Customer Service / Quality Engineering

Tracy Seeley

Rochester, NY ***** +1-585-***-**** *********@*****.***

Professional Summary

Efficient and detail-oriented Quality Engineer with 10+ years of experience in quality management and customer service within the biotechnology and life sciences sectors. Proven track record in leading continuous improvement initiatives, conducting root cause analyses, and ensuring compliance with ISO standards. Skilled in cross-functional collaboration and exceptional customer support, effectively resolving complex issues to enhance customer satisfaction. Seeking to leverage extensive expertise in a remote role to drive quality excellence. Work Experience

Product Assignment specialist

QuidelOrtho Corporation Rochester, NY

January 2023 to April 2025

• Collaborated with cross-functional teams to escalate complex issues for prompt resolution

• Identified recurring customer issues and worked with the product team to implement long-term solutions

• Managed a high volume of incoming calls and emails in a fast-paced environment

• Provided exceptional customer support via phone, email, and chat channels

• Managed customer escalations by investigating issues thoroughly and providing timely resolutions Quality Engineer

Thermo Fisher Scientific Rochester, NY

December 2008 to November 2018

• Collaborated with cross-functional teams to resolve quality issues and implement corrective actions

• Performed root cause analysis on non-conforming products or processes, identifying underlying causes and implementing preventive measures

• Created detailed quality reports, including statistical data analysis, trend identification, and recommendations for process improvements

• Led continuous improvement initiatives by conducting audits, analyzing data, and implementing best practices in quality management systems

• Ensured compliance with ISO standards by maintaining documentation systems that met regulatory requirements

• Collaborated with suppliers on material qualification processes to ensure compliance with quality standards

• Conducted risk assessments on new products or processes to identify potential hazards or failure modes Customer Service Rep

Thermo Fisher Scientific Rochester, NY

December 1988 to December 2008

• Provided exceptional customer service by promptly responding to inquiries and resolving issues

• Built strong relationships with customers through active listening and empathy, resulting in a decrease in customer complaints

• Assisted customers with product selection, order placement, and tracking shipments, ensuring accurate and timely delivery

• Resolved billing discrepancies by collaborating with the finance team

• Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues

• Provided product knowledge training to new hires as part of the onboarding process to ensure consistent service quality across the team

• Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time

Education

High school diploma

Rush-Henrietta Senior High School Rochester, NY

September 1981 to June 1985

Skills

Microsoft Outlook Order entry Microsoft Excel Microsoft Office Attention to detail Computer operation Customer support Time management Customer service Phone etiquette Communication skills English Organizational skills

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