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Customer Service Training

Sanford, North Carolina, United States
February 22, 2018

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Sarah-Sarah -Olindina Nascimento

LinkedIn 910-***-****

Profile Industrious, and versatile team member, with excellent communication skills, strong attention to detail, and computer savvy. Dedicated to continuous improvement, and development. Software & Skills Microsoft Office, Visio, SharePoint, ExpressionWeb4, Oracle, SAP, Process Model, AutoCAD, Adobe Illustrator, Adobe Presenter, Adobe Professional, Articulate, Camtasia, Appian, Atlassian, PowerSteering PPM, & basic programming skills (VB, HTML, XML). Technical Writing, e-Learning Development, Web Development, Training, Mentoring, Lean Sigma methodology, WCM Methodology, Process Design & Improvement, Capacity Planning, Certified Lead Internal Auditor for ISO9001 IATF16949 Quality standards, Thomas International Certified DISC test administration and results analysis.

Work Experience Training & Development Specialist, Magneti Marelli PWT – Sanford, NC 2015 – Present Assess training needs, plan & administration of training programs, development of training materials and tools, maintaining Learning Management System, WCM People Development Pillar support.

• Developed & Implemented Train the Trainer Program.

• Implemented OJT tracking method, and audited process monthly to ensure adherence.

• Developed New Hire Qualifications process for assessing training/education gaps in new hires for middle and high skilled occupations, and action plans to resolve.

• Collaborated with local college to deliver customized occupational and soft skills training programs through industry services.

• Expanded program to include trainees from NAFTA Business Unit.

• Combined efforts with training counterparts from other local industries to partner in delivery of Lean Six Sigma, and Leadership training.

• Collected Human Error Root Cause Analysis data, to help drive corrective actions.

• Created internal website to streamline HR Benefits, forms, and communications processes.

• Onsite Instructor for Lean Principles, Kaizen Methodology, WCM Methodology, ESD, Microsoft PowerPoint, Microsoft Excel, Microsoft Word, Microsoft Outlook, Root Cause Analysis, Human Error Root Cause Analysis, Team Building, New Hire Induction.

• Thomas International & CEB Certified in assessment and analysis of DISC PPA, GIA, OPQ32, SHL tests.

Sr. Manufacturing Engineering Tech, EMC2 Corporation – Apex, NC 2006 – 2014 Capacity planning, process innovation, proprietary software development, & product support in both cellular and assembly-line manufacturing areas.

• Tracked product assembly and test data to provide accurate and up-to-date models to predict test equipment needs for quarterly production.

• Worked remotely with global counterparts and cross functional teams to ensure resources and test capacity availability & optimize test processes.

• Utilized Lean Manufacturing and Six Sigma tools to engineer efficient work flow.

• Provided Process Engineering support of processes and equipment required for the manufacturing of Clariion Storage systems.

• Created documentation and computer based training videos to aid in training for production, and process consistency.

• Developed automated software to aid in product assembly processes.

• Established & managed a cross training program to leverage talent from other manufacturing organizations to assist with troubleshooting & support of production areas during 2nd and 3rd shift hours, when Engineers were unavailable. Failure Analysis Engineering Tech, EMC2 Corporation – Apex, NC 2003 – 2006 Testing and failure analysis of Clariion storage processors, coordination of department REFERENCES AVAILABLE UPON REQUEST

activities, data mining, and cross-functional team participation in a cellular manufacturing environment.

• Provided component & system level Failure Analysis of Clariion Storage systems.

• Authored test procedures & technical reference documentation for engineering use.

• Generated daily reports to monitor inventory aging & coordinate cell activities.

• Contributed to 30% reduction in the average CX3 PCB throughput time. Proprietor & Production Potter, Feats of Clay Pottery – Rockingham, NC 2000 – 2002 Small business management, customer service & sales, and ceramics production.

• Founded, owned, and operated art gallery & production pottery studio.

• Specialized in wheel thrown, coil, and slab construction of high fire stoneware.

• Skilled in bisque, high-fire electric, gas reduction, and Raku firing techniques.

• Managed 2D gallery space showcasing and selling work of Piedmont NC Artists. Special Projects Manufacturing Training System 2017 - Present

• Developed & managed MTS for HR / People Development Pillar, focusing on new hire induction and orientation, dexterity/ambidexterity testing, personality assessment, assembly operation simulation, and defect identification skills. Training/Development Partnership Project & Grant 2015 - Present

• Established collaborative agreement with Central Carolina Community College [CCCC], and Triangle South Workforce Development Board [TSWDB], under the United States Department of Labor America's Promise Job Driven Grant project. Obtained $114K in grants from the state of North Carolina to be used for education and training for Magneti Marelli employees from 2015-2018. Worked with contracted instructors and agencies to tailor courses specific for development towards middle and high skilled occupations. Software Development – Global Automated Assembly Instructions 2010 – 2014

• Served in primary role on global software development team which set out with a blank slate and delivered an automated system which helped to launch EMC into the next generation of systems manufacturing, while providing data collection system to help manage productivity and quality of manufacturing processes. Software Development – Global Approval Process Web App 2013 – 2014

• Partnered with test automation to create a web based EMC application to control approval cycle and release of assembly instructions & videos utilized in EMC manufacturing processes.

Kaizen & Lean Projects

PM Kanban Kaizen Team 2006 CPK Kanban Analysis Kaizen Team 2010 FA Process Enhancement & Layout Update Kaizen Team 2006 AX4 Cell Sales Order Processing Kaizen Team 2010 FA Data Transactional Kaizen Team 2007 CX3 Conversion Process Kaizen Team 2010 4GB FCMAT Expansion Kaizen Team 2008 Enhance EOQ Test Process for VNX Kaizen Team 2012 Improve FA Cycle Time Kaizen Team – Hammer Family SP’s 2008 Capacity Planning Streamlining Kaizen Team 2013 SPS Sense Cable Missing From Kits Kaizen Team 2008 Universal Content Delivery System Kaizen Team 2014 AX4 Cycle Time Reduction Kaizen Team 2009 HR Kiosk Design & Deployment 2017 PCDL/Invista into 2GB Cell Consolidation Kaizen Team 2009 HR Website Development 2017 CX3 FC Cell Future State Layout and Relocation Kaizen Team 2009 Mfg Training System (MTS) Development Project 2017 Education Wake Tech Raleigh, NC

Some College Coursework Completed, Industrial Engineering Technologies, currently pursuing AAS, with intention of transfer for BSIE

UNC Pembroke Pembroke, NC

Some College Coursework Completed, Geology

The Grier School Tyrone, PA

High School Diploma Attained

Interlochen Center for the Arts, IAA Interlochen, MI Majored in Visual Arts, with a focus in Ceramics


Other Activities EMC2 Lean Advocate 2007

Women’s Leadership Forum 2009 – 2014

EMC2 Lean Champion 2010

Lean Six Sigma Green Belt Training 2014

WCM People Development Pillar Specialist 2015 – Present Central Carolina Community College Innovation Center Advisory Board Member 2015 – Present

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