William Serrano Email & Phone Number

Heredia, Costa Rica

• Send complaint notifications to the OEMs including the initial notifications and Complaint Record changes notifications. • Cancel Regulatory Reporting Assessments and Investigation Records as applicable per Quality Assurance Agreements.• Owns and monitors complaint from open to close once escalated from inquiry • Opens due diligence objects • Determines if Product Technical Investigation (PTI) can be utilized • Assigns As Reported and Health Effects Codes • Interfaces with Original Equipment Manufacturer (OEM) or Contractual Manufacturing as applicable • Creates and communicates Customer Letter• Reviews complaint for completeness prior to closure • Closes complaint after activities are completed• Re-opens complaint if required• FUC (Final Universal Code) generation.• Using the RSA (Risk Summary App) to provide appropriate failure codes (FUC) to each complaint case.• Explain complaints files during audit situations.• Final evaluation and closure of Tier 3 complaint.• ETQ (Database for documentation of complain cases).

Heredia, Costa Rica

• Communicates verbally and in writing both internally and externally with client regarding information needed specific to new product complaints (e.g. physicians, hospital personnel, sales representatives, international offices), initiates and manages the complaint file. • Collaborating with local Complaint intake teams to verify or request additional information to help evaluate complaint. • Collaboration within the team, peers, and managers to provide update and share information. • Participate and lead activities assigned by Manager and update internal and external stakeholders. • Participate in client and team internal meetings / Conference calls as needed. • Investigates complaints/events in a timely manner. Maintains accurate entry of complaints in database. Independently assesses the complaint to determine next steps and follows QMS process as agreed with client. • Ensuring completeness of complaint records through Vigilance due diligence tasks • Ensuring completeness of records due to wrong/missing information due diligence tasks • Initiating continuous improvement activities • Monitoring source (data entry) system updates • Assisting Global Complaints Handling Management in the successful identification and resolution of quality issues associated with complaints. • Maintaining quality records to ensure compliance with global client´s requirements. • Serve as a backup for the Global Vigilance team to support high volume spikes. • Determine the severity of the problem and next actions. • Entering info from the service report into the digital tool (ERP) - ETQ • Decide and complete evaluation by classifying the issue into a tier. • Explain complaint files during audit situations. • Reviews files for closure and completeness. • Determination if investigation is required (Tier determination) • Final evaluation & closure of Tier 3 complaint

Costa Rica

- Recognize the differences between the scans received vs the photos of the patients-Case Categorization-Detailing- Understand the submitting doctor’s prescription form, select appropriate clinical comments in reference to the treatment and communicate with peers in English and/local language.- Understand orthodontic clinical concepts and have computer literacy.- Orthodontic treatment Plans Categorization, based on dental knowledge.

San Isidro Del Guarco

-Perform weekly preventive maintenance routines for equipment to avoid program down time.· Perform preventive and corrective maintenance for different types of electronic equipment’s such (Ovens, Motors, Vacuum pumps), using different problem solving methodologies.· Calibration and general maintenance of workshop machines (CNC and Milling Machine) using metrology equipment.· Compresses air pipes installation.-Check for failures in equipment and perform corrective actions to affected areas that have down time, including writing impact assessments reports of incidents.-Identify potential improvement opportunities and propose solutions to optimize equipment.

This position involves to manage the evaluation, investigation and closure of customer complaints regarding into the complaint file in accordance with FDA requirements.Main responsibilities:• Classify and evaluate Quality Management System (QMS) complaints, as applicable, in a timely manner, according to related documents.• Assign potential root cause of QMS complaints according to pre-defined workflows (when possible) in order to generate data to feedback the company.• Escalate to the Complaint Analysts I or II those complaints that are related to customers alleging any type of injury or malfunction that could lead to an injury.• Trace QMS complaints to ensure due diligence has been performed to meet the immediate need of the customer.• Be part of Special Projects and other duties.

San Rafael De Alajuela

Virtual Orthodontic Treatment Plans Designer.· Interaction with orthodontist and GPs based in LATAM, EMEA, APJ.· Work daily with Treat software for handling cases regarding the treatment of patients.· Diagnose, analyze and resolve a range of specific instructions given by doctors.· Bring collaboration to my peers in case they need any assistance with the cases.· Include new ideas (to Engineering Department) to improve the tool we are working with.· Digital cleaning of patient's scan· Reproduce digital anatomy of the patient's teeth· SaleForce Tool knowledge.

Costa Rica

• Processes and applies all daily cash receipts and other cash transactions, and some A/R adjustments across multiple platforms.• Responsible for daily review, applying and depositing processed through the lockbox.• Make calls to insurers to verify claims status(Businesses to Businesses).• Process Ledger and Bad debt adjustments to reflect changes.• Research payment discrepancies to determine correct posting to accounts and work with the invoicing team to resolve discrepancies.• Work with Agents 3to determine appropriate applicationand help troubleshoot variances.• Review the aging bucket and assist with past due items in the collection’sstrategy, and the escalation of items.• Focus on attaining daily productivity standards, recommending new approaches for enhancing performance and productivity when appropriate.• Knowledge of computer operating systems and MS Office software.Maintaining files.• Knowledge of ticketing system (Service Now).

Zona Franca Lima, Cartago

Receive training on all the steps of the process, from the preparation of the virtual impressions, the treatment set up and the gingiva adjustment.Update and complete cases that have been assigned by the supervisor, such as complaint follow ups, reassigned cases and any case requiring special translation assistance.Expected to understand the submitting doctor’s prescription form, select appropriate clinical comments in reference to the treatment and communicate with peers and other Align employees in English and/local language.Propose ideas for procedures and processes to promote improved service and customer satisfaction and overall department improvements.Understand orthodontic clinical concepts and have computer literacy.

San Isidro Del Guarco, Cartago

· Professional Practice related to Electronics Maintenance, bringing assistance to different departments.· Perform preventive and corrective maintenance for different types of electronic equipment’s such (Ovens, Motors, Vacuum pumps), using different problem solving methodologies.· Calibration and general maintenance of workshop machines (CNC and Milling Machine) using metrology equipment.· Compresses air pipes installation.

Barrio El Molino, Cartago, Costa Rica

Corrective and preventive maintenance to different end devices (PC’s, Monitors, Video Beams, Printers, Headsets)Responsible for timely resolution of problems or escalation on behalf of users to appropriate support teams.Proven skill troubleshooting and resolving minor to basic hardware, software, and networking issues.Installation and configuration of software and computer systems.Walking colleagues or clients through steps to help them resolve their technical problems.Maintain procedures and reports that provide technical support to the entire organization.Performing other related duties as assigned.

San Pedro, Barrio Dent Av 7

Member of the BCR outsourcing account.Help customers protect their accounts by reviewing suspicious activity, reversing transactions and reissuing compromised debit and credit cards.Answer questions about account types and banking products, such as CDs, money market accounts, loans, leasing tasks and credit cards.Check on the status of customer accounts and track checks and payments.Review and explain account charges.Assist banking customers who are victims of fraud, theft or identity theft by validating information within KYC records and Customer Identification Program.Collaborate along with other departments and support groups to resolve complex issues.Assist customers with replacing lost or stolen credit or debit cards.Create records and reports by gathering information from internal and external sources.Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications. Follow up with customers via phone and email to ensure accurate resolution for their technical issues.Customer focused Customer Service skills.

Oficentro La Sabana, San Jose, Costa Rica

Sale insurance for vehicles.Assisting clients in order to solve product related matters (terms and conditions) by email, phone and other computer toolsCollaborate with other departments and support groups to resolve routine to complex issues.

San Nicolás, Cartago, Costa Rica

In charge of an operation line called pharmapack, as well as, its quality control.

Diplomado Universitario En Electrónica (Recognized By Sinaes), Ingeniería Eléctrica Y Electrónica

English For Specialized Executive Service Centers, Lengua Y Literatura Inglesa

Computer Operator, Information Technology

Microsoft office: Word , Excel , PowerPoint.

English For Executive Service Centers, English Language And Literature/Letters

Internet, Information Technology

Experience using internet to locate and retrieve valuable information for both academic and community service projects.

Manipulación De Alimentos, Salud

Foco: Enfocarse Trae Más Resultados Para El Día A Día, Information Technology

Linkedin: Como Hacer Que Tu Perfil Trabaje Por Ti, Information Technology, 9.3

Jr Front End Developer, Information Technology

Bachillerato En Gestión De Procesos, Gestion De Procesos

Professional prepared for the analysis of organizational processes and the various forms of improvement from the point of view of quality.