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Customer Service Quality Assurance

Mebane, North Carolina, 27302, United States
90,000 +
May 19, 2017

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Kenneth Plue

Quality Management Professional

Haw River, NC 27258 - 336-***-****

• Extensive experience with management roles in quality assurance, auditing, six sigma/lean methodology, SPC, logistics, operational execution, electronic repair, field support and customer service.

• Passionate leadership and interpersonal skills with results-oriented approach including performance management and employee development.

• Proven ability to evaluate critical business requirements, identify continuous improvement opportunities, and develop innovative and cost-effective solutions.

Strengths include:

Customer Service

Project Management

Vendor Management

Quality Control/Assurance

Personnel Development

Statistical Analysis

Auditing (ASQ Trained)

Six Sigma Green Belt

Authorized to work in the US for any employer


Quality Engineer II

Jabil Packaging Solutions - Mebane, NC - September 2015 to Present

- Manage Internal Audit Program including regulatory requirements for ISO 13485, ISO 9001, CFR 820, SQF.

- Create programs and provide root cause analysis, corrective and preventive action training

- Provide training and executional support on SPC methods, process capability, Gage R&R, control charts, sampling methods, etc.

- Technical support and coordination on all processes and issue resolution to customers and internal quality teams

- Support QMS standards by examining processes and developing applicable improvement actions.

- Project Management

- Support Validation and Qualification protocols

- Drive continual improvement efforts, customer complaint resolution, supplier and internal corrective actions and preventive action.

Quality Engineer

Noramtec Consultants Contractor at Corning, Inc - Winston-Salem, NC - March 2015 to September 2015 Support Overhaul of CAPA system effectiveness

• Execute Internal audits and manage execution of addressing and closing non-conformances and opportunities for improvement

• Regulatory compliance audit support (TL9000)

• Drive continuous improvement efforts through corrective and preventive action derived from audits, performance data, and internal evaluation

• Performed root cause training and evaluation

• Implemented process improvement through quality assurance efforts

• Develop product quality architecture and built in quality control plans to identify critical to quality metrics and potential risks

Sales Associate

Dick's Sporting Goods - Burlington, NC - November 2014 to March 2015 Retail merchandising sales and support - transitional position while attending graduate school Quality Manager

New Breed Logistics - High Point, NC - March 2010 to November 2014 Operational Analysis

Championed efforts in promoting quality assurance excellence and continuous improvement throughout 60 3PL locations within the US and Europe


• Managed execution of AS9100C/ISO9001/TL9000 internal and external audits for regulatory compliance

• Created and implemented effective product and process quality audit program that was adopted as Corporate standard

• Performed oversight analysis on key corporate performance metrics which drove improvement actions and projects

• Developed quality assurance and control practices with focus on lean and six sigma methodology

• Lead corporate continuous improvement efforts in areas of corrective and preventive actions, training, quality assurance, lean six sigma, 5S

Head of Repair Operations/Reverse Logistics-North America Sony Ericsson Mobile Communications, Inc - Research Triangle Park, NC - September 2006 to March 2010

Challenged to manage and expand network of repair vendors in North America within $30 million warranty budget

• Reduced costs and improved efficiencies in operations while maintaining quality levels, safety, velocity, and costs all under budget

• Successfully, identified, setup and implemented new repair facilities in Mexico and the US that supported corporate business goals

• Reduced labor and parts usage costs through effective vendor partnerships and management

• Implemented cost reduction initiatives including repair parts reclamation, reuse and refurbishment resulting in more than $3 Million in annual savings

• Maintained "green" standards through asset liquidation including scrapped phones, accessories and used repair parts

Regional Customer Service Manager - Midwest

Sony Ericsson, Inc - Research Triangle Park, NC - December 1998 to September 2006 Provided technical field engineering support throughout Midwest to support successful sales of products and to identify and eliminate product performance issues

• Supported customer technical acceptance and validation processes

• Worked closely with internal engineering team to confirm customer requirements and facilitate their implementation into products.

• Provided technical support to authorized service centers on warranty logistics and Sony Ericsson phone repair EDUCATION


UNCG Bryan School of Business & Economics - Greensboro, NC January 2015 to March 2015

The University of North Carolina at Greensboro - Greensboro, NC Bachelor of Science in Technical Management

DeVry Institute of Technology - Chicago, IL

Associate in Electronic Engineering Technology

DeVry Institute of Technology - Lombard, IL


Technical Expertise

Organizational Skills

Resource Management

Six Sigma/Lean Training

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