Customer Service Manager

Michael D. Rosen

619-***-**** **** Glenmeadow Drive

*******@***.*** Fayetteville, AR 72704

Dedicated and persistent problem solver owns over 6 years experience in data analysis in the laboratory industry. Proactive self starter takes ownership of tasks and is willing to put in a greater effort to exceed expectations. More than 2 years experience in account management & customer service provides the unique candidate with a complete skillset and expertise to genuinely know an applicant from all aspects and perspectives. Dynamic job seeker has the ability to multitask, perform well under stressful situations, and has the natural ability to learn and adapt to new policies, procedures, and technology quickly.

Advanced Proficiency in Microsoft Excel and Access

System Implentation & Execution

Data Analysis

Troubleshooting & Problem Solving

Customer Service & Account Management

Report Generation

Product Specification Creation

Research & Development

Education

NWACC, Bentonville, AR – Currently enrolled in core classes (Retail Industry Foundations, Retail Link Data Management) for Certified Retail Analyst Program, expected completion September, 2016. o Completed Intro to Microsoft Office and Advanced Microsoft Excel & Access with an A grade in both courses.

Earned Certificates

Microsoft Excel & Access Certified – Advanced Proficiency in Excel and Access.

Microsoft Office Certified –Proficiency in Word, and Powerpoint.

Bachelor’s of Science, Sonoma State University, Rohnert Park, CA – B.S. in Biology with concentration in Ecology, Evolutionary, and Conservation Biology, Graduated 2009. o Phi Delta Theta Fraternity, Fall 2004 – May 2008

Scholarship Chairman of Phikeia Pledge Class Fall 2004, Fall Semester 2004

Chaplain Fall Semester 2005

Pallas (Pledge Vetting) Chairman Spring Semester 2006

RUSH (Recruitment) Chairman Fall 2006-Spring 2007

Activities Chair Fall 2007-Spring 2008

Patrick Henry High School, San Diego, CA - Graduated with Academic Distinction, 2004 o Water Polo – voted Most Improved by fellow teammates. Work Experience

Client Services Rep., Silliker Inc. (acquisition of Merieux Nutrisciences) Aug. 2013-November 2015

Acquired extensive knowledge of all retail food categories, from a technical, supplier, buyer, and consumer perspective. Established positive rapport with client and their suppliers.

Made significant improvements to client’s Quality Assurance programs, despite client’s high turnover rate. Required adaptability to change.

Managed all aspects of client account for one the world’s largest discount grocery retailers, from beginning to end. Learned to be part of a team.

Confirmed receipt of food samples, assigned specific micro, chemical, sensory, and physical tests depending on category.

- Followed up with laboratory staff to ensure samples were being tested on time.

Analyzed laboratory results of all food categories for client.

- Provided suggestions for client and suppliers depending on lab results and category

- Hand typed each report and product specification on behalf of the client, and sent to client.

Managed all requests and inquiries for client, as well as client’s suppliers. Followed up on invoices.

Served as a communicator between client’s departments, specifically Corporate Buying, and Quality Assurance, and my Key Account Manager.

Michael D. Rosen

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Microbiological Fermentation Technician, INEOS Bio. Oct. 2011-Aug. 2013

Utilized multi-tasking and stress management skills- managed up to 10 experiments at a time, working alone, or with one additional laboratory technician, while maintaining high level of quality and following proper safety regulations.

Company recruited lab manager from previous employer, as per my personal recommendation. Made significant improvements to lab operations. We still stay in touch to this day.

Performed duties under the “honor system” with no supervisor on graveyard shift. Maintained records and data according to regulatory requirements.

As per SOP, collected and analyzed samples, gather, enter, and interpret data, then adjust experiment parameters based off results.

Instrument, bioreactor, and equipment maintenance. Solution preparation. Inventory management of lab supplies.

Responsible for experiment problem solving. (Please inquire for specific details and examples). Analytical Laboratory Technician, Environmental Services Company Inc. (ESC) Sept. 2009-Oct. 2011

Earned promotion to wet chemistry supervisor, per manager’s recommendation. Established strong relationship and remain in touch to this day. Gave 6 weeks notice to help make smooth transition upon my departure.

Acquired delegation skills – Delegated tasks to two additional laboratory technicians.

Worked with little to no supervision -Ran routes for sample collection in company vehicle without supervision. Responsible for chain of custody documentation.

Acquired multi-tasking and stress management skills. Performed up to 5 tests at once in 3 different areas of the lab, under tight deadlines, with limited to no supervision, while maintaining quality and safety standards.

Established positive rapport with clients – acquired many new clients, and increased sales exponentially. Tutor, Sonoma State University Learning Center, September 2008-May 2009

Responsible for scheduling private and after-hours appointments.

Learned how to be patient with students, and explain concepts in new ways to student so they may better understand the material.

Students improved grades and understanding of subject material with my help. Tutor, Student Repair Works, Petaluma CA, September 2006-May 2007

Responsible for scheduling & canceling appointments, and collecting payment & writing receipts.

Acquired organizational skills and learned the importance of creating a planned schedule.

Proudest accomplishment – student was failing Algebra, and with my help, made drastic improvement to an A letter grade. Philanthropic & Extracurricular Activities

Volunteer and Entrepreneur Magician & Juggler

“Trick or Suite” event put on by the Elizabeth Richardson Foundation, hosted by Embassy Suites in Rogers, for children with disabilities and special needs which prevent them from having a traditional trick or treating experience

Booked numerous shows, including larger businesses, such as Walton Arts Center, Saatchi & Saatchi, and Chick Fil A. Rogers Animal Shelter

Volunteer specializing in large dog, and problematic temperament rehabilitation. Animal Conservation

Educates public on snake identification, behavior, and the important role snakes play in the ecosystem.

Assists public in overcoming ophiophobia (fear of snakes).

On call to provide pro bono, humane non- lethal removal of snakes from residences, and safe release to natural habitat. References

Bo Yarbrough Sr. Recruiter. Walmart Stores Inc. 479-***-**** *********@*******.***

Vince Klemm Corporate Quality Systems Manager & SQF Practitioner, Karlin Foods Corp. 847-***-**** *****.*****@*****.***

Darren Klug Quality & Operations Supervisor, INEOS Bio 479-***-**** ********@***.***

Maggie Shah Quality Assurance Manager, Aldi US 310-***-**** ***********@*****.***

Anna Waga Quality Assurance Specialist – Aldi US 630-***-**** ****.****@****.**

Richard Brown Lab Manager, Environmental Services 479-***-**** ********@*****.***

Gina Waits Client Services Representative, Merieux Nutrisciences 479-***-**** ****.*****@****.***

Brian Bewley Client Services Representative, Merieux Nutrisciences 479-***-**** *****.******@****.***

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