• Handle high call volume of customer inquiries while personalizing the customer’s experience and identifying their needs.• Confirm refunds, take payments, place orders and exchanges, and analyze account data.• Assist customers by problem solving and de-escalating unique situations.• Navigate multiple screens and systems such as Clic, Avaya, Verint, Star, Qfinity and MS Teams.• Troubleshoot own technical problems and partner with IT when needed.• Work at home.

Temporary contracted employment for assignment. Completed assignment:• Policy Specialist - PharmaLink Inc - Pharmaceutical Reverse Logistics and Disposal Provider - Researching and analyzing manufacturer return goods policies. - Accurately entering data into the Return Policy Engine policy grid. - Maintaining an accurate and real-time policy grid for correct processing results.

Medical Device Manufacturing• Ensured timely resolution of inquiries and maintained data accuracy within the SAP S/4 system.• Managed the creation, updates, and analysis of master data, collaborating with global experts for system-wide modifications.• Actively contributed to further develop standards, processes, procedures, and overall data governance.• Provided comprehensive training on master data processes to ensure compliance and offered backup support for team members.• Collaborated with cross-functional teams to successfully launch new product lines, comprehensively understanding the end-to-end impact of design changes• Cultivated strong relationships with stakeholders across diverse departments to facilitate effective product lifecycle management.• Contributed to the QMS by advocating for cGMP and GDP, ensuring continuous improvement.• Led the implementation of Material Master, Bill of Materials, and Routing changes in alignment with change management protocols.

Water/Wastewater Utility Services• Oversaw compliance and maintenance of water/wastewater utility assets across multiple contracts.• Developed and managed the iMaint CMMS, enhancing asset management for various clients.• Lead software upgrade initiatives, including training and support for new system features.• Spearheaded the transition from iMaint to Cartegraph OMS in local office, integrating dashboard reporting and mobile functionality.• Designed Google Forms for efficient data collection, streamlining communication and maintenance processes.• Authored and implemented preventive maintenance schedules in accordance with manufacturer guidelines.• Facilitated coordination among management, supervisors, and crews for maintenance task allocation and emergency response.• Analyzed data to ensure accuracy and oversaw quality control measures.• Generated reports to track performance metrics and fulfilled contract performance requirements.• Communicated with stakeholders regarding necessary non-standard emergency repairs.• Verified work authorization documents and collaborated with Project Managers for asset system updates.• Performed troubleshooting on business equipment and served as the point of contact for external IT services.

• Conducted data entry and optimized existing reports for enhanced accuracy and efficiency.• Supported maintenance operations through dedicated task execution.

Aerospace and Defense Complex Systems Manufacturing (location restructured under Spartronics)• Partnered with engineers to create and enhance CCA, Cable and Wire Harness, and Box Build manufacturing processes using Factory Logix, Dynamics AX, and Agile CM to ensure product consistency and quality while minimizing rework.• Interpreted technical documents and developed process instructions, checklists, and visual aids to support manufacturing operations.• Managed Material Masters and BOMs, streamlining part procurement and production preparation.• Collaborated with cross-departmental teams to rectify documentation inaccuracies and advised on drawing and data improvements.• Executed Engineering Change Notifications and Process Change Requests to maintain production standards.• Upheld revision control and managed critical manufacturing documentation, including QML and QA/RI instructions.• Created analytical reports and visualizations to monitor production workflows and identify productivity enhancements.• Ensured compliance with regulatory standards and upheld strict confidentiality protocols.

• Managed daily transcription and submission of job code time charges for over 100 employees into the Dynamics AX system.• Enhanced data accuracy by identifying error patterns, retraining staff, and implementing process improvements.• Designed and instituted a new process for advanced absence approvals, including the corresponding company policy.• Refined absence tracking reports to monitor attendance and HR-related corrective actions.• Developed analytical reports to improve tracking of assemblies and work orders, boosting production process visibility.• Created a semi-automated Kanban system in Excel to oversee inventory transfer for an Offsite Warehouse.

• Successfully acquired and revitalized a martial arts gym, tripling membership. Managed office and sales responsibilities.• Instructed students in forms, weapons and sparring and prepped for tournaments in class and private lessons. Detail coach.• Established a competitive mixed martial arts fight team, fostering both amateur and professional talent.

• Developed and delivered reports for management, enhancing corporate reporting processes.• Analyzed KPIs to guide team performance improvements.• Identified and resolved process inefficiencies, securing stakeholder approval for changes.• Managed the Employee Corrective Action Database, ensuring adherence to HR protocols.• Evaluated employee disputes on corrective actions as a member of the Peer Panel Review Board, ensuring fairness and protocol adherence.

• Supported call center managers through dedicated task execution.• Conducted data entry, reports generation and data analysis.