Customer Service Team Members

**** * **** ***, *** **, Lakewood, CO ***** 303-***-**** ***********@*****.***

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MICHEAL S. CLING

PROFESSIONAL SUMMARY

High-achieving adept Quality Assurance Supervisor drive to provide quality standards, ensuring policies and procedures within the center are being implement and emphasizing the safety on employees, clients, and products within the center. To leverage my eleven years of quality experience in the Plasma industry to execute a new career.

SKILLS

Corporate Social Responsibility

Corrective Actions

Information Assurance

Compliance with GMPs

Customer Service

Correction Action Planning

Problem-Solving Skills

Cause and Effect Analysis

Team Leadership

Quality Improvement

Complex Problem-Solving

Internal Audits

Audit Reports

Safety Procedures

Key Performance Indicators (KPIs)

Quality System Implementation

WORK HISTORY

E-COMMERCE SUPERVISOR 03/2024 to 07/2024

Whole Foods Market, Lakewood, CO

Ensuring Team Members are properly trained and prepared to focus on their jobs.

Assist Team Leadership in implementing and administering processes and daily work flow. This includes reporting and task delegation in areas including productivity, quality, safety, and customer service - as a means for achieving or exceeding Whole Foods Market expectations.

Supports Team Members and Team Leadership in ensuring daily operations run smoothly.

Coordinate process flow to ensure products are dispatched on time to meet on-line customer delivery promise.

Maintain awareness of in-store customer needs and direct Team Members as necessary to satisfy and delight customers; responds promptly to customer requests and questions.

Direct and assign job duties for Team Members.

Partner with leadership in all areas to ensure successful and continuous operations.

Train, audit, and support Team Members to perform WFMOA standard operating procedures.

Ensure Team Members have the proper tools to perform their jobs and communicate repair or replacement when needed to leadership.

Report and escalate systemic issues as necessary and in a timely manner.

Demonstrate and/or perform shopping duties to support their TMs.

Review and honor Standard Operating Procedures according to WFMOA practices

Identify, address and resolve safety issues.

SHIFT LEAD 09/2023 to 02/2024

Walgreens, Lakewood, CO

Opens and closes the store in the absence of store management, including all required systems start-ups, required cash handling, and ensuring the floor and stock room are ready for the business day. Responsible for opening back door of store for deliveries.

Completes product returns, order voids, customer refunds, cash drops to the safe, and provides change as requested to cash registers.

Models and delivers a distinctive and delightful customer experience.

Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience.

Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).

Responsible for holding store keys to open and close without management as necessary.

Assists manager or assistant store manager in reviewing order exceptions on order release day and assists in reverse logistics (e.g., 1506, returns, empty package).

Maintains accurate inventory counts; maintains the accuracy of on-hand quantities including, but not limited to, basic departments, stockroom, and overstock locations.

Assist with ensuring the Outdate program is followed with team members.

Responsible for basic department pricing and making daily price changes; ensures proper signage is displayed at the store to support accurate pricing of products. Ensures any additional pricing tasks related to local regulations and/or regulatory compliance programs are completed accurately and within the required time frame.

Assist with bookkeeping activities, including cash report, cash counts, ledgers, and bill payment as necessary or as requested.

Assists with exterior and interior maintenance by ensuring clean, neat, orderly store condition and appearance, including requesting store or system repairs as required in manager absence, or as requested by manager.

Has working knowledge of store systems and store equipment.

Ensures compliance with state and local laws regarding regulated products (e.g., alcoholic beverages and tobacco products).

Complies with all company policies and procedures; maintains respectful relationships with coworkers.

Completes special assignments and other tasks as assigned.

Serves as a liaison between management and non-management team members by communicating assigned tasks to team members when store management is not present.

Reports disciplinary issues and customer complaints to management.

QUALITY ASSURANCE SUPERVISOR 05/2022 to 06/2023

BPL Plasma, Inc, Lakewood, CO

Promoting quality standards within the center and ensure that center personnel fellow quality policies and procedures.

Escalates any non-compliance that affects plasma quality and has the authority to stop plasma shipment release based on risk and discretion.

Operates within the scope of EU Guidance on Good Manufacturing Practices and FDS cGMP 21CFR.

Supervises work and output of other Quality staff in collaboration with Quality Management to train and develop in job-related duties.

Makes decisions about quality in the absence of the Center Quality Manager and provides support and guidance to other quality staff.

Ensures data integrity across all areas by auditing the plasma relevant processes and documents to ensure attributability, completeness, consistency, and accuracy of records and documents within the quality system.

Prepares center and host customer, regulatory, and corporate audits of the center.

Works as a team with quality and operation management to support and assist center with non-conformance prevention, compliance and performance improvement of Key Performance Indicators.

Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.

Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.

Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.

Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Educated employees on specific QA standards and confirmed maintenance of standards.

Addressed non-conformance issues, pausing production to correct errors.

Promoted adherence to quality standards by educating personnel on quality control.

QUALITY ASSURANCE ASSOCIATE 02/2012 to 05/2022

BPL Plasma, Inc, Albuquerque, NM & Lakewood, CO

Responsible and maintaining daily quality assurance in compliance with the procedures and policies that emphasis the ethics of plasma industry.

Ensuring the policies and procedures are being practiced by the employees.

Reviewing the center logs and records for accuracy and legible according to the Quality System.

Communicating with the leadership team about the donor's suitability, quality in products and reassuring the quality is being practiced by employees.

Performing the final review on Shipment release and halt the shipment if quality is not up to standard.

Responsibility for the accuracy of Reactive Flow Logs according to SOP Procedure.

Performing 30-day observations on employees within the Reception, Donor Floor and Processing Areas.

Reviewing the BPL Quality Manual with all new employees to ensure practice and policy is in place.

Writing investigations and assisting with internal and external audit response.

Providing Quality coverage at various centers with the BPL Plasma centers.

Provided and asset with training with Quality personnel within the company.

Assisted with independent internal and external audits.

Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Educated employees on specific QA standards and confirmed maintenance of standards.

Recorded findings of inspection process, collaborating with quality team to implement corrective actions.

MEDICAL RECEPTIONIST SUPERVISOR/PHLEBOTOMIST/PROCESSING TECH: 05/2006 to 02/2012

BPL Plasma, Inc (Former DCI Biologicals), Albuquerque, NM

Supervising employees in the Medical Reception Area and providing guidance on daily basis for a regular work flow.

Educates and welcomes new donors and provide exceptional customer service.

Providing the correct guidelines and operating according to the EU Guidance on Good Manufacturing Practice.

Trained new Medical Receptionists.

Communicating with the leadership team on quality and procedures and overseeing the employees' strengths and weaknesses.

Greeting and welcoming new donors to the Donor Floor and performing venipuncture for clients according to the practices and policies of SOP and following PPE Requirements.

Maintains and monitors the clients while they are donating.

Processing samples and storing plasma in an accurate timely fashion according to the SOP Procedures.

Ensuring plasma units and samples are labeled and stored according to the SOP Procedures

Monitoring the freezer and refrigerator temperatures.

Transcribed phone messages and relayed to appropriate personnel.

Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.

Managed multi-line phone system and pleasantly greeted patients.

Notified manager of incidents and potential incidents relating to patients and staff for swift action.

EDUCATION

University of New Mexico, Albuquerque, New, Mexico

Bachelor of Science, Environmental Science, May 2008

University of New Mexico, Albuquerque, NM, Mexico

Bachelor of Arts, Native American Studies, December 2007

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