Ibtisam Ussutteri
Oxford,MA
Summary
Highly driven and resourceful Field Service Specialist with an exemplary record of problem-solving, excellent customer service skills, communication, organization, and relationship-building skills. Adept at handling difficult or traumatic situations with complete courtesy and professionalism, and able to work well independently and as a team member.
Overview
16
16
years of professional experience
Work History
Field Service Specialist
Hologic Inc.
Marlborough, MA
04.2017 - Current
- Respond to requests from regulatory agencies and customers (internal and external) and prospects via fax, telephone, and email
- Prioritize numerous issues of varying severity, and effectively manage the resolution of all the problems within accepted service levels
- This includes ownership of the data entered into the system and appropriately updating both client and appropriate employees of the status of all issues on a timely basis
- Coordination and input of day-to-day customer orders processing on Company’s business systems for the Breast and Skeletal Health distributor markets
- Maintained knowledge of product/service, market/industry trends, regulatory changes, competitors, and customers and communicated to management in real-time
- Maintaining a constructive relationship with various departments (Sales, Service, Finance …etc.), helping to troubleshoot and resolve issues to avoid disruption to customer orders, while contributing to the continuous improvement of processes
- Ensuring good and accurate maintenance of customer information and equipment details on Business System and other databases used within the department
- Managed and analyzed daily reports to dispatch preventative maintenance calls overcoming a system failure and preventing customer downtime
- Led team across broad technical, financial and business disciplines
- Focused teams on business objectives and tracked progress to ensure project milestones were completed on time and with the desired results
- Worked on standard operating procedures (SOP) to improve and align processes across departments
- Defined processes and tools best suited to each project
- Made sure to meet requirements depending on project specifics and department goals, creating detailed project road maps, plans, schedules and work breakdown structures
- Worked with project mangers in a test environment to ensure new projects are released and working efficiently prior to release per the department requirements
- Develop, maintain and manage risks, issues and problems logs in coordination with all relevant parties
- Create and review of the letter of credit documents in compliance with the FDA, international standards and the company policies
- Follow up of service contract status of the installed base in close relation with the customers, customer service and the service department, from creation up to invoicing.
Child Care provider
Self-employed
Oxford, MA
09.2012 - 04.2017
- Provided continuous supervision to children during indoor and outdoor activities and created and maintained safe learning and playing environments
- Organized and executed activities schedules, developed and reinforced daily routines, and taught children good hygiene habits
- Observed and documented children’s behavior and progress, and provided written and verbal updates to parents
- Provided home child care services for six children during working day and through limited extended hours
- Defined business policies and procedures, including safety management protocols, to comply with state regulations; passed onsite home inspection and criminal background check
- Met with parents to discuss business operations and child care rules; created and reviewed checklists with parents regarding allergies, emergency contacts, food preferences, and other child-specific issues
- Prepared healthy meals and snacks, and planned and set up playtime and educational games.
Nursing Assistant
Cambridge Health Care
02.2009 - 06.2012
- Assisted residents with daily living activities including meals exercise and leisure programs
- Provided assistance as needed with resident admissions discharges and transfers
- Maintained and updated assigned documentation on a regular basis
- Notified charge nurse of unavailable or low stocks of required supplies
- Administered medications and treatment care in accordance with facility policy and procedure
- Ensured resident well-being and safety in all performed tasks
- Provided residents with daily activity assistance in dressing grooming and bathing
- Assisted residents using walkers and wheelchairs in compliance with facility policy.
Education
QCC Certified Nursing ASSISTANT CNA-109919 -
Working towards Business Administration degree -
Skills
- Outstanding Oral and Written Communication Skills
- Excellent Ability to Prioritize and Organize
- Document Collection & Review Activities
- Excellent IT skills: Microsoft Office, Excel and other related software applications (Oracle & Salesforce)
- Team Building & Mentoring
- Bilingual (English and Arabic)
- Strong Multitasking Skills
- Project Scheduling and Testing
- Focus on Compliance with FDA, & other international agencies
- Ability to Adapt and Learn
Professional Summery
- Over 7 years of professional experience as a Field Service Specialist.
- Implemented policies and guidelines for a team to function under.
- Serve as a lead trainer for new employees to serve as a Field Service Specialist.
Timeline
Field Service Specialist
Hologic Inc.
04.2017 - Current
Child Care provider
Self-employed
09.2012 - 04.2017
Nursing Assistant
Cambridge Health Care
02.2009 - 06.2012
QCC Certified Nursing ASSISTANT CNA-109919 -
Working towards Business Administration degree -
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