Customer Service Manager
Resume:
MONICA G. GURLEY
**** **** ****, ******** ** **191
*********@*******.***
SUMMARY
Accomplished and progressive career growth with 26 years experience gained
in fast paced, service focused, production, manufacturing environments
including Quality Management, Laboratory Supervision, Customer Service,
Account Management, Six Sigma, Estimating, Purchasing, Project Management,
Coaching & Training, Construction and Green site Start-up skills. Positive
and effective communications, leadership and people skills with the ability
to think quickly and successfully troubleshoot concerns combined with
exceptional attention to detail, and decision-making ability. Equally
effective in both supervisory or support staff roles as well as team-based
and individual assignments with no direct supervision.
EXPERIENCE
CLOPAY PLASTIC PRODUCTS Nashville, TN
A Griffon Company. Clopay is a global leader in specialty films, extrusion
coatings, custom-printing and engineered laminations.
Quality Supervisor March 2013 to current
. Manage customer specifications. Review and approve Team Track updates
along with customer supplied specification updates. Ensure specs meet
manufacturing requirements.
. Upload data into Quality Windows, Create Data Sheets, and Sampling
Plans for production and laboratory testing.
. Final artwork review/proofing/approval.
. Support GMP, Good Manufacturing Practices throughout manufacturing to
reduce contamination.
. Manage, review, and submit COA's for Raw Materials, Resins, Inks, and
Finished Goods.
. Manage On-hold product, manage vendor supplied rejects and support
customer trials.
. Support Internal and External Audits, ISO and Customer Audits.
HEMLOCK SEMICONDUCTOR, L.L.C., Clarksville, TN
A division of Dow Corning - Green Site, start up Phase 1
Quality and Testing Team Leader - Engineer April 2011 to March 2013
. Primary Site Quality Representative, Implementation of WGQLL (What
Good Quality Looks Like) across the site and how it relates to our
corporate core values.
. Management Review Representative, Approval of site standards and
recommendations. Participating member of multiple Quality Action
Teams: Material Returns, Customer Concerns, Out of Control Reporting,
Management of Change, Product Change Management, and Quality
Engineers.
. OEMS Steering Committee Member, Operational Excellence Management
System; Ensure the Quality Management System is ISO compliant and
meets internal/external audit requirements.
. Implementation of all QA Testing Standard Operating Procedures, Safety
Key Points, and Condensed Operation Instructions.
. Lead process representative at the site for the Laboratory
construction. Assisted in the design, procurement of instrumentation
and construction schedule adherence. Support the construction team,
project team, and start-up areas.
. Class 100 Cleanroom experience and protocol knowledge.
. Testing standards in the ppb range.
. Facilitate the commissioning and qualification of the Laboratory,
Gauge R&R studies.
. Yearly forecasting, 5 year budget planning.
. Identified and established inventory along with levels for the
Laboratory.
. Performance Improvement Process and Developing Talent for a total of
five direct reports.
. Site Quality Training, General Laboratory and Cleanroom Training for
the site employees.
. Quality and Laboratory Champion and Sponsor of Six Sigma, LEAN,
Greenbelt projects, FMEA's and 5S.
. Designed and implemented daily quality checklists to ensure air
quality, equipment, gases, and chemical levels are within site
specifications.
Administrative Office Professional May 2010- April 2011
. Primary duties were supporting the Environmental, Health, Safety, and
Security teams.
. TeamRoom/SharePoint and Intranet SME for the Clarksville Site along
with the Clarksville EHSS Group. Maintain the forum for site
communications.
. Admin for SAP, Submit Purchase Requisitions and Coversheets for
purchases related to the EHSS group for the project.
. Admin for SDS, Creation and implementation of Chemical Approval
Form/Process for bringing chemicals on site.
. Admin for GIMS, responsible for entering monthly number of
employees/hours worked. Also must enter all new employees into GIMS
and assign user permissions.
. Dow Corning University, implementation of uploading and approving
Learning Activities/Training for the Site.
. Project Coordinator for: PPE for the site including setting up the
programs and vendors for Safety Shoes and Prescription Safety Glasses,
site uniforms, and site flu shots.
WORLD COLOR/QUAD GRAPHICS (formerly Quebecor World) Clarksville, TN
A division of an international commercial printing company - This ISO 9000
certified, 800+ employee division prints and distributes date-sensitive,
high profile, nationally targeted / demographic magazines for leading
publishers.
Quality Manager 2007 to 2010
. Promoted to position in January 2007, only employee to be promoted to
Management that started career as an entry-level production worker.
. Lead, train and direct the entire Quality Department that includes
Quality Auditors, Customer Technical Services and Paper Quality, Approx.
20 direct reports. Inspect and grade production products to meet both
the customer and company expectations, by following industry standards
plus inspect final bound copies.
. Manage payroll, corrective-action, budgeting, scheduling hiring and
applied labor agreement knowledge.
. Create, implement, and audit ISO Procedures and compliance.
. Troubleshoot quality concerns in manufacturing and make decisions based
on the best interest of the customer and manufacturing.
. Investigate and respond to the clients quality concerns and ensure their
concerns are addressed in the manufacturing areas and that there
expectations are met.
. Coordinate customer visits, including Quarterly Reviews.
. Support and participate in Six Sigma Black Belt projects, such as: ink
savings, paper savings, streamline customer copy/sample process.
Paper Quality, Scheduling Supervisor 2006 - 2007
. Assigned to this lateral move in January 2006 to further knowledge and
improve efficiency.
. Designed and created a new Paper Lab, conduct full gamut of paper testing
to determine paper performance.
. Point of contact for all paper vendors and tech representatives.
Coordinate paper trials between customer, vendor, and mfg.
. Saved $1M in ink savings by conducting paper absorbency testing and
working closely with paper buyers, vendors and customers to continuously
lower costs.
. Increased paper claim revenue by 50%. Created routine in-house paper
testing
Customer Service / Account Manager Supervisor 1995 to 2006
. Promoted to Supervisor in 2001
. Leadership and accountability for daily production and directing and
assigning 12 Account Managers. Each Account Manager assigned an average
of 8 clients.
. Awarded Outstanding Account Manager in 2000 based on professional
achievements and customer recognition
. Translation of customer instructions into facility friendly paperwork for
producing a publication in the manufacturing areas (Prep, Press, Bind,
Offline and Shipping)
. Handle and coordinate all customer requests and concerns throughout the
facility
Quality Inspector 1993 to 1995
. Pressroom Inspector, audit and grade press defects during production
Bindery Tech 1990 to 1993
. Production line, Tech 1 Bindery pocket feeder. Assembly line type of
production
Previous production focused positions were held with Acme Boot and Jay
Garment in Clarksville, TN
TECHNICAL SKILLS
. Microsoft Office: Share Point, Windows, Access, Excel, Word,
InfoPath, Visio, Outlook, and Explorer
. LEAN manufacturing, Six Sigma Projects, Kaizen events, FMEA
(Failure Mode and Effects Analysis)
. 5S methodology, Sorting, Stabilizing, Shining, Standardizing,
and Sustaining
. GMP, Good Manufacturing Practices
. RCI, Root Cause Investigation
. GIMS system, Global Incident Management System
. BOC system, Balance of Consequences Program
. SAP system, Systems, Applications, and Products in Data
Processing
. Quality Windows, Team Track, Shop Floor, Sample Manager, and
Atlas Software applications
EDUCATION & TRAINING
. Lake Forest Graduate School of Business - All-Star Customer Service
Training Program
Communication Styles, Time Management, Problem Solving, Conflict
Management, Presentation Skills, Project Management and Customer Needs
. Six Sigma & 5S continuous process improvement training.
. RCI Training, Root Cause Investigation
. "I-Learn" - successfully completed supervisory, leadership, training
program.
. ISO 9001:2000 Standards and Implementation training.
. Additional Leadership training including motivation, diversity,
harassment prevention, work place violence, and labor-law compliance.
. Graduate / Diploma: Clarksville High School, TN
Contact this candidate