JORGE CARRILLO
Cd. Juárez Chihuahua
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Customer Complaint Analyst
Johnson & Johnson
01.2006 - 04.2023
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Assisted with complaint gap analyses and risk assessments.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service .
- Implemented and developed customer service training processes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Created and maintained detailed database to develop the process analysis of the customer complaints.
- Investigated and proposed corrective actions for quality issues.
- Travel to train in new products.
- Working as a team and achieving the transfer successfully.
- Transmitting my knowledge to the members team for the correct analysis of the new product.
Education
Bachelor Degree - Industrial Engineering
Universidad Cultural
Cd. Juárez Chihuahua03.2019
Skills
- Root Cause Analysis
- Program Monitoring
- Engineering Team Support
- Database Querying
- Teamwork and Positive Attitude
- Microsoft Office
- Regulatory Compliance
- Information Services
- Complaint Response
- Data Quality
- Data Entry
- Quality Metrics
- Problem Resolution
- Training Junior Team Members
- Document and Records Management
- Audit Support
- Team Mentoring
- Standard Operating Procedure
- Mechanical Test Equipment
- Maintain Test Equipment
- Work Orders
- Basic Tools
- Corrective Actions
- External Audits
- Production Reports
- Quality Assurance Procedures
Languages
English
Intermediate (B1)
Timeline
Customer Complaint Analyst
Johnson & Johnson
01.2006 - 04.2023
Bachelor Degree - Industrial Engineering
Universidad Cultural
Similar Profiles
LAYLA KIRCHHOFFLAYLA KIRCHHOFF
Clinical Account Specialist I at Johnson & Johnson MedTech ElectrophysiologyClinical Account Specialist I at Johnson & Johnson MedTech Electrophysiology
Dithma NeedhamDithma Needham
Abiomed Clinical Consultant at Johnson & Johnson, Medical DevicesAbiomed Clinical Consultant at Johnson & Johnson, Medical Devices
Nadim MohamedNadim Mohamed
CAR-T Manufacturing Operator at Johnson & JohnsonCAR-T Manufacturing Operator at Johnson & Johnson
Deja S. NicolasDeja S. Nicolas
VSAP Overlay Representative – Oncology & Urology at Johnson & Johnson Innovative MedicineVSAP Overlay Representative – Oncology & Urology at Johnson & Johnson Innovative Medicine
Sara Nohemi Rodríguez EspinozaSara Nohemi Rodríguez Espinoza
Asistant Property Manager at Pure Property MangerAsistant Property Manager at Pure Property Manger