Customer Service Quality
Resume:
Diana M. Baird
Patchogue, NY 11772
abmgow@r.postjobfree.com
Objective: Seeking a challenging Quality management position where I can
apply my work experience, knowledge and motivation to improve processes in
a team oriented organization. As the most senior quality manager reporting
directly to the Executive Vice President I worked closely with both
engineering and new product operations to improve processes reduce costs
and increase efficiency.
UltraVolt, Inc., Ronkonkoma, NY
High Voltage Manufacturer, 120 employees
2003 to present
Quality Control and Inspection Coordinator - 6/2006 to present:
. Created the floor plan according to process flow for increased
manufacturability
. Budgeted for an analysis caf for "think tank" sessions regarding
company quality issues
. Promoted teamwork by scheduling process audits that allowed staff
members to provide input and ideas to fix "broken" processes that
affected more than one work center
. Implemented primary and secondary metrics for each work center to
analyze performance and monitor company goals
. Increased production thru put by 50% by implementing AQLs
(acceptable quality levels) at each area of inspection
. Created charts and graphs for an "at a glance" view at company's
performance to decrease the time in the shareholders meetings
. Created an executive first pass yield production report per model
to determine common failures of each model
. Decreased the percentage of in house rework to less than 0.1% by
creating vendor accountability and scorecards to maintain incoming
accuracy rates
. Decreased the amount of scrap per year to less than 1% of the
company's total sales by directing the MRB(material review board)
to investigate trends and determine corrective actions as part of
our CIP(continual improvement process) efforts
. Implemented an RMA resolution committee to track field failure
trends for CIP
. Created and documented the process of inspecting RoHS(restricted
use of hazardous substances) products in house and at the sub-
contractors to ensure the proper techniques were used
. Created a paperless document retention process which made documents
more attainable for all staff members and additionally increased
production floor space by 10%
. Collected manufacture's RoHS declarations as part of quality's "due
diligence" and stored them electronically in case of a customer
audit
. Created and maintain a spreadsheet to determine percentage of RoHS
compliant inventory to assist purchasing in achieving our company's
goal to be RoHS compliant by April 2009
Inspection Coordinator- 1/2005 to 6/2006
. Charged with being company auditor by President and Executive Vice-
President
. Reported updates on daily /weekly basis to President and EVP as per
their requests
. Responsible for accomplishing and maintain company's goal of better
quality
. Created the first entrance and yearly certification test for the
Quality Department to ensure high level inspectors
. Created and documented effective Inspection procedures that ensured
the ability to handle spikes in workload, as well as a steady flow,
which eliminated negative impacts on production
. Implemented the first vendor source inspection for the company to
ensure the quality of incoming products
Lead Electrical Inspector - 11/2004 to 2/2005:
. Promoted to company's first "Departmental Lead"
. Supervised electrical and mechanical inspectors
. Organized work flow
. Disciplined inspection staff providing information on their daily
work
. Completed performance evaluations on each inspection staff member
Stockroom/Inventory Control Specialist (extra hours while working for
marketing) 3/2003 to 11/2004
. Created a monitored an inventory cycle counting system which
resulted in increased inventory accuracy. March - December 2003.
. Used "Visual" ERP system to track inventory transactions
Marketing/Customer Service - 3/2003-11/2004:
. Created customers thru "verifying leads" obtained from trade shows
and trade publications
. Prevented catalogs and promotional material from being
unnecessarily mailed to non-interested clients which saved 30% of
Marketing's budget
Awards received:
. "Outstanding Achievement Award" for increasing customer sales by
15% from FYE03 to FYE04. I created an innovative approach by
bringing lead verification to the quality level, using customer
feedback to design and improve products to meet customer
requirements.
Professional affiliations:
. SMTA(surface mount technology association)
. ASQ(American society for quality)
Courses attended:
. Time Management - New Horizons Computer Learning Center
. Microsoft Excel, Levels 1 - 3 - New Horizons Computer Learning
Center
. Microsoft Word, Levels 1 - 3 - New Horizons Computer Learning
Center
. Coaching - New Horizons Computer Learning Center
. Quality Management - New Horizons Computer Learning Center
. Lead -free manufacturing / RoHS Compliant - SMTA
. Lean manufacturing - SMTA
. Quality Auditing Program - ASQ
Andrew Jeweler's, Medford, New York
Retail Jewelry Store
Employed from 2002 to 2003
Store Manager 12/2002 - 3/2003:
. Gained knowledge of negotiating and purchasing techniques
. Acquired diamond and gem stone grading skills
Jewelry Clerk 4/2002 - 12/2002:
. After 4 years of being "in the red" I was told that in my 1st year
with the store that they were "finally making a clean profit".
Awards received:
. Prize for selling the most watches in the Long Island area by
Citizen Watch Corporation during their fiscal year - FYE2002
Sony Electronics, New Stanton, Pennsylvania
Pittsburgh Branch, 500 employees
American Video Glass Division
Employed from 1997 to 2002
Quality Assurance Training Technician 5/2000 - 10/2002:
. Created a Synergy Process that provided an incentive program which
increased inspectors' accuracy
. Created new lighting techniques that allowed defects to be seen
easier
. Selected to perform Plant Source Inspections of other Sony plants
in the United States to verify that all processes were followed
correctly
Award Received:
. Production Improvement Award for a package idea that decreased time
and increased efficiency on the production floor
Assembly Line Inspector 6/1997-5/2000:
. Became a Licensed Fork Truck driver to expand my knowledge of
logistics
. Became a Certified Team Skills trainer(Train the Trainer) to expand
my training skills-4/2000
. Trained and Certified all newly hired inspectors
Award Received:
. Perfect Inspection Award for achieving 100% consistently on yearly
inspection test from 1998-2000
Courses attended:
. ISO certification-2/2000
. Six Sigma- 5/2000
. Technical Writing- 3/2000
. Statistical Analysis-3/2000
. Team Skills-ongoing from 1997-2002
. Certified OJT Trainer- 4/2000
. Hazmat Training-1/1999
Education and Academic Achievements:
. Completed Statistical Process Control Course at Westmoreland County
Community College, PA -6/2000
. Attended 1 year at Penn State University-1990
. Received Presidential Scholarship from Seton Hill College, PA for
research-1990
. Graduated Southmoreland High School with honors, ranked # 3 in
class of 456 with a 3.89 GPA-1990
. Member of Southmoreland National Honor Society-1990
. Academic Award for Outstanding Achievements in Biology-1990
. Presidential Fitness Award- 1990
. Who's Who in Foreign Language, Spanish- 1990
. Westmoreland County Chapter Red Cross blood drive Award for
Student Council Service -1990
. Local Educational Award from "County Market" supermarket - 1990
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