Customer Service Representative supporting existing customers from across the US manage their policies. Part of a fast paced and changing team environment requiring effective verbal and written communication skills. Able to manage extremely high call volume (~60+ calls a day) with strong multitasking, computer and time management skills. Meet or exceed daily goals for product promotion during support calls and department metrics. Derive job satisfaction from being able to help customers and transition some from being irate to being statisfied.

Work flexible hours to support peak hours. Prioritize and complete multiple concurrent tasks. Provide prompt quality customer service to a diverse clientele including both individual and corporate customers. Solicit feedback regarding customer satisfaction. Process special orders for customers. Deliver orders to customers. Assist in training new employees on all company tasks.

Printed Circuit Board Manufacturing process engineer for paging products. Programmed surface mount technology pick and place machines for populating paging product printed circuit boards. Conducted root cause analysis of factory quality defects. Coordinated with Development to pilot changes to current and new products in Manufacturing.

Managed a team of 28 factory associates. Developed and managed high performance work teams. Ensured compliance with training and compliance requirements. Consistently met all factory shift performance metrics for delivery, productivity, utilization, quality, safety and housekeeping.• Identified as a “High Potential” manager• Drove quality to its best level as the Quality Champion presenting to the leadership team weekly.• Seen as the key factory contact by non-factory organizations.

Performed root cause analysis in support of paging manufacturing and development operations. Facilitated communication between product engineers to drive analytical testing and problem solving. Analyzed housings, printed circuit boards, integrated circuits and individual electronic parts as well as factory processes. Setup and maintained lab instrumentation such as the Scanning electron microscope, FTIR, Gas Chromatograph and the B&D Decapulator. Initiated alternative Printed Circuit Board (PCB) sourcing focusing on domestic availability and cost reduction.• Insured ISO9000 compliance for Analytical Lab Instrument calibration• Key contributor to a 5X Analytical Lab cycle time reduction• Improved techical communication by instituting a weekly product issue report• Established lab surveys to determine Customer Satisfaction with lab services and to drive continuous improvement.

Provided analytical support to the development and manufacturing operations for the production of solid rocket fuels. Supported EPA Laboratory certification. Responsible for analytical test equipment maintenance and repair. Consistently met project deadlines.

Responsible for teaching Pre-Med MCAT preparatory class. Subjects included Physics, Biology and Chemistry

Responsible for recitation and laboratory instruction in instrumental analysis, quantitative analysis, inorganic and general chemistry• Received Teaching Assistant of the Year Award, 1990