Derrick Massuri
Vienna,OH
Summary
Upbeat and friendly Global Complaint Customer Advocate with over 18 years of customer service experience. Previous Flight Attendant with a clinical background. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer safety, customer service and brand representation.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Global Complaints Management Customer Advocacy
Philips Healthcare
2016.12 - Current
- Handle difficult customer situations with efficiency and professionalism
- Provide exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Ensure all required global adverse event reports and customer complaints are compliant and communicated to the Market Groups within the required timeframes
- Generate reports and maintain electronic files adequately per established process within the required timeframes
- Ensure that the appropriate procedures and processes are followed to be compliant
- Ensure managed areas are fully prepared for the Notified Body Audits and any FDA inspections
- Work Vigilance Reporting Specialists to ensure timely and effective submission of reports to the FDA and other worldwide competent authorities
- Collaborate on meetings with complaint investigators as needed to review potential safety complaints
- Collaborate with cross functional teams on projects and process improvements
- Maintain and utilize clinical credentials as needed for clinical investigations and clinical customer support functions related to processing patient safety complaints
Complaint Investigator/Complaint Record Review Team Lead
Philips Healthcare
2010.09 - 2016.12
- Quality and Regulatory position requiring customer and field communication and interaction
- Post market surveillance review, evaluation and investigation of safety related CT and Nuclear Medicine systems complaints reported to the FDA
- Team Lead for the Advanced Molecular Imaging/Nuclear Medicine Complaint Handling Unit
- Co-executor of training for the Global Complaint Record Review Team project
- Conduct continuing education for the Complaint Record Review Team
- Maintain and utilize clinical credentials as needed for clinical investigations and clinical customer support functions related to processing patient safety complaints
Nuclear Medicine Technologist
Northwest Regional Cardiology
2009.05 - 2010.09
- Per Diem Position
- Enhanced patient care by performing accurate and efficient diagnostic cardiac imaging studies.
- Improved patient satisfaction with thorough explanations of nuclear medicine procedures and addressing concerns.
- Utilized computer data to develop information and process images for interpretation.
Flight Attendant
Continental Airlines
2009.04 - 2010.09
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while collaborating with the flight deck crew.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Participated in regular training sessions to stay current on evolving company policies, safety procedures, and customer service strategies.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Ensured safety and comfort of customers onboard aircraft.
- Delivered food and beverage service, and other in-flight services.
Nuclear Medicine Technologist
Salem Community Hospital
2008.09 - 2009.03
- Part-time Position
- Produced diagnostic images for use in identification and treatment of diseases by applying and measuring radioactive isotopes.
- Educated patients on procedure details, provided instructions, and answered questions to minimize anxiety and improve cooperation.
- Improved patient satisfaction with thorough explanations of nuclear medicine procedures and addressing concerns.
- Developed and implemented improved diagnostic standards for inpatient and outpatient exams in alignment with department goals.
- Mentored new technologists, sharing knowledge on best practices for nuclear medicine procedures and techniques.
- Utilized computer data to develop information and process images for interpretation.
Flight Attendant
United Airlines
2001.02 - 2005.07
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while collaborating with the flight deck crew.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Participated in regular training sessions to stay current on evolving company policies, safety procedures, and customer service strategies.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Ensured safety and comfort of customers onboard aircraft.
- Delivered food and beverage service, and other in-flight services.
Education
Bachelors of Radiologic Imaging Science -
Kent State University
Salem, OH08.2007
Skills
- Safety Oriented mindset
- Customer Service-oriented mindset
- Policies and Procedures Adherence
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Brand representation
- Understanding Customer Needs
- Relationship Building
- De-Escalation Techniques
- Cross-Functional Collaboration
- Regulatory Compliance
Licenseandcredentials
Flight Attendant Certification 2914888
ARRT (N) and CNMT
Ohio Department of Health
Affiliations
- Society of Nuclear Medicine
Certification
Flight Attendant Certification 2914888
ARRT (N) and CNMT
Ohio Department of Health
Languages
Italian
Limited Working
Timeline
Global Complaints Management Customer Advocacy
Philips Healthcare
2016.12 - Current
Complaint Investigator/Complaint Record Review Team Lead
Philips Healthcare
2010.09 - 2016.12
Nuclear Medicine Technologist
Northwest Regional Cardiology
2009.05 - 2010.09
Flight Attendant
Continental Airlines
2009.04 - 2010.09
Nuclear Medicine Technologist
Salem Community Hospital
2008.09 - 2009.03
Flight Attendant
United Airlines
2001.02 - 2005.07
Bachelors of Radiologic Imaging Science -
Kent State University
Flight Attendant Certification 2914888
ARRT (N) and CNMT
Ohio Department of Health
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