Customer Service Quality Assurance

JOE BILL JONES

**** ********** **** ********, ** 79124 806-***-****

*******@*********.***

EDUCATION

West Texas A & M University

Canyon, Texas

Master of Science Degree in Engineering Technology, GPA 3.7/4.0 December

2010

Final Research: Integrating Quality Principles to Evaluate Necessity of a Segment of the Tertiary

Industry

Bachelor of General Studies, GPA 3.757/4.0

August 2005

Focus in Engineering Technology and Business Management

Additional Course Studies- California State University, Dominguez Hills, CA- Completed on line-

2003/2004

NBQA 701 Certified Quality Management/Organizational Excellence Exam Preparation Capstone

Quality function Management and TQM (3 Units)

A study of the functions and responsibilities of the quality organization. TQM and ISO concepts,

and the tools for continuous improvement are analyzed for sequence of use and deployment; Six Sigma.

Quality Project Management and Productivity (3 Units)

An in-depth examination of current theory and techniques in QA project management.

Topics include description of project management techniques to include conflict and negotiation

management, as well as procedures for evaluating their overall effectiveness and contribution to

production and service quality.

Supplier Quality Assurance (3 Units)

The coursework encompasses a study of the fundamental quality requirements attendant to

the successful procurement and delivery of the end item products or services. It includes the

basic supplier issues of specifications, site inspection, selection, rating, certification, and related quality

audits.

Computer Skills- ALL APPLICATIONS OFFICE 2010, MINITAB 16, AutoCAD 2004/2005, MS

Project, Qualtrax Document Management System

Member of American Society for Quality- 2003-2006

Relevant Work Experience

ASARCO

Amarillo, Texas

Assistant to Quality Engineer (temporary assignment) in Quality Assurance Department at

American Smelting and Refining Company (ASARCO) April 3,

2013 – Dec.31, 2013

• Retrieve Data to Create Quantitative Statistical Charts using Minitab 16 in analyzing data in Lean

Six Sigma quality and process improvement projects.

• Manage Action Tracking Logs using Microsoft Project and Excel

• Corrective Action duties to collect and document all Corrective Action Task

• Create training strategies and test documents for continual improvement activities including

Corrective Action Response Task Training, Quality Principles Training, and ISO Standard

Training

• Initiate Specification Review and updates

• Maintain and update Key Process Indicator spread sheets, Action Tracking logs per Management

Review and Quality Assurance;

• Approve or Reject edited process documents/SOP’s from document management system

Texas Department of Family and Protective Services Amarillo,

Texas

Investigator II March 2007-

Aug. 2012

• Conduct personal history and current case investigations, review records and verify information

of child abuse or neglect alleged perpetrators

• Evaluate, summarize and validate investigative findings through both oral and written

communication

• Prepare and present information to appropriate law enforcement agencies, the courts, county

attorneys, school agencies

• Prepare records, correspondence, and reports

• Prepare cases for presentation at court hearings or trials and present testimony and evidence

• Participate in family team meetings and legal staffing with attorneys and clients to resolve

conflicts and develop plans of services, goals and objectives

Backyard Adventures Amarillo,

Texas

QA Manager- November 1999-

July 2006

• Developed the Quality Control Department

• Assisted in team effort to write operation, safety and quality processes transforming tasks into

written details

• Approved and maintained process and assembly drawings

• Edited and revised instruction manuals

• Maintained process, component and assembly data such as change-order forms

• Audited departmental staff and processes; documented and reported findings to upper

management-President and General Manager at management meetings

• Identified the routes causes of failure and directed corrective action

• Developed continuous improvement exercises for employees through training of problem solving

skills, brainstorming, the use of cause and effect diagrams, check-sheets etc.

• Highly involved in customer service and support operations to resolve customer and retailer

conflicts

• Maintained all inspection documents and records for production quality presentations to upper

management

• Calibrated machinery for optimum standards during processes

• Developed and maintained Quality Manual for all departments of the company

• Shipping and Receiving Inspections

Production Supervisor (Manufacturing)

• Maintained daily production output schedule for processing components

• Directed and supervised employees in daily safety and quality practices involving production

• Developed job rotation practices to alleviate physical and mental stress on employees

• Coordinated with different departments to maintain continual smooth workflow

• Maintained process equipment; drills, CNC, saws, conveyors, etc.

Jones Farms

Friona, Texas

Self-employed Farmer July 1989- November

1999

• Adept in making decision to determine economic efficiency concerning all farming matters

• Developed exceptional time management skills in conducting all farming operations

• Performed preventative maintenance for machinery and equipment to insure proper operation

• Utilized best-practices conservation efforts

• Practiced safety awareness and environmental and community stewardship

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