Customer Service Manager
Resume:
LeKecia Ferguson
Milwaukee, WI.53209
********@*****.***
Objective: To obtain a challenging position in Technical Field that will
allow growth and ability to embrace advancement using my education and work
experience.
Education
Bachelor Of Arts Degree In Management Information Systems/ Business
Administration
Ottawa University, Milwaukee WI 8/12/02 - 05/20/07
Training in Networking, Visual Basic 6.0 and Windows 2000 Professional
-MCSE, Supporting Windows NT/95&98/2000/XP
Tech Skills, Milwaukee WI 11/00 -/8/02
Hands-On-Training in installing end-user PC's and upgrading, maintaining,
repairing, troubleshooting network connectivity and setting up peripherals
Milwaukee Business Training Institute, Milwaukee WI 9/00- 7/02
Completion certificate In Computer Aid Drafting, Computer Graphics, and
Science
Milwaukee School Of Engineering, Milwaukee, WI-98
Summary of Qualification
* Highly personable Customer Service Professional with over ten years
of experience in customer services
* Talent for identifying customer needs and presenting appropriate
company product and service offerings.
* Demonstrated ability to gain customer trust and provide exceptional
follow-up, leading to increased repeat and referral business.
* Expertise in resolving escalated customer service issues.
* Proficient with Microsoft Office System (including Microsoft Word,
Microsoft Excel, Microsoft PowerPoint).
Skills
Implemented systems utilizing CAD/CAM2 enabling technologies
Lead programmer on project to re-engineer sales order system
Network Technician with over 5 years experience.
Worked closely with clients to establish problem specifications and system
designs
More than six years in drafting and CAD/CAM operations
Upload data from PC-based policy rating system to mainframe-based data
entry screens
Skilled in blueprint and schematic reading, interpretation, and
development.
Work directly with engineers and technical staff in configurations and
upgrades; solid background in trigonometry, geometry, and algebra.
Ability to direct complex projects from concept to fully operational
status.
Goal-oriented individual with strong leadership capabilities.
Organized, highly motivated, and detail-directed problem solver.
Proven ability to work in unison with staff, and customer.
PC Software
MS-DOS, Microsoft Windows, Microsoft Word, Microsoft Access, Microsoft
PowerPoint Microsoft Excel, Microsoft Outlook and Microsoft Project
Standard 2003, Visio, PCTools, PC Focus, Mini Tab 12
Professional Experience
1/2006 Present Mechanical Industries
ISO controller/ Quality Manager
Three years experience as Quality Manager.
Prepared quality work procedures
Well-rounded background in ISO, training, of procedures operations and
customers affairs.
Managed audit team that performed ISO and system audits
Maintain ISO log, and ISO audits.
Assisted training in developing department Training Program, resulting in a
more efficient, productive staff.
Prepared SPC's and KPC'S reports, graphs, and quality assurance grids for
major customer's products.
Created short- and long-term department objectives in accordance with
company goals.
Excellent experience developing and implementing a variety of SPC programs.
Skilled in developing department objectives.
General dimensional/mechanical/chemical/functional inspection of product
and
documentation of all inspection and test results.
Verified customer rejections and Corresponded with customers
First piece Initial Sample Inspection reports
All Level Production Part Approval Process ( PPAP)
Verified supplier PPAP's
Investigated customer returns and Provided Corrective actions
PFMEA Per AIAG
Control Plans
Process Flow Chart
Worked directly with engineers and updated product sketches to strict
quality-control standards
8/2005 -1/2006 Mechanical Industries
Quality Inspection Engineering
Verified supplier PPAP's
Investigated customer returns
Corrective actions
Customer applications testing
Assisted customer engineers with developing new designs
Initiated quality lab arrangement
First piece ISIR's and PPAP layouts for the major customers
Used precision measurement equipment for inspections of final products.
Faro CAD/ CAM programming, and CMM programming
4/04-8/2005 Howard Hinz
Quality Inspection Engineering
General dimensional/mechanical/chemical/functional inspection of product
and
Documentation of all inspection and test results.
Verified each inspector rejection prior to issue.
Assisted in documenting work instructions to meet ISO requirements.
Assisted in documenting equipment procedures.
Trained personnel in various inspection techniques and equipment
procedures.
Verified customer rejections.
4/03-4/04 Distribution Dynamics
Sr. Quality Tech PPAP Team Leader
First piece ISIR's, Level 3 PPAP's, Verified supplier PPAP's
Worked closely with customers and vendors to solve application specific
problems.
Implemented numerous procedures to facilitate streamlining of standard
processes.
Assisted in development of equipment modification designed to reduce
manufacturing errors and increase overall production.
Trained personnel in various inspection techniques and equipment
procedures.
Supervised training of over 25 employees in 8 different positions.
Received multiple accolades for superlative production records.
Verified customer rejections.
1/00-9/04 Part Time- Computer Tech-Milwaukee, WI
Jr. Network Technician
Perform upgrades
Troubleshoot computer problems
Hardware and software installation and configuration
Computer/Internet training
Network setup and administration
Physical Assembling a Network
Network Applications
Trained staff and customers in computer-system setup and operations
Gained excellent experience in system operations and various types of
hardware and software.
Served as liaison between system users and technical support group.
2/99-4/03- Brossard Milwaukee - Milwaukee, WI
INSPECTOR
Responsible for ensuring accurate layouts, inspecting all parts for
shipping.
Prepare written and verbal reports of activities within the Quality
Assurance department.
Perform internal evaluations for customers and vendors
Perform evaluation on surface decarburization, micro hardness
Computerized testing evaluation
Responsible for evaluation of dimensional attributes of fasteners.
Perform evaluation for customers and vendors.
Assisting the customer with cost saving on existing problems.
11/96-1/99- Advance Die Casting - Milwaukee, WI
INSPECTOR
9/98-9/99 Zenith - Germantown, WI
Inspector
Systems Proficiency
Knowledge of PC setup and installation, as well as various peripherals,
data entry, and file updating.
Experienced in system-operations training, collections, and customer
service
Programming Languages
C++, Visual Basic, HTML, JAVA, and SQL
PC Software
MS-DOS, Microsoft Windows, Microsoft Word, Microsoft Access, Microsoft
PowerPoint Microsoft Excel, Microsoft Outlook and Microsoft Project
Standard 2003, Visio, PCTools, PC Focus, Mini Tab
Work Reference
Gloria white- 414-***-**** @ Manager@Bossard Milwaukee
Rico white 414-***-****@ Manager@Bossard Milwaukee
Tom Blom 414-***-****@ Screw Machine Manager@Mechanical Inc.
John Sarich 262-***-**** Director@ Mechanical Inc.
Nicole King 262-***-****@ Ottawa University
April Griffin 414-***-**** @ Ottawa University
Todd Jernberg 414-***-**** VP @ Mechanical Inc.
Robert Delgado 262-***-**** VP Quality Mechanical Inc.
L.Ferguson PAGE 2
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