Customer Service Quality Control

JANET HAND

* ******* ***. ******, ** *****

978-***-**** ***********@*****.***

PROFESSIONAL EXPERIENCE

Site Manager, RICOH (formerly IKON Office Solutions) @ PAREXEL International July 2010 to present

• Staffs, manages and motivates a team of 7 that oversee the non-core logistic functions in a client service environment

• Directs workflow and quality control on multiple clinical study printing projects

• Ensures production and delivery timelines within expedited time frames for study materials for initiation visits

• Analyzes clinical documents for errors and omissions with a high level of thoroughness before print production

• Coordinate and track clinical material shipments to clinical sites and follow up as needed

• Perform inventory checks and maintain inventory levels of packaging and distribution

• Continually update and implement SOPs and ensure adherence to policies and procedures and establishes document efficiency

• Maintains staff by recruiting, orienting and training employees and ensures consistent communication with client contacts and departmental

staff

• Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer problems and

identifies trends and recommends operational improvements

• Administrator for web-based shipping environment; responsible for providing technical support and direction to end users across the US,

ensuring proper documentation for customs, tariff regulations and harmonized codes, and department setups

Site Supervisor, IKON Office Solutions @ Nortel Networks April 2005 – July 2010

• Coordinated work of Printing & Production Services; prioritized and distributed workload

• Worked closely with Communications and Marketing to maintain brand guidelines and identify in all

production formats-ensuring it remains consistent for labeling and packaging of materials

• Assembled supply kits including printing, labeling, packaging, shipping and tracking while maintaining

stock inventory

• Established quality control standards and procedures and ensured strict adherence to those standards

• Maintained copy center collating, bindery equipment and production machines making adjustments as

necessary; monitored service contracts and arranged for repair and performed preventative maintenance as

needed

• Conversed with clients, vendors and department staff regarding job order processing time and cost

effectiveness of various methods and materials

• Supported in maintaining warehouse stock counts to ensure necessary packaging and materials are on

hand for large projects and client supplies

• Facilitated general warehouse operation by maintaining a clean and safe environment while

being compliant with OSHA and Company Safety Guidelines

Sr. On-Site Support Specialist, IKON Office Solutions @ Willis Insurance April 2003 – April 2005

• Maintained confidential client details and updated databases, adding and editing profiles as necessary

• Applied strong interpersonal and communication skills in working with all levels of personnel

• Quickly became a trusted assistant to the company president, executive staff and office manager and

earned a reputation for maintaining a positive attitude and producing high-quality work

• Accountable for supply ordering and inventory for all office supplies, including letterhead, envelopes

and business cards

Customer Service Representative II, IKON Office Solutions @ Analog Devices September 2001 – April 2003

• Built relationships with customers while providing essential organizational support within the

mailroom

• Accountable for tracking and logging of incoming and outgoing shipments, including FedEx,

UPS and DHL

• Performed basic maintenance on 35 copiers and oversaw scheduling of maintenance

• Set up mail merges and distribution lists

• Maintained appropriate par levels for mail machine and copier supplies

EDUCATION / TRAINING

Middlesex Community College

Associates of Science, Business Administration 2010

Training

Hazard Communication Globally Harmonized System Training, PAREXEL 3/17/2014

Confidentiality & HIPPA, Code of Ethics, & Safety RICOH 1/2/2014

Regulatory Inspection Training Preparation, PAREXEL International 1/9/2013

TECHNOLOGY SUMMARY

Fiery Workflow EFI, Oracle, UPS Worldship, FedEx, Microsoft Office (Word, Excel, Project, PowerPoint, Access, Outlook)

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