Customer Service Technical Support

Diana Nagel Johnson Garner, NC ● 919-***-**** ● ***********@*****.*** Detail-oriented and customer-focused professional with experience in disaster assistance, manufacturing, and technical support roles. Adept at handling high-pressure situations, providing excellent customer service, and ensuring compliance with federal regulations. Strong communication, problem-solving, and data-entry skills. Seeking a Remote or Hybrid Customer Service Representative position to leverage my experience in assisting customers and managing inquiries efficiently. SKILLS & ABILITIES • Customer service & support (Phone, Email, Chat) • Conflict resolution & problem solving • CRM & Data Entry (FEMA Systems, SAP) • Strong Communication & Active Listening • Technical Troubleshooting & Documentation • Compliance & Regulatory Adherence • Multitasking & Time Management EXPERIENCE The Midtown Group October 2024-March 2025 FEMA Disaster Assistance Representative; Remote • Provided information about available FEMA assistance programs. • Collected and documented data to determine federal aid eligibility. • Coordinated with local and state officials on damage assessments. • Determined eligibility for financial aid and disaster relief programs. • Ensured compliance with FEMA policies and federal regulations. • Explained available resources and guided survivors through the recovery process. • Referred applicants to additional support services, such as housing assistance or Small Business Administration (SBA) loans. • Prepared reports on disaster response efforts and progress. • Worked long hours, including evenings and weekends, during active disaster responses. Avantor Fluid Handling November 2020-May 2024 Assembly Cleanroom Technician; Morrisville, NC • Followed detailed assembly instructions and blueprints. • Adhered to strict cleanroom protocols (e.g., wearing protective suits, gloves, masks). • Performed quality control tests using measuring tools, microscopes, or automated systems. • Calibrated equipment to meet production standards. • Collaborated with engineers to refine assembly procedures. • Maintained logs of completed work and ensured traceability. • Recorded production data, test results, and process deviations.

Merck Pharmaceuticals via Spectraforce Technologies May 2020 – October 2020 Production Associate II; Durham, NC • Assisted in the production of pharmaceuticals, including weighing, measuring, and mixing raw materials. • Adhered to Good Manufacturing Practices (GMPs) and Standard Operating Procedures (SOPs). • Completed required documentation to maintain compliance and traceability. • Assisted with equipment calibrations and process validations. • Recorded production data and test results for batch records. • Worked in cleanrooms or controlled environments as required. • Transported raw materials, components, and finished products within the facility. Merck Pharmaceuticals October 2017-July 2019 Production Associate I; Durham, NC • Utilized SAP to create labels and order inventory. • Completed Aseptic Material Transfers following SOP guidelines. • Completed Filter Integrity Testing with the Paltronics Machine, utilizing GMP requirements. • Participated in GMP Aseptic Gowning; GDP and awareness of FDA and Merck Compliance; and transfers and thaw activities. • Inspected products for defects or inconsistencies. • Cleaned work stations and maintained organized production areas. • Adjusted to changing production needs and priorities. • Completed batch records and log sheets as needed. Seqirus Pharmaceuticals January 2017-July 2017 Manufacturing Associate; Holly Springs, NC • Monitored production processes to ensure compliance with batch records and procedures. • Handled raw materials, intermediates, and finished products in a controlled environment. • Conducted environmental monitoring and documented observations. • Reported deviations, non-conformances, or equipment malfunctions. • Performed root cause analysis and corrective actions when necessary. • Performed routine cleaning and sanitation of manufacturing areas and equipment. • Ensured sterility and proper handling of sensitive biologic materials. • Supported continuous improvement initiatives to optimize manufacturing efficiency. NNE Pharmaplan March 2016-September 2016 Cleanroom Performance Technician; Morrisville, NC • Documented environmental conditions and reported any deviations. • Ensured proper documentation of validation activities for audits. • Conducted routine calibration and troubleshooting of cleanroom monitoring equipment. • Prepared technical reports and documentation for audits and regulatory inspections. • Supported cleanroom design modifications and upgrades. • Maintained proper handling of cleanroom testing chemicals and materials. Glaxo Smith Kline July 2015-March 2016 Production Maker I; Zebulon, NC • Set up, cleaned, and maintained the machines on two packaging lines for Metered Dose Inhalers while staying in compliance of SOPs and FDA standards. • Successfully worked within a team and independently to provide inhalers for the global market. • Inspected products for consumer satisfaction. • Maintained detailed reports of production activities, including logs, reports, and deviations. • Followed all health, safety, and environmental guidelines to maintain a safe workplace.

EDUCATION Wake Tech Community College; Raleigh, NC August 2014-October 2014 Certification in Biotechnology Cook Vision Institute; Marietta, GA Nov. 1993-March 1994 Vision Therapy Certification St. Pius X High School; Chamblee, GA August 1978-June 1982 High