Customer Service Management

Andrew Gibby

**** *. ********* **. ****: 801-***-****

Washington Terrace, Utah 84405 Email: ******.*****@*****.***

Education

. Bachelor of Science Degree in Business Marketing (2006), Weber State

University, Ogden UT.

. MBA Business and Strategy (April 2015), Western Governors University,

SLC UT.

. Completed Six Sigma Yellow Belt classes and test.

Key Qualifications

. ISO 9001:2008/13485 Lead Auditor Certified

. Knowledge of Drug/Device regulations

. Working knowledge of SAP, MDT, LabLink, MES, BPR Builder, and PTC

Windchill software

. Utilizing Microsoft Excel, Word, and Access daily with regular use of

PowerPoint

. Over 8 years of Leadership experience

. Strong organizational skills

. Former CNC Machinist/ Parts Quality Inspector for Autolive

International in Ogden UT (1998-2001)

Leadership Background

. Quality Documentation and Release supervisor with responsibility for

12 employees.

. Security Officer in Charge (OIC) of security personnel on day and

weekend shift.

. Held many leadership positions while representing my church for two

years.

. Coordinated transfer and travel information for 150 church

representatives.

Work Experience

Records Management Supervisor, Fresenius, Ogden, UT November 2011 to

current

. Supervise the Quality Documentation and Release office personnel.

. Supervise two highly centralized customer service departments

responsible to coordinate with all areas/departments in the Ogden

facility and many areas at Corporate.

. Interviewing, hiring, and training employees; planning, assigning, and

directing work; appraising performance; rewarding and disciplining

employees; addressing complaints and resolving problems.

. Liaison between Fresenius Ogden and contract shredding and records

storage facilities.

. Increase efficiency in workflow for all areas of responsibility.

. Confer with departments and management to assure quality documentation

and product records prior to release.

Contributions:

. Created Electronic Release Database that automated the inter

department workflow and release process from a manually intensive

paper process.

. Revised and implemented record management controls including: record

identification, record retention, and record destruction, resulting in

an annual savings greater than $12,000 in record storage costs as a

Six Sigma Yellow Belt project.

. Used process mapping to increase efficiency and turnaround in release

activities.

. Supplemental Windchill training for Originators.

. Provided key personnel and assistance during audits including support

staff and SMEs.

. Heavily involved with Windchill upgrades to provide essential feedback

and support, including workflow, validation activities, and testing.

Molding Technical Trainer, Fresenius, Ogden, UT February 2009 to

November 2011

. Facilitated training in the Molding Department.

. Reviewed and updated Molding documentation using Windchill software.

. Worked with other departments including FMC Corporate to expedite

change notices.

. Interfaced with the Documentation and Release departments on a regular

basis.

. Developed teaching aids and evaluation testing to be used at the

completion of training.

. Conferred with management to gain knowledge of specific work

situations requiring employees to better understand changes in

policies, procedures, regulations, and technologies.

Contributions:

. Implemented new training methods in the Molding Department (include

JIBs and PowerPoint tests to evaluate training effectiveness).

Release Coordinator, Fresenius, Ogden, UT September 2008 to February

2009

. Facilitated the release of finished products.

. Audited in detail all manufacturing paperwork for accuracy and

correctness before release.

. Verified medical products for FDA requirements before release.

. Interacted with other departments to expedite the release of products.

. Regularly used SAP and LabLink software to facilitate release of

products.

Property Protection Specialist, Fresenius, Ogden, UT October 2003 to

September 2009

. Promoted safety and security of property and personnel.

. Officer-in-charge during Security Captain's absence.

. Updated Microsoft Word and Excel data.

. Responded to client's concerns and questions.

Contributions:

. Converted daily reporting system from paper to an electronic Excel

document which enabled the consolidation of paperwork and allowed for

a better communication and reporting system

. Awarded a $50 gift for contribution.

Property Protection Specialist, Guard Systems Inc, Roy, UT April 2001

to October 2003

. Refer to Fresenius Medical

Contributions:

. Streamlined the daily reporting system.

. Converted the Microsoft Word document to an Excel document saving

resources and hours of time.

. Awarded certificate of outstanding achievement and monetary amount.

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