Customer Service Leader and Quality Assurance Specialist

Rupal Patel

**** * ******** **** ** • Glendale, AZ 85310

623-***-**** • ********@*****.***

Professional Summary

Results-driven Customer Service Supervisor and Quality Assurance Professional with 20+ years of experience in customer service leadership, quality auditing, calibration, metrology, and office administration. Skilled in direct customer contact (Teams, email, phone), billing, invoicing, employee management, vendor certification, and shipping operations. ISO/IEC 17025 compliance, and medical PACS systems, with proven expertise in domestic and international shipping (UPS, FedEx, DHL). Committed to excellence in customer service and calibration management, driving accuracy and reliability in every process. Core Competencies

• Customer Service Leadership & Direct Client Support

• Account Management – Bridgestone

• Billing, Invoicing & Payroll Administration

• Employee Scheduling & Team Management

• Vendor Certification & Supplier Compliance

• Shipping/Receiving – UPS, FedEx, DHL

• Quality Auditing & Government Contract Reviews

• ISO/IEC 17025 Compliance & Metrology Support

• Data Analysis, Trend Tracking & Reporting

• Medical PACS Systems & Healthcare Administration

• Torque Wrench Calibration & Equipment Management

• Calibration Oversight & Team Support

• Solder Testing & Component Analysis

Professional Experience

Customer Service Supervisor / Account Manager

Tektronix – Peoria, AZ 2022 – 2025

• Supervise customer service operations, ensuring accurate billing, invoicing, and timely resolution of client issues.

• Direct administrative functions, including billing, records management, and payroll coordination.

• Manage employee scheduling, training, and performance evaluations.

• Oversee shipping/receiving for calibration equipment and customer orders.

• Handle direct customer contact via Microsoft Teams, email, and phone.

• Perform vendor certification activities to ensure supplier compliance.

• Partner with metrology teams to ensure ISO/IEC 17025 compliance.

• Supervise calibration processes, including torque wrench calibration.

• Maintain and manage the entire Bridgestone account, ensuring seamless operations.

Torque calibration operator/Administrator

Tektronix / Bridgestone – Phoenix, AZ 2017 – 2022

• Provided administrative support for calibration and customer service operations.

• Maintained accurate invoicing, documentation, and compliance records.

• Assisted with audit preparation and compliance tracking.

• Supported calibration of torque wrenches and instruments.

• Coordinated shipping and receiving of calibration tools and equipment. Managed inventory records and equipment tracking.

Assisted technicians in preparing torque wrenches and instruments for calibration.

• Ensured adherence to ISO/IEC standards.

• Managed domestic and international shipments via UPS, FedEx, and DHL. Office Manager

Sun Radiology – Phoenix, AZ 2015 – 2017

• Directed office operations, staff scheduling, and workflow management.

• Managed patient billing, invoicing, and collections.

• Oversaw PACS for secure storage and retrieval of medical imaging records.

• Ensured compliance with healthcare regulations and documentation standards. Quality Auditor

Tektronix (Formerly Sypris Test & Measurement) – Phoenix, AZ 2000 – 2012 • Conducted internal quality audits and government contract compliance reviews.

• Developed and implemented cost-effective process improvements.

• Performed data analysis and trend tracking for corrective actions.

• Maintained calibration and metrology documentation traceable to national standards.

• Collaborated with cross-functional teams to support ISO/IEC compliance. Testing Operator Leader – Component & Wafer Testing / Solder Testing / Cold Room / Shipping & Receiving

Bell Technologies, Inc. – Phoenix, AZ 1997 – 2000

• Led wafer, component, and solder testing operations, including cold room environments.

• Supervised and trained junior testing operators. Recorded and analyzed test results, reporting deviations to engineering teams. Assisted in calibration and setup of test equipment.

• Coordinated shipping and receiving of components and equipment.

• Supported production teams with detailed documentation and quality feedback. Education

• Bachelor of Commerce – University of Junagadh, India

• General Studies – Glendale Community College, Glendale, AZ Technical Skills

• Gage R&R, Calibration & Metrology Systems

• FSM (Field Service Management Systems)

• Medical PACS Administration

• MS Office Suite (Excel, Word, Outlook)

• ERP & Calibration Management Software

• ISO/IEC 17025 Standards & Compliance

• Solder Testing & Component Analysis

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