Customer Service Quality Assurance

GINA POUNCY

318-***-**** — Shreveport, LA, ***** — ******.****@***.***

S U M M A RY

Dependable Assembler with rich management experience and a steadfast dedication to shoulder extra responsibilities to meet tight deadlines. I work diligently to always act as a strong contributor within organizations that value great customer service and hard work, promoting teamwork. 10+ years of experience as a Assembler with extensive exposure to assembly, production goals, and small parts assembly capabilities earned through industry know-how and demonstrated market success. Committed professional with strong experience in the field of Assembler Line. I have excellent communication, production goals, and persuasion skills and a proven track record to elevate business using effective communication and team-building strategies. P R O F E S S I O N A L S K I L L S

Assembly & Production

Small Parts Assembly

Assembly Line Skills

Verbal Communication

Part Numbers

Quality Assurance

Measuring Tools

Production Goals

Inventory Inspection

Soldering Machine Operation

Physical Strength

Safety Policies

Quality Checks

W O R K E X P E R I E N C E

Assembler Jan 2023 - Present

Morris and Dickson Shreveport, LA

Observed and discerned quality of parts and materials in use Checked position and alignment of each component to prevent errors and minimize materials waste Operated within the standard operating procedure (SOP) and assembly drawings Accurately documented all required entries in the Lot History Record Resolved assembly problems by altering dimensions to meet specifications; notifying supervisor to obtain additional resources Measured and recorded process parameters and reported results to supervisor Diligently followed work instructions, assembly process details, packaging process details, and sample assemblies to ensure electronics are properly constructed

Conducted regular quality control checks of all equipment and processes Maintained inventory by checking stock to determine supply levels, placing and tracking orders, and verifying receipt of supplies Cleaned and packed all products to ensure the utmost care and proper delivery Cleaned and maintained work area properly, turned off and locked out equipment when not in use to ensure safety of others Pharmacy Clerk Sep 2019 - Present

Brookshires Pharmacy Shreveport, LA

Maintained a clean and organized work area

Monitored medication expiration dates and removed outdated products from shelves Performed general clerical duties, such as filing, copying, and faxing documents Monitored and updated patient profiles

Accurately entered patient and prescription information into the computer system Conducted quality control tests of medications and supplies Handled confidential patient information in accordance with HIPAA regulations Compounded medications according to the physician’s orders Efficiently managed inventory of pharmacy products, including tracking and ordering of medications and supplies Provided accurate and timely documentation of customer transactions Operated cash register to process payments and accurately maintained daily records Resolved discrepancies between invoices and purchase orders Maintained up-to-date knowledge of pharmacy products and services Utilized Pharmacy software for patient records and processing orders Properly labeled and dispensed medications

Assisted customers with prescription orders and refills, answering questions and providing advice Provided customer service in a professional manner, including resolving customer complaints Performed monthly inventory count and reconciled discrepancies Verified insurance information and communicated with insurance companies Processed and filed insurance claims

Assisted with the preparation of patient profiles

Clinical Coordinator Dec 2021 - Jan 2024

Ochsner LSU Shreveport, LA

Assisted in the development of patient education programs to improve patient knowledge of healthcare Developed and maintained clinical databases to ensure accuracy of patient information Developed and maintained clinical records in accordance with HIPAA regulations Implemented and monitored quality assurance processes to ensure clinical accuracy Developed and updated clinical policies and procedures to ensure patient safety Assisted in the development and implementation of patient care plans Developed and implemented protocols for clinical staff to ensure quality of care Monitored clinical staff performance to ensure compliance with safety regulations Developed and implemented patient education programs to improve patient knowledge of healthcare Trained and supervised new clinical staff in order to ensure quality of care Developed and implemented patient safety protocols in order to reduce risk of injury or disease Supervisor Jul 2016 - Dec 2021

Teleperformance USA Shreveport, LA

Maintained a positive customer service attitude with the co-workers and supervisors Implemented process improvements that decreased the screen rejection rate by 64% and costs by 62% Supervised and mentored teams of 15 individuals to reach maximum performance levels and achieved 95% adherence to KPIs Categorized operational issues and recommended improvements Maintained professional relationships with subordinates and instilled professionalism within the company Monitored staff performance quarterly and motivated team members to exceed KPIs by an average of 12% Coordinated and assisted in training employees; ensured that staff training met and exceeded the minimum levels set forth by the senior management

Ensured efficient compliance to warehouse operation schedules and managed operation schedules, budget, and staff requirements for all warehouse operation process

Ensured accurate completion of weekly timecards through the payroll processing vendor Employed effective safety initiatives, leading to a reduction in safety incidents by 47% Monitored and evaluated staff performance, provided learning or coaching opportunities, and executed corrective actions Developed department’s first incentive performance plan, which motivated staff and resulted in a 23% increase in efficiency Improved departmental efficiency by 90% and 25% by implementing best practices. Trained and guided newly hired staff members on administrative processes, work and operation instructions, and procedures to facilitate consistent and seamless company operations Assisted and performed all supervisory activities, including staff recruitment, training subordinates, mentoring, personnel scheduling, reviewing staff timesheets, investigating, and resolving complaints Developed and maintained an effective system of employee feedback and evaluation Ensured that all team members followed company policies and procedures Trained new employees on company policies and procedures Analyzed customer feedback and implemented strategies to improve customer experience Ensured high levels of customer satisfaction by providing excellent customer service Developed and maintained employee recognition programs Assembler Jan 2012 - Jun 2016

Ditto Apparel Shreveport, LA

Measured and recorded process parameters and reported results to supervisor Observed and discerned quality of parts and materials in use Diligently followed work instructions, assembly process details, packaging process details, and sample assemblies to ensure electronics are properly constructed

Conducted regular quality control checks of all equipment and processes Maintained inventory by checking stock to determine supply levels, placing and tracking orders, and verifying receipt of supplies Cleaned and packed all products to ensure the utmost care and proper delivery Adhered to production schedules and monitored material levels to report shortages Cleaned and maintained work area properly, turned off and locked out equipment when not in use to ensure safety of others Assembler May 2008 - Nov 2012

Intier Automotive Shreveport, LA

Resolved assembly problems by altering dimensions to meet specifications; notifying supervisor to obtain additional resources Operated within the standard operating procedure (SOP) and assembly drawings Surpassed production goals by exceeding record production with 50,000 bottles in one 8 hour shift. This surpassed the prior record by 7,000

Measured and recorded process parameters and reported results to supervisor Checked position and alignment of each component to prevent errors and minimize materials waste Diligently followed work instructions, assembly process details, packaging process details, and sample assemblies to ensure electronics are properly constructed

Conducted regular quality control checks of all equipment and processes Observed and discerned quality of parts and materials in use Followed technical instructions and interpreted engineering blueprints to maintain quality of products Maintained inventory by checking stock to determine supply levels, placing and tracking orders, and verifying receipt of supplies Calibrated all equipment to prescribed specifications Facilitated preventative maintenance requirements, following manufacturer’s instructions, troubleshooting malfunctions, and calling for repairs to keep all equipment operational

Responsible for testing all finished products for defects and troubleshooting any unresolved issues Cleaned and packed all products to ensure the utmost care and proper delivery Assembled electronic devices while achieving 100% of quality goals and exceeding production targets by 112% Adhered to production schedules and monitored material levels to report shortages Installed finished assemblies or subassemblies in bases and enclosures Cleaned and maintained work area properly, turned off and locked out equipment when not in use to ensure safety of others Assembler Feb 2004 - May 2008

Omni Specialty Packaging Shreveport, LA

Resolved assembly problems by altering dimensions to meet specifications; notifying supervisor to obtain additional resources Operated within the standard operating procedure (SOP) and assembly drawings Surpassed production goals by exceeding record production with 50,000 bottles in one 8 hour shift. This surpassed the prior record by 7,000

Measured and recorded process parameters and reported results to supervisor Checked position and alignment of each component to prevent errors and minimize materials waste Observed and discerned quality of parts and materials in use Ensured compliance with GMPs with regard to material labeling, SOPs and proper segregation of material in the production process Diligently followed work instructions, assembly process details, packaging process details, and sample assemblies to ensure electronics are properly constructed

Conducted regular quality control checks of all equipment and processes Maintained inventory by checking stock to determine supply levels, placing and tracking orders, and verifying receipt of supplies Responsible for testing all finished products for defects and troubleshooting any unresolved issues Cleaned and packed all products to ensure the utmost care and proper delivery Assembled electronic devices while achieving 100% of quality goals and exceeding production targets by 112% Cleaned and maintained work area properly, turned off and locked out equipment when not in use to ensure safety of others Adhered to production schedules and monitored material levels to report shortages E D U C ATION

High School Diploma: Diploma May 2002

Fair Park, Shreveport, LA

N/A: Dental Hygienist

Southern University, Shreveport, LA

C E R T I F I C ATIONS

R E F E R E N C E S

Dr. Ibrahim 217-***-****

Tina Whitaker 318-***-****

Dr. Kayla Burkhardt 985-***-****

Kourtiney Clark 318-***-****

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