Technical Support Customer Service

Donna S. Wedl

Email: ******@*****.*** LinkedIn: https://www.linkedin.com/in/donna-wedl/

PROFESSIONAL SUMMARY

Accomplished customer service and operations leader with 15+ years of experience across healthcare, manufacturing, and technical support sectors. Skilled in cross-functional collaboration, regulatory compliance, ERP/CRM systems, order management, and team development. Known for implementing Lean Six Sigma improvements, driving customer satisfaction, and optimizing performance through training and innovation.

PROFESSIONAL EXPERIENCE

Palermo Pizza – Jefferson, WI

Plant QA Supervisor / Senior Lead QA Auditor / Lead QA Auditor

Feb 2023 – Mar 2024

Supervised a team of 6, ensuring raw material COA accuracy, document control, and adherence to SOPs, WIs, and PRPs.

Maintained site-wide QA coverage across all shifts.

Collaborated with operations and warehouse to resolve SOP deficiencies.

Led internal audits, corrective actions, and HACCP activities.

Supported new product launches with documentation and audit preparation.

Introduced process improvements, including swab labeling and reducing changeover times.

Trained and mentored new QA employees to enhance team performance.

Dedicated Computing – Waukesha, WI

Service Manager

Sep 2022 – Jul 2023

Managed a 12-member support team in a high-end technical service environment.

Directed KPI planning, strategic initiatives, forecasting, and SLA execution.

Reduced aging inventory by 20% through targeted inventory management.

Conducted customer QBRs to enhance relationships and satisfaction.

Ensured ISO, FDA, and HIPAA compliance through audits and risk assessments.

Developed service policies and value-added offerings to increase efficiency.

DynaVap – Remote

Sales Account Manager

Nov 2019 – May 2022

Led B2B onboarding, digital marketing campaigns, and monthly forecasting.

Managed order processing, fulfillment, and SaaS support.

Represented the company at trade shows and managed wholesale partnerships.

Administered HubSpot and Shopify platforms.

Supported ISO program development and compliance activities.

Norland at Swissray – Fort Atkinson, WI

Technical Support Engineer

Jun 2014 – Oct 2019 & Dec 1997 – Apr 2000

Provided phone and onsite support for medical imaging products.

Delivered global application training, billing, and order management.

Maintained compliance with ISO, HIPAA, CE, UL, and FDA regulations.

Supported SaaS systems and internal IT troubleshooting.

Managed department metrics, P&L, and lifecycle documentation.

VIASYS / Cardinal Health / CareFusion / Natus Medical – Madison, WI

Global Customer Service Manager / Customer Care Manager / Interim Director

Aug 2005 – Feb 2014

Directed operations for customer service, factory repair, and technical support.

Oversaw a 24-person team across service and repair functions.

Led KPI strategy, SOP creation, and cross-department collaboration.

Participated in product lifecycle management and corporate transitions.

Maintained inventory, documentation, and customer-facing metrics.

Danfoss Graham – Milwaukee, WI

North America Regional Service Manager

May 2000 – Jul 2005

Managed 40 field offices and 90+ field staff across B2B/B2C territories.

Conducted contract negotiation, performance evaluations, and dispatch oversight.

Designed service marketing strategies to increase value and customer retention.

Specialized in HVAC, energy, marine, automotive, and manufacturing sectors.

Led territory support, customer relations, and vendor collaboration.

TECHNICAL SKILLS

CRM Systems: Salesforce, HubSpot, Clientele

ERP Platforms: SAP, Oracle, NetSuite, AS400, JDE, Syteline, NAV

Product Lifecycle Tools: Arena

Software Tools: Microsoft Office Suite, Google Workspace, Shopify, Mondays, ADP

Compliance Expertise: ISO, HIPAA, FDA, CE, HACCP, Internal Auditing

AI Tools: ChatGPT, MidJourney

Training Systems: Alchemy Training, Workforge

EDUCATION

Associate of Science in Engineering – Herzing University

Senn Delaney: Culture Shaping & Change Management

Franklin Quest: Time Management

CERTIFICATIONS

Lean Six Sigma Certified

HACCP Certified

Internal Auditing Certified

AWARDS

VIASYS Chairman’s Club Award – Global Top 1%

Bingham Service Award – Outstanding Sales Achievement

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