Customer Service Quality Assurance

Abby Bray

Objective To become a member of a team, in a challenging and respectful environment, where my

knowledge and skills will be a contribution.

Employment 2009-2010 SupraNaturals Inc. Springville, UT

Planning/Production Supervisor

Responsible for the scheduling of new and existing product builds by ensuring inventory is

available and production lines are scheduled W

450 S 300

Salem, UT 84653

Acted as main interface between Phone 801-***-**** all components and paperwork

departments to ensure

are ready for production at the time E-mail order is scheduled to run

the work

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

m

Responsible for creating and maintaining part numbers

Responsible for creating and maintaining packaging BOMs

Responsible for setting up requisitions for components that need to be ordered

Created work orders using Oracle system to meet production schedule and seeing them

through to completion

Created move orders for components to staging areas for production

Ensured product is completed and QA released in time to meet ship date

Served as backup Supervisor for Production

Wrote and maintained SOPs for Planning and Production departments

2006-2009 SupraNaturals Inc. Springville, UT

Quality Supervisor/Manager

Implemented Quality Assurance and Document Control processes for company

Responsible for training and implementation of Good Manufacturing Practices (GMPs)

Created and implemented training process for all departments

Implemented and overseen Corrective and Preventive Action (CAPA), Customer

Complaints, Plant Inspections, Internal Audit Process, Customer Returns, Material Review

Board, Recall Process, Return Process, Engineering Change Process and Deviation

Process

Supervised In-Process monitoring of manufacturing

Approved and supervised creation of batch records that are distributed to manufacturing.

Ensuring BOM are correct and Specifications are in place

Responsible for release of products for shipping/inventory

Tracked and trended manufacturing errors for areas of improvement

Tracked and ensured all expired product was removed from warehouse

Overseen all Document Control functions maintaining all hard and soft copies of master

files

2004-2006 ModusLink Lindon, UT

Planning-New Product Introduction Coordinator

Overseen releases of new product and revisions to exiting product

Acted as the main interface between clients and supporting departments

Responsible for the scheduling of product builds by ensuring inventory is available and

production lines are scheduled

Interacted with the customer on operational and escalated issues

Worked with Sourcing Department in obtaining new components for client’s products

Involved in implementing new business for new and existing clients

Involved in creating SLAs with new and existing clients

Tracked implementation to ensure start up is on time and within budget

Managed and tracked progress of the new product/procedures to ensure all deadlines are

met

Support Financial Services by providing information on invoice query and payment

reconciliation

Cross trained on MRP system for purchasing of components. Cross trained on BOM and

part set up in IFS system

1998 – 2004

Senior Supervisor of eFulfillment--Quality Team

Overseen all Quality Requirements for the call center.

Conducted monthly department audits to ensure compliance in ISO requirements.

Documented all audit findings and ensure all corrective actions are responded to and

resolved within an appropriate amount of time.

Overseen document control for department. Following the requirements of ISO.

Supervised the Quality Monitoring Team and Internal Auditor Team.

Drove Improvement throughout the call center and communicated process improvement

opportunities to Call Center Management.

Monitored and tracked all call center metrics & trends and took action when necessary.

Worked with Call Center Management in implementing new teams and processes.

Implemented a Benchmarking Process between Solution Centers as an active member of

the Steering Committee and implemented Best Practices.

Represented the Call Center for Initial Benchmarking rollout and employee training.

Facilitated training and sales presentations to call center Management and potential

clients.

Participated in annual ISO recertification audits.

Participated in interview process for internal and external positions.

Participated in client Quarterly Business Reviews

1993 - 1998 Ivy International Inc. Orem, UT

Supervisor/Order Entry Operator

Served on ISO Steering committee

Supervised Call Center Team

Managed schedules for coverage for Call Center

Knowledge of Subscriber database and WordPerfect software

Processed payments and invoices accordingly

Processed check and credit card reports for daily deposits

Provided customer service through verbal and written communications

Assisted other departments in various projects

1991 - 1992 Dr. Giles Orem, UT

Receptionist/Billing

Accounts payable and receivable

Insurance billing

Managed front office

Scheduled patients visits

Filing and updated patient charts

Education Diploma in General Education

American Institute of Medical-Dental Technology- Certified Medical Secretary

ASQ ISO 9001:2000 Internal Auditor w/Medical Device certification

ASQ ISO 14000 Internal Auditor certification

COPC 2000 Registered Coordinator

Skills

Microsoft Office Oracle

Microsoft Sharepoint IFS applications

Internal Auditing Time, Record and Project Mngt

Internal Training Type 70 wpm

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