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Customer Service Developer

Plano, Texas, United States
January 30, 2018

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Merri Lester Product Developer Engineer 805-***-**** Plano, TX 75075

Extensive experience and exceptional knowledge for developing specifications and measurement charts to sew and construct various samples, prototypes, and finished products. Solid computer skills with demonstrated ability for using tech packs to design and construct garments. Developed and implemented improved processes in Quality Control. Effectively liaised as key contact while traveling to various locations in the U.S. and globally to set-up new facilities, provide proven solutions for complex issues, conduct audits, and train staff. Proven success for resolving complex issues with prompt solutions that greatly improve operations. Proficient use of various machines, which include Single Needle, Double Needle, Overlock, Flatseam, Coverstitch, Seam Tape, Bartacker, Buttonholer, Pattern Stitch, Zig-Zag, Blindstitcher, Die/Snap Setter, Cutting Machine, Framis Seam Sealers, and Embroidery.

Areas of Expertise include:

Strategic Planning & Forecasting


Factory Liaison


Relationship Building

Project Management

Adobe Illustrator

Microsoft Office Suite

Quality Control

Customer Service/Satisfaction

Staff Training & Leadership

Warehouse Management Systems: WM, AS400, PLM, AX/Citrix


Detail Orientation/Organization

Problem Resolution

Professional Experience

Roka Sports, Inc. Dallas, TX July 2014 to March 2017

A designer, manufacturer, and seller of technical apparel and equipment.

Product Developer Engineer

Managed and resourced orders for sewing machines, threads, miscellaneous trims, and various supplies. Sewed size sets, developed pre-production and fit samples, and numerous prototypes. Led training for several team members on the use of all machines. Collaborated with team to brainstorm solutions for using the Framis machines (taping and welding machines) to assemble garments. Developed and implemented audit forms and used Excel to create measurement charts used for auditing. Used Adobe Illustrator to develop all artwork for the points of measure library. Coordinated efforts to complete Bill of Materials. Originally hired for product development, seamlessly wore multiple hats to complete various projects as sample room seamstress.

Key Accomplishments:

Developed and sewed the proto types enabling the company to win the Ironman contract.

Executed the set-up for a sewing/sample room during two separate relocations. The rooms were equipped with a 15-needle embroidery machine, 5 Framis machines, 4 thread and 5 thread overlock, 3 needle coverstitch, bartack, heat press, sublimation printer, 4 needle flatsteam, double needle, 3 step zig-zag, single needle, and blindstitch.

Led set-up production for a new factory in San Salvador to fit, sew, and manage tech packs for the swim suit line.

Conducted quality audits for multiple styles in the San Francisco facility.

Created the POM-points of measure for the company handbook

Patagonia Reno, NV January 2008 to March 2014

A designer, producer, and seller of outdoor apparel headquartered in Ventura, CA.

Quality Control Manager August 2008 to March 2014

Held 18-year progressive career ensuring that the company stay on top of its quality standards. Developed, implemented, and managed 100% process and finished goods inspection training for 5 to 45 member team of control inspectors, facilitators, and temporary employees. Oversaw performance evaluations, audits for recording finished goods and data collection, and 100% inspections, RF scanning as needed. Managed maintenance labor reporting, raw material orders, and logging of costs into appropriate chargeback forms. Reviewed and evaluated quality for products to identify issues and provide appropriate and prompt solutions. Efficiently managed and performed accurate product inspections aligned with Quality Control procedures and standards, including periodic re-audits of factory inspected products prior to distribution. Examined garments to ensure adherence to appropriate quality categorization and reviewed packaging to confirm proper documentation. Supervised and monitored factory auditors by evaluating their written work and inspecting goods against quality standards during training and certification periods. Collaborated with IT and consultants to use AX for designing and streamlining procedures. Adeptly used technical knowledge of computer programs, such as WM, Word, Excel, Outlook, Sharepoint, AS400, PLM, Adobe, AX, Lync, and Tradecard to collect, analyze, and compile data for reporting.

Key Accomplishments:

Worked with warehouse departments- trained with shipping and receiving, returns and stocking to have a working understanding of warehouse operations.

Developed and implemented new, streamlined Quality Control processes and procedures to track costs, time records, supplies, inventory, RF Scanning, and measurements.

Served as company liaison when traveling to factories in Ventura, CA, China, Japan, Thailand, and Nicaragua to discuss processes, procedures, and performance with corporate teams and other representatives.

Demonstrated flexibility and adaptability to coordinate and execute daily collaboration with cross-functional teams, which included Receiving, Inventory, Shipping, Returns, Repairs, Production, Design, Customer Service, and the Buyers Group.

Microsoft Dynamics AX and Citrix for the company and its offsite facilities.

Product Developer of Accessories and Wetsuits Patagonia Ventura, CA January 2006 to January 2008

Collaborated with Designers, Patternmakers, and Marketers to manage projects from concept to post-implementation. Used Adobe Illustrator and construction knowledge to design clear and concise specification drawings and illustrations to enable accurate sew up of garments and accessories based on specifications. Created Bill of Materials by using PLM, Excel, and succinct attention to detail to develop precise tech pack. Addressed customer concerns and offered prompt resolutions to guarantee complete satisfaction.

Key Accomplishments:

Developed measurement charts across applicable size ranges to ensure adherence to grade.

Oversaw fittings to ensure clear communication and documentation for requested alterations.

Liaised as representative for various factories to communicate and meet with management officials and manage costs, construction, development of raw materials, evaluation of finished goods, and protect Patagonia’s brand to ensure that values and standards were maintained.

Associate Product Developer January 2005 to January 2006

Collaborated with Product Developer to develop concepts and create finished products by determining the specifications and generating Bill of Materials and measurement charts for applicable size ranges. Led communications with customers to ensure satisfaction with finished products and offer prompt resolutions for their concerns.

Key Accomplishment:

Liaised as key contact for various factories to manage costs and construction, develop raw materials, and evaluate finished goods.

Additional experience as Lead Samplemaker at Patagonia from January 1999 to January 2005, Samplemaker at Patagonia from January 1996 to January 1999. Emergency Response Volunteer at Patagonia from January 1996 to March 2014. Certificate in Infant, Child, and Adult First Aid and CPR, Red Cross.

Certificate in Automatic Electronic Defibrillator AED, Red Cross.

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