Customer Service Quality

*** ********** ****.

Scarborough, Ontario

M*B *V1 Cell: 647-***-****

Tel: 416-***-****

e-mail: ****************@*****.** Paula Wilson

Career An accomplished and professional Quality Assurance Specialist with an

Profile in-depth knowledge of ISO 9001:2008 and 14001 standards. Proven

proficiency in all aspects of Document Control

Energetic and efficient Team Leader, excellent customer relations

experience, and strong organizational skills in a fast paced environment

Solution based analytical skills with demonstrated ability to interpret

and summarize data into meaningful (and results oriented) information

Task oriented with the ability to learn and implement procedures

efficiently

Effective time management skills

Ability to manage multiple priorities in a dynamic environment

Skills Achieved ISO9001:2008 Certification for site

Certified Internal ISO 9001:2008 Lead Auditor

Software proficiency with administration systems, database applications,

Windows XP, Rhodes (Anzio Lite), Quality XP, Amtech, CTSWEB, P.O.

System, Lotus Notes, Outlook

Microsoft Office Suite (Word, Excel, PowerPoint)

CAR / NCR Databases

Quality Document Management Database

Summary of January 2012 - Present SKF Canada

Qualification Quality Systems Administrator

s Maintain the QMS for 2 Units

Conduct internal ISO audits; prepare audit reports; create and manage

internal audit schedule/plan

Compile data and prepare monthly reports for circulation to top

management

KPI Metrics Tracking

Involved in Supplier approval and monitoring process. Prepare Supplier

Scorecards on a quarterly basis

Chair Operations and Logistics Meetings to discuss quality performance

stats

Investigate and issue CARS on a timely basis

Provide ISO/Quality Training to new hires

Coordinate activities and administer the ISO requirements developing,

obtaining approval and distributing Quality documentation, controlling

documents and retaining records, updating and making revisions for

manuals, developing and maintaining a database.

Assist and train other departments in creating process maps, pareto

graphs, identifying Root Cause and Preventive Actions, FMEA and other

quality related tools.

Ensures all documentation relating to ISO and the Quality System are up

to date, accurate and accessible to employees.

Respond to inquiries regarding ISO, Quality and Company standards and

requirements.

Liaises with regional offices ensuring access to up-to-date

documentation.

Provides external customer service according to specific requests

forwarding information and answering general inquiries.

December 2009 - June 2011 Sony DADC Canada (DADC)

Quality Administrator/ Document Controller/Internal Auditor:

Coordinated the Document Control function for Sony DADC Canada

Responsible for the integrity and data maintenance of the Document

Management System (DMS)

Created SOP's, Work Instructions and Training Documents

Performed Internal ISO Audits for two sites and CDSA Audits

(Anti-Piracy); Write audit reports; Created and managed internal audit

schedule/plan

Performed Food Safety Audits on the "Clean Room" and production areas

Trained and led a team of 6 Internal Auditors

Provided Corrective Action and Root Cause Analysis; Issue Corrective

Action Requests (CARs)

Member of KPI and Quality Improvement Committee

Tracked non-conformances and reported to Management Team on a daily

basis

Maintained Quality Metrics

Provided ISO Awareness training to all staff

Reviewed procedures and work instructions to ensure compliance with

ISO9001:2008, company and regulatory standards

Member of the Joint Health and Safety Committee; Performed Monthly

Health and Safety Inspections; Fire Evacuation Zone Counter; Hazard

Assessments, First Aid Certified; Monitored Safety Incidents and Updated

JHSC Metrics

August 2005 - April 2009 Atlantic Packaging Products

Quality Coordinator(/Customer Service)

Investigated Customer Complaints in a timely fashion and provided

satisfactory resolutions

Performed ISO and AIB Audits at all sites

Ensured that GMPs were being followed

Performed Supplier Audits (i.e. ink suppliers)

Perform quality checks to ensure die registration and correct PMS

Colours are to spec

Conducted Press Approvals

Involved in partnership meetings with customers to provide Quality

reports and recommendations (i.e. Unilever Vertice Program)

Facilitated product recall

Responsible for Daily Production Stats, Production and Downtime Reports,

and Daily Gap & Skew reports

Responsible for weekly reporting of all non-conformances and outstanding

credit notes

Processed all non-conformances submitted to the Quality Department on a

timely basis and assigned non-conformances to the Supervisor/Dept.

Responsible for ensuring a prompt response to both internal and external

customers

Trained Supervisory and Production Staff on Root Cause Analysis and

Corrective Action (CAPA) to facilitate comprehensive responses to

customer non-conformances

Served as liaison between production staff and senior management;

consulted with Sales Team to reconcile non-conformances

Participated in Supervisor meetings and Quality Work Groups to keep

abreast of all Production issues that may compromise the quality of

finished products

Education

RABQSA Certified Lead Internal ISO Auditor SAI Global

5S Training

Sony

ISO 9001:2000/ISO 9001:2008 Transition SGS

ISO/CI Training

Atlantic Packaging

Corrective and Preventive Action Training (CAPA) Atlantic

Packaging

Root Cause Analysis Training The

ISO Edge

Good Manufacturing Practices / AIB/HACCP Guelph Food

Technology Center

Certificate of Compliance

Atlantic Packaging

References Available Upon Request

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