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Customer Service Representative

Winston-Salem, NC
Going rate
March 23, 2018

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Summary of Qualifications

Twenty years’ experience as a customer service representative

Supervised teams to assure project plans were followed

Managed and developed monthly reports

Created training documentation and training matrix, instructor of operators

Meticulous attention and proficiency to detail and clinical documentation

Wide-ranging experience in pharmaceutical processes

Collaborated detailed analysis with suppliers and technical information

Ten years of supervising technical writing groups, SOPs, MPIs and WIs

I would like to join a team and utilize my skills and knowledge.


Established processes to support changes

Maintained files - patient and clinical audit trails

Managed System Workflows and multiple types of PLM/PDM databases

Coordinated global changes, reviews, and patient guidelines

Tracked changes and required actions in database

Enhanced knowledge of clinical patient trainings

Conversed with team members to utilize efficient processes

Maintained team relations to ensure quality control and compliance

CM Certifications

Certified: Agile Administrator – 1997, 2001, Agile Change Cast 2000, SAP R3 certified 1998

ISO 9001, 13485. Certified 2003, GMP Certified 2006, GLP Certified 2007 GXP Certified 2009

Core Strengths

ComplianceWire configured per designing training curriculums

EDMS Documentum, Master Control

ADAPTIV PLM change management software

Agile PLM Database 1.0 through 9.3, Intuitive ERP Client 8.1,

PPM – Project Portfolio Management

SAP R3, MAXIM, QAD – MFG/PRO, JD Edwards, ASK ManMan

Frame Maker 8.0, PageMaker and Photoshop, FileMaker Pro

MS Office 2016: Word, Excel, Access, SharePoint Workspace, PPT, VISIO 2013


Technical Writer

Immunomedics (American Contracting Group) 10/2017 – 01/2018

Regularly monitored and communicated project status tracker reports

Developed a Performance Assessment form and the SOP to implement

Created processes for company training courses in ComplianeWire

Provided documentation reviews to implement changes

Collaborated with team on solving problems and techniques

Established project timelines and resources available within the company

Coordinated customer service support to all departments

Implemented projects based on company direction

Assessments of training documentation for FDA audit trails

Technical Writer

Wells Fargo Financial Services (ettain consulting group) 08/2017 – 10/2017

Documented for coordination with new processes and digital screen changes

Developed and maintained training materials for global documentation

Coordinated revision changes by document owners of Global standards

Collaborated with SMEs for documentation needs and changes

Customer Service Representative

Copy Master Graphic Press (San Jose, CA remote management) 03/2016 – 08/2017

Managed standards, WIs and the process instructions

Coordinated the documentation department for company shut down

Collaborated with team for customer service changes

Supervised reports and metrics with document updates and changes

Customer Service Change Representative

Endo Pharmaceuticals (Spectraforce Technologies Staffing) 03/2015 – 03/2016

Business Change Analyst/Master Control coordinator for implantation

Collaborated on solving problems and technique changes

Supervised document requirements for technical publications

Responsible for quality processes, change requests, standards, department training

Trained system users in company documents processes and WIs

Project Coordinator/Technical Writer

DePuy Synthes, - J&J division (ALKU Consulting) 08/2013 – 12/2014

Wrote and tested ADAPTIV PLM user’s guide and system procedures

Supervised rewrite of complaint handling and adverse event reporting processes

Defined and analyzed documents for problem solving sources

Edited standards in Frame Maker, Adobe PageMaker, Visio, PowerPoint designs

Coordinated documentation in compliance with adverse/compliant handling

Project Coordinator

MAP Pharmaceuticals, Mountain View, CA 03/2012 – 02/2013

Team collaboration process improvements, wrote WIs and edited standards

Collaborated with team for customer service updates

Supervised documentation for implementation changes

Wrote customer service guide, uploaded documents to SharePoint

Managed documents and updated documentation

Project Coordinator

Stryker Neurovascular, Fremont, CA (Maetrics consulting) 09/2011 – 02/2012

Wrote and edited documents for stents and hospital beds

Collaborated with members for customer service updates

Teamed to create clinical processes, updated/revised documents

Supervised standards WIs updating team to current processes

Training Coordinator

Oraya Therapeutics, Newark, CA 06/2008 – 08/2011

Coordinated documents and reports for product changes

Prepared documentation for clinical trials, wrote product documentation

Database management for user friendly set-up

Facilitated strong leadership, interpersonal communication and decision-making skills

Documentation Analyst, Boston Scientific, Fremont, CA 07/2006 – 05/2008

Customer Service Analyst, Allied Telesyn Inc., Sunnyvale, CA 05/2000 – 07/2006

Customer Service Analyst, Palm Computing Inc. San Jose, CA 10/1996 – 04/2000

Customer Service Analyst, WYSE Technology, San Jose, CA 02/1985 – 09/1996


Bachelor of Science in Communications (University of Phoenix, candidate 2018)

PMP Certification (Candidate for 2018)

AA Degree in Education, West Valley College, Saratoga, CA

Experience related certifications: CQA, CQE and CRE

Volunteer Affiliations

ASQ – Committee Member, training course instructor – 2008 – 2013

ISO 9000, ISO 13485, Manufacturing and Safety training course instructor – 2008 – 2017

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