATIONAL EFFICIENCY AND CUSTOMER

SATISFACTION.

. PRESENTED KEY RESULTS, FINDINGS AND RECOMMENDATIONS TO MANAGEMENT,

WHICH ENABLED CUSTOMER OPERATIONS AND RETAIL OPERATIONS IN

BENCHMARKING THE CUSTOMER EXPERIENCE IN VARIOUS AMERITECH CELLULAR

SERVICE STORES, IDENTIFYING SPECIFIC PROCEDURAL, SYSTEMS, STAFFING, OR

TRAINING OPPORTUNITIES, AND CREATING A HIGH LEVEL OF SATISFACTION WITH

CUSTOMER SERVICE.

SALLIE MAE (FORMERLY USA GROUP), INDIANA & ARIZONA

Business Process Analyst

Conducted operations assessment and led the data gathering efforts.

Coordinated with Customer Service Center Managers and discussed key

requirements.

Developed business requirements, analyzed business processes and

identified opportunities for process improvement.

Customized a process tool with USA Group specifics and collected

business data.

Provided training to eight Systems Analysts on using the process tool

to collect data.

Maintained all data and designed reports for process analysis, process

mapping, process redesign, and development of detailed design

documentation. The completed documentation resulted in the

development of a Customer Relationship Management (CRM) system to

effectively serve customers.

Goldman Sachs & Co, New York, NY

Business Process Analyst

. Worked closely with Project Managers, Database Architects in

developing conceptual and logical data models and analyzing data to

support development of a web-based business application to effectively

serve customers. Communicated project issues to business owners.

. Worked with project teams to develop detailed specifications for

application functionality. Determined data requirements for web-based

application.

. Translated business requirements into functional specifications for

technical development team.

. Assisted developers in the resolution of programming issues that

resulted in successful implementation of code and testing of the

desktop application.

Kaiser Permanente, NE

Business Analyst

. Supported Stargate Protocols and Guidelines application used for

maintaining triage data in Access database. Created new data with

question and answer triage structure, as well as modifying existing

data.

Blue Cross Blue Shield of Minnesota, Minneapolis, Minnesota

Business Analyst

. Provided support for unit testing and integration testing for all

portions of desktop application.

. IDENTIFIED ROOT CAUSE OF SYSTEM ERRORS AND PROVIDED CORRECTIVE

SOLUTIONS IN A TIMELY MANNER.

. PRODUCED DOCUMENTATION FOR THE TECHNICAL DEVELOPMENT TEAM FOR

APPLICATION ENHANCEMENTS.

. HELPED RESOLVE CONFLICTS BETWEEN TECHNICAL FEASIBILITY AND BUSINESS

REQUIREMENTS.

SONICAIR, A SUBSIDIARY OF UNITED PARCEL SERVICE (UPS), LOUISVILLE, KENTUCKY

Database Reporting Analyst

. Worked closely with development group and senior management to

understand objectives, strategic initiatives, business needs and

levels of satisfaction.

. Utilized Cognos Impromptu 5.0, a database reporting tool, to query off

Vantive Field Service Database (Oracle 8i). Designed, developed, and

implemented reports for management resulting in the implementation of

processes and systems that enabled the selling of service repair and

logistics to new external customers and growth of revenue.

National Life of Vermont (NLV) Montpelier, VT

Programmer/Analyst

. Played a key role in the design and development of a new business

application that provides a common front-end to legacy mainframe

applications.

. Utilized PowerBuilder development tool and Bentley Universal Interface

Module (UIM), component-based techniques, visual screen scraping

tools, and sub-system interfaces.

. Worked closely with NLV technical staff to develop code for user

interface and business rule processing.

. Conducted several review sessions with users and NLV staff on business

rule implementation. Worked closely with database architect to ensure

that all application requirements are understood and accounted for in

the logical data architecture.

TECHNICAL SKILLS SUMMARY

Application Programs: Microsoft Office Professional Edition 2003 (Excel,

Word, PowerPoint, Outlook)

Workplace Version 10

MICROSOFT DYNAMICS GREAT PLAINS PROFESSIONAL VERSION

10

WORKFLOW SOFTWARE VISIO PROFESSIONAL 5.0, MICROSOFT PROJECT

PACKAGES:

DATABASES: MICROSOFT ACCESS, SQL SERVER, ORACLE 8I

OPERATION SYSTEMS: WINDOWS 95/98/2000/NT/2003/XP PROFESSIONAL VERSION

2002

SYSTEMS ANALYSIS/DESIGN: PROFICIENT IN ANALYZING REQUIREMENTS AND CREATING

DESIGN SPECIFICATIONS.

EDUCATION

Bachelor of Business Administration, Computer Information Systems, June

1997

Georgia State University, Atlanta, GA

PROFESSIONAL DEVELOPMENT

. Research and Analysis, a thorough study of biblical principles through

the Bible, Atlanta, GA (non credit), 01/09/2006 -05/31/2007

. General Management and Leadership, through Management and Leadership

books from Clayton County Library, Stockbridge, GA (non credit),

07/07/2003 - 12/20/2004

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