Customer Service Quality Assurance

G

regory C. Alia

***** ***** **. . ********** *****, MI, 48335 . 248-***-**** .

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

Process Improvement & Quality Management

Exceptional record of success directing global and domestic process

improvement and quality management operations. Proactively leading cross

functional teams towards continual process improvement, balancing business

and customer needs. Extensive experience in driving profitability,

productivity, and growth through strategy, technology, and process

implementation. Customer focused adept at aligning initiatives with

business goals. Excel at formulating metrics and standards, overseeing Lean

and Six Sigma projects, and reengineering business operations. Professional

strengths include:

Process Design & Optimization + Quality Assurance + CAPA Facilitator +

Staff/Team Development

Project Management + Customer Liaison + Certification/Audit Management +

Field Support Operations

Professional Experience

CHAMPION HOME BUILDERS, Troy, MI 2014 - Present

$100 M residential and commercial modular OEM Construction Company.

Director, Quality and Warranty Cost Reduction

Lead corporate warranty cost reduction activities throughout 16

manufacturing facilities within North America. Responsible for collecting

and analyzing warranty data and providing recommendation to executive

management that would standardize the warranty process throughout the

company and decrease warranty costs by over 50%.

BALTIMORE AIRCOIL COMPANY, Baltimore, MD 2012 - 2014

$500M OEM of evaporative heat transfer and ice thermal storage products.

Manager, Global Business Process Engineering

Oversee Corporate Business Process Improvement and Operational Excellence

functions, supervising teams in North America, Belgium, Italy, and China.

Leading, mentoring and training cross functional teams within Lean and

other continuous business process improvement projects and initiatives.

. Within six months, established a united global Business Process

Improvement team infrastructure in order to leverage regional skills to

ensure same class of service worldwide.

. Surpassed 2012 KPIs goals through Lean methods (Kaizen, 5S, APQP,

PPAP Statistical tools (Pareto, fishbone, & TQM team training

resulting in:

o Customer Service/Mfg. - 25% reduction in Customer Ship Date lead

times.

o IT - Help Desk backlog reduction by 50% for Customer support

requests.

o Engineering - 30% reduction in Customer Submittal Package lead

time.

o Warranty - claims lead time/closure reduction by 20%.

. Established Cross Function Counsel to prioritize/direct continuous

process improvement projects.

. Successful completion of NA and EU Corporate, SOX and ISO9001 audits

within IT.

SAFENET, Belcamp, MD 2012

$500M global OEM software/hardware enterprise data encryption and

protection company.

Senior Member, Business Process Improvement Team

Charged with standardizing global project lifecycle model and improving

business culture and processes to support post-acquisition integrations.

Worked closely with Program Management, Finance, Client Services, and

Engineering teams. Coordinated process change project teams from multiple

areas.

. Developed standard global workflow to improve efficiency, streamline

processes, and reduce costs within Agile system development lifecycle

(SDLC) model.

. Reduced ECO processing times 30% in six months by utilizing Lean

methodologies.

Gregory C. Alia Page 2

HAVEN, Maryland & South Carolina 2006 - 2011

$40M modular engineering firm and construction manufacturer.

Vice President, Project Management & Quality Assurance

Worked with senior executives to create new corporate structure with

emphasis on Customer experience, centralization of design, costing, quality

assurance and project management. Designed and implemented QA programs at

plants, lead project management teams, and performed customer post-sales

and delivery management. Designed pricing and costing models, coordinated

plant startup activities, and introduced workflow and process enhancements.

. Served as trusted liaison for existing Customers during executive

management transition period.

. Launched Corporate Quality, Project Management, and Customer Service

teams for eastern U.S.

. Worked with Board to shift business model from regional to national top

tier markets.

. Increased gross margins 25% through value engineering, price

restructuring, and new procedures.

. Increased productivity 40% and reduced production costs $200,000 through

Lean initiatives.

. Facilitated 30% revenue growth in 2010 by building effective customer

relationships.

. Successfully implemented and maintained Earth Craft, LEEDs, and OSHA

regulatory obligations.

COPPERCOM, Boca Raton, FL 2000 - 2006

$300M OEM VoIP/soft switch telecommunications company.

Vice President, Operations & Customer Support (2002-2006)

Senior Director, Operations (2000-2002)

Managed customer deliverables, business operations, projects, post-sales

and delivery functions, professional services, and technical support.

Established KPIs to support continuous improvement efforts. Managed $5M

operations budget and supervised eight direct and 35 indirect reports.

. Managed the implementation of TL9000 and the complex integration of two

North American Production and Technical Support groups to create a

single, cohesive organization.

. Reduced costs $265,000 while improving manufacturing productivity 35%

through the implementation of production outsourcing model.

. Produced $2M in additional revenue, with margins up to 40%, by creating

critical care teams to rapidly address customer issues and produce value-

added products and services.

. Streamlined software testing process 50% by outsourcing operations to

India.

COMMSCOPE (formerly Allen Telecom), Forest, VA 1992 - 2000

Global wireless telecommunications manufacturer.

Director, Quality Assurance / Customer Service (1997-2000)

Manager, Quality Assurance (1992-1997)

Directed QA, Reliability Engineering, and Customer Service functions.

Managed repair depot operations within the U.S. and Mexico.

. Enabled certification of three divisions by creating enterprise-wide,

multi-lingual ISO 9001 program.

. Lowered customer complaints 20% in six months by implementing in house

audit validation testing.

EDUCATION

MBA in Management, Duke University, Durham, NC

MS in Electrical Engineering, University of South Florida, Tampa, FL

BS in Electrical Engineering, University of Massachusetts, Lowell, MA

CERTIFICATIONS & TRAINING

ASQ Black Belt/Lean Six Sigma Certification

ISO 9001/AS9100 Previous Lead Assessor

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