Customer Service Quality Control

I. ARACELY PRIMERO

**** ****** *** ** **** TX. **936

Home: N/A **************@*******.*** Cell: 915-***-****

TECHNICAL/ PRODUCTION / MANUFACTURING / QUALITY / CONTINUOUS IMPROVEMENT

ENGINEER

Over 10 years of progressive experience managing Quality, Customer Service, Production, Safety and Cost Control

for high-volume manufacturing companies. Proficient in design, continuous improvement processes and

development of work instructions and/or procedures to support Quality program. Lean Manufacturing and Kaizen

knowledgeable. Excellent interpersonal skills, oriented in customer communication and developing of team approach

results, Root Cause Failure Analysis, Failure Mode Analysis, and Manufact uring Process Controls.

Areas of expertise include:

Continuous Improvement Process Statistical Process Control (SPC) Production Planning

Root Cause Analysis / Ichikawa Lean Manufacturing / Kanban Total Quality

5S Methodology Kaizen Breakthroughs Initiatives Management

Process Improvement Training Project Management Skills Quality Control Circles

Cost Reduction/Cost Containment Good Manufacturing Practices ISO-9001:2000 System

Customer Service

PROFESSIONAL EXPERIENCE

FEDERAL MOGUL, El Paso, Texas 2013 - ACTUAL

Systems of protection Manufacturing, company providing products to customer like Yazaki, Lear, Cooper, Delphi, Avon,

DTR, etc.

Quality Assurance Inspector

Inspect the product, in which there were problems with the customer quality or production process, create and update

inspection sheets using drawings, assists Quality team in different activities like performing incoming inspection. Responsible

of collects data of all discrepancies, defects and quality problems found during the inspection process and DA and give all this

information to Quality control Engineers to in coordination with them, develop and implement corrective actions.

BUSSINES OWNER, Juarez, Mexico 2006 – 2011

Managed day to day restaurant business operation providing excellent customer service and catering services

Managed 10 employees in daily basis to excel customer satisfaction.

PLEXUS CORPORATION, Juarez, Mexico 2003 – 2006

Electronic Manufacturing Services (EMS) company providing product design, test, wo rld-class manufacturing, and

supply chain solutions for Networking, Wireless Infrastructure, Medical and Military Industries.

Products manufactured: PCBAs, X-Ray equipment, electricity meters, medical products and

telecommunication systems for major customers such as ABB, Texas Instruments, General Electric, Kodak,

and Lucent Technologies

Customer Quality Coordinator

Investigated product quality complains, coordinated internal and external nonconforming material, hands-on

oriented to managed material review board (rework/replace, scrap, etc,) Daily communication with key

stakeholders, Customs, Warehouse, Incoming Inspection, Production, and Purcha sing departments to determine

product status as well as interaction of root cause analysis in a timel y manner to maximize customer satisfaction.

Major Accomplishment

Implementation of a continuous improvements program to minimize custom er's rejected products, using lean

manufacturing techniques such as 5S, SPC and Kanban methodologies.

Daily tasks but not limited to:

Ensured appropriate corrective and preventive actions were defined based on investigation results.

Senior Management daily reporting of significant customer satisfaction trends and product status.

Create work instructions and aid production department by creating a team approach environment to

resolve customer concerns and complete department quality goals.

Responsible for completion of customer complaint cycle by receiving customer first response, material

return authorization, root cause analysis and sales/invoice approval.

Daily Material Review Board, Scheduling and approving material rework processes.

CHIHUAHUA WIRE FORM, Juarez, Mexico .. 2000 - 2003

Former manufacturer of wire forms, stampings, and assemblies for a variety of industries.

QC and Process Engineer

Directed plant's ongoing quality control efforts and process improvements. Delivered continuous customer

support and maintained and corrected product-quality issues for customers. Encouraged and maintained quality

in production; designed and implemented a Total Quality Management system. Maintained and developed all

necessary manufacturing process/production operating procedure s as well as updated SOPs relating to

customer's P.O. reception, production planning, quality control, shipping, customs, incoming inspection, customer

resolutions, and non-conformance material handling. By coordinating with the Production Supervisor and

Maintenance Manager, ensured production system were established, implemented and maintained in

accordance to customer standards.

Major Accomplishment

Developed lean manufacturing initiatives and Kaizen events that resulted in 80% production output

increase, slashing down-time and production delays to streamline material flow.

Created and implemented strategies that led to 60% decrease in customer defects.

Championed superior customer relationship management responsible for an 80% reduction in formal

complaints due to late deliveries.

GRUPO AAMSA, Juarez, Mexico 1997 – 1999

Manufacturer of wire harnesses, mainly for the automotive industry.

QA Supervisor

Challenged to accurately maintain all statistical data related to quality inspection reports for all the local plants of the

AAMSA Group. This involved coordinating monthly staff meetings to present and discuss improvement ideas, follow -

up on open action items as well as to analyze trends and measure progress. Educated personnel in problem solving

techniques, Poka-Yoke, Kanban, 5S, SPC, and TQM methodology that focused on permanent countermeasures for

problems and preventing defects through continuous process improvements. Installed and fostered Quality Control

Circles.

Major Accomplishment

Increase awareness of the importance of participation in Quality Circles; boosted membership by 620%

among all employees and successfully increase the number of circle s from 15 to 93 in a period of only 6

months.

Carried out the required activities to develop the initiatives proposed by the Quality Circles, including

internal consulting, training, progress tracking, as well as booking of meeting rooms and facilitation o f

infrastructure.

Efforts led to one of the Quality Circles being awarded and offered the opportunity to present its

proposal before the corporate staff in Japan.

PROFESSIONAL DEVELOPMENT

Internal Auditor ISO-9001:2000

EDUCATION

Implementing PFMEA and Control Plan

Plexus International El Paso Sep./2013.

Implementing SPC and MSA

Plexus International El Paso Sep./2013.

Technical Plastic Injection Molding

CENALTEC Ciudad Juárez 2008

Diploma in Project Design and Evaluation

Universidad Autónoma de Ciudad Juárez, 2002

B.Sc. in Industrial Engineering

Universidad Autónoma de Ciudad Juárez, 1994

REFERENCES:

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