Customer Service Quality Control

Peggy Borgese

Cedar Grove, NJ . 201-***-****

************@*****.*** . www.linkedin.com/in/peggyborgese

SUMMARY

Senior Administrative Professional with extensive experience in office

management, customer service and project management. Recognized for

providing outstanding service and support, superior follow-up, detailed

documentation and vendor relations to a global customer base and internal

departments.

PROFESSIONAL EXPERIENCE

HOFFMAN-LAROCHE, Discovery Technologies, Nutley, NJ

Office Coordinator 1994 - 2013

Coordinated team in preparation and global delivery of synthesized

compounds to 6 global sites and outside investigators (outsourcing

partners, hospitals, colleges, NIH, government institutions).

LOGISTICS

. Managed the supply and distribution of inventory and library items

globally. Collaborated with inventory team to monitor inventory levels

and replenish appropriate products.

. Allocated, monitored and adjusted resources to meet changing delivery

needs.

CUSTOMER SERVICE

. Provided 24 hour turnaround on 85% of all request applications,

ensuring project team timelines were met while maintaining data

integrity.

. Performed market analysis and determine customer demands.

. Determined customer needs and communicated to management.

. Scheduled monthly forecast meetings with all customers as required.

TRAINING & DEVELOPMENT

. Trained users on new software.

. Trained direct reports on newly established laboratory journal

process.

. Encouraged team to invest time and recommend process improvements to

make their jobs easier.

PROCESS IMPROVEMENT

. Liaison with internal and external partners for daily operational

activities, soliciting customer and associate feedback to identify

program improvements.

. Collaborated with teams to achieve a central assay testing process,

resulting in improved efficiency and reduced headcount

. Analyzed current or past data with astute problem solving skills to

ensure quality control.

. Experienced in working with the company's Intellectual Property

. Located, registered and microfilmed 10,000+ l journals to create a

searchable database.

.

TECHNICAL SKILLS

MS Office & Windows

SAP-Ariba

EDUCATION

BS, Business Management, Summa Cum Laude - Fairleigh Dickinson University

AAS, Computer Science - Bergen Community College

TRAINING

GMP Training - March 2013

GLP Training - March 2013

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