Administrative Assist, Customer Service, Technical Support

Becky Lapa ********@*******.*** Mobile 586-***-**** Warren, MI

CAREER FOCUS: provide excellent service & support administration. Promptly resolve process issues & conflicts to minimize work flow interruptions & downtime. Utilize advanced interpersonal listening & communication methods for coherent delivery of clear, accurate, & useful information. Ensure data & documentation is current, secure, & controlled.

COMPETENCIES

Administrative Assist Customer Service Technical Support Training Specialist

Process Analyst Data Analyst Technical Writer

SKILLSET HIGHLIGHTS

Research, Investigation Issue Resolution Benchmarking, Surveys Interpersonal Communication

Training & Development Classroom Instruction Active Listening Active Learning

Process Monitoring Risk Assessment Problem Solving Team Minded

Document Control Data Management Data Collection, Analysis Detail Oriented, Organized

Report Writing Content Editing Proofreading Document Polishing

SOFTWARE KNOWLEDGE

MS Office; Editing: Word, Excel, PowerPoint, Access, Outlook, SharePoint (2007, 2010, 2013, 365, & 2016); Adobe Acrobat Pro

Business Solutions: ERP (Enterprise Resource Planning) & SAP software navigation, data entry, data verification

MEMBERSHIPS (Benchmarking, Networking, & Lifetime Learning)

LEARNSMART: Online professional interactive & adaptive training tool for IT security, project management, & general business

MSVA: Microsoft Virtual Academy (continually educate on new technology toward further advancement of administration skills)

NAPW: National Association of Professional Women (obtaining executive mentorship, & mentoring others)

WRITING@CSU: The Writing Studio, Colorado State University's open-access learning resource (continually improve professional writing)

EDUCATION & CERTIFIED TRAINING

Macomb Community College: Information Technology 2nd Associates Macomb CC: Warren, MI 2019 Dec: graduation

Macomb Community College: General Associates: (Magna Cum Laude) Macomb CC: Warren, MI 2002

Macomb Community College: Continuing Education (Auditing, APQP, PPAP) Macomb CC: Warren, MI 2007 / 2010 / 2013

Plexus International RABQSA Certified Lead Auditor Training: ISO/TS AIAG: Southfield, MI 2006 / 2007 / 2010 / 2013 / 2015

Internal Quality Auditor Training ISO/ IEC 17025 Test-Calibration Labs AIAG: Southfield, MI 2010

Advanced Interpersonal Communication, Quality / Change Management, etc. New Horizons: Troy, MI 2007 / 2008

PROFESSIONAL BACKGROUND

Independent Contractor Southeast, MI 2015 - Current

Administrative Support / Customer Service / Technical Support / Training Specialist / Process Consultant / Technical Writer

2018: Provided evening technical course classroom instruction to professionals at a community college continuing education facility.

2018: Created an executive report analysis template; streamlined risk reporting that actuated resolve.

2018: Advised a colleague during an IATF manufacturing audit providing insight on audit readiness resources, APQP, PPAP, & core tools.

2017: Enhanced repair instruction clarity to ensure technician awareness of proper installation of safety parts; reduced consumer concerns.

2016: Contributed to copy editing & proofing sections of “The Midnight Zone”, a published science fiction book of short stories.

2016: Administered ISO/TS quality system audits based on client’s internal audit schedule; provided written report to Quality Manager.

2015: Advanced a marketing mailer into print for accounting software; contributed to key word & sentence structure; proofed final draft.

MS Companies (contract-temp) Auburn Hills, MI / Detroit, MI 2017 - 2018

Quality Engineer

Provided fast response customer service, data collection, & analysis to an automotive seating system company during a product safety recall.

Successfully resolved 95% of customer inquiries; initiated replacement orders, confirmed shipping status, & informed on compensation steps.

Escalated 5% of customer inquiries determined as special circumstance to next level for resolve through account manager.

Captured detailed & accurate data in Excel for quarterly reporting to NHTSA (National Highway Traffic Safety Administration).

Prepared customer shipments; pulled orders, packed parts & installation instructions, completed paperwork, & routed to shipping department.

Amtec Human Capital (contract-temp) Sterling Heights, MI 2016 - 2017

Quality Support Analyst

Tested & analyzed a new position; provided a successful assessment on feasible skill requirements for manpower & budgetary planning.

Simulated 100% of job responsibilities; informed management on realization of position to minimize risk of new hire turnover.

DURA Automotive: Manufacturing Roseville, MI 2016 - 2016

Process Engineer / Quality Management Representative

Coordinated the ISO/TS audit program & related responsibilities. Achieved compliance with all requirements, regulations, & specifications.

Conveyed team significance to ISO/TS audits; determined critical info, formatted, & disbursed to 100% of team resulting in audit readiness.

Implemented a quality campaign that increased awareness & understanding; raised process compliance & reduced product defects.

Governed Layered Process Audits (LPA): published schedule, trained team on tablet hardware & software, facilitated SharePoint reporting.

Advanced LPA process: closed 80% of overdue LPA open issues by assisting corrective action (CA) resolve; escalated tablet server sync issues.

Reduced document & data management system waste 30%; enforced compliance to storage & retention policy, eliminated data redundancy.

Kyyba Staffing (contract-temp) Detroit, MI 2015 - 2015

Quality Process Consultant

Assessed gap analysis data of product conformance & process compliance; recommended focal points for management review.

Navigated process improvement initiative; verified root cause analysis completion & validated effectiveness of implemented corrective action.

Critiqued, edited, & proofed presentation content & layout; provided polished material for executive & customer business conferences.

Yazaki North America Canton, MI 2014 - 2015

Audit Program Manager

Coordinated the ISO/TS audit program & related responsibilities. Achieved compliance with all requirements, regulations, & specifications.

Advised internal audit team; assigned audit lead & support roles to planned audits; surveyed audit process & auditor performance.

Monitored delegated task deliverables, resolved conflict, conducted performance reviews, provided team improvement training & guidance.

Management Systems Project Manager

Proposed SharePoint page structure for the corporate quality audit function; teamed with IT to implement, designated administrative settings.

Developed quality system documentation; collaborated with technical experts & process owners, exacted current content for updates.

Composed various media & campaigned corporate & management system initiatives, news, system process changes, & team expectations.

N.S. International (Nippon Seiki) Troy, MI 2012 - 2014

Lead Quality Auditor & Quality Management System Representative (QMS)

Administered the ISO/TS audit program & related responsibilities. Achieved compliance with all requirements, regulations, & specifications.

Maintained ISO9001/TS16949 certification status; prevented cert. suspension, presented a management system redesign, instituted design.

Enhanced quality system health; integrated improvements to process work flow, risk mitigation, corrective action, & documentation strategies.

Created training presentations; campaigned quality concepts, heightened awareness, influenced increased personnel process compliance

Enhanced & further developed quality system documentation, formed Quality Manual linkage to policies & procedures, clarified information.

SPECMO & HPP (Heide Performance Products) Madison Heights, MI 2011 - 2012

> 2 Projects - 1) SPECMO: Advanced Quality Management System (QMS) 2) HPP: Shaped QMS Foundation & Documentation Management

1) SPECMO Enterprises (Owns HPP)

Lead Auditor & Quality Consultant: ISO 9001

Conveyed the importance of team contribution to quality; heightened process awareness, encouraged diligence to product compliance.

Facilitated team preparation for audit readiness; succeeded to maintain ISO9001 certification status & to pass customer quality audits.

Conducted system gap analysis; reduced document & data waste, strengthened work flows, designated process owners to lingering functions.

Proposed quality system improvements for efficiency, effectiveness, & increased control; promoted strategies & timelines to management.

Launched overhaul of SharePoint document system, refined structure & taxonomy, amplified software function & user profile security access.

Devised a standard naming convention, initiated data & metadata updates, delegated documentation ownership to respective departments.

Edited & proofed quality system documentation content; clarified information, removed redundancies, simplified page layout.

Achieved 73% documentation management efficiency; boosted search accuracy, strengthened security, identification, availability, & storage.

2) HPP (Heide Performance Products)

Quality Assurance Administrator

Shaped Quality Management System (QMS); influenced system structure, prepped documentation for ISO/TS16949 stage 1 audit readiness.

Partnered with management & customized & released policies, procedures, process flows, & work instructions based on sister company.

Captured manufacturing process flow, required tooling, & material then composed product realization lists for procurement planning.

Audited & documented evidence regarding process compliance, product conformance; aligned appearance approval reports & part samples

Toyoda Gosei North America Corporation Troy, MI 2006 - 2011

Lead Auditor & Quality Management System Representative (QMS)

Administered the ISO/TS audit program & related responsibilities. Achieved compliance with all required regulations & specifications.

Coordinated with North America manufacturing facilities & provided remote support that contributed to ISO9001/TS16949 certification.

Supplemented audit program facilitation at safety test lab. Demonstrated test & calibration compliance; retained ISO/IEC17025 certification.

Investigated root cause accuracy, ensured corrective action implementation, & validated issue resolve at manufacturing & supplier facilities.

Recruited & trained internal audit team to support company growth. Monitored auditor performance & guided enhanced development.

Quality Specialist: Management System Administrator

Reduced cost 73% for online specification library membership & expanded access to North America locations; eliminated duplicate purchases.

Reduced 58% of management system waste with standardized processes & removal of unnecessary procedures.

Partnered with departments & developed, edited, proofed, & publicized corporate policies, procedures, process flows, & work instructions.

Developed & published, in Adobe, the first electronic corporate quality manual for North America headquarters & updated annually.

Oriented new hires to quality concepts: plan do check act (PDCA), & conformance to company quality policy, procedures, & processes.

Event Planner

Negotiated cost saving contracts with retail vendors & organized travel, hospitality, communication, & resources for corporate events.

Reviewed, guided, & assisted editing for PowerPoint presentations with acute focus to embedded video format & overall functionality.

Pioneered the 1st globally distributed training DVD’s that showcased the North America corporate summits & manufacturing championships.

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