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group lead complaint handling resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
I bring a broad background in operations, complaint handling and employee management. Enthusiastic team player dedicated to process improvements and staff development.
Skills
  • Process improvement
  • Project management
  • Recruitment and talent development

  • Customer-oriented
  • Results-oriented
  • Lean manufacturing
Work History
Group Lead Complaint Handling , 05/2013 - Current
Precision Castparts Corporation Jenkintown, PA, Responsibility leading 10 full time direct employee including 4 Clinical Complaint Specialists.   Plan and guide each report through their individual career development plan within WorkDay.  Conduct mentor and coaching sessions monthly with each direct employee to ensure they are meeting their outlined Goals and Objectives Staffing of temporary resources for Complaint Handling Intake and Review and Closure functions within department. Communication of any changes or updates with staff through email, department meetings, or on a one-on-one basis.  Subject Matter Expert for Complaint Handling for Customer Quality Department for audits Responsible to conduct year end compensation and salary planning for staff. Responsible for analyzing and investigating complaint information to ensure complaints are adequately addressed in a timely manner.  Lead the transition of moving to an electronic database for complaint information Maintains and continually improve the complaint process to ensure that problems reported are recorded and investigated promptly, reports required by FDA regulations are filed within the prescribed time limits, and issues identified are address through coordination with the appropriate business functions.  Assists with the development and management of the Customer Quality departmental budget Collaborate with other groups such as engineering, clinical, medical safety, regulatory, research and marketing to ensure a thorough and accurate complaint investigation and MDR decisions. Supports the facility in identifying and eliminating compliance risks. Partners with appropriate functional departments to achieve effective corrective action. Serves as a liaison between the quality assurance department and other departments to ensure timely and accurate completion of complaint investigations and MDR reports and summarizes results and makes suggestions for changes.
Complaint Handling Analyst/Specialist, 03/2012 - 05/2013
International Paper Company Three Rivers, MI, ·        Supporting the product complaint program and complaint analysts with activities related to complaint investigations including initial assessment and identification of complaints related to adverse events. ·         Responsible for analyzing incoming product complaints, the determination of requirements for investigation, the investigation and evaluation of complaints, and for finding solutions to customer issues by working interactively with cross functional teams. ·        Write and approve investigation reports as delegated by complaint analysts for certain, pre-determined complaint categories.  ·        Coordinate with affiliates, verify product code/lot code information in AS400; conduct complaint database searches as well as complete complaint closures.  ·        Collaborate with appropriate functional departments to achieve effective corrective actions and document within the complaint handling database. ·        Responsible for supporting the quality processes associated with product complaint handling, procedures, and controls to ensure that all complaints are processed in accordance with established company procedures and worldwide regulations and standards. ·        Evaluates all complaint related information to ensure appropriate Analysis, Investigation, Root Cause, Technical, Clinical, and Quality Engineering Review, and any appropriate actions are undertaken and documented.
Manufacturing Supervisor, 03/2006 - 03/2012
DePuy Synthes City, STATE, Ensured that work in the medical device industry takes place as per guidelines and regulations Ensure that all safety standards are met machinery in the production house is safe and working optimally Ensured that employees perform efficiently to meet standards for department goals Formulated guidelines and regulations for better performance of employees Act as a liaison between labor and upper management Overseen the raw materials procured, final goods produced and finances involved within AS400 and SAP Trained new employees in safe and high performance Updated department KPI metrics Conducted safety drills to prepare employees for emergency situations Conducted workshops in order to train workers in better work methods Ensured that the production targets of the company are met Presented monthly reports to managers and relay any requirements Assisted lean manufacturing manager and activities
Production Associate, 02/2001 - 03/2006
DePuy Synthes City, STATE, Production assoicate on manufacturing shop floor within the packaging and west side general departements.
Education
Bachelor of Science: Management, Expected in 2016
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Grace College - Winona Lake, Indiana
GPA:
Status -
Associate of Science: Business Administration , Expected in 2014
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Indiana Tech - Fort Wayne, IN
GPA:
Status -

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Resume Overview

School Attended

  • Grace College
  • Indiana Tech

Job Titles Held:

  • Group Lead Complaint Handling
  • Complaint Handling Analyst/Specialist
  • Manufacturing Supervisor
  • Production Associate

Degrees

  • Bachelor of Science
  • Associate of Science

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