ROXANNE C. OZUNA
Summary
Results-oriented professional with extensive experience in full cycle complaint management and a proven track record of enhancing team efficiency by 20% at NuFACE through the development of improved SOPs. Expertise in mentoring and regulatory compliance gained at Medtronic ensures elevated customer satisfaction while maintaining adherence to industry standards. Strong interpersonal skills support effective collaboration and communication across teams, driving proactive solutions.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Warehouse Quality Control Coordinator
Logistics Plus Inc.
10.2024 - Current
- Conducted internal audits to ensure compliance with established policies and procedures.
- Developed corrective action plans in response to audit findings.
- Reviewed and tracked quality control documents, such as inspection reports, test results, and non-conformance records.
Customer Service Team Lead
Sprouts Farmer's Market
11.2023 - 08.2024
- Assisted in hiring and training new cashiers, implementing a structured onboarding program that reduced turnover by 15%
- Collaborated with store managers to optimize cashier staffing, reducing customer wait times by 20%
- Operated POS systems to efficiently process payments, verify pricing, and monitor stock levels, maintaining a 99% accuracy rate
Quality Assurance Specialist
NuFACE
02.2021 - 07.2023
- Managed full-cycle complaint processing for Class II medical devices, from evaluation and investigation to resolution and documentation.
- Ensured compliance with ISO 13485 by maintaining detailed complaint files and conducting internal audits.
- Addressed knowledge gaps by identifying and providing feedback, and updated SOPs, enhancing team efficiency by 20%.
Product Technical Assistant
Astute Medical
03.2020 - 01.2021
- Assisted in shared front office job functions, such as filing and scanning sales orders and purchase orders
- Enhanced customer satisfaction by resolving technical issues promptly and accurately
- Assessed complaint information provided, gather any missing information for complainant file, and escalates complaint to appropriate parties as needed
Product Complaint Coordinator
Suneva Medical
09.2019 - 03.2020
- Adhered to ISO 13485 standards by ensuring that all Suneva complaint records were accurately maintained and updated
- Prepared MDR submissions for reportable events, collaborating with regulatory affairs to ensure timely reporting
- Engaged with cross-functional teams to escalate significant complaints, improving resolution efficiency
Quality Assurance Specialist
Abbott Laboratories
09.2018 - 09.2019
- Filed complaints and documented details of actions taken in the Customer Complaint Log, ensuring accurate and thorough records
- Supported all Company initiatives as identified by management and in support of Quality Management Systems and other regulatory requirements
- Collaborated with cross-functional teams to address and resolve product quality issues, enhancing overall customer satisfaction
Project Coordinator
The Engineering Partners
01.2018 - 08.2018
- Assisted in managing project files, coordinating with Project Managers, SubContractors, Architects, and Developers
- Coordinated processes to maintain data, respond to inquiries, and deliver solutions to support the sales team
- Organized and managed calendars, maintaining accurate tracking records of job schedules using MS Excel, resulting in a 10% increase in project efficiency
Technical Support Representative
Dexcom
09.2016 - 01.2018
- Maintained and completed complaint files, documenting issues from initial inquiry through resolution and follow-up
- Ensured compliance with ISO 13485 by accurate documentation and adherence to quality procedures
- Identified potential reportable events and collaborated with the compliance team to prepare MDR submissions for review
SR. Technical Support Representative
Medtronic
02.2013 - 08.2016
- Provided product technical support to customers via phone and email on all company products, ensuring high customer satisfaction
- Documented all customer interactions, maintaining accurate records in the CRM system
- Mentored and trained new team members, ensuring comprehensive product knowledge and high performance, reducing training time by 25%
Education
Associates Of Sociology -
College Of The Canyons
Santa Clarita, CA01.2024
Pharmacy Technician -
Charter College
Canyon Country, CA01.2011
Skills
- Full Cycle Complaint Management
- Regulatory Knowledge
- Quality Management Systems
- Documentation Practices
- Technical Proficiency
- Interpersonal Skills
Certification
Achieving Excellence in Quality Assurance, 04/01/24
Timeline
Warehouse Quality Control Coordinator
Logistics Plus Inc.
10.2024 - Current
Customer Service Team Lead
Sprouts Farmer's Market
11.2023 - 08.2024
Quality Assurance Specialist
NuFACE
02.2021 - 07.2023
Product Technical Assistant
Astute Medical
03.2020 - 01.2021
Product Complaint Coordinator
Suneva Medical
09.2019 - 03.2020
Quality Assurance Specialist
Abbott Laboratories
09.2018 - 09.2019
Project Coordinator
The Engineering Partners
01.2018 - 08.2018
Technical Support Representative
Dexcom
09.2016 - 01.2018
SR. Technical Support Representative
Medtronic
02.2013 - 08.2016
Associates Of Sociology -
College Of The Canyons
Pharmacy Technician -
Charter College
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