Customer Service Manager
Resume:
Lilia Vázquez-Ollervides
Phone: 248-***-****
Email: ********@*******.***
Top description 20 years of experience in automotive industries focus on the task and driven to high performance results. 14 years in management positions: mainly in QA, CI and Launching programs, International assignments: (France, Germany, Canada, US and India). Independent consulting projects since 2013 - 2016
Professional Background
AGS Automotive – Quality Head (Sterling Heights MI, USA) Sep 2016 – Current Stamping and Welding process
GM NA Customer care (BIQS, APQP, PPAPs, PTRs, ECN)
IATF Transition structure and strategy leader
Non-Quality costs from risk reductions and Supplier cost recovery
Supplier Development and Non-quality costs Impacts SELB Consulting - BTV (Supplier development) Outsourced Project AUDI Jan 2016 – Apr 2016
AUDI Tier 1 and key Tier 2 Supplier ́s Vollbemusterung, sampling and 2DP
AUDI & VW Group - Customer Specific Requirements (VDA 6.1, 4.2, 6.3, 6.5) in supplier QMS GeNI Mexico (Transition project) - Quality Manager Sep 2015 – Dec 2015 Stamping and Welding process for chassis
Improve Customer performance with: FORD, GM, USM, VW, AUDI
Reduce 70% PPMS and assuring: APQP, QPN, A3 and Change Management
CSR: BiQS, Q- 1 and Supplier A score
P & C Group (CAMACO) Lorain OH – Quality Manager Feb 2015 – Sep 2015 Stamping, welding and e-coated parts for seats
Flawless launch for GMT D 2XX, supplier development and SW at manufacturing lines
Buy off of Tooling and Equipment. Leader in Customer portals: COVISINT, SRVs, SQMS
Complete assuring of Customer Specific Requirements: Ford, GM, VW, AUDI into QMS of plants Freelance in Quality Management Jan 2014 – Feb 2015 Lead Assessor in Customer Specific Req Commodities injection molding and stamping metals parts
Customer Specific Requirements: VDA, ISO, ISO TS, Q-1, Formel Q, QPN
Customer Services and representation with: GM, Ford and VW
Comodities: metal, stamping, injection and assembly Faurecia Interior Systems - Contract Quality Manager (N1, N2, N6) Sep 2013 – May 2014 Injection Molding, assembly and painted inner parts
Remove the sorting companies and Quality walls: VW, Ford, Chrysler, GM, AUDI
Improve Customer performance PPMs and Non Quality costs in 60%
Deploy Quality basics, LPAs audit. Facts & Data daily tracking Kautex – Textron Company - Quality and Launching Manager Mar 2013 – Sep 2013 Fuel System (blowing and injection mold) and Clear Vision (Injection and Assembly) Customers: GM, Ford, VWM, Nissan, Chrysler, FIAT, Honda
Get back supplier A score from VW. Hold the Q – 1 award from Ford (having a Stop Shipment)
Engineering Change Management: AKO, EWOs. W321, W324, B299, CD4 – 100% on time
Reduce 30% of Customers PPMs. Non Quality Costs in 50% Benteler Assembly Plant – Quality Head Jan 2012 – Feb 2013 Press, Welding, Assembly process - Customers: BMW, MBUSI, Ford and VW
Primary Contact of Customer topics: Claims, Concern, Performance and sorting process
Totally remove all sorting companies in Customer facilities
Customer service assuring prompt and right responses on time Webasto Edscha Cabrio - Quality & Launching Manager (Outsourced position) Jan 2011 – Dec 2011 JIS Sunroofs
Customer service: Complaints / Solving Problems, Criteria, Improvements, cost reductions
CSR: VDA 6.3, D/TLD and Q lab homologation
90% implementation of Standardized work and Value Steam Mapping
Annual quality master plan
Federal Mogul – Quality Head Jan 2008 – Dec 2010
Metals pistons
Customer services and attendance: Ford, GM, John Deere, Caterpillar
30% of scrap rates reduction
15 % of productivity increase
Magna Powertrain
Seats and Metals Mexican Operations – Quality Engineer (Ramos) Sep 2007 – Dec 2007 Customers: VW, GM, FCA
Supplier Development in supply chain in: stamping, welding, plastics, fabrics and leader
Analyze and monthly overseas report of Suppliers Trends and Results (Charge backs and Road maps) to Quality and Six Sigma Headquarters
Coordinate resources and create strategy for Develop and Assurance of suppliers in launching new projects. Supplier Day Coordinator for GMT 319 Lear Corporation
Seats and Metals Mexican Operations – Supplier Corp Quality Coordinator Jun 2005 – Sep 2007 Customers: GM, Ford, Chrysler, BMW, Nissan
Supplier Development in supply chain in: stamping, welding, plastics, fabrics and leader
Analyze and monthly overseas report of Suppliers Trends and Results (Charge backs and Road maps) to Quality and Six Sigma Headquarters
Coordinate resources and create strategy for Develop and Assurance of suppliers in launching new projects. Supplier Day Coordinator for GMT 319 BOS Automotive Inc (Puebla, Mx) – Quality and Launching Manager Mar 2004 – Jun 2005 Cargo Loaders, Luggage Covers, Safety nets and plastic parts – Closed plant at Puebla Customers: VWM, Ford, GM, BMW, MBUSI, Nissan
Reduce in 400 PPMs to zero
ISO TS 16949 / ISO 14000 certification award
100% effectiveness in GP 12 early containment process TÜV América de México (at Volkswagen group) – Lead assessor / Registrar Auditor Jan 2002 – Mar 2004
Registrar Audits in TS 16 949:2002, VDA 6.1, VDA 6.3 and ISO 9001:2000
Lead assessor at Volkswagen of Mexico for the improvement of the Quality System according to VDA 6.1 and VDA 6.3, working thru projects management
Develop six sigma project in reduce the warranties costs ($480,000USD) Plastic Omnium – QMS Management Representative Ago 1999 – Dec 2001 Injection molding . Customers: GM, Ford, Chrysler
Get the multisite certification in ISO TS 16949
Full PPAP approval with GM and Ford
Boundary samples book for clear Quality Criteria Training courses
Waste Reductions Jan 2018 Michigan
IATF Lear Auditor Dec 2017 PIC (Michigan)
BIQS Oct 2017 ATCO (Michigan)
QSB PLUS May 2015 ITESM / GM
QPN (New parts) July 2014 INFODE / VW
A 3 Solving Problem July 2014 Mexico
VDA 6.3 Auditor Oct 2011 INFODE/ VW
VDA Refresh and Update Oct 2011 TUV América de México Lead Auditor (ISO TS 16949 / ISO 14000) Sep 2011 GYRUS Core Tools for Lead Auditors Aug 2011 GYRUS
Quality New Parts QPN May 2010 INFODE / VW
Effective leadership for Ops (Redding) Sep 2009 Cuernavaca, Mor Core Tools for Lead Auditors April 2008 FORD Qro, Qro Visual Factory and 5 S ́s April 2005 Puebla, Pue
Reporting Quality Costs April 2005 Sttugart, Germany Kaizen and Lean Manufacturing Sep 2004 Puebla, Pue Internal Auditor TS 16 949:2002 Aug 2004 INFODE / VW Q – 1 award Jul 2004 FORD México, D.F.
Six Sigma Black Belt Jul 2002 TUV América de México Lead auditor QS 9000 Apr 2001 PERRY JOHNSSON Monterrey N.L Industrial Engineer May 1998 TECNOLOGICO SIERRA MADRE
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