Margarita Craig
Houston
Summary
Experienced Compliance Coordinator with two years of hands-on experience in regulatory and process optimization. Proven ability to analyze regulations, develop compliance strategies, and foster collaborative relationships with stakeholders. Ensuring adherence to industry standards, driving efficiency and mitigating risks. Utilizes comprehensive knowledge of compliance guidelines to develop and implement effective compliance programs.
Collaborative and team-oriented with excellent communication skills to promote Quality-driven success. Hardworking with proven skills in spotting issues, developing resolutions and implementing corrective actions.
Overview
7
7
years of professional experience
Work History
Compliance Coordinator
Farouk Systems Inc.
03.2023 - Current
- Develop & implement compliance policies & procedures to ensure regulatory adherence for one of the largest Hair Care company.
- Coordinated the renewal of 3 major licenses within the cosmetic industry.
- Ensured compliance with industry regulations through thorough documentation and process audits.
- Reviewed & monitored compliance regulations through different AI-driven solutions, fostering proactive compliance measures.
- Developed & delivered compliance training sessions for new employees, enhancing understanding of licensing requirements.
- Developed risk assessment models to identify potential compliance risks.
- Prepared detailed reports summarizing compliance status & potential risks for management review.
- Served as liaison between management and staff on matters related to ethics, integrity, and compliance concerns or inquiries.
- Conducted thorough audits to identify areas for improvement in regulatory adherence.
- Prepared records and data for regular audits.
Customer Service Supervisor
Farouk Systems Inc.
04.2020 - 02.2023
- Supervised customer service team, ensuring adherence to company policies and service standards.
- Resolved complex customer inquiries, improving satisfaction and retention rates.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Developed training materials for onboarding new staff, enhancing overall team performance.
- Provide training on communication protocols, customer service standards, & de-escalation techniques.
- Identify opportunities to improve consumer experience and operational performance, resulting in a 10% reduction on hold times.
- Providing representatives with the support needed to ensure outstanding customer service.
Call Center Supervisor
Aptive Environmental
01.2018 - 04.2020
- Supervised daily call center operations, ensuring high-quality customer service and adherence to protocols.
- Trained and mentored new team members, fostering skills development and operational knowledge.
- Analyzed performance metrics, identifying areas for improvement in service delivery and efficiency.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Conduct forecasting and analyze call center metrics to identify areas of need.
- Ensure appropriate staffing levels based on projected call volume.
- Improved customer satisfaction survey scores from 82% to 90% over two years.
Education
High School Diploma -
Gunderson High School
San Jose, California08.2007
Skills
- Risk Assessment
- Bilingual
- Strong Communication Skills
- Staff training
- Product recall process
- Compliance monitoring
- Audit coordination
- Internal audits
- Quality management processes
- Data evaluation
- Documentation review
- Analytical problem solving
Timeline
Compliance Coordinator
Farouk Systems Inc.
03.2023 - Current
Customer Service Supervisor
Farouk Systems Inc.
04.2020 - 02.2023
Call Center Supervisor
Aptive Environmental
01.2018 - 04.2020
High School Diploma -
Gunderson High School
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