Sign in

Continuous Improvement Customer Service

Easley, South Carolina, United States
January 14, 2018

Contact this candidate


SUSAN A WILLARD *** Auston Woods Circle Apt. H, Easley, SC 29640 - 864-***-****


Quality Management, Quality Engineering, Training & Training Development (all levels), Continuous Improvement, Systems Development, Project Portfolio Management, Risk Management, Quality Systems Development & Management, Performance Trending, Process Development, Inter-Corporate Systems Development (Quality/Analytical/Process), Personnel Mentoring, Data Mining, Data Analysis, Qualification/Validation Planning/Reporting, Analytical Development and Equipment Automation.

St. Jude Medical/Abbott -Cardiac Rhythm Division,

Liberty, South Carolina

An American based medical device company, a Fortune 500 company that is listed on the NY Stock Exchange as STJ, with 20 principal operations and manufacturing facilities which produce products and expertise to customers in 100 countries. St. Jude Medical, Inc. focused on solutions to the world’s most expensive epidemic diseases since 1972, which include Cardiac Rhythm problems, Neuromodulation, Heart Structure, Electrophysiology Ablation Catheters, and more. St. Jude Medical, Inc. global Corporation is headquartered in St. Paul, Minnesota.

2014 – Present - Sr. Quality Engineer

•Sr. Receiving Quality Engineer for High Voltage Capacitor Manufacturing Value Streams

•Sr. Supplier Quality Engineer for High Voltage Capacitor Manufacturing Value Streams

•Simplified & Implemented Quality Policies to better comply with QSR, FDA & ISO regulations

•Process Validation, Equipment Verification, Facilities Systems Validation, MVP/R, DVP/R.IQ/OQ/PQ, RIR, Problem-Solving, Continuous Improvement Project Management

•Risk Evaluation/Management DFMECA, PFMECA, Mitigation, Engineering Controls

•R&D, Design, & NPI Departments, New Products from Cradle to Grave

•Equipment Life Cycle Management, PM,

•Plant Engineering & Operations in Process/Product Control & Improvement

•Management & Automating Visual Dimensioning Equipment, Analytical Methods Development

•Equipment & Tool Qualification, Verification, Validation, OOT Analysis, Calibration & PM Management

•Critical to Quality Metrics Identification, Measurement & CtQ /Process Capability Improvements, including Risk Management, Scrap & Rework, NCMR, CAPA, SCAR, SCR, RIR, FMEA, Quality Planning, Analytical Improvements, Returns Investigation & Team Advancement.

•New Employee Mentorship, Empowerment & Training

Engelhard Corporation/BASF Corporation,

Seneca, South Carolina

A German-based chemical company, listed on the German Stock Market, with 13 divisions, 7 Verbund Plant Sites, and over 111,000 employees. BASF is the world's largest Chemical Company, with 2011 Catalysts Division sales of $73.5 Million, serving the Chemical Catalysts, Fine Chemicals, Environmental Materials, Specialty Performance Products, Health & Agricultural Solutions, Construction and Oil & Gas Industries. BASF Corporation, headquartered in Florham Park, New Jersey, is the North American affiliate of BASF SE, Ludwigshafen, Germany. BASF had approximately 16,900 employees in North America and had sales of $18.7 billion in 2012.

2010 - 2013 Process Engineer III – Continuous Improvement (CI) & Asset Effectiveness (AE)

•Continuous Improvement Coordination – Lean Six Sigma, 5S Rollout

•Asset Effectiveness – OEE Rollout Director

•Training: Operations & Management in Lean Manufacturing, Lean, Lean Six Sigma, Quality Management

•Project Portfolio Management & Coordination

•Project Portfolio Evaluation, Benefits Templates Development & Training.

2008 – 2010 Process Engineer III – Chemical Catalyst Manufacturing Area

•Developed new Process Techniques & Lean Production Lines, while retaining Operators to new operator interfacing, resulting in a minimum of 60 hrs production time per order.

2005 – 2008 Subject Matter Expert & Analytical Lab Management

•Mentored and trained all plant personnel in Continuous Improvement, Problem Solving, Teams, Auditing, Systems Improvement, Mentoring, Training, and Data-Mining, resulting in an improvement of Customer Service systems, Distribution movement improvements, Tolling processes, and material labeling.

2001 – 2005 Senior Quality Engineer

•Held Seneca’s first Continuous Improvement Projects, Automated XRD, XRF Analytical improving Analytical Effectiveness, while Developed Programming Software, Programmed and Processes Improvement for Analysis of Materials

1999 – 2001 Supplier Quality Engineer

•Developed and Implemented Automated Supplier Evaluation Process, utilizing QI 9000 Documentation Software, along with Developed & Implemented Automated Data Mining Techniques – AS400, PRISM CIMS, JDE, SAP for streamlining and automation.

•Co-Developer, Builder & User of T-Rex (Titanic Deep-Water Remote Explorer) used in Discovery Channel’s 1998 Titanic Expedition.

1989 to 1999 Laboratory Supervisor, Quality Systems Development / Developmental Chemist

•Managed 12 Lab, up to 25 Lab Technicians, ISO, QI Macros, & AS400 Computerized Production/Lab System Implementations. Improvements include Chemical Hygiene Plan, Plant Radiation Safety Program, Automated Specification Control System, Developed, 15+, cutting-edge X-Ray Diffraction Testing Techniques, for Alumina Phase determinations, which saved millions of dollars in sales, new product development, production, and available capabilities.

1985 – 1986 Owner / Operator of Little Rascals Day Care in Asheville, NC


•(ASQ Senior Member #01062873)

•Extended experience in Coordination of Personnel, Process Tasks, Services, Technology, and Products

•Customer Service, Customer Complaint Resolution, Customer Requirement Evaluation & Compliance

•Nurturing ability (Caring, empathetic, compassionate),

•Experience in Care Giving, and Improvement of others situations

Articulate, with strong verbal and written skills and pleasant phone manner

High level of emotional intelligence

•Conflict Resolution Expertise

Creative problem-solving skills

Organized and detail oriented; excellent documentation skills.

•CI (Continuous Improvement): LEAN Manufacturing, Visual Management, 5S, Yellow Belt

•Project Portfolio Management, LSS Greenbelt, Op Ex, OEE/AE Coordination

•QMS & Quality Tools: TPM, TQM, SQC, C&E, Control Plans, SQ/IQ/OQ/PQ/PPQ, PFMEA,

•Problem-Solving Tools: PDA, Delta-5M, DMAIC, LSS, DSS, DILO, Wrench Time, SMED, 5S/6S, 5-Whys,

•Computer Skills Expert Level: MS Office 2010 Suite, MS Project Management - Assembly, PLC, + other Programming, LIMS, JD Edwards, Lab Vantage, Sapphire, AS400, SAP, Access Databases, QI Macros, Minitab & Quality Companion, Data Downloads, Active Factory, Wonder Ware, QSI System 9000 & QSI Reports, TCE, WindChill, PROMIS, EPIQ, INFOR,

•EH&S Skills: STOP, PSSR, Safety Investigations, MSDS, Radiation, Industrial Hygiene, SOPs & WI, ISO14000, Green Operations, Dry Room,


MS in Physics - Clemson University - BA in Physics - UNC-Asheville

Graduate: Online: “Writing Story Books for Children: 2015

Current Education: Institute of Children’s Literature: Writing Program



Risk Management DFMECAs, PFMECAs

Certified Yellow Money Belt Lean Six Sigma GB

STOP Safety TPS - Toyota Productive Systems

BASF - Process Safety LRQA Lead Assessor/Auditor

TPM – Total Productive Maintenance Root-Cause Analysis

DOE - Design of Experiments Engelhard Project Management

Hazardous Chemicals EQ - Exceptional Quality

EQ2 - Exceptional Quality Squared Harvard Management

Leadership in Action Management MS Project Management

Operational Equipment Life Cycle Applies Statistics – General

Applied Statistics - Process Control PDS Management

BASF Leadership Management Zinger Miller Management

Retaining & Empowering Talent DISC in Management

DISC in Team Project Management

Psychology CEUs from All CEUs

Human Growth and Development 2 Cognitive Behavioral Therapy

Documentation Overview 2

Core Competencies for Counseling People with Co-Occurring Disorders

Assisting Families through Transitions

Behavior Modification and Treatment Planning

Contact this candidate