Quality Control Customer Service
Resume:
Marcos Espin
Project Coordinator, Quality Control Director, Business Consultant, SOP Writer, Training and Mentoring Warehouse Management, Office Management. Hacienda Heights, CA 91745
************@*****.***
Experienced in Quality Management System implementation, broad knowledge of FDA guidelines for technical writing and Standard Operation Procedures, experienced writing Standard Operation Procedures (SOP) for different type of industries like vaping, manufacturing, shrimp culture, auditing, generating reports, training people, and with great experience managing and organizing an office, warehouse or a business that needs someone reliable, very accurate and with great attitude to work. Work Experience
Office Administrative Assistant
JAvila Trucking LLC-La Puente, CA
October 2017 to Present
• Office management, customer service and helping with marketing to find new clients by email and faxing.
• Input invoices in Quickbooks, confirming payments and deposits. Contacting clients when payments are delayed.
• Filing, printing, scanning, faxing, sending emails to clients and other office tasks.
• Checking BOLs, matching PO's, sending and receiving confirmation of orders.
• Checking timesheets of employees and helping to prepare payroll when needed. Business Consultant, Quality System Implementation and Warehouse Management Director
Kiperson, Inc-Industry, CA
September 2020 to July 2024
• Creating an organizational structures, creating and organizing departments and roles that could help the company grow.
• Playing different roles inside the company being consulted in order to identify issues.
• Implementing Standard Operation Procedures, implementing a Corrective and Preventive Action system and monitoring/auditing procedures to optimize the procedures of each area.
• Writing Standard Operation procedures for different departments. Creating Forms, and creating productivity reports.
• Helped to implement ERP (Acumatica) and WMS (Savant).
• Working with the HR department to write company's policies and working with staffing agencies for hiring new team members.
• Creating and Implementing a Quality Control System and establishing the Quality Control Department.
• Planning and organizing a daily, weekly and quarterly audit system that helped to reduce the number of errors and reducing the number of customer complaints. Being able to reduce the number of errors in production and keep a low (less than 2 %) percentage of confirmed customer complaints (average number of weekly orders: 3,000).
• Creation and implementation of a training program that helped to increase the motivation of the employees to learn new things, increasing productivity, implementing the culture of quality while performing a task, and training/mentoring new trainers, leads and supervisors that could grow with the company and understanding what the company is pursuing to grow.
• Companies and roles played in companies being consulted:
• Empire Imports LLC - Ontario, CA (Vaping Master Distributor) - 2021-2024. Quality Assurance Director/Business Advisor:
SOP writing and Implementation. 5S implementation. Acumatica, Savant improvement. Monitoring the warehouse to check organization, checking that all areas properly identified and all the products in the correct areas. Quality Control Department creation and protocols' implementation. Creating warehouse protocols for picking, packing, shipping, inventory control. Helping to Implement the Customer Service Department. Creating the Organizational Structure of the company and improving communication between Departments, Corrective and Preventive Action (CAPA) implementation.
• Offline, Inc - Los Angeles, CA (Face Mask Manufacturer) - 2020-2021 SOP Writer/Production Management/Business Advisor: Creating procedures and protocols following FDA guidelines for the manufacturing of disposable surgical masks. Implementing disinfection procedures to enter/exit the clean room (production room). Training people on how to use the mask manufacture machine. Testing quality of the incoming materials and isolating damaged materials and final products. Implementing a Quality Control Department and an audit system that helps to identify and reduce errors. Collecting data and generating productivity reports. Hiring new employees and onboarding them. Writing the rules and policies of the company. Online Marketing Manager
Outside The Box Deals-Industry, CA
September 2019 to September 2020
• Business promotion and advertising using social media platforms like Facebook, Instagram, Twitter and traditional advertise sources through magazines, newspapers and flyers.
• Pricing products and online customer service for Amazon and Ebay.
• Price variation analysis, trending products, price reductions to create more online traffic, and analyzing customers' preferences and needs to improve the traffic in the stores and providing better service. Office Assistant/Records Management Clerk
Ronsin Litigation Services-Walnut, CA
August 2006 to June 2020
• Enhancing and processing documents from hospitals, doctors or insurance companies before uploading to the company's network, printing, organizing charts, working with orders that require special instructions and redaction of documents.
• Assisting customer service representatives and managers with any inquire or special request from clients and/or marketing department, verifying orders, verifying large volume charts with clients and checking that all documents provided match with the orders.
• Training new hires, creating and optimizing protocols, testing new programs and helping supervisors with different office tasks and projects.
Education
Associate in Business Management
Mt San Antonio College - Walnut, CA
February 2005 to August 2008
Bachelor's in Marine Aquaculture
National Polytechnic University (ESPOL). - Guayaquil May 1995 to January 2000
Skills
• ADOBE ACROBAT (4 years)
• Training (8 years)
• Internet Research (5 years)
• Invoicing (2 years)
• Office Administration (3 years)
• Data Entry
• Filing
• Excel (4 years)
• Word (4 years)
• Powerpoint (3 years)
• Customer Service Skills (5 years)
• Documentation (9 years)
• Organizational Development
• MS Office
• Clerical
• Organizational Skills
• Customer Service
• Social Media Management
• Digital Marketing
• Warehouse Supervisor Experience
• Email Marketing
• Sales (1 year)
• Time management
• Microsoft Excel
• Microsoft Word
• Microsoft Office
• Facebook Advertising (2 years)
• Shopify (1 year)
• Social media marketing (2 years)
• Quality control (6 years)
• Lead generation (2 years)
• Google Suite
• Management
• Management
• SOP Writer (5 years)
• SAP ERP
• Business Consulting
• Quality Management
• FDA Regulations
• 5S
• Process Improvement
• ERP Acumatica (2 years)
• Warehouse management system (2 years)
• Savant (2 years)
• Compliance management (2 years)
• Management reporting (3 years)
• Quality Systems
• Warehouse Management
• Pricing (10+ years)
Languages
• English - Fluent
• Spanish - Expert
Certifications and Licenses
Driver's License
Additional Information
Excellent working with Acumatica (ERP system).
Proficiency using Savant WMS.
FDA regulations knowledge for writing Standard Operation Procedures. Knowledge and application of 5S system.
Excellent hiring people and onboarding.
Ability to evaluate, identify and create an efficient corrective and preventive action plan. Proficient in Microsoft Word, Excel, Power Point, Adobe Acrobat, and heavy internet surfer and researcher.
Great ability to analyze data, creating reports, charts, and making different kind of statistical and mathematical analysis.
Social media marketing and content generation. Excellent using Facebook, Instagram, Tik Tok, Offer Up, Craigslist, Shopify and testing new social media and sales platforms. Excellent managerial skills and great customer service. Excellent trainer and talent scouting in warehouses/offices. Able to train and motivate individually and groups.
Very organized and detail oriented, able to work under minimal supervision, great working under pressure, excellent problem solver and excellent following directions. Fluent in Spanish (100 % reading, speaking and writing).
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