Yvonne Edwards
Grimesland,NC
Summary
Quality Assurance and Customer Service professional with expertise in pharmaceutical manufacturing, GMP documentation, and quality systems. Specializes in batch record review, root cause analysis, and deviation investigations to ensure compliance with FDA and cGMP regulations. Demonstrates strong problem-solving skills and proficiency in computerized quality systems while managing multiple priorities and ensuring data accuracy in fast-paced environments.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Formulation Technician
Thermo Fisher
Greenville, NC
05.2016 - Current
- Maintained compliance with Good Manufacturing Practices (GMP), Good Documentation Practices (GDP), and internal quality standards.
- Supported quality assurance activities during manufacturing and packaging operations.
- Utilized electronic documentation systems (eDMS/eData) for document review and approval.
- Verified manufacturing data for accuracy before product release.
- Participated in quality audits and inspection readiness activities.
- Tracked quality metrics and maintained detailed records for regulatory compliance.
- Operated laboratory equipment to conduct stability and compatibility tests.
- Documented formulation processes in compliance with quality standards.
- Collaborated with team members to troubleshoot formulation issues effectively.
- Assisted in training new technicians on formulation techniques and safety procedures.
- Analyzed finished products using a variety of analytical techniques including gas chromatography, Karl Fischer titration, and particle size analysis.
- Reviewed SOPs for accuracy prior to implementation.
- Monitored temperature and humidity levels within the laboratory environment.
- Worked closely with suppliers to ensure timely delivery of raw materials.
- Prepared samples for lab testing according to established protocols.
- Operated various types of laboratory equipment such as pH meters, spectrophotometers, and viscometers.
- Maintained accurate records of product formulations, including batch numbers and test results.
- Compiled data for reports related to production batches.
- Ensured that all safety standards were met during the formulation process.
Customer Service Representative
Alorica
Irvine, CA
08.2018 - 04.2021
- Assisted customers with inquiries and resolved issues promptly.
- Utilized customer management systems to track interactions and service requests.
- Collaborated with team members to enhance customer support processes.
- Managed escalated concerns while maintaining a positive customer experience.
- Educated customers on product features and services effectively.
- Documented customer feedback to improve service quality and efficiency.
- Trained new representatives on best practices in customer service protocols.
- Adhered to company policies while delivering exceptional support to clients.
Customer Service Team Lead
Food Lion
Winterville, NC
07.2010 - 01.2012
- Led initiatives to improve customer satisfaction and loyalty programs.
- Resolved customer complaints efficiently and professionally.
- Supervised customer service team to ensure high-quality service delivery.
- Trained new employees on customer engagement and store policies.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Collaborated with management to implement operational improvements in the store.
- Analyzed customer feedback data to identify areas of improvement.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Participated in recruitment activities such as interviewing potential candidates for open positions.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
Education
South Central High School
Winterville, NCSkills
- Batch record review
- Regulatory compliance
- Root cause analysis
- Stability testing
- Process optimization
- Document management
- Customer management
- Team leadership
- Conflict resolution
- Time management
- Effective communication
Certification
- Work Keys (2011) Silver 4
Timeline
Customer Service Representative
Alorica
08.2018 - 04.2021
Formulation Technician
Thermo Fisher
05.2016 - Current
Customer Service Team Lead
Food Lion
07.2010 - 01.2012
South Central High School