Customer Service Quality

Alina Gabriela Toma Araiza

**** ****** **** *********, ********, CA 91770 – 626-***-**** (H) - *********@*****.***

Quality Manager

PERSONAL SUMMARY

A highly resourceful, problem-solver and experienced quality manager, who has considerable experience indeveloping and implementing

effective quality control processes and structures in a manufacturing and corporate environment. Possessing a thorough understanding of

the essentials of safety and quality control. Strong customer service experience, and an extensive background achievement in supporting

all levels of management while working to meet Benchmark goals within set deadlines.

Have always thrived a challenging & dynamic working environment with oportunities for professional development.

AREAS OF EXPERTISE

Quality Management Six Sigma & ISO Leadership, GMP

Quality Control Lean Quality Tools (FMEA, Pareto Charts, Fishbone Diagrams, Six Sigma 5S)

Quality Assurance Audits Process Development & Improvement

Quality reviews Statistical Process Controls (SPC)

Operational effectiveness Scrap Reduction & Output Increase

WORK EXPERIENCE

SC QSCERT SRL, Brasov, Romania - Branch Office of QSCert Slovakia, which has branch offices worldwide (i.e. Korea, India, Iran,

Turkey, Germany, Spain, Indonesia, Russia, Saudi, Greece, Zimbabwe, Brazil, Qatar, Bangladesh, Singapore, Ghana, Kuwait, etc.)

Accredited Management Systems Certification Body (provides third-party certification according to ISO 9001, ISO 14001, BS OHSAS

18001, ISO/IEC 27001, ISO 50001, ISO 22000(HACCP), FSSC 22000, AQAP 2110, AQAP 2120, ISO 3834 standards)

Quality Director, 2010 to present

Trainer for ISO 9001, ISO 14001, BS OHSAS 18001, ISO/IEC 27001, ISO 22000 standards, 2010 to present

Lead Auditor for ISO 9001, ISO 14001, BS OHSAS 18001, ISO/IEC 27001 standards, 2008 to present

Implementing quality control standards, solving client inquires & concerns by taking proactive management initiatives, internal audits,

employees training, qualification standards and performance evaluation.

Certification lead auditor, especially with regard to customer service issues, while supervising frontline auditors, inter-facing with

Headquarter in Slovakia and with local management staff.

Quality Initiatives and Results:

• Certification of worldwide clients, i.e.: Siemens, Siprin a Siemens Company, Otis, Arcelor Mittal, E-on, Skoda, Raiffeisen Leasing,

Hansol, Linde, Emerson, Falck, Kronospan, Grup 4 Securicor, etc.

• Participated as Lead Auditor/ Auditor in approximately 450 audits in Romania, Italy, Greece, Turkey and Hungary.

• High level of qualification held, approved as Lead Auditor for 35 EA Codes, i.e.: Manufacture of food products, beverages and

tobacco products; Manufacture of textiles, leather, wood, pulp and paper products; Publishing activities; Printing and

reproduction of recorded media; Manufacture of coke and refined petroleum products; Manufacture of chemicals products,

rubber and plastic products and other non-metallic mineral products; Manufacture of cement, lime and plaster, concrete

products for construction purposes; Construction; Manufacture of basic metals, fabricated metal products; Manufacture and

repair of machinery and equipment; Manufacture of electronic and optical products and equipment; Automotive industry;

Manufacture of motor vehicles; Manufacture of furniture; Materials recovery; Electric power generation and distribution;

Manufacture and distribution of gaseous fuels through mains; Water collection, treatment and supply, manufacturing and

distribution of thermal energy; Wholesale and retail trade; Transportation, storage and telecommunications; Financial

intermediation, rental and leasing activities; Computing technique activities; Design and development, Architectural and

engineering activities and related technical consultancy; Public administration and defence, obligatory social welfare;

Education; Health and social care, veterinary activities.

• Improved the certification process which led to increase in clients (more than 1300 issued certificates in 2012) and also resulted in

QSCert ranking 9th in the world, for FSSC packaging scheme.

• Successfully initiated annual headquarter audits and the Romanian (RENAR) and Slovakian (CAI) accreditation bodies audits

• Maintained top ranking in annual evaluation among worldwide offices (i.e. in 2011, top position – 92%).

SC FREE AUDIT SRL, Brasov, Romania

Consulting and Training for Management Systems

Management System Consultant for ISO 9001, ISO 14001, BS OHSAS 18001, ISO/IEC 27001 and ISO 22000 standards, 2007 to

2008

Guaranteeing customer methodology in verifying, implementation their processes and management systems while increasing profit and

reducing loss of revenue.

Quality Initiatives and Results:

• Successfully implemented management systems, for extensive customer, from different kind of working environments (e.g.

Automotive, Manufacturing, Health care, etc.).

• Maintained 100% certification approval average.

SC CALLIGARO SRL, Brasov, Romania

Manufacturing Electric Cables, Electronic Components for Automotive Industry and Other Industrial Machinery and Equipments

Quality Director, 2005 to 2007

Supervising regulatory compliance activities, helping enforce quality assurance policies and best practice principals, covering safety,

design, production and inspection aspects. Deliver quality controls and enhancements to proactively address problems while improving

product quality, manufacturing productivity, customer satisfaction and revenue.

Quality Initiatives and Results:

• Led ISO certification effort, successfully passed multiple quality audits.

• Process mapping and capability studies to improve output (by 35%), eliminate bottlenecks and ensure adherence to

customer specifications.

• Significantly reduced product return (by 60%) and customer complaints by identifying any potential issues that may lead to

complaints and being able to meet the expectations that are set.

• Liaison between design, manufacturing and executive teams as a contributor to product development . Ensured products

manufacturing, state of the art, compliance with regulatory compliance requirements and transition from prototype to

production model.

SC DUMIAN SRL, Brasov, Romania

Design and Execution Electrical Installations 0,4 – 20 kV (low and medium voltage)

Quality Manager, 2002 – 2005

Supervising regulatory compliance activities, helping enforce quality assurance policies and best practice principals, covering safety,

design, production and inspection aspects. Deliver quality controls and enhancements to proactively address problems while improving

service quality and processes efficiency, customer satisfaction and revenue.

Quality Initiatives and Results:

• Led ISO certification effort, surveillance audits successfully passed with high conformity approval.

• Maintained National Authority of Energy Regulators – ANRE authorizations.

• Maintained 100% customer satisfaction.

SC METALOPLAST SA, Brasov, Romania

Manufacturing and Casting Metallic & Plaster Products, for Automotive and other industries.

Plastic Injection Molding for Automotive and other industries.

Quality Engineer, 2000 – 2002

Delivered quality controls and enhancements to proactively address problems and improve product quality, manufacturing flow, customer

satisfaction and revenues.

Quality Initiatives and Results:

• Process mapping and capability studies to improve output (by 20%), eliminate bottlenecks and ensure adherence to customer

specifications.

• Liaison between design, manufacturing and executive teams as a contributor to product development . Ensured products

manufacturing, state of the art, compliance with regulatory compliance requirements and transition from prototype to

production model

ACADEMIC QUALIFICATIONS

• University Transylvania, Brasov – Romania

Master in Engineering and Quality Management (U.S. equivalency Master’s degree)

• University Transylvania, Brasov – Romania

Diplomat Engineer - School of Engineering (U.S. equivalency to Bachelor of Science, in Engineering)

• University Transylvania, Brasov – Romania

Engineer – School of Optics Engineering (U.S. equivalency to Bachelor of Science, in Engineering)

• School of Economics “Andrei Birseanu” - Brasov, Romania

Business and Commerce Technologies (U.S. equivalency Associate Arts degree)

Certification and professional training achievement: Project management; ISO 9001, ISO 14001, BS OHSAS 18001, ISO/IEC 27001,

SA 8000, ISO 22000 (HACCP), FSSC 22000 standards lead auditor and trainer; Occupational health and safety inspector.

REFERENCES – Available on request.

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