Zachary Osborn

As Quality Supervisor for Complaint Handling at Abbott Diabetes Care, I lead global postmarket surveillance and complaint handling operations across teams in Manila, Kolkata, and Alameda—overseeing more than 250 employees. I manage both the Evaluation and Closure teams, ensuring timely and compliant resolution of complaints in accordance with FDA Medical Device Reporting (21 CFR Part 803), including 5- and 30-day reporting requirements for Potential Reportable Events (PREs).

I have reduced customer complaints by identifying root causes of quality issues and driving continuous improvement initiatives that enhance complaint evaluation and closure efficiency. My leadership has improved cross-functional communication, reduced cycle times, and strengthened the overall effectiveness of complaint resolution processes.

During a critical reorganization, I served as Interim Supervisor of the Medical Events Group, where I personally led the hiring and onboarding of 7 Medical Event Specialists while continuing to oversee the Complaint Handling Group. I ensured uninterrupted regulatory compliance and team performance during this transitional period.

I’ve made significant continuous improvement impacts to complaint handling procedures—streamlining workflows, enhancing clarity, and reducing customer service follow-ups between the Evaluation and Global Customer Service teams. These efforts have improved operational alignment and reduced friction across departments.

In this dual-capacity role, I managed adverse event reporting to regulatory bodies in over 64 countries, each with unique compliance timelines. I integrated risk management into complaint handling and CAPA processes, ensuring global alignment with FDA and international standards. I also led cross-functional collaboration with Quality, Regulatory Affairs, and R&D to revise and optimize complaint handling procedures.

I oversee departmental operations by coordinating personnel, managing non-conformance records, and delivering actionable metrics to senior leadership. By trending complaint data, monitoring quality KPIs, and executing CAPAs, I drive risk mitigation and support divisional goals. My leadership ensures a robust quality system that prioritizes patient safety and product reliability.

• Provide industry-leading post-sale service support for AbbVie's Allergan Aesthetics medical devices
• Manage a global team providing support to domestic and international service teams and customers in the field
• Oversee call center operations, Product Support CRM software, and case intake process
• Lead investigations into escalated technical support issues
• Develop, implement, and maintain global service training programs
• Administer and analyze cloud connectivity, troubleshoot device errors, and implement predictive diagnostics
• Implement, maintain, and improve product support policies and procedures
• Oversee Snowflake integration for reimbursement automation into Salesforce
• Manage internal B2B relations.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.

• Manage product support for Allergan's largest corporate national accounts
• Act as a consultant for executive management to practice owners regarding analytical reports, product complaints, and logistical portfolio aligning
• Provide monthly reports to head doctors, owners, and executive leadership, analyzing machine utilization data
• Lead initiatives for new product launches for major capital equipment accounts
• Conduct internal and external meetings using various platforms including Salesforce, ECC/SAP, Oracle, Analyzer tool Zora, Microsoft Office, Veeva, B1, Tableau, and Veeva
• Analyze measurement data to determine the results of product complaints
• Assist with high-dollar project implementation programs.
• Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
• Improved system efficiency by optimizing software configurations and troubleshooting hardware issues.

• Provide escalated technical support for online banking to bankers and customers
• Troubleshoot PC and Mac computers and software, including TLS security, Adobe Reader, Acrobat, and cache issues
• Work on specific projects supporting new business strategies
• Serve as a subject matter expert for all Mobile Banking for Wells Fargo Online banking users.
• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
• Identified opportunities for process optimization within the technical support department, leading to increased effectiveness and efficiency.
• Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.

• Support high-end customers with integrating their banking into various accounting software's.
• Reduced response time with effective communication skills, ensuring customers received prompt assistance.
• Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
• Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
• Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.

• Online Customer Service – Problem Solving and Sales
• Subject Matter Expert in floor support for the Swing teams.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Streamlined service processes for quicker account opening and maintenance procedures.
• Assisted clients with account management tasks, resulting in improved financial organization.
• Established rapport with customers through personalized interactions, fostering long-term relationships.
• Educated customers on digital banking services, increasing adoption rates and overall convenience.