Allan Vasconcelos

QA/Regulatory Liaison, Systems/Logistics Coordinator

• Spearheaded end-to-end customer support operations, managing phone, email, and ticket systems (Freshdesk/Freshcaller) to resolve high-volume inquiries with a high resolution satisfaction rate.
• Acted as point of escalation for complex warranty, registration, and technical issues, delivering solutions aligned with FDA-cleared device protocols.
• Trained, mentored, and onboarded new Customer Care hires with a 6-week structured curriculum covering internal systems, product knowledge, workflow standards, and live call handling.
• Developed and enforced SOPs for ticket management, email templates, and call handling protocols, ensuring consistent brand voice and regulatory alignment across channels.
• Created and maintained internal knowledge base documentation, including product manuals, warranty workflows, device comparison charts, and technical troubleshooting guides.
• Demonstrated product mastery of FDA-cleared light therapy devices (red/infrared/blue/amber spectrums), supporting customers with scientific, medical, and safety-related concerns.
• Processed and managed sales orders, customer records, payment authorizations, and returns, with full proficiency in order lifecycle and internal coordination.
• Coordinated with third-party logistics to track shipments, provide delivery estimates, and manage inventory discrepancies and fulfillment errors.
• Led initiatives to improve cross-team knowledge sharing during a departmental restructuring, identifying and addressing gaps in regulatory and quality assurance handoffs.
• Built and implemented internal quality control checks to catch documentation errors, reduce miscommunication, and strengthen compliance procedures.
• Independently managed live customer calls, voicemails, and callbacks, maintaining professional tone and emotional control across escalated or aggressive interactions.
• Regularly collaborated with marketing and leadership teams to align customer service messaging with promotional campaigns, discount codes, and device launches.
• Oversaw international support coordination, adjusting communication strategies and scheduling across time zones to ensure timely resolution and customer satisfaction.

Operations Coordinator:

• Supervised a team of custodians across multiple buildings, ensuring efficient task execution, shift coverage, and adherence to cleanliness standards.
• Developed and managed daily work schedules, task assignments, and break rotations, optimizing labor usage and minimizing overtime.
• Performed regular walkthrough and quality control inspections to ensure compliance with safety, hygiene, and operational guidelines.
• Acted as liaison between custodial staff, faculty, and upper management to relay concerns, coordinate service timing, and implement feedback.
• Conducted training for new hires on proper cleaning techniques, safety protocols (including chemical handling), and equipment use.
• Managed supply inventory and ordering, ensuring adequate stock levels of cleaning products, PPE, and restroom essentials across all facilities.
• Ensured incident reports were completed for workplace injuries or hazardous situations and followed up with appropriate corrective actions.
• Maintained updated MSDS (Material Safety Data Sheets) documentation for all cleaning chemicals.
• Supported special events by coordinating pre and post-event cleanup logistics, furniture arrangement, and additional staffing when needed.
• Adapted quickly to emergency situations (e.g., floods, spills, biological waste) with rapid response and mitigation plans.
• Performed hands-on custodial work as needed during staffing shortages or high-demand periods.
• Collaborated with building maintenance on recurring facility issues (HVAC leaks, pest sightings, lighting outages, etc.).