Summary
Overview
Work History
Education
Skills
Technical And Soft Skills
Verbal Referees
Attributes
Timeline
Generic

Felicia Estores

Burpengary,QLD

Summary

Dedicated Food Safety professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

16
16
years of professional experience

Work History

Associate Program Manager

MERIEUX NUTRISCIENCES
Eagle Farm, Queensland
01.2022 - Current
  • Managing the day to day running of the GLOBALG.A.P., Add-Ons (PLUS, FSMA, GRASP, SPRING) and HARPS Programs including but not limited to administrative, accreditation requirements, assist in business development both in Australia, China, Peru and India
  • Enhanced team performance by providing guidance, mentoring, and training of junior staff members.
  • Conducting internal audits, write up SOP and work instructions and assist in document control
  • Coordinate between clients and auditors with scheduling, program requirements non- conformances closure and attend to enquiries and problem resolution
  • Assists the Certification Manager with accreditation (JAS ANZ, CIPRO) requirements.
  • Established strong relationships with stakeholders through transparent communication and proactive issue resolution.
  • Self-motivated, with a strong sense of personal responsibility.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.

Administrative and Quality Assurance Officer

AUS QUAL Pty Ltd
Murarrie, Queensland
01.2016 - 01.2022
  • Conducting internal audits, updating procedures, work instructions and managing document control
  • Managing all administrative requirements around a suite of Food Safety Programs including HACCP, SQF, GLOBALG.A.P ,Freshcare, HARPS and Ethical Programs
  • Liaising between clients and auditors regarding schedules, and program requirements
  • Induction of staff and continued training in Food Safety Culture.
  • Enforced compliance with industry regulations, maintaining up-to-date knowledge on relevant guidelines and changes in legislation.
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.

Client Services Representative

SGS Australia
01.2012 - 01.2016
  • Managing Pasturefed Cattle Assurance Standard – maintaining database for new and existing clients, coordinating between auditors, clients & key staff
  • Preparations of client proposals and reviewing reports
  • Communicating with the Cattle Council to meet PCAS certification requirements
  • Managing the database for Auditor Qualifications.
  • Enhanced client satisfaction by providing timely and accurate information on products and services.
  • Streamlined processes for efficient client communication, resulting in improved customer retention rates.
  • Delivered exceptional customer service by actively listening to concerns and promptly addressing them.
  • Responded to customer calls and emails to answer questions about products and services.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
  • Maintained and managed customer files and databases.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Export Documentation Officer

Swift Co. and Trading Inc
Springhill, Queensland
01.2011 - 09.2011
  • Enhanced customer satisfaction by resolving shipping disputes and providing timely communication on order status.
  • Maintained detailed records of all export transactions, allowing for accurate reporting and informed decision making.
  • Ensured timely delivery of goods by closely monitoring shipments and proactively addressing any delays or issues that arose during transit.
  • Provided exceptional customer service to both international buyers as well as internal stakeholders such as sales representatives.
  • Filed and maintained export documentation to preserve accurate records.
  • Prepared and processed import and export documentation according to customs regulations, laws or procedures.
  • Streamlined export documentation processes by implementing efficient filing and organization systems.
  • Ensured accuracy of export documentation, resulting in increased customer satisfaction and fewer delays at customs.
  • Reviewed shipping documents for accuracy before submission to customs authorities, preventing costly errors or delays in clearance procedures.
  • Maintained high-quality standards in document preparation by adhering to strict guidelines set forth by both internal policies and government regulations.
  • Reduced processing time for export documents by optimizing workflow and prioritizing tasks effectively.

Export Officer

Thermo Fisher (Life Technologies)
Auckland, New Zealand
09.2007 - 05.2011
  • Attending to intercompany and international trade customers’ enquiries
  • Processing orders from international customers and working closely with logistics, QC and QA staff for the timely dispatch of products
  • Corresponding with regulatory bodies (MPI – NZFSA and DAF - AQIS) regarding export certificates.
  • Ensured timely delivery of products by coordinating with supply chain partners and managing production schedules effectively.
  • Improved efficiency of the planning process by streamlining workflows and communication channels.
  • Enhanced customer satisfaction by resolving shipping disputes and providing timely communication on order status.
  • Coordinated with international partners for seamless logistics management and efficient delivery of goods.
  • Ensured timely delivery of goods by closely monitoring shipments and proactively addressing any delays or issues that arose during transit.
  • Served as point-of-contact for businesses and individuals with questions about exporting pharmaceutical media items.
  • Developed and maintained relationships with customs brokers, freight forwarders and customers.
  • Prepared and processed import and export documentation according to customs regulations, laws or procedures.

Education

Bachelor of Science - Marine Science

University of Auckland
Auckland, NZ

Food Safety Management Systems Lead Auditor -

PwC Brisbane
04.2021

Principles and Applications of HACCP -

AUS MEAT Pty Ltd
06.2020

Internal Auditing Course -

PwC Brisbane
10.2019

Certificate lll Business Administration -

Careers Australia Brisbane
05.2017

SQF Auditors Training -

BSI Sydney
09.2016

Skills

  • Time Management
  • Decision Making
  • Organizational Skills
  • Process Improvement
  • Customer Relationship Management
  • Regulatory Compliance
  • MS Office Applications

Technical And Soft Skills

  • Internal Auditing – Ability to conduct internal audits to evaluate company's internal controls, including its corporate governance to ensure compliance with laws and regulations. Utilize internal auditing as one of the tools to implement company’s continuous improvement program.
  • Relationship Management: Ability to establish and maintain sound relationships with individuals and groups of diverse backgrounds – seeking to gain mutually beneficial outcomes as per business objectives.
  • Communication: Strong and effective communication skills in all mediums whilst observing strict confidentiality.
  • Customer Service Focus: Ability to interact with people of diverse backgrounds, both external and internal customers identifying their needs and working towards positive outcomes. Always aiming to exceed customers’ expectations.
  • Process enhancement skills: Ability to adopt a systematic approach to identify, analyze, and improve existing business processes to maximize efficiency.

Verbal Referees

Available upon request.

Attributes

  • The ability to work under pressure, meet tight deadlines and multi-task with a professional attitude and ability to deal with competing priorities.
  • Excellent attention to detail.
  • Highly developed critical thinking, analytical and problem-solving skills
  • Outstanding organizational skills
  • Ability to exercise sound judgement in all environments.
  • Proactive attitude and the ability to be both a team player as well as work autonomously.

Timeline

Associate Program Manager

MERIEUX NUTRISCIENCES
01.2022 - Current

Administrative and Quality Assurance Officer

AUS QUAL Pty Ltd
01.2016 - 01.2022

Client Services Representative

SGS Australia
01.2012 - 01.2016

Export Documentation Officer

Swift Co. and Trading Inc
01.2011 - 09.2011

Export Officer

Thermo Fisher (Life Technologies)
09.2007 - 05.2011

Bachelor of Science - Marine Science

University of Auckland

Food Safety Management Systems Lead Auditor -

PwC Brisbane

Principles and Applications of HACCP -

AUS MEAT Pty Ltd

Internal Auditing Course -

PwC Brisbane

Certificate lll Business Administration -

Careers Australia Brisbane

SQF Auditors Training -

BSI Sydney
Felicia Estores