Customer Service Quality Assurance

Guy Macina

Middle River, MD 443-***-**** **********@*****.***

Confident, ambitious and energetic Analytical Professional with years of dynamic career experience. Seeking a QA Analyst 2 role that will allow for professional growth and use of transferable skills. Adept at working under pressure to achieve goals, both independently and in teams. Excel to keep processes running smoothly with little to no direct supervision. Able to deliver high-caliber results in deadline-driven environments. Determined with a strong work ethic and attention to detail, always willing to enhance knowledge base.

CORE COMPETENCIES

Quality Assurance, Analyst Skills, Leadership, ISO/cGMP Compliance Documentation Issuance & Control, Customer Service, Communication, Cross-Functional Collaboration, Teambuilding, Client Relations, Project Management, Internal Audits, Kronos, Microsoft (Excel, Word, Teams, PowerPoint, SharePoint), SAP, eDMS (eDOCs, Veeva)

EXPERIENCE

Emergent BioSolutions LLC Analyst (2020 – 2023)

Adhered to CGMP, along with corporate policies, specifications and best practices

Created and dispensed batch records containing all the necessary documents and data to produce client-specific pharmaceuticals

Acted as System Administrator to oversee departmental logbooks and issue/distribute laboratory notebooks

Executed document control operations such as filing, scanning and archiving

Gathered and presented statistical trends via monthly batch record metrics and document change requests

Developed and distributed site-specific GMP documents to support production

Upheld proficiency in MS Office, mastering how to communicate verbally and in writing with staff across locations

Helped assemble performance metrics for Document Control purposes

Engaged actively in Six Sigma training to enhance process improvement skills and tools

Collaborated with relevant departments to ensure compliance with serialized control copies

Demonstrated expertise in CAPA tasks and Effectiveness Checks

Updated SOP manuals as documents were marked effective

Entrusted as a technical guide to deliver end-user assistance and support; delivered training to EMDS users and kept all EDMS training materials updated

The Manor Assistant General Manager (2019 – 2020)

Delivered first-class customer care by addressing concerns with timeliness and empathy

Authored sales and inventory reports via Excel using data gleaned from revenue

Alchemy Elements Restaurant Server (2016 – 2019)

Offered top-tier customer service, swiftly recording transactions in MICROS to keep service timely

Excelled cross-functionally within other restaurant areas, fielding telephone correspondence and finalizing staff financial transactions

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