Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ellen Cassell

NH,NH

Summary

Results-driven Product Support Manager offering [Number]-year background identifying and executing product development vision by studying company financial goals and demands of value chain. Polished in preparing go-to-market strategies and analyzing customer experience to improve retention. Certified in [Area of certification]. Adaptable and diligent professional possessing excellent problem-solving and time management abilities.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Product Support Supervisor

Abbott Laboratories
01.2022 - Current
  • Maintained product management staff by recruiting, selecting, orienting and training 25 employees.
  • Managed and coordinated new releases and distribution of [Product or Service].
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.

Quality Support Associate

Lonza Biologics
07.2021 - 12.2021
  • Inspected incoming and outgoing materials for accuracy and quality.
  • Communicated with production team members about quality issues.
  • Inspected quality of products, taking note of functionality, appearance and other specifications.
  • Performed visual inspections and non-destructive tests where appropriate.
  • Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
  • Evaluated components and final products against quality standards and manufacturing specifications.
  • Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
  • Identified and documented quality discrepancies for management to develop resolutions.

Customer Service Team Leader

Epredia/New Erie Scientific, LLC (formerly Thermo
12.2018 - 07.2021
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Used [Software] to keep records of customer interactions, customer accounts, and file documents.
  • Responsible for leading and representing the customer service team to best serve our customers.
  • Responsible for entering purchase orders, processing EDI, rebates, handling customer complaints.
  • Process customer payments through credit card application, when necessary.
  • Work closely with finance to handle outstanding invoices, revenue recognition and verifying price discrepancies.
  • Report daily, weekly and monthly order fulfillment survey feedback results to gauge customer experience.
  • Responsible for reporting key business metrics to global team on a monthly basis.

QMS Administration Specialist

Thermo Fisher Scientific
12.2012 - 12.2018
  • Responsible for maintaining the integrity of the site QMS.
  • Assist the Quality Manager by maintaining site documents, records, CAPA system, Internal Audit program and maintaining our site's ISO 13485 certification.
  • Responsible for managing the global complaint handling system (Track Wise Digital).
  • Responsible for developing and maintaining documentation and conducting associated training onsite.
  • Review/Edit and train on all documents: SOP's, policies, forms and various reports.
  • Responsible for planning, tracking and implementing training programs for all employees.

Human Resources/Payroll Benefits Coordinator

Thermo Fisher Scientific Inc.
10.2009 - 12.2012
  • Resolved payroll discrepancies quickly and successfully.
  • Provided customer service to employees regarding payroll inquiries and issues.
  • Maintained strict confidentiality of all payroll information and records.
  • Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
  • Responsible for processing bi-weekly Payroll for the site using the ADP eTime application.
  • Responsible for assisting employees with payroll issues, employee relations and policies.
  • Responsible for coordinating employee activities (i.e., Town Halls, holiday events, blood drives, flu shots, ethics training, hearing tests, etc.)
  • Responsible for assisting the Vice President performing administrative duties such as processing expense reports, making travel arrangements and assisting with scheduling.

Project Manager/Trainer

NewRiver, Inc.
01.2000 - 04.2001
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Planned, designed, and scheduled phases for large projects.
  • Provided detailed project status updates to stakeholders and executive management.
  • Responsible for assisting in the implementation, training and ongoing client relations of New River's Web Center Operations
  • Trained representatives to assist client prospects on electronic investor guidance and advice tools and internet-based asset allocation products
  • Supervised Web Center Representatives/1st and 2nd Shifts
  • Monitored the representative's emails/phone calls and provided constructive feedback for quality assurance

Trainer

LifeSimple.com
08.1999 - 09.1999
  • Customer went out of business during a short tenure.
  • Responsible for developing training for customer service representatives.
  • Provided quality customer service to potential members and current business partners to communicate Life Simple's mission and business strategy

Media Relations Coordinator

Fidelity Investments - Corporate Office
03.1998 - 08.1999
  • Provided media relations support to the Corporate Communications department
  • Responsible for trafficking media inquiries and probing reporters on industry issues to determine details/ angle of each request
  • Provided immediate research assistance and information to answer media inquiries
  • Monitored all relevant media, including print, magazine, wire, broadcast and Internet news
  • Responsible for creating and distributing news clips to entire Corporate Communications department and to various senior executives • Responsible for editing and distributing press releases working using BusinessWire
  • Assisted in the legal OASIS process for all external media documents
  • Conducted searches for the media group using Factiva, News Edge, Bloomberg and the Internet

Sr. Institutional Retirement Services Specialist

Fidelity Investments, Participant Services
11.1996 - 03.1998
  • Developed and maintained strong relationships with clients to maximize satisfaction.
  • Helped clients make informed decisions about financial future.
  • Analyzed financial needs of clients and developed tailored strategies to meet goals.
  • Educated clients on financial topics and best practices.
  • Provided accurate technical retirement information over the telephone to participants/prospects in Fidelity's 403(b), 401(a), 401(k) and 457 plans
  • Enhanced participant relationships to retain and capture additional assets
  • Utilized project management, presentation, analytical and problem resolution skills
  • Required to handle escalated phone calls from phone representatives and act as peer coach to train new phone representatives.
  • Elected, as Communication Manager's assistant to relay pertinent information to representatives in both Marlborough and Salt Lake City sites.

Retirement Specialist

Fidelity Investments, Participant Services
08.1995 - 11.1996
  • Responsible for handling incoming phone calls from participants regarding their 403(b), 401(a), 401(k) and 457 plans
  • Maintained an understanding of financial markets and their impact on Fidelity products
  • Assisted participants by processing exchanges, allocation changes and discussed distribution options regarding their plans.
  • Attained Series 6 & 63 Licenses

Sr. Administrative Assistant

Fidelity Investments, Participant Services
05.1994 - 08.1995
  • Responsible for assisting five Proactive/Participant Counselors and one Vice President
  • Updated monthly summary reports with figures on the profitability of tax-exempt institutions
  • Created computer projects, including graphs, charts, letters and other general office duties
  • I also was an Intern during the Summer of 1993 in the same department, which lead to my hiring right after my College graduation.

Education

Bachelor of Science - Health Policy & Management

Providence College
Providence, RI
05.1994

Skills

  • Employee Supervision
  • Staff Management
  • Travel Coordination
  • Database Administration
  • Payroll Administration
  • Performance Management
  • Financial Reporting
  • Office Management
  • Scheduling
  • Regulatory Compliance
  • CRM Software
  • Staff Training
  • Handling Complaints
  • New Hire Orientation
  • Phone and Email Etiquette
  • Goal Setting

Certification

  • ISO 13485: 2016 Internal Audit Certification

Timeline

Product Support Supervisor

Abbott Laboratories
01.2022 - Current

Quality Support Associate

Lonza Biologics
07.2021 - 12.2021

Customer Service Team Leader

Epredia/New Erie Scientific, LLC (formerly Thermo
12.2018 - 07.2021

QMS Administration Specialist

Thermo Fisher Scientific
12.2012 - 12.2018

Human Resources/Payroll Benefits Coordinator

Thermo Fisher Scientific Inc.
10.2009 - 12.2012

Project Manager/Trainer

NewRiver, Inc.
01.2000 - 04.2001

Trainer

LifeSimple.com
08.1999 - 09.1999

Media Relations Coordinator

Fidelity Investments - Corporate Office
03.1998 - 08.1999

Sr. Institutional Retirement Services Specialist

Fidelity Investments, Participant Services
11.1996 - 03.1998

Retirement Specialist

Fidelity Investments, Participant Services
08.1995 - 11.1996

Sr. Administrative Assistant

Fidelity Investments, Participant Services
05.1994 - 08.1995

Bachelor of Science - Health Policy & Management

Providence College

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Ellen Cassell