Christopher Gomez
Palmdale,CA
Summary
Responsible Team Lead / Project Coordinator focused on maximizing team productivity with proactive, cross-functional communication and organized approach. Demonstrated track record of accomplishing projects on time. Trained new staff on departmental procedures both on site and overseas. Oversees a team of 15+ individuals who specialize in regulatory corrections and back office departmental tasks. Offers valuable insight earned over 10+ year career.
Overview
10
10
years of professional experience
Work History
Team Lead / Project Coordinator / Trainer
Medtronic Diabetes
Northridge, CA
05.2015 - Current
- Provided customer service, and De-Escalations services.
- Assisted with daily and monthly reporting of Team task numbers for management.
- Conducted training abroad in both Canada and the Philippines.
- Worked closely with management team coaching employees to ensure they align with departmental processes and policies.
- Assists with managing a team of 15 members to ensure they are given daily tasks lists to work as well as staying available at all times to assist with their tasks and questions.
- Created Work Instructions and Training Decks for the department to utilize with the up training of technicians in the team I help manage.
- Assisted with running team huddles and other team related activities to engage and update team members on policy/departmental updates.
- Works with other departments regularly as a Subject Matter Expert to assist with ensuring the company stays within its Service Level Agreement.
- Delegated tasks appropriately according to individual skill sets.
- Worked with auditing team to review FDA and internal audit items as well as complete CAPAs.
- Prioritized needs and delegated assignments to handle multiple projects simultaneously.
- Assessed, monitored and reported on work progression.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Implemented procedural updates to correct deficiencies and improve operations.
- Assembled briefs and prepared PowerPoint presentations.
- Introduced change improvement plans to achieve goals, methodologies and initiatives.
- Trained new staff in relevant processes and procedures.
- Ensured compliance with company policies and procedures throughout the team.
Call Center Quality Specialist
Microsoft
Valencia, CA
03.2014 - 03.2015
- Phone calls to ensure they stay within company policies and departmental guidelines
- Reviewing calls utilizing strict details to ensure that all criteria of a technicians role are met on each interaction
- Conducted coaching and QA updates to the technicians to guide and educate on departmental/policy items that are missed during an interaction.
- Reviewed established procedures to assess areas in need of improvement.
- Consulted with management and personnel to educate on QA standards.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Secured positive customer experiences while executing effective quality assurance practices.
- Conducted internal audits to ensure compliance with quality standards and procedures.
- Analyzed customer complaints, identified root causes, and implemented corrective action plans.
Education
Bachelor of Arts -
Ashford University
10.2020
Skills
- Leadership, Training, Customer service, Microsoft Office Suite, CRM, SAP, CAPA, Quality Assurance, Time management,
- Communication skills, Computer literacy, Documentation review, Five9, Verint
- Microsoft Office
- Resource Management
- Team Leadership
- Project Coordination
- Project Management
- Decision Making
- Conflict Resolution
- Quality Assurance
- Detail Oriented
- Planning and Execution
- Time Management
- Customer Service
- Data Collection
- Flexible and Adaptable
- Policy and Procedure Development
- Verbal and Written Communication
Timeline
Team Lead / Project Coordinator / Trainer
Medtronic Diabetes
05.2015 - Current
Call Center Quality Specialist
Microsoft
03.2014 - 03.2015
Bachelor of Arts -
Ashford University
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