Juliana D.

• Identify and enter all incoming sample information into LIMS • Ensure all documents allocated with samples are processed accordingly • Coordinate with the Sales, Customer Service and Study Directors on projects • Follow SOP guidelines for GLP testing and protocols • Quality check samples by identifying and confirming lot numbers, Purchase Orders and quotes . • Upload any supporting documents such as Test Requisition Forms, Safety Material Data, Sponsor communication, Purchase Orders and material attachments to sponsor’s file • Create physical copies of sample projects for the Study Directors, Research and Laboratory Associates • Create and maintain inventory spreadsheet of all samples within the company • Retrieve all sample requests for the Laboratory

Keurig Dr. Pepper (Burlington, MA) October 2016-February 2020 Customer Service Quality Assurance Auditor/Support Services Representative • Helping customers on the many products in the Keurig product line, including troubleshooting user problems. • Support the orders management life cycle including order processing, inquiries, credit requests, returns, and money back guarantees to customers • Manage inventory and out of stock items across warehouses to ensure customer orders are fulfilled in a timely manner • Maintain customer databases and account information to ensure accurate profiles • Monitor and measure the quality of customer service responses • Analyze trend data to identify areas of improvement; identify recommendations to reduce errors and improve process performance • Prepare and present data to management to identify trends and propose opportunity for improvement and proposed corrective actions • Develop training materials for internal departments • Provide coaching and training/re-training to vendors • Create and improve processes for customer service representative to improve the efficiency to best serve customers. • Expanding product knowledge base as the company services evolves and new products launch.

Tropical Paradise June 2015- October 2016 Operations Assistant (Bedford, MA) • Coordinated the shipment of all online orders • Obtained quotes and coordinated with the carrier company to ensure on-time delivery of the product • Tracked all orders and provided regular updates to the customer until the product is delivered • Followed up with customers to obtain feedback on the service and the product • Followed up on all freight claims and ensure the customer has been credited • Tracked and updated the product inventory report on daily basis to ensure the appropriate inventory levels are maintained • Approved payment of all freight invoices • Provided support to the Sales and Marketing groups o Managed the intake of all sales orders as well as generate a daily sales report o Responded to customer inquiries; provided product information such as but not limited to the nutritional value, flavors and serving instructions o Forecasted sales and communicated to the manufacturer to ensure accurate and timely production