Summary
Overview
Work History
Education
Skills
Languages
Affiliations
References
Timeline
Generic

Helena Mangual

Frederick

Summary

Dedicated customer service professional with a robust background in resolving client issues and enhancing satisfaction. Skilled in analyzing data trends to support strategic initiatives and improve service delivery.

Overview

28
28
years of professional experience

Work History

Senior Biopharmaceutical Associate

GSK
Rockville
12.2009 - 10.2024
  • Facilitated project meetings to align team goals and objectives.
  • Developed training materials for new staff onboarding processes.
  • Analyzed data trends to support strategic decision-making initiatives.
  • Coordinated cross-functional collaboration among diverse teams.
  • Implemented process improvements to enhance operational workflows and effectiveness.
  • Built relationships with customers by providing friendly customer service.
  • Managed project timelines to ensure timely completion of deliverables.
  • Streamlined communication channels to enhance team efficiency and productivity.

Customer Service Representative

Bed Bath & Beyond
Frederick
03.2017 - 06.2023
  • Assisted customers with product inquiries and order placements.
  • Resolved customer complaints through effective communication and problem-solving.
  • Maintained knowledge of store promotions and product offerings for better assistance.
  • Processed transactions accurately using point-of-sale systems.
  • Collaborated with team members to enhance customer service experience.
  • Educated customers on product features and care instructions.
  • Trained new staff on customer service protocols and best practices.
  • Managed inventory levels to ensure product availability on the sales floor.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Supported sales team members to drive growth and development.

Manufacturing Associate

Baxter BioScience
Beltsville
04.2004 - 10.2009
  • Operated manufacturing equipment to produce biopharmaceutical products.
  • Followed safety protocols to maintain a safe work environment.
  • Collaborated with team members to streamline production processes.
  • Record data from each shift for record keeping purposes as required by company policy.
  • Escalated manufacturing issues to management and quality assurance to identify solutions.
  • Assemble parts into finished products using various mechanical processes including welding, brazing, soldering, gluing and riveting.
  • Read engineering drawings and specifications to determine job instructions and material requirements.
  • Inspected finished products for defects before packaging them for shipment.
  • Completed and reviewed GMP documentation, driving traceability of development, manufacturing and testing activities.
  • Weighed and measured in-process materials to add or remove proper quantities.
  • Adjust machine settings according to product specifications or process changes.
  • Delivered manufacturing requirements and attained production schedule to properly plan, forecast and meet demand.
  • Ensure compliance with all applicable health and safety regulations when operating machinery.

Process Operator

Shire Pharmaceuticals
Owings Mills
01.2000 - 03.2004
  • Conducted routine inspections of machinery and addressed minor maintenance issues.
  • Operated and monitored production equipment to ensure optimal performance.
  • Followed standard operating procedures to maintain safety and quality standards.
  • Collaborated with team members to streamline production processes and workflows.
  • Evaluated product samples to measure quality control standards.
  • Participated in continuous improvement initiatives aimed at increasing efficiency and productivity levels.
  • Adjusted process parameters according to established operating procedures.
  • Followed company safety protocols and procedures, helping to reduce workplace injuries.
  • Operated process equipment such as pumps, reactors, and distillation columns to maintain production flow.
  • Performed standard work processes as directed by professionals.
  • Resolved issues related to process control systems, instrumentation, and other technical components.
  • Monitored gauges and meters to ensure optimal operation of the plant.
  • Operated all equipment in accordance to company directions.

Customer Service Representative

Lord & Taylor
Frederick
01.1997 - 12.1999
  • Resolved customer complaints through effective communication and problem-solving.
  • Processed transactions accurately using point-of-sale systems.
  • Assisted customers with product inquiries and order placements.
  • Educated customers on product features and care instructions.
  • Managed inventory levels to ensure product availability on the sales floor.
  • Trained new staff on customer service protocols and best practices.
  • Developed strong customer relationships to encourage repeat business.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Maintained knowledge of store promotions and product offerings for better assistance.

Education

High School Diploma -

South Shore High School
Brooklyn, NY
06-1982

Skills

  • Project management
  • Data analysis
  • Process improvement
  • Manufacturing compliance
  • Equipment operation
  • Customer relationship management

Languages

Spanish
Limited

Affiliations

  • Interior Design
  • Home Staging
  • Instacart Shopper and Delivery Driver
  • Doordash Shopper and Delivery Driver

References

References available upon request.

Timeline

Customer Service Representative

Bed Bath & Beyond
03.2017 - 06.2023

Senior Biopharmaceutical Associate

GSK
12.2009 - 10.2024

Manufacturing Associate

Baxter BioScience
04.2004 - 10.2009

Process Operator

Shire Pharmaceuticals
01.2000 - 03.2004

Customer Service Representative

Lord & Taylor
01.1997 - 12.1999

High School Diploma -

South Shore High School

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Helena Mangual