J UST I N L. HAYES

***** *. ****** * • RE DFORD TWP, M I 48239 • 313-***-**** •

J LE M H1009@GMA I L.COM

OBJECTIVE: Seeking a position in automotive customer service or quality assurance where critical

thinking and process improvement skills can be utilized to achieve organizational

goals.

EDUCATION: University of Michigan-Dearborn

School of Computer Science & Engineering

Major: Mechanical Engineering

2006-2009

EXPERIENCE:

Compliance Analyst IBM/Morley Companies, Inc. – Detroit, MI

(August 2010 – Present)

Utilized Oracle-based application (SIEBEL) to audit and analyze General Motors customer service cases.

Reviewed and processed NHTSA files in accordance with U.S. government requirements, and Goodwill-related cases.

Administered support to launch of GM dealership transaction claim program.

Administered support to launch of GM sales-based initiative program.

Supported two global call center sites with help desk coverage, analysis, and resolution.

Determined recall warranty repair eligibility in accordance with GM business rules and regulations.

Processed and analyzed GM Global Warranty Management claims and Mobility reimbursement failed claims.

Processed and tracked Onstar Mobility reimbursement escalations.

Created process training documents according to GM COPC guidelines.

Math Tutor/Facilitator Future Foundations, LLC – Detroit, MI

(January 2010 –May 2010)

Tutored Detroit Public School (DPS) students in various math courses (6th-8th grade).

Assisted program director with developing program curriculum for each term.

Quality Assurance Co-Op Student, DENSO International America, Inc. – Southfield, MI

(January 2008 –August 2009)

Performed quality assurance investigations and analyses on rejected automotive parts.

Maintained, tracked, and updated Ford, General Motors, Nissan, Subaru, and Chrysler original equipment (OE)

rejected parts databases.

Performed tracking and reporting of various customer metrics and prepared monthly performance reports.

Supported customer containment activities and assisted in coordinating 3 rd party containment activities.

Processed and reported damaged zero-mileage component claims.

Utilized 8D-reporting, AQPQ, root-cause analysis and PPAP.

Supported on-site visits to customer plants to recover and investigate product failures.

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