Customer Service Quality Control

Barry D. McLaughlin

**** ******* **. ~ Charlotte, North Carolina 28269

Home Phone: 704-***-**** ~ Daytime Phone: 704-***-****

E-Mail: ******@***.***

QUALIFICATIONS

. Experienced in all aspects of Managing departments in both a

fast-paced production environment as well as an R&D setting.

1. Developed and Implemented a Microsoft Access Database to track

all customers' sample results, allowing customers to receive

weekly summaries of submitted samples for cost control measures.

The database also allowed Viance, LLC. to ensure every customer

was following guidelines for treating wood set forth by the

American Wood Preservers Association.

2. Consistently solve customers' issues, as well as prevent future

problems, by evaluating situations and developing clear, concise

action plans

WORK HISTORY

May 2008 - present: Laboratory Manager, R&D Department, Viance, LLC.

. Maintain responsibilities listed for Customer Service Supervisor

below, as well as the following duties:

. Oversee Safety, Health, and Environmental regulations for the

Viance Technology Center.

. Official Radiation Safety Officer for Viance, LLC.. Implement

requirements set forth by the NCDENR and ensure they are

strictly followed in accordance with current licensing.

. Liaison between Viance's PhD scientists and Technology Center

Director. Perform all tasks required to maintain a highly

productive environment.

. Write analytical methods and train Lab Technicians to

successfully complete required testing.

. Perform maintenance or troubleshoot problems with analytical

instrumentation.

. Purchase required supplies for the Technology Center as well as

maintain budgetary requirements.

. Worked in conjunction with Viance's IT department to develop and

implement a new data tracking software program for recording

testing results of customers' samples and issue reports to our

customers, as well as Viance's sales force, to help optimize

cost control measures.

. Main contact for Viance's European customers to resolve problems

or questions regarding their processes.

January 2007 - May 2008: Customer Service Supervisor, Viance, LLC.

. Oversee all analytical testing / results on current customers'

wood treating products and notify the Technical Services

Department of any non-conforming results.

. Solve customers' process / wood treatment problems through

analyzing their product and developing action plans to eliminate

their current issues while inhibiting new problems from

developing.

. Communicate with Senior Management of Viance, LLC., as well as

current customers, either verbally or written, on problem

solving or cost savings action plans.

. Develop analytical methods that are implemented at our

customers' facilities which allow them to closely track the

performance of their wood treatment process.

. Operate and perform instrument maintenance on Inductively

Coupled Plasma Spectrometer, X-ray fluorescence analyzer, High

Performance Liquid Chromatography systems, Fourier Transform

Infrared Spectroscopy, and two autotitration systems.

WORK HISTORY (contd.)

August 1998 - December 2006: Quality Control Laboratory Supervisor,

Chemical Specialties, Inc.

. Supervise all divisions of the Quality Control Laboratory,

including Customer Service,

Environmental, Industrial, Wood Preservation, Raw Material

Evaluation, and Product Development.

3. Develop and maintain Quality Control Procedures for our

company's remote site in Valdosta, Georgia, as well as various

toll-manufacturing facilities.

4. Maintain departmental budgetary requirements.

5. Develop and maintain departmental Chemical Hygiene Safety

Program.

. Ensure all requirements are met for customer audits.

6. Develop spreadsheet templates to calculate Product formulations

and in-process adjustments of production batches.

7. Operate and perform instrument maintenance on Inductively

Coupled Plasma Spectrometer, Buchi Kjeldahl Distillation

Apparatus, Total Organic Carbon Analyzers, Flame Atomic

Absorption Spectrometer, X-ray fluorescence analyzer, High

Performance Liquid Chromatography systems, and two

autotitration systems.

. Develop analytical methods for new and existing products.

. Troubleshoot and solve customers' process and / or analytical

problems.

. Improved productivity in the QC lab 60% while reducing

operational costs by restructuring

personnel work schedules and developing analytical methods for

both new and existing analytical equipment.

EDUCATION

Northern Illinois University Dekalb, Illinois

B.S. in Biology; Chemistry / Psychology Minor

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