CUSTOMER OPERATIONS AND SERVICE SUPERVISOR

QUALIFICATIONS PROFILE

Goal-driven and performance-focused professional with broad-based experience in all aspects of technical services delivery, customer service, product launches, and operations management. Concept-to-execution driver and hands-on leader; keynoted for identifying and delivering technical solutions, analyzing client requirements, and developing strategic plans toward productivity and process improvements. Adept at creating standard operating procedures (SOPs) and applicable federal and local regulations, as well as HR policies to ensure compliance of day-to-day activities. Highly communicative team leader and subject matter expert with proven ability to present technical materials and product details to diverse audiences and end users at all levels of technical proficiency. Equipped with problem-solving and critical thinking aptitudes, combined with effectiveness in cultivating positive relationships and completing tasks in collaboration with clients, cross-functional teams, management, and diverse individuals.

AREAS OF EXPERTISE

Project Management Client Services and Relations User Training and Support Quality Assurance

Technical Documentation Employee Engagement Regulatory and Standard Compliance Process Improvement

PROFESSIONAL EXPERIENCE

Physio-Control Redmond, WA

Senior Customer Service Supervisor, Technical Services Aug 2013–Present

Function effectively as hiring manager of 6 to 10 technical support representatives in charge of processing requests from clients involving internal, external, international, and domestic; Food and Drug Administration (FDA) regulatory compliance requirements, Health Insurance Portability and Accountability Act (HIPAA) laws, business needs, company policies, and current procedures

Keenly monitor and record daily, quarterly, and yearly key performance indicators (KPIs) to be submitted to the management through Avaya reporting system and Microsoft Office tools

Serve as Avaya Call Center administrator responsible for communication and oversight of expectations on work quality and accuracy, as well as key productivity metrics in alignment with service level achievements

Maintain active involvement as part of business owners and the Implementation Team handling training, testing, and execution of ServiceMax and Salesforce CRM

Keep detailed documentation of all quality business requirements (QBRs), technical support processes, and change orders within multiple departments and users

Closely collaborate with all field service district managers regarding process changes, requests, and escalations

Led the development of 2 quality and 12 operation procedures for the enhancement of quality system processes and standard operating procedures

Served as driving force in successfully reducing customer interaction time from 20 to 5 minutes as well as decreasing headcount while continuously meeting customer needs

Technical Specialist Team Lead Feb 2013–Aug 2013

Took charge of process development, improvement, and documentation to effectively execute best practice procedures throughout the Technical Support Department

Facilitated the professional development of team members toward consistent performance and attainment of department and individual performance standards

Acted as representative of technical support for all cross-functional projects and meetings, as well as key point of escalation on field issues encountered and for technical support team members

Presided over training to newly hired employees and tenured staff to ensure their work compliance with procedures and processes and to reduce training gaps

Associate Technical Specialist Jul 2011–Feb 2013

Provided prompt response to multiple incoming inquiries from customers regarding product operations, specifications, troubleshooting, warranty questions, parts/accessories identification, and general product questions in a call center environment

Held accountability in ordering parts and issuing warranty on returned parts for units requesting service; and in overseeing and answering all inquiries posted on technical support inbox within the required service level agreement

Demonstrated expertise in call handling and processing within the department

Cardiac Science Corporation Bothell, WA

Technical Support Specialist II Mar 2008–Jul 2011

Conducted documentation of customer service inquiries to determine trends that affected products and provided feedback to Service, Sales, Marketing, Regulatory, and Engineering teams

Fulfilled key functions as product specialist for non-evasive heart monitoring systems; technical service specialist for product development and risk analysis; signor for product change orders; and main point of contact for all escalations about customer issues, management, and engineering teams

Executed training for internal new hires and external biomedical and national field service engineers as well as for team members regarding internal software released for customer and incident documentation

Generated process documents detailing each process used by field service, administration, customer service and tech support; field change orders in Agile for notification of product changes and issues; and customized reports based on customer request

Conceptualized design for antenna to be installed and moved in the new facility

Developed and configured electronic medical record (EMR) interface connections and carried out system logs analysis to identify and resolve root cause of system errors while providing remote support for contract and warranty customers

Earlier Positions Held:

Technical Support Representative I and II

EARLIER CAREER

Cingular Wireless Redmond, WA

Product Support Specialist Representative III

AT&T Wireless / Cingular Wireless Redmond, WA

National Business Services Phone Representative II

IBM, International Business Machines Global Services Seattle, WA

Service Lead Coordinator, IMAC Services – Seattle and the Northwest Region

Puget Sound Center for Teaching, Learning, and Technology Bothell, WA

Technical Support

EDUCATION

Associate of Technical Arts in Network Technology – Edmonds Community College Lynnwood, WA

Dean's List Phi Theta Kappa

Computer Service Technician Certificate – Edmonds Community College Lynnwood, WA

CERTIFICATIONS

Quality System Requirements and Industry Practice Certification: Mar 2010

Association for the Advancement of Medical Instrumentation (AAMI)

A+ Certification: Jan 2001

CompTIA

Business Excellence Certification: Feb 2016

Physio Control, Inc.

AWARDS

Big Wheel Award: 2012 and 2014 – Physio-Control Service Excellence Award: 2010 – Cardiac Science

TECHNICAL SKILLS

ERP CRM Engineering and Ticketing Systems SyteLine QAD McAfee eCentral

SalesForce.com (SFDC™) Microsoft Office Applications Agile

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