Customer Service Quality Control

DEBBIE MULDREW

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

Plainfield, IL 60544

Phone: 781-***-**** or 815-***-****

Email: abipzu@r.postjobfree.com

OBJECTIVE

To obtain a position with a Company that will allow me the opportunity to employ my

experience, knowledge and skills within their organization.

EXPERIENCE

2005 – Present General Motors Service Parts Operations

Bolingbrook, IL

Operations General Foreman

1Supervise staff of 85 employees in shipping and receiving

2Conduct performance review and appraisals of salaried employees

3Instrumental in wrap-up phase for Boston SPO facility

4Track and record individual performance through the layered audit process

5Train and develop hourly employees

6Carries out corporation and divisional parts and distribution policies

7Maintain safety and good housekeeping practices

8Complies with the terms of the local and national UAW agreement

9Responsible for prompt shipment of parts serving 400+ General Motor Dealers

10Maintain quality standards and control operation costs

11Process material returns on a timely basis

2003 – 2005 & 1999 – 2002 General Motors Service Parts Operations

Brandon, MS

Operations Supervisor (Contract)

1Supervise staff of 35 United Auto workers (UAW)

2Responsible for prompt shipment and receipt of parts by efficient utilization of labor

and equipment

3Provide customer service for over 560 General Motor dealers

4Track and record departmental performance

5Maintain safety and good housekeeping practices

6Maintain quality standards and control manufacturing costs

7Motivate employees and elicit work output

8Implement division and corporate policies

9Complies with the terms of the local and national labor agreements

10Maintain employee harmony and human relations

11Process material returns on a timely basis

2002 – 2003 Nissan North America

Canton, MS

Area Manager – Production

1Launched set-up for Canton Plant

2Supervised 28 technicians on the assembly line

3Prepared all standard operation sheets (S.O.S.) for Zone 2 and 3 on the Quest Project

4Updated daily statistical torque charts

5Daily tracked down-time in the zones

6Monitored and repair defects on the line

7Responsible for quality, productivity and safety

8Supported and trained key technicians and new area managers

9Interfaced with Material Handling, Quality Control, Maintenance, Finance, Human

Resources and

Engineering activities

1990 – 1999 Nissan Motor Acceptance Corp. Irving,

TX

Supervisor / Consumer Communications (Customer Service, ACD/Dialer)

1Supervised and reviewed work of 20+ member staff

2Interviewed and hired prospective employees

3Administered annual and periodic employee performance evaluations, recommended

merit increases, transfers and promotions

4Interacted daily with NMAC/IFS management, in-house and outside counsel,

NMAC/IFS sales force and NMAC/IFS dealers

5Supervised customer service representatives

6Responded to collection related complaints, both written and verbal

7Reviewed monthly monitors with ACD staff

8Authorized approval for extensions, charge-offs, waivers and late fee waivers per

authority Guidelines and took further action as necessary on delinquent accounts

9Maintained service levels, controlled delinquency, budgeted goals, decreased abandon

rate, and developed subordinates through administration of established policies and

procedures

EDUCATION

University of Southern Mississippi Hattiesburg, MS

B S Degree, Marketing Management

TECHNICAL SKILLS

Windows NT, Windows 2000, Windows Vista, Windows XP, Microsoft PowerPoint,

Microsoft Outlook, Microsoft Word, Microsoft Excel

Recovery 1, AFS, Shaw, Lemas, CCS Production, WMS (Warehouse Management),

Lotus Notes, GM TKS (Time Keeping System) and Wireless Networking

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