Quality Customer Service

MINDY GOUVION

***** **** ***** ******* *****: 913-***-****

Olathe, Kansas 66062 ******@***.***

CAREER SUMMARY

Accomplished Senior Quality professional with extensive expertise in automotive theory and operation, ISO

9001:2000 certification, and customer satisfaction. Experience in both call center and manufacturing

environments. In-Depth knowledge of process development and auditing. Strong ability to establish

relationships at all levels. Highly responsible and dedicated team player. Excellent interpersonal skills and a

consistent strong work ethic. Adept at identifying the root causes of practical problems and developing long

term solutions for continuous improvement.

PROFESSIONAL EXPERIENCE

MACY’S Inc.

Fortune 100 company. One of the nation’s largest premier retailers. Dec. 2012-Present

Beauty Advisor/Retail Sales Associate

• Extreme Seller (in the top 5%). Achieves sales goals while displaying prompt, courteous,

knowledgeable and professional customer service.

• Proficient at achieving an average of one Macy’s Loyalty (Credit Card acct. every four hours in Dec.

and consistently above goal since.

• Takes initiative to present and sell merchandise in a professional and proficient manner through

product demonstrations

• Proactively seeks complete and accurate information on the features and benefits of the product

line

GENERAL MOTORS CORPORATION, Detroit, MI 1998-2009

One of the world’s largest Global Automotive Manufacturers

Senior Quality Systems Engineer – OnStar Division 2003-2009

Responsible for the analysis of Customer Care cases to drive issue resolution. Implemented and

maintained registration of the Quality System to the ISO 9000 Standard including planning and

implementation of internal audits.

1. Contributed to a 30% reduction of Customer Care Cases.

2. Coordinated Public Safety Access Point ( PSAP ) outreach project initiative to directly connect

OnStar to PSAP E 911 Trunk Lines.

3. Developed and coordinated the enterprise Quality website for Engineering, Enterprise Quality and

Subscriber Services Quality Departments; including development of quality process training

module.

4. Conducted audits for Process Risk Management - Contract Personnel Acquisition & Management

and Information Lifecycle Management ( ILM ).

5. Successfully led OnStar through five ISO certification audits including re-certification to a new

registrar.

6. Managed the corrective action process for internal audits and supplier performance.

Lead Quality Administrator – GM Orion Assembly 2001-2003

Managed a full time internal auditing team in addition to the torque and weld monitoring activities to

maintain Quality Management Systems, and motor vehicle safety standard requirements.

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1. Successfully led the assembly plant through six ISO certification audits ( including re-certification

and migrating to 9001:2000 ) with a record decrease in the number of findings from 13 NCNs to 0

NCNs.

2. Presented goals, objectives and plans to the Executive Quality Staff.

3. Developed Quality procedures, processes / work instructions.

4. Implemented and maintained the registration of the Quality Management System to the ISO 9000

Standard.

5. Trained / Coached internal auditor training.

6. Planned and executed internal audits.

7. Managed the Corrective Action process for internal and third party audits.

8. Facilitated and participated in the Management Review process.

Electrical ALDL Dynamic Vehicle Testing Coordinator 2000-2001

Led Task Force of hourly associates, engineering liaisons and supplier representatives.

9. Led problem solving activities for top electrical defects and root caused complex electrical defects.

10. Increased Dynamic Vehicle Testing Pass Rate from an average of 86% to 97%.

11. Downloaded and maintained test software.

12. Interfaced with Milford Proving Grounds test software engineers.

13. Conducted departmental board meetings and presented electrical goals and objectives to top

management.

Reliability Engineer 1998-2000

First line of defense when a build issue in production arose.

• Increased quality pass rates. Ensured production utilized the correct process, tools, parts and that

the parts met print specifications.

• Addressed third party suppliers. Initiated the Problem Reporting and Resolution process ( PRR’s )

and Cost Recoveries when parts non-conformances occurred and coordinated part reworks and

sorts.

• Enhanced quality of build for production ( fastener changes ). Evaluated engineering try outs and

executed local deviations when applicable to enhance production / quality of build.

• Improved vehicle design. Interfaced with onsite Plant Support Teams ( Quality Engineering ).

Business Analyst 1998-1998

Supported PC-based system, LV-MPAT ( Lean Vision - Material Planning and Analysis Tool ) for

General Motors ( GM ) Materials Department.

• Ensured parts were adequately labeled. Performed weekly mainframe TSO downloads and

Installed new versions of software as required.

• Interfaced with technical support groups for GM and EDS.

• Monitored parts inventory. Generated reports based out of an Access database for Plant Planner.

EDS, PONTIAC-GMC DIVISION ACCOUNT; Pontiac, MI 1994-1998

Information Technology Company.

Sr. Technical Assistance Consultant 1995-1998

Analyzed service concerns and assisted dealership technicians with a resolution on unusual concerns

or difficult to repair vehicles.

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• Increased dealer performance by interfacing with platform engineers and zone personnel.

• Assisted Pontiac platform engineering personnel identify and track common concerns in the field

with the Trans Port carline.

• Powertrain liaison for 60 and 90 degree V-6 engine.

• Assisted in building a database that tracks current product concerns for engineering community.

• Developed quick tips for technicians via Service News Magazine and Professional Service Guild

Testing Coordinator.

• Trained new hires for Pontiac-GMC Technical Assistance Center; Senior Advisor.

Customer Relations Analyst 1994 -1995

Liaison between Pontiac customers and dealers regarding product, policy and procedure, arbitration

and warranty concerns utilizing both oral and written communication skills.

• Achieved customer satisfaction in order to maintain repurchase intentions.

• Specialized in answering both technical and product related questions for the team and assisted all

by utilizing technical expertise in the review of processing repair orders for good-will adjustment

claims.

EDUCATION

UNIVERSITY OF SOUTHERN COLORADO, Pueblo CO; 1989 to 1993

• B.S. Automotive Parts and Service Management, Minor in Business Administration.

OTHER RELEVANT TRAINING:

• Service Technology Group. Attended a variety of courses, some of which include: Strategy Based

Diagnostics, Specialized Electronics Training, Electronic Fuel Injection / Port Fuel Injection, Tech 1,

Tech 2, OBD II Diesel and LS1 Mechanical.

• Real Time Production Measuring training ( ALDL / DVT pass / fail records ).

• Internal auditor training.

MEMBERSHIPS / AFFILIATIONS

NATIONAL INSTITUTE FOR AUTOMOTIVE EXCELLENCE achieved ( A.S.E. ) Certification while in T.A.C.

in the following areas: Engine Repair, Engine Performance, Brakes, Suspension and Steering and

Electrical / Electronic Systems.

Awarded: Fel-Pro Scholarship.

1989 -1991

Big A Scholarship

1992-1993

Automotive Service Industry Association Scholarship

1993

Society of Automotive Engineers, Secretary

1992 to 1993

Automotive Booster Club Jr. B-3, active member

1989 to 1993

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