Allison Pottorff

Customer-focused professional with 25+ years of experience in regulated environments and direct customer service. Known for patience, empathy, and the ability to guide people through complex processes with clarity and care. Skilled at managing high call volumes, navigating multiple systems simultaneously, and resolving issues thoroughly—while proactively identifying problems members may not yet know they have.

Sr. Analyst, Quality Systems - EDWARDS LIFESCIENCES - Irvine, CA

(2024-01 - 2026-01)

Provide documentation support for Receiving Inspection and Quality teams, ensuring compliance and efficiency in documentation processes.

• Create and manage change records in Windchill/PLM
• Partner with cross-functional teams to ensure accurate and timely documentation
• Identify process gaps and recommend improvements
• Contribute to continuous improvement initiatives, including Ideas Program participation
• Maintain clear communication with stakeholders to resolve documentation needs
• Co-Chair, Membership Subcommittee – Rainbow Alliance ERG

Documentation Specialist - EDWARDS LIFESCIENCES - Irvine, CA

(2014-01 - 2024-01)

Managed document control processes, compliance reviews, audit support, and system user assistance.

• Reviewed change packages for compliance and completeness
• Supported internal and external audits
• Assisted users with document systems (Ignite)
• Coordinated cross-functional documentation projects
• Led initiative to standardize ECR intake form across business units, improving first-pass yield
• Relaunched periodic review process to maintain compliance
• Served as Periodic Review Lead and CAPA team member
• Acted as informal PCS lead for cross-functional coordination
• Participated in PCS Council and improvement subcommittees
• Co-Chair, Ally Subcommittee – Rainbow Alliance ERG
• Lunch & Learn Co-Lead (attendance tracking, communications, surveys)

Documentation Specialist, Archiving - EDWARDS LIFESCIENCES - Irvine, CA

(2008-01 - 2014-01)

Managed high-volume document archiving and records processes.

• Processed 1,000–2,000 Device History Records weekly
• Handled scanning, uploading, retrieval, and storage requests
• Served as primary Records Room contact across multiple business units
• Ensured compliance, accuracy, and timely processing

Customer Service Representative - JC LEWIS INSURANCE SERVICES - Petaluma, CA

(1989-01 - 2005-01)

Provided high-volume inbound customer service for an insurance provider, handling policy questions, benefit explanations, and account changes with accuracy and care.

• Handled approximately 100 inbound calls daily, resolving eligibility, policy, and benefits inquiries
• Calculated insurance premiums and explained coverage details, co-pays, and benefit summaries to customers
• Updated member records, processed policy changes, and coordinated account adjustments with accuracy

Business Studies - Orange Coast College

High School Diploma - Corona del Mar High School