Francisco Ouido N. Rivera

To support AE ticket processing and NAERS reporting while owning warehouse-stage release after passing inbound inspection, monitoring 3PL and CM lot receipt performance, supporting product legitimacy/counterfeit information requests, and providing cross-trained testing-data support when assigned.

• Process assigned AE tickets and NAERS reporting activities in accordance with SOPs, timelines, documentation standards, and delegated authority.

• Managed warehouse release process to ensure timely product availability for customer fulfillment. after passing inbound inspection, making product available for customer fulfillment when all warehouse release criteria and records are complete.

• Perform or review CM lot inbound inspections, warehouse receipt condition, packaging/labeling condition, lot identity, quantities where applicable, and inbound documentation.

Documented and escalated issues related to 3PL performance, inbound inspection execution, damages, discrepancies, and recurring warehouse quality trends.

• Support the extended team by providing or locating information for product legitimacy or potential counterfeit questions using approved lot, warehouse release, inbound inspection, 3PL, packaging/labeling, and traceability records.

• Coordinate with QA Lead, CM-to-Warehouse Release as backup support for product legitimacy or potential counterfeit inquiries where CM-to-warehouse release records, COAs/test results, sample evidence, packaging/labeling documentation, or pre-shipment quality records are needed.

• Coordinate with QA Lead, CM-to-Warehouse Release when inbound or warehouse findings may affect customer fulfillment release, disposition, quality hold status, or CM-to-warehouse release assumptions.

• Provided cross-trained support for post-release test-data entry and stability tracker maintenance, escalating unclear results and product-quality concerns to ensure accurate reporting.

• Coordinate with QA Lead, AE Tickets, NAERS Reporting and Data Trending when trained high-volume or overflow backup release-review support is formally assigned, ensuring any backup activity remains limited to routine SOP-defined release-review tasks.

• Escalate failed or unclear inspections, missing/conflicting records, product damage, suspected counterfeit, customer-impacting issues, non-routine dispositions, or release exceptions before release, final response, or final action.

Person Specification

• Experience in warehouse quality, inbound inspection, product release support, 3PL monitoring, quality records, or regulated-product operations.

• Knowledge of lot traceability, warehouse release criteria, inbound inspection records, packaging/labeling review, quality holds, and fulfilment-readiness controls.

• Ability to evaluate warehouse and 3PL information and identify discrepancies, damage, record gaps, or product-legitimacy concerns requiring escalation.

• Strong attention to detail, documentation discipline, and ability to maintain accurate, traceable warehouse quality records.

• Ability to provide cross-trained test-data entry support only when trained, assigned, and operating within SOP-defined boundaries.

• Bachelor’s degree in Life Sciences, Quality, Supply Chain, Operations, Regulatory, or related field, or equivalent experience.

• Managed four lines of business (LOBs) to ensure alignment with construction project objectives.
• Canada P&Z – our role involves conducting research and predicting upcoming construction projects in Canada. We oversee the entire project lifecycle, from the pre-design phase to its culmination. This includes researching and maintaining the current project status, identifying the awarded general contractor, determining the target start date, and tracking whether construction is currently underway or has reached the notice of completion stage.
• Document Coordinator - responsibilities include obtaining the necessary documents for ongoing projects that are up for bidding. We also handle check requests for the acquisition of plans and specifications required for these projects.
• Coordinated bidding process for construction projects by verifying bid dates and compiling necessary documentation. – we verify the bid date and time and provide the list of bidders or plan holders, as well as any project addendum, if applicable.
• Educated B2B subscribers on features and benefits to enhance user engagement., Request Manager and VOC in different accounts (Online Selling)
• B2B Subscribers – we invite business transaction customers who have made recent purchases on our website to sign up and receive a discount for their business.
• Voice of the Customers – back-office and chat support are available to handle customer concerns.
• Request Manager – we convey product specifications to our suppliers, and if we identify any errors, we make the necessary edits or corrections to the product dimensions.

• Managed team of call center agents, implementing quality assurance measures to maintain high client satisfaction in operations.
• Managed project oversight and supervision, including running projects using the Computer-Assisted Telephone Interviewing (CATI) platform.
• Provided motivational support to agents through effective communication strategies.
• Planned and executed quality control practices per company and industry standards, including real-time call monitoring, agent coaching, and training on market research processes.
• Provide communication and follow up to ensure agents are fully informed of all project-related information, procedures and instructions.
• Develop ideas and create solutions on the improvement of team’s overall productivity.
• Responsible for project management and supervision. One of the key roles of an SSI operations supervisor is to run and manage projects using Computer-Assisted Telephone Interviewing (CATI) platform.
• Monitored and generated reports to assess agent productivity and progress, ensuring competence in job performance.
• Handled project staffing, operations management reporting, statistical analysis, and generated company revenue reports.

• Interviewed business secretaries, managers, CIOs, CFOs, CEOs, presidents, and owners on various topics including healthcare, automobiles, telecommunications, and HVAC.
• Conducted in-depth interviews to gather qualitative data for market research projects.
• Analyzed participant responses to identify trends and insights relevant to client needs.
• Developed and maintained rapport with respondents, enhancing response quality and reliability.

• Oversaw 50 interviewers, monitored production, timekeeping, and project statistics to ensure operational efficiency.
• Coached and trained Contact Center Agents to meet or exceed company standards for quality and customer service through regular feedback and guidance.
• Monitored and maintained the departmental key performance indicators as outlined by management.
• Monitored and maintained departmental key performance indicators to align with management expectations.

• Conducted consumer interviews on topics including politics, telecommunications, healthcare, and home and auto mortgages to gather insights and inform research findings.
• Conducted in-depth interviews to gather insights on consumer preferences and behaviors.
• Developed and administered surveys to ensure data accuracy and relevance.
• Analyzed qualitative and quantitative data to identify market trends and patterns.