Customer Service Quality Assurance

HELIA M. WARREN

619-***-**** ******@*******.***

PROFESSIONAL EXPERIENCE

Philips Volcano

Change Management Specialist -

• Responsible to Generate Change Notices (CN) in PLM Windchill and create Engineering / Manufacturing / Lifecycle Task.

• Creation of an average of 4-6 (up to 10) Implementation Plans per day.

• Process Implementation plans within 1-2 business days.

• Generate Change Request (CR) and Change Notice (CN) report and present status of aging tasks at the daily Change Administrator Meeting.

• Contribute to periodic maintenance and update of the Change Administrator II reference guide and procedure to update the procedure when required.

• Participate in Training of new Change Management Specialists. Lionbridge Technologies on-site Hewlett-Packard, San Diego, CA. Product Release Coordinator. 2006-2015

• Preparing and releasing eCMS’s (Electronic Change Management System), PCO’s (Product Change Order) and Creation/Change of Bill Of Material (BOM’s) within SAP R/3 Instance. Work with Supply Chain: Logistics, Purchasing, Finance and Procurement. Assisting and maintaining records, specifications, drawings for packaging, labeling in the correct templates HP standards. Part/Toll Number Assignment (Hardware, Software and Supplies).

• Part/Product World Wide Classification

• Track changes of life cycle of new/revised products and systems from conception through prototype builds and transfers to Manufacturing Release (MR). Transfer to manufacturing in Singapore coordinates work units cross divisional.

• Add/change/Track Inventory soft roll (phase in/phase out) and hard roll.

• Audit /Validate Product Transfers (SAP Validate BOM, 3D & 2D Drawings and Documentation).

• Deeply documented technical support and development best practices in the Document Control & Product Configuration Department.

• Ensure compliance with Global environmental requirements (RoHS, REACH, CE Mark, China ROHS). Work with third party suppliers and division stakeholders to obtain full material disclosures for product /part compliance.

Medtronic, Tijuana, Mexico Facility.

Quality Assurance Document Control Coordinator. 2005 – 2006

• Responsible for the Document Control System including issuing tracking numbers, monitoring, processing and releasing Engineering Change Orders (ECO’s), and Bill Of Materials.

• Updating GMP and Safety matrices, tracking and follow-up for Corrective Action/Preventive Action. Maintain, support and Translate SOP’s. (Spanish to English and English to Spanish).

• Create, implement, maintain and manage documentation systems consistent with Regulatory Affairs (ISO 13485) and Quality guidelines and R & D needs.

• Maintains conventional electrical file techniques and proper scanning and filing both electronic and hard copy document.

• Assist in the creation of automated drawings and the file system for retrieval. Cable California. Tijuana, Mexico Facility.

Customer Service Supervisor and CEO Executive Assistant. 2001-2003

• Take customer calls providing courteous, professional and efficient service.

• Make outgoing calls to existing clients regarding issues and/or problems.

• Respond to customer questions and concerns.

• Participate in staff meetings, training sessions or quality assurance meetings.

• Exercise high discretion in handling sensitive and confidential matters.

• Ability to screen and handle multi-phone lines in a pleasant and friendly manner.

• Prepared, presented, and arranged promotions, sold displays / distributions to support promotions.

Puerto Salina. Tijuana, Mexico

Senior Assistant Controller (1999-2001)

• Reviews journal entries and financial reports.

• Analyze, reconcile, and maintain accurate and current accounting records for balance sheet accounts.

• Reviews monthly budget and provides explanations for significant variances.

• Assists with audits and preparation of audit work papers.

• Support on time keeping/payroll-related activities.

• Responsible for daily compiling, review and coding of accounts payable invoices and check request.

• Process all incoming checks, credit cards and cash for the organization and prepare daily bank deposit.

General Mexican Consulate in San Diego, CA (Internship) Documentation and Information Officer (1998-1999)

• Review and process documents for Passports, Consular Identification Card, Military Cards, Household transfers. Ensure all the documentation was in order, accurate and truthful. Also comply with all relevant Mexican laws.

• Correct and prevent mistakes on all processes listed above.

• Attending meetings and providing Tourist Information to foreign nationals. EDUCATION

Centro de Ensenanza Tecnica Y Superior (CETYS) University. Tijuana Campus, Mexico. B.A. in International Business Administration, concentration in International Management

(1994-1998)

Universidad Autónoma de Baja California, Tijuana Campus. Mexico 1 year of Japanese Course

(2001-2002)

COMPUTER SKILLS

Windows Microsoft: Word, Excel, Outlook, Power Point, Publisher, Access. AutoCAD, SAP R/3 SI, SAP Netweaver, Windchill, Adobe Acrobat, Publisher, Documentum, PDM, CoCreate WorkManager, Internet.

LANGUAGES

English: Fluent

Spanish: Fluent

Japanese: Moderate

Legible to work in the US. For any employer. (US Citizen) Willing to relocate.

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