Customer Service Quality

VERNICIA SMITH

Quality Control Management *** Anita Drive • Spartanburg, SC 29302 •

864-***-****•***************@*****.***

PROFESSIONAL SUMMARY

Motivated and detail-oriented professional with over 3 years of experience as an Inspector and Quality Control Assistant Manager. Knowledgeable of quality assurance activities including managing adherence to standard operating procedures, leading investigations to determine root causes, corrective/preventative actions and appropriate coordination/leadership of process improvements, providing accurate documentation of statistical reports and ensuring overall compliance while establishing and implementing effective quality systems. Demonstrated excellence in communication and interpersonal skills with various levels of management and supervising. Seeking Quality Management position where I can utilize my educational background, extensive hands- on experience, and exceptional critical thinking skills. CORE COMPETENCIES

Operations Management Production Training & Development Client Relations & Customer Service Excellent Time Management Skills Meticulous Attention to Detail Conflict Resolution Techniques Internal and External Audits Record Keeping

PROFESSIONAL EXPERIENCE

CSL Plasma, Spartanburg, SC Assistant Manager of Quality, 09/2016 – Present Establishes and implements effective Quality systems. Provides oversight of training activities, policies and processes.

Ensures the activities and controls used to determine the accuracy and reliability of the establishments’ personnel, equipment, reagents and operations in the manufacturing blood products including testing and product release

Collaborates with center management to ensure compliance with all relevant regulatory agencies (FDA, CLIA, GHA and PPTA), laws, standards and company policies

Leads quality team to ensure all staff is completely performing their duties as evidenced by findings of a program of monitoring, tracking and trending of key metrics

Recognized for in-depth knowledge of cGMP guidelines

Proactively facilitate communication and interdepartmental coordination quality issues and host audits

Leads and develop direct reports ensuring they are completely skilled to perform their QA roles; leads by example consistently motivating staff through education to higher levels of competency that drive success in a dynamic and regulated environment

Recruits, hires, conducts reviews and enact corrective actions, up to and including termination

Participates with management to develop programs and methods to streamline center processes resulting in improved customer/donor service, product yields and financial results while maintaining compliance and quality

Successfully hosted 5 internal and external audits with no findings including a successful FDA CBER audit resulting in no findings or items for discussion Collaborated with Operations Management to market and achieve an approximate 300% growth in production within a 4 month period

Successfully developed Bills of Lading for all outbound shipments and transmitted all ASN information to customer for all outbound shipments; performed over 500 shipments with a 99.99% rate of accuracy. Sonoco Plastics, Union, SC Inspector/Quality Control, 01/2014 – 09/2016 Maintained quality standards by approving incoming materials, in-process production and finished product; kept record of quality results.

Approved incoming materials by confirming specifications; conducted visual and measurement tests; rejected and returned unacceptable materials; expedited freight according to customer needs; worked daily with shipping coordinator to transmit ASN information

Documented inspection results by completing reports and logs; summarized re-work and waste; input and documented data according to ISO9000 regulations

Maintained a safe and healthy work environment by following standards and procedures; oversight of on-site safety compliance

Accomplished quality and organization mission by completing related results as needed

Used gauges to ensure parts met customer specifications while operating machinery and inspecting extruded parts for visual defects

Chosen to work on many special projects based on problem-solving skills Beauty Systems Group, Spartanburg, SC Order Puller, 04/2012 – 01/2014 Read work orders to ensure that they coincide with order pulling activities.

Picked orders to fulfill customer orders

Packed product for shipment to customers

Trained employees on new production system

Handled labeling and matching services to ensure quality control

Transported packed items onto shipping pallets

Ensured damaged products were reported and isolated for return

Maintained a clean work environment

Knowledge of safe work practices

EDUCATION

University of South Carolina-Upstate, Spartanburg, SC

Bachelor of Science, 2016

o Major: Interdisciplinary Studies- Criminal Justice and Spanish o Minor: Music

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