Program Manager Customer Support

Sheila Kruzel

***** * ******** ** ******, CO ****8 540-***-**** ***********@*****.***

Summary: Seasoned mid-level program manager with 10+ years of management and customer support experience with excellent problem-solving, oral, and written communication skills. A proven performer, I possess a diversity of work experience, and I am seeking a new opportunity to put my knowledge and abilities to work for organizational success.

Experience

February 2020 – 2025: Tempur-Sealy International, Albuquerque, NM

Environmental Health and Safety: Administers key EHS programs for leading international mattress manufacturer. Ensures organizational compliance with state and federal occupational health regulations. Applies EHS knowledge in the identification of potential hazards in the daily plant operations to ensure safe working conditions for 400+ employees. Member of plant Safety Committee acts as a first responder for incidents on the plant floor. Maintains communications with first responders, (emergency medical/fire/police services) plant supervisors, and employees alike to ensure EHS matters are addressed quickly and effectively. Maintains EHS data, produces incident case files, conducts fact-finding, investigation of plant operations, and initiates communications with incident participants. Provides newcomer orientation/ongoing EHS training sessions. Maintains and reviews plant Material Safety Data Sheets (MSDS) as well as Occupational Health and Safety (OSHA) regulations, and continuously monitors use of Personal Protective Equipment (PPE) of plant employees. Relays proper disposition of chemical and technical information for plant operations.

November 2017 - August 2019: Laboratory Corporation, (Lab Corp) Herndon, VA

Lab Support Services Supervisor: Supervised 70+ employees at medical testing laboratory. Ensured medical patient screening/testing was conducted in accordance with applicable state and federal medical regulations/requirements. Planned day to day work schedules, assigned work, maintained time and attendance records. Initiated procedures for timely tracking and shipment of medical specimen packages for critical patient medical diagnoses and procedures. Managed flight schedules for time sensitive testing, monitored courier schedules to ensure coverage for timely execution of shipments occurred. Maintained contact with medical doctors, medical providers, and lab techs to ensure patient results were transmitted in a timely manner.

November 2016 – September 2017: New Mexico Health Connections, Albuquerque, NM

Medical Claims Specialist: Managed patient medical claims and performed case management work. Performed reviews of patient coverage, medical procedures, and delivery of medical equipment. Managed high-dollar accounts, conducted fact-finding, interviewed patients, client advocates and medical providers. Collected and performed data entry, and maintained client contact listings. Managed medical records, provided quarterly reports to management.

June 2013 - June 2016: Impak Films, Atlanta, GA

Logistics /Customer Support: Managed logistical support for domestic and international distribution of food product containers. Conducted business/shipping transactions with international suppliers to include China, Indonesia, Italy, Dubai, Spain, and the United Kingdom. Applied shipping/freight regulations, and ensured customer deliveries contained applicable certificates of analysis, manifest and packing listings. Maintained effective working relationships with U.S. Customs and Border Protection (CBP) representatives to ensure international consignments entered the U.S. with appropriate documentation and clearance. Functioned as logistics safety coordinator, ensured applicable safety measures were applied/adhered to with respect to all shipping activities.

January 2008 – April 2010: Integrity Staffing Services, Winchester VA

Staffing /Human Resources: Managed professional hiring/staffing actions for Virginia’s shipbuilding and repair industry, along with professional positions. Fostered strong working relationships with hiring managers/partners to match candidate talents with mission needs. Conducted job candidate background/reference checks, screened/reviewed resumes, conducted interviews, and determined knowledge, skills and abilities needed for positions. Assembled hiring packages, processed pay actions, reviewed employment forms, developed training for new employees, and managed Worker’s Compensation claims.

Training, Certifications and Skills

Excellent Customer Support/Service Skills

Languages; Fluent in Spanish, English

Microsoft Office: Access, Excel, Outlook, PowerPoint, TEAMS, Word

OSHA 20/24/40- HazWoper Training Certification

OSHA 30 Hour Outreach- General Industry

OSHA 1910 General Industry Regulations Training

OSHA New Hire Orientation

American Heart Association- CPR and First Aid Certified

Blood Pathogens Training Certification

Fire Extinguisher and Fire Prevention Training

SAFE Start Sustainability Training Certification

Back Safety in Industrial Environments

Active Shooter and Workplace Violence

Aerial Work Platforms: Safe Operation of Scissor and Boom Lifts

Emotional Intelligence-Great Leader Training

Leadership Training

SAP/WIZE

Forklift Trainer/Train The Trainer

References Available Upon Request

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