ALICIA MARTIN
Rochester, NY
Summary
Results-driven Quality Professional with over 10 years of experience in the Medical Diagnostics and Pharmaceutical industries. Recognized for delivering exceptional customer service, building strong client relationships, and maintaining a positive, professional demeanor. Demonstrated ability to work independently with minimal supervision while consistently meeting deadlines, achieving objectives, and driving process improvements.
Overview
12
12
years of professional experience
Work History
Customer Quality Specialist
Unither Pharmaceuticals
Rochester, NY
05.2024 - Current
- Serves as a liaison between customers and internal departments, effectively communicating expectations and requirements pertaining to product specifications and performance criteria.
- Review and release (or reject) finished pharmaceutical products to ensure they thoroughly meet all regulatory standards and client specifications before distribution.
- Leads or support investigations when production deviations occur. Verify that investigations are sound, determine root causes, and evaluates the risk to patient safety and product efficacy.
- Works with cross-function teams to assist in root cause analysis for product defects (5 Why's, Fishbone Analysis) facilitating corrective actions and preventing recurrence.
- Investigates market product complaints that include review of batch records, retains, and associated deviations and complaints.
- Managed customer complaints resolution process, ensuring timely responses and effective communication with stakeholders.
- Evaluates effectiveness of SOP, identifies changes that would enhance the process, and ensures that all change control documentation is implemented.
Transaction Coordinator & Real Estate Salesperson
Keller Williams Realty Gateway
Canandaigua, NY
09.2021 - 12.2024
- Managed documentation and compliance for real estate transactions, enhancing accuracy and reducing errors.
- Streamlined communication channels among clients, lenders, attorneys, and Real Estate Agents to facilitate smooth transaction flow and resolve issues promptly.
- Improved client satisfaction with detailed follow-ups on transaction statuses, keeping all parties informed throughout process.
- Evaluated and negotiated contracts to procure favorable financial terms.
Director of Operations
The Jennifer LaRoche Team
Canandaigua, NY
08.2023 - 05.2024
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Streamlined operational processes to enhance team efficiency and productivity.
- Defined goals and expectations for direct reports with a weekly meeting to address challenges & progress updates.
- Facilitated training programs to elevate team performance and operational excellence.
Technical Support Specialist II
QuidelOrtho (formerly Ortho Clinical Diagnostics)
Rochester, NY
05.2017 - 02.2022
- Provided technical assistance to clients via phone and email, resolving issues promptly.
- Diagnosed software and hardware problems, utilizing remote support tools effectively.
- Escalated and collaborated with other regulatory departments to assist in resolving product quality issues and health and safety concerns.
- Consistently displayed a sense of urgency, empathy, and respect to customers to resolve issues in a timely manner.
Quality Analyst I
QuidelOrtho (formerly Ortho Clinical Diagnostics)
Rochester, NY
04.2014 - 05.2017
- Analyzed and interpreted testing data using Microsoft Excel and LIMS QDIS/R Production systems to ensure accurate and reliable reporting of results.
- Trained and mentored personnel on the proper use of quality assurance tools, equipment, materials, and software systems, promoting adherence to best practices and operational efficiency.
- Collaborated with cross-functional teams to ensure products met or exceeded quality specifications, regulatory requirements, and customer expectations.
Education
Bachelor of Science - Applied Forensic Science: Criminalistics, Forensic Biology
Mercyhurst University
Erie, PA05-2013
Skills
- Continuous Improvement
- Complaint handling
- Technical Writing & Documentation
- Analytical & Technical Thinking
- Project Management
- Team Collaboration
- Customer Service Excellence
- Communication & Empathy
- Organizational Skills
Timeline
Customer Quality Specialist
Unither Pharmaceuticals
05.2024 - Current
Director of Operations
The Jennifer LaRoche Team
08.2023 - 05.2024
Transaction Coordinator & Real Estate Salesperson
Keller Williams Realty Gateway
09.2021 - 12.2024
Technical Support Specialist II
QuidelOrtho (formerly Ortho Clinical Diagnostics)
05.2017 - 02.2022
Quality Analyst I
QuidelOrtho (formerly Ortho Clinical Diagnostics)
04.2014 - 05.2017
Bachelor of Science - Applied Forensic Science: Criminalistics, Forensic Biology
Mercyhurst University