Operations Supervisor
Open To Work
Gina Lou Paysan
KARL STORZ Endoscopy - America, Inc.
Long Beach,CA
20
years of professional experience
Operations Supervisor with 15 + years of progressive experience in customer support, shared services, and data governance within a regulated, SAP-driven environment. Skilled in SAP-Master Data Governance, performance management, and cross-functional collaboration. Adept at streamlining processes, ensuring data integrity and mentoring teams to achieve operational excellence.
Work History
Shared Services Operations Supervisor
7 Years 10 Months- Achieve customer satisfaction with 2-6 hour service delivery time on account creation.
- Oversee daily operations, including training on operational protocols, and best practices, coaching, performance evaluations, and corrective actions.
- Lead shared services operations within Customer Support, managing a specialized team responsible for complex processes.
- Manage SAP Master Data Governance (MDG) activities and serves as primary liaison to MDG and SAP IT.
- Direct unresolved returns, asset retrievals, specialty accounts, and customer master data operations.
- Analyze SAP reports to clear accounting documents, audit booked orders, and review/release credits and debits.
- Monitor quality metrics, productivity, and attendance to ensure compliance with company standards.
- Mentor employees and support development planning to strengthen team capability and retention.
- Facilitate team meetings focused on quality, performance trends, and process improvement initiatives.
- Collaborate with cross-functional teams to improve customer support and other departments strategies, and outcomes.
- Complete bi-weekly payroll for 7 team members.
- Oversaw inventory management, stock accuracy and availability.
Customer Data Governance Specialist
3 Years 9 Months- Created, reviewed, and approved new customer accounts averaging 150-180 accounts per month using SAP MDG in compliance with governance standards.
- Maintained customer data accuracy,including address attributes, territory alignment, and tax IDs.
- Served as Data Steward and workflow approved to ensure policy adherence and data integrity.
- Prevented duplicate account creation through detailed record analysis and validation.
Sr.Contact Center Quality Analyst/Documentation
3 Years 11 Months- Created and updated detailed documentation on customer support policies, procedures, quality metrics, and operational workflows.
- Supported quality assurance efforts by aligning documentation with compliance and operational requirements.
- Ensured adherence to ISO standards through consistent staff education and engagement activities.
- Implemented quality control processes to enhance and protect data integrity.
- Partnered with the leadership and training teams to maintain accurate and current documentation.
- Trained junior analysts on quality assurance methodologies and best practices for optimal performance.
Lead Quality Assurance Specialist
2 Years 2 Months- Managed quality assurance programs to measure service accuracy and adherence to policies.
- Conducted monthly audits of customer orders and tracked results using Verint.
- Delivered performance feedback, trend analysis, and coaching recommendations to agents and leadership.
- Developed and maintained technical manuals, policies and procedures.
- Led skill-building sessions and coordinated policy and procedure rollouts.
- Supported sales and customer inquiries, resolved order issues and processed credits, debits, RMAs
- Collaborated with the training and leadership teams to ensure compliance with regulatory affairs protocols.
- Mentored junior QA specialists, fostering skill development and promoting best practices in quality management.
Quality Assurance/Trainer
1 Year 11 Months- Delivered SAP navigation and systems training for Customer Support and cross-functional teams. There were 5-8 training sessions conducted in a year.
- Created and updated training materials and administered training for new hires.
- Partnered with IT to lead SAP testing activities for the company and Customer Support.
- Assessed order quality and provided refresher and remedial training.
Education
Bachelor of Science - Accounting
Skills
Operations and Performance Managements
Customer Support Operations
SAP and Master Data Governance (MDG)
Quality Assurance and Auditing
Policy and Procedure Documentation
Cross-functional Collaboration
Timeline
Shared Services Operations Supervisor
KARL STORZ Endoscopy - America, Inc.
10.2018 - CurrentRead More
Customer Data Governance Specialist
KARL STORZ Endoscopy - America, Inc.
01.2015 - 10.2018Read More
Sr.Contact Center Quality Analyst/Documentation
KARL STORZ Endoscopy - America, Inc.
02.2011 - 01.2015Read More
Lead Quality Assurance Specialist
KARL STORZ Endoscopy - America, Inc.
12.2008 - 02.2011Read More
Quality Assurance/Trainer
KARL STORZ Endoscopy - America, Inc.
01.2007 - 12.2008Read More
Divine Word College
Bachelor of Science from Accounting
Read More