Technical Support Customer Service
Resume:
Norma Sanchez
Miramar, FL ***23
Contact: 201-***-****
Email: ********@*****.***
PROFESSIONAL SUMMARY
Providing outstanding customer service and technical support. Expert trouble shooting skills, people skills, and time management. 20 plus years of Management and Technical expertise in the medical and Bio technical field. EDUCATION
Associate Degree Felician College, Lodi New Jersey – Cum Laude Dean’s List Certification American Society for Clinical Pathology Certification Medical Assistant Advanced Career Training Institute, New York, NY Continuing Education Saint Francis College Brooklyn, NY Licensed Life Insurance Agent in several states
Certificates: Scribe 101, Business Analysis and Process Management, Introduction to Data Analysis using Microsoft Excel
PROFESSIONAL EXPERIENCE
Clinical Diagnostics Solutions, 2022 Present
Call Center Support Specialist
Manage incoming calls
Provide customer laboratory technical telephone troubleshooting support Provide product resolution and service information to customers. Ensure high quality to follow up customer calls when necessary. Ability to accurately document all call information according to standard operating procedures. Recognize, document, and alert the management team of trends in customer calls. Research, identify and report all customer complaints using applicable procedures. Identify and escalate issues to team lead.
Final test equipment prior to shipment
Ability to install equipment and train customers when required. Ability to accurately document technical updates and distribute as required. Maintain inventory
Responsible for company assets relating to the position. Ability to assist with afterhours telephone support. Demonstrate ability to work fixed shifts to meet business needs. Apply best practices in service training.
Assist with part order fulfillment.
Assist with CDS BMET position as needed, including but not limited to in house laboratory support, testing or light repairs – lab.
Provide Sales support
Provide monthly reports to Sweden for tracking and trending Manage service contracts for the analyzers
Admin for Apptivo our customer reporting system, update lot numbers, accounts and new analyzers Support our Quality Program ECQAP
Perform other duties as assigned by management.
Quest Diagnostics, Exam One, – remote position, 2022 –2022 Tele Underwriting I
Call and receive calls from clients who have applied to life insurance. Collect medical history.
Confirm information given to the producer.
Achieve all metrics, such as productivity, quality, and have 17 to 20 completed interviews per day. American Income Life, Boston MA remote position 2020 – 2022 Supervising Agent
Provide advice to clients and recommend insurance products that will fill their needs. Provide intermediary services
Provide the best customer service to maintain and retain clients Expand customer base
Train new agents
Diagnostica Stago Incorporated Parsippany, NJ 2012 2020 Hotline Manager – Coagulation Unit (remote)
Manage technical support representatives, develop performance reviews, and facilitate technical training for the Technical Support group and International Distributors. Analyze and review comprehensive testing used to make recommendations in instrument design and implementation of innovative technical solutions.
Delegate tasks and oversee multiple projects for domestic and international accounts. Oversee customer complaint processes, in house testing for complaint resolution and updates for the technical support medical device analyzers.
Participate in the RTQ2 meetings to discuss complaints and cases that can be potentially reportable to the FDA.
Review cases before submitting to Regulatory Affairs and Quality Assurance Group to determine if it meets the criteria of an MDR or MDPR.
Participated in CAPA reviews, IMS submission, and recommendations on revamping processes. Facilitate presentations for the sales and technical product specialists in new products and global marketing trends.
Manage the QAP and Qualiris programs.
Manage and train staff along with technical specialists on the CRM, products and instrumentation. Develop and Update Standard Operation Policies.
Collect, submit, and present data for the Business metrics Attend to all customer complaints and bring solutions that will fit their needs. Liaison between Diagnostica Stago France.
Lead for the Clinical Review Team
TCOAG US, Incorporated Parsippany, NJ 2010 2012
Technical Manager – Coagulation Unit
Manage technical support representatives, develop performance reviews, and facilitate technical training for the Technical Support group.
Analyze and review comprehensive testing used to make recommendations in instrument design and implementation of innovative technical solutions.
Delegate tasks and oversee multiple projects for domestic and international accounts. Oversee customer complaint processes, contractual agreements, and updates for medical instruments. Facilitate presentations for the sales and technical product specialists in new products and global marketing trends.
Manage and update the online “Sales Force” information system. Collect, submit, and present data for the Business metrics. Trinity Biotech, Berkeley Heights, NJ 2006 2010
Manager of Hemostasis Technical Support (remote)
Manage and oversee multiple projects and seven staff members. Facilitate technical training for the Technical Support. Perform comprehensive data review and analysis.
Recommend new instrument designs and implementation of technical solutions. Oversee customer complaint processes and updates for instrumentation. Assist and inform the sales team and technical product specialists of product updates and field information.
Collect and submit data for Business metrics.
Diagnostic Products Corporation, ISD Flanders, NJ 2003 2006 Global Investigation Specialist
Specializing data review and development of action plans to resolve unusual technical issues. Providing on site customer support.
Facilitate training for personnel in immuno assays. Coordinating a product development committee for new products development. Implement testing of new software prior to commercial releases. Hackensack University Medical Center 2002 2003
Medical Laboratory Technologist
General Technologist overseeing the Chemistry and Hematology instruments. Responsible for the maintenance and Quality Control on analyzers. Performed cultures in Micrology specimens.
Performed microscopic readings on blood smears and blood cultures. Performed phlebotomy and bleeding times.
Will supply references upon request
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