Customer Service Quality

Delores LaFontsee

**** *. ******* ****** . *******, MI 49337 . Cell 231-***-**** .

**********@*****.***

Career Objective

Goal-driven Quality Engineer seeking an opportunity within an Innovative

company where I will be able to utilize my education and experience in a

Quality Engineer position.

Summary of Qualifications

Experienced in customer service, supplier quality, metal stamping, plastic

injection, anti-vibration, die cast, timeline management, APQP, work

instructions, FMEA, Flow, Control Plans, procedures, policies, customer

complaint resolution; 8-D, 3 Leg 5 Why, supervision, computer skills,

problem solving, lessons learned, as well as TS16949 Quality System.

Education

Baker College, Muskegon, MI

2008 - 2010

B.B.M., Business Administration; major in Management

Baker College, Muskegon, MI

2005 - 2006

A.S., Business Administration

Professional Experiences

Paulstra CRC, Grand Rapids, MI

Corporate Quality Engineer / PPAP Specialist 6/2002

- Present

. Customer Service to GM, Ford, Chrysler, Mercedes, BMW and Tier 2

Suppliers

. Review/verify Supplier (sub-tier) PPAPs

. American Society for Quality (ASQ) member

. Communicate with customer representatives to determining the best

course of action to support the customer's needs yet meet cost

limitations

. TS16949 Internal Auditor - audit compliance to internal processes

. Adhere to AIAG PPAP 4th Edition Quality Documentation Standards and

customer specifics to determine documentation required to prove change

and implement time line as well as divide responsibilities to assure

timing

. Review all documents required for submittal for completeness and

accuracy and to assure that all customer requirements have been met

. Comply with industry standards across all major automotive companies

. Understand and use all customer designed web sites in web based

submittals,

i.e. Ford: DDL/VPP, GM: GM Supply Power/ GQTS, Chrysler: CQMS, Mercedes:

SQMS

. External audit support

. Create, review or update company work instructions, procedures and

Quality documents using Excel and Word

. Maintain monthly metrics for Quality Measurables (PPM, Scrap, MCNs)

. Problem solving systems to meet requirements

. Assign projects to peers to meet timing

. Review supplier PPAPs

. Review and resolve customer complaints through formal processes (8-D, 5-

Why, etc.)

. Familiar with www.mdsystems.com (IMDS)

Pridgeon & Clay, Grand Rapids, MI

Gage Coordinator

1/1996 - 6/2002

. Customer Service Representative; communication between company and

gauge production facility

. Designed simple fixtures to meet part quality as defined on blue print

. Managed timing and deliverables with gauge shop during build phase

. Developed and maintained gauge calibration system

. Part Quality resolution

. Interface with other departments regarding part quality, gauging, and

other issues

. Travel as needed

. Incoming Supplier quality

Grand Rapids Controls, Rockford, MI

Quality Auditor 9/1993 -

1/1996

. Entry level Quality auditor

. SPC

. Part inspection

. Incoming Quality

Technical Skills

Microsoft Excel Microsoft Word Microsoft

Access

Microsoft Project Microsoft Power Point Lotus Notes

Microsoft Outlook Microsoft Visio AS 400

Inventory

Mapics Inventory Adobe NWA (SPC Software)

References

Available upon request

Contact this candidate