Customer Service Quality

Velma Smart-Homer

Palmetto, FL *****

***********@*****.*** • 727-***-****

Quality Control & Assurance Specialist

Experienced, results-oriented quality control professional with a demonstrated track record of designing and implementing standards, programs, and processes to streamline operations and reduce overhead costs. In- depth experience in the key areas of quality standards, continuous improvement initiatives, and large-scale project management. Proven expertise in driving efficiency and productivity through detailed evaluation of operational systems and implementation of process improvements in keeping with regulatory requirements. Areas of Expertise

• Quality Control & Assurance

• Process & Procedure Development

• Cost Analysis & Reduction

• Vendor Identification & Management

• Domestic & International Business Relations

• Customer Service & Satisfaction

• Talent Identification & Development

• Interdepartmental Collaboration

Career Experience

Transition Optical Company, Inc. Pinellas Park, Florida Global Quality Technician, 1991 – March 2018

Direct the Global Cosmetic Team with ultimate responsibility for leading the development, testing, and implementation of a wide range of products and services within the cosmetic industry with specific emphasis on international markets. Utilize a variety of assessment tools and methodologies to determine product quality, investigate customer complaints, and recommend corrective action or process changes. Collaborate with Research & Development Teams to ensure new product and service development aligns with global consumer tastes and preferences.

Key Contributions:

• Strategically restructured the quality control process to ensure customer complaints were thoroughly investigated and appropriate action was taken to address any product development quality concerns.

• Served as the resident expert on international supplier relations, acting as the Global Arbitrator to negotiate and remediate any supply chain issues.

• Designed and implemented an industry best practices benchmarking assessment tool that received industry-wide recognition.

• Served as QC Inspector and QA Auditor.

• Cultivated professional relationships with customers and vendors in all key demographics and global markets to ensure product development aligned with customer demand.

• Played an instrumental role in the development of a new photochromatic ophthalmic lens that revolutionized the corrective lens industry.

Insight Global, Tampa, Florida

QC Inspector and QA Auditor, May 2018 – Jan 2019

Education

Coursework in business development, strategic planning, and global relations. St. Petersburg College, Pinellas County, FL

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