Customer Service Quality Assurance

OBJECTIVE

To obtain a Quality Engineering position that will utilize my proven and

demonstrated design, analytical, organizational, leadership and teamwork

skills to benefit the growth of the company.

EDUCATION

Master of Science, Engineering Management

Western Michigan University, Kalamazoo, MI

Graduated May 2014

Bachelor of Science, Aeronautical Engineering

Minor: Mathematics

Western Michigan University, Kalamazoo, MI

Graduated May 2010

Senior Design Project

> Built a Wind Turbine Rotor Blade Loading system Prototype that will be

connected to an axial torsion machine.

Based model on research completed on multiple wind turbine blades

and their performance data.

> Utilized MATLAB program to model, analyze force and displacement

calculations

> Utilized FEA simulation using Abaqus software

> Demonstrated ability to work independently and also within a team to

meet project deadlines

CERTIFICATION

Catia V5

September 2012

Six Sigma Green Belt

November 2011

Computer Studies: Hardware, MS Office

August 2005

TECHNICAL SKILLS

> Experience in using the following programs: Oracle Customer

Relationship Management (CRM) and JD Edwards (ERP), NetRegulus,

MasterControl (Risk Documentation, CAPAs, ECOs, etc) and TrackWise

(Quality Management Software Solution)

ENGINEERING EXPERIENCE

Quality Assurance Failure Investigator (Contractor)

Stryker Corporation, Kalamazoo, MI

May 2013 - June 2014

> Conduct documented failure investigations from customer complaints

leading to the identification of root cause and corrective/preventive

actions

> Performed evaluation of products that were returned from the field to

identify any/all alleged failures

> Liaison with Regulatory Affairs and Quality Assurance to facilitate

timely closure of complaints or filed actions to comply with

FDA requirements

> Performed Fault Tree Analysis (FTA) to assist in the trending of

hazard and defects within each product.

> Perform trend analysis and identify negative trends to target

improvements

> Assist with new product development and risk management processes

> Reviewed risk documents and assisted with updating assessments

regarding potential risks of product failures

> Perform root cause analysis investigations of product failures in the

field to report relevant information to the FDA (in compliance with 21

CFR Part 820) and Competent Authorities

> Communicate with customers, Stryker Sales Reps and Service

Technicians, internationally and domestically, to gather relevant post

market data to close 2260 complaints per year

> Gathered and analyzed data to identify opportunities for quality

improvements and to assist with NC and CAPA related activities

> Train new failure investigators on daily activities and processes in

complaint handling

Engineer in training

SpeedShield LLC, Michigan City, IN

March 2012 - May 2013

Global developer and manufacturer of telemetry devices used on forklifts.

> Assist Engineering Manager in technical support processes and

reporting.

> Perform quality checks of manufactured electrical harnesses

> Responsible to manage inventory levels of harnesses components.

> Perform root cause analysis of faulty harnesses and work with

engineers and designers to help correct problems.

Project assistant

September 2009 - December 2009

Western Michigan University, Kalamazoo, MI

> Performed Laboratory set up for the analysis of airfoils

> Analysis of data taken to determine which airfoil was suitable for the

design project

ADDITIONAL WORK EXPERIENCE

Program Support Staff

August 2009 - March 2012

Community Living Options Inc., Kalamazoo, MI

> Directly support consumers in group homes, supported living programs

and day programs

> Implement treatment plans as established by an interdisciplinary team

> Responsible to model appropriate behavior and teach life skills to

individuals

Grader- Engineering Mechanics & Dynamics Classes

September 2008 - December 2009

Western Michigan University, Kalamazoo, MI

> Graded and recorded over 200 papers each week for a mechanics and

dynamics class

> Gained knowledge and understanding in basic mechanics and dynamics

> Developed time management skills

Customer Service /Server

January 2008 - May 2009

WMU Dining Services, Kalamazoo, MI

> Communicated and responded effectively to customers

> Quickly and accurately processed customer transaction

> Developed strong interpersonal skills through interacting with

customers, employees and management

> Maintained a clean environment for the safety of both the workers and

the clients

Office Assistant and Customer Care Assistant

Two M Auto Tech, Nairobi, Kenya

January 2005 - December 2005

> Handled printing, filing, photocopying and typing

> Managed Excel database by updating and categorizing information

> Collected and processed over $5000 each day for the company

> Utilized effective communication skills

AWARDS AND MEMBERSHIPS

> Volunteer at the Air Zoo

July 2011 - March 2012

> Awarded first place in design of a glider plane

April

2008

> Awarded the presidential scholarship

September 2007 - May 2010

> President of Kenyan Association

o Organizing charity and social events

o Establish and develop positive relationships with other students and

role models

LANGUAGES

Fluency in: English, Kiswahili, Kikuyu

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