Rosanna Hernández Email & Phone Number

Hamilton, Ontario, Canada

Toronto Y Alrededores, Canadá

- Lead the QA´s team with more than 10 analyst for all campaigns in Toronto´s office- Participated in new projects launching, from design to operational launching- Implemented the quality management system for the 2 major campaigns, achieving 86% compliance in the 2015 Corporate Audit- Designed and implemented QA monitoring forms and scoring guidelines, for voice and social media (chat and email) transactions, based on business requirements and internal policies- Lead and coordinated the quality management system internal audit for all processes to be audited- Coordinated and followed up with all areas the corrective action plans according to audits results- Created the Quality Assurance Daily and Monthly Report for seniors managers and directors- Designed continuous quality assurance training plan for new and existing agents with 95% compliance- Liaison with Montreal Site and Corporate Office in USA for standardization and process improvements- Improved campaign QA metric from 50% compliance to 88% in 9 months, according to client standards

Toronto, Canada

• Monitored agents calls to ensure client satisfaction and procedures compliance• Gave feedback to agents in order to improve their performance and customer experience• Developed daily and weekly QA reports for senior management• Identified trends and provide recommendations to call center leaders for continuos improvements.• Participated in weekly external and internal calibration meetings• Delivered QA training for new and existing representatives

Caracas

- Led the environmental legal compliance team for all locations nationwide, reaching the goal for more than 7% of compliance for 3 continuous years- Developed more than 15 procedures for the company, and supervised their implementation in all facilities nationwide (corporative offices, manufacturing plants and distribution centers)- Implemented continuous improvement and the eco-efficiency initiatives at 18 manufacturer plants and 16 distribution centers- Promoted and supervised the implementation of 3R programs (Reduce, Reuse, Recycle) in all facilities (18 manufacturer plants and 16 distribution centers)- Evaluated and help improve operational problems involving environmental issues such as disposal of hazardous wastes, water treatment and particle and gas emissions- Designed the internal audit programs of the environmental management system, consolidated and analyzed results and helped implementing improvements in all facilities- Evaluated Environmental Management System - ISO 14000 and implemented it in accordance with the internal systems already in place in 18 plants- Audited the environmental management system of 18 manufacturing plants and 12 branches, with more than 160 hours per year as lead auditor- Implemented and evaluated Environmental Indicators based in the Global Reporting Initiative (GRI) and reported monthly to company’s Directors together with recommendations - Developed the Empresas Polar’s Sustainability Report annually- Supervised the environmental impact of projects such as plant extensions, deep water well drilling and improvements in process- Assessed 20 manufacturer facilities nationwide in regulatory inspections and compliance for permits approval- Prepared and monitored budget and travel expenses

Caracas

- Planned, performed and documented GMP and Quality Management System internal audits in manufacturing plants, warehouses and suppliers, in accordance with internal policies, standard operating procedures and regulations, in more than 40 facilities nationwide annually- Certified Lead Auditor 9001 (IRCA Reference A17230)- Consolidated and conducted followed up correctives and preventatives actions plans in response of each audit, integrating all departments to ensure commitment and compliance on time- Reported periodically to senior management and company’s Directors the audits results and requirements needed to achieve the goals- Implemented the Quality Policy in 18 manufacturing plants and 12 distribution centers- Implemented and supervised Good Manufacturing Practices and Quality Management System of 10 warehouses, increasing the compliance in more than 30% in 2 years- Designed and delivered training about quality assurance policies and good manufacturing practices to all employees annually- Developed and consolidated monthly quality indicators in manufacturing and commercial areas - Performed monthly sanitary inspections at productive areas, warehouses and customers locations to ensure sanitary product conditions- Designed, implemented and executed a program with customers by technical quality support and training, to ensure compliance according to regulations and company’s policies, improving sanitary and storage conditions in more than 40%- Managed both internal and external product quality complaints and claims, improving timing response and customer satisfaction by 15%- Performed daily physical and chemical analysis of raw materials, products in process, final products and packaging materials- Reviewed lab results of microbiological analysis of water samples, and directed corrective action plans to ensure the regulations compliance- Controlled pesticides inventory and supervised the Pest Control Management Program in 8 warehouses