Customer Service Quality Assurance
Resume:
Kevin A. Figueiredo
Dorchester, MA 02124 *****.**********@*****.***
PROFESSIONAL EXPERIENCE
Genzyme (Cambridge, MA) April 2008 - present
Supervisor - Biosurgery Customer Care April 2008 - present
• Manage Customer Care department which oversees the support of Carticel, Epicel, Seprafilm, HA, and Synvisc
• Creating, Implementing, and revising Standard Operating Procedures, to ensure that all practices are governed by a validated process.
• Attend Seprafilm and HA Sales & Operation meetings, HA manufacturing production meeting, and Compliance meeting to ensure that Customer Care is represented.
• Interviewing and hiring of all direct subordinates.
• Build relationships throughout the organization (Regulator, /Marketing, Distribution, Marketing, Sales Finance, Quality, Manufacturing, Logistics) to ensure consensus can be reached regarding important issues
• Work with HRBP to ensure all employee issues are being dealt with properly and effectively.
• Participate in internal QC audits, and external regulatory agency audits (FDA, ISO, EU and other foreign regulatory agencies).
• Develop and maintain relationships throughout the global company, and find ways to harmonize processes.
• Manage relationship with outside vendors.
• Work closely with the distribution department to ensure that all Seprafilm product ships to the customer as scheduled and resolve any issues that may arise.
• Responsible for updating Customer Care Portal on intranet.
• Introduced new metrics for staff, and hold individual contributors accountable for department goals.
• Constant communication with the Sales force, and managing ongoing projects affiliated with different product lines.
• Constantly looking for new ways to improve the status quo, and challenge the way things are done to improve the process and maximize productivity.
• Participated in budget planning and management for the business unit.
• On-Call 24/7 for handling escalated issues that come through the On-Call pager.
• Create job postings, interview candidates, work with 3rd party recruiting firms, and hire full time/contract employees.
America Properties Inc (North Easton, MA) June 1998 – Present
Property/Office Manager (part-time) June 1998 - Present
• Manage outside contractors’ adherence to contracts and timelines.
• Responsible for financial reporting and analysis.
• Attending to and resolving issues of tenants and condo owners.
• Constant and transparent communication with the members of the board of trustees to decide next steps.
• Negotiate bids and set service level expectations with contractor/vendors.
• Responsible for on-going preventative maintenance of all properties, and assessing long term capital needs.
• Resolve ad hoc issues concerning breaches of contract and lease.
• On-line marketing of vacant properties and screening of applicants.
• Showing and leasing of apartments and addressing any concerns.
• Manage A/R, A/P, and Invoicing
• Responsible for ensuring any ad hoc projects come to a successful completion.
• Continuous improvement of data management systems to ensure information is can be accessed quickly.
MFS Investments (Boston, MA) Feb 1999 - April 2008
Unit Manager - Premier Partners, Assist Center, and Client Services Oct 2007 - April 2008
• Managed all functions of three different departments (Premier Partners Group, Assist Center, and Customer Care) in 2 locations Boston, MA and Phoenix, AZ.
• Implemented strategic plans and business initiatives to minimize risk while focusing on premier customer service.
• Participated in budget planning and management for the business unit.
• Worked closely with MFD (Inside/Outside Sales Forces) to ensure the high producing brokers’ needs were being met.
• Implemented and revised standard operating procedures to ensure all departments within the Communications business group were adhering to prospectus and SEC regulations.
• Managed relationships with outside vendor contracts and holding them accountable to agreed quality metrics.
• Acted as lead for several different projects (ERP systems, globalization projects, and harmonization efforts), and managed the project effectively to meet tight deadlines.
Section Manager - Customer Service Jan 2002 -Oct 2007
• Key member of the implementation of Standard Operating Procedures.
• Managed employees to ensure compliance with all MFS policies and procedures and federal regulations are followed
• Responsible for policy and procedure development and interpretation
• Ensures timely communication of pertinent information by conducting regular staff meetings
• Writes and conducts performance appraisals, and negotiates salary increases and bonuses
• Interviews and makes hiring decisions
• Works with Human Resources to ensure disciplinary problems are dealt with immediately and properly
• Motivates, educates, and professionally develop employees
• Manages relationships with outside vendors
Quality Assurance Representative I, II, and III Dec 1999 - Jan 2002
• Examined prior day wire transactions for appropriate documentation and banking instructions for management
• Assessed the exposures of loss and gain for entire Customer Services Department
• Updated all prior day financial transaction totals into excel spread sheet for management
• Calculated the productivity figures for the Quality Assurance department
• Inspected all transactions processed by Customer Services representatives for accuracy
3sevens Inc April 1998 – Mar 2004
Sole Proprietor – Promotions and Event Planning April 1998 – Mar 2004
• Responsible for all event coordination from concept to execution for events from 30-900 guests.
• Negotiated all vendor contracts, and ensure that service metrics were met.
• Managed excel spreadsheets and profit and loss statement for all events.
• Maintained company’s website with up to date and accurate information, as well as the 2000 person distribution list.
• Marketed all events using all methods from street marketing, email marketing, and networking websites.
• Responsible for all Invoicing, A/P, and A/R
• Business to Business sales
EDUCATION
University of Massachusetts at Boston
BA in Philosophy - May 1998
Graduated Cum Laude
COMPUTER SKILLS
Microsoft Office (Word, Excel, Power Point, Outlook), AWD, DST, TA2000, SalesLogix, MFG/Pro, Avaya, Paradox Scheduler, and Lotus Notes
LANGUAGE SKILLS
Speak conversational Portuguese fluently. Speak, read, and write Spanish at a basic level.
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