Quality Assurance Manager
Resume:
WILLIE L. HENDERSON
McKinney TX 75070 214-***-****)
acai76@r.postjobfree.com
OBJECTIVE: Searching for a challenging position within a dynamic
organization, in which my experience and skills will be
effectively used to enhance operational efficiency and
overall profitability of the company which values continued
learning, teamwork and future growth opportunities.
ACCOMPLISHMENTS: . Involved with multiple successful projects and process
improvements including the inserter refresh from Pitney Bowes
to Bowe's Turbo 22
. Supported several new releases including the Statement
Integration & Optimization.
. Supported the printer refresh from going from Toner based
to Ink Based
. Recipient of several recognition awards including improving
the overall safety scorecard to 99% and associate
satisfaction.
. American Heart Association certified to perform Heart saver
CPR/AED
Bank Of America DFS ASIT Team champion (2010-2013)
Bank Of America DFS Site Safety chairman (2009-2013)
EXPERIENCE: Operations Manager - Document Fulfillment Services
BANK OF AMERICA
2008 - 2013
Managed an operations segment of the company's operation
activities.
Responsible for expense management, enterprise management and
building business/client relationships.
Oversees daily activities ensuring adherence to deadlines and
quality standards and adherence to procedures and regulatory
requirements.
Develops and implements new processes/procedures to improve
operating efficiency and to ensure timeliness and accuracy of
workflow.
Performance management and execution of related performance
goals
Effectively managing workflow in a production environment to
meet established service level agreements.
Analyze staffing to volume and make appropriate business
decisions
Provide input to assist in developing procedures to enhance
unit and/or product related activities.
Direct reports include team managers and quality assurance
specialist.
Operations Team Manager - Document Fulfillment Services
BANK OF AMERICA
2004 - 2008
Managed a team of two Lead Operations Representative and 13 -
32 associates.
Supervision of associates in their day-to-day functions.
Daily team huddles and monthly one on one's with associates
to review performance & development plan, attendance,
occurrences etc.
Weekly associate timesheet approval via MyHR.
Performance management and execution of related performance
goals
Effectively managing workflow in a production environment to
meet established service level agreements.
Analyze staffing to volume and make appropriate business
decisions
Provide input to assist in developing procedures to enhance
unit and/or product related activities
Been involved with various projects that uses six sigma tools
to drive Business Process Management(BPM)
Created the initial career path matrix deck that led to the
roll out of the career path matrix to help DFS employees with
their career path.
Lead Operations Representative - Document Fulfillment
Services
BANK OF AMERICA
1996 - 2004
Coordinates overall workflow in a production environment to
meet established service level agreements.
Delegates work to operators in their day-to-day functions.
Monitors work volume to ensure all deadlines are met
Ensures all compliance classes and operator certifications
are completed
Works with vendors to ensure adequate support is available to
maintain a successful operation
Involved in various meetings and some projects
Provide input to assist in developing procedures to enhance
unit and/or product related activities
Machine Operator - Document Fulfillment Services
BANK OF AMERICA
1991 - 1996
Responsible to operating printers and inserters.
Responsible for ensuring the quality of all work processed
Performed all weekly cleaning and 5s activities
Responsible for the completion of all compliance classes
Attends all required Focus groups
Lead Operations Representative - CLR Fast
CLR FAST
1985 - 1991
Involved with distribution
Shrink wrapped customer tax returns and shipped it out via
FedEx, USPS etc.
Monitors work volume to ensure all deadlines are met
Delegates work to employees and ensure drivers cover all
required routes.
EDUCATION: Central State University/ UCO - Edmond, Oklahoma
Industrial Safety
Reference: Provided upon request
Contact this candidate