Customer Service Quality

Connie L. Cottle

**** ***** ******

Altoona, PA *6602

Home Phone 814-***-****; Cell 814-***-****

Email address: ************@*****.***

OBJECTIVE

My objective is to strive for improvement in my both professional and personal life on a daily basis. I am a

positive upbeat person with a tenacious eye for quality.

EDUCATION

12/2013 Community Education Center, 200 East Crawford Avenue, Altoona, PA 16602 Ph. 814-***-****;

Certificate for completion of LPN-a course designed to review basic concepts in preparation for the

LPN entrance exam or any medical field employment, and Health Care Foundations-provide a

basic foundation for students wanting to enter any health care training. Knowledge of medical

terms, systems of the body, organs and diseases are a few of the topics covered.

12/2012 GACTC-1700 Sixth Avenue, Altoona, PA 16602; Certificate for completion of Computer Aided

Drafting

12/2012 Community Education Center, 200 East Crawford Avenue, Altoona, PA 16602 Ph. 814-***-****;

Certificate for completion of Medical Terminology

12/2010 Mount Aloysius College, 7373 Admiral Peary Highway, Cresson, PA 16630-1999 Ph. 888-***-****;

Bachelors of Arts Degree/ Professional Studies Pre-Law

05/1993 Mount Aloysius College, 7373 Admiral Peary Highway, Cresson, PA 16630-1999; Ph. 888-823-

2220; Associate of Science Degree/ Legal Assistant

1981-1982 Altoona Area Vo-Tech., 1500 Fourth Avenue, Altoona, PA 16602; Certificate for completion of 1200

hours/Electrical, Mechanical, Electronics

EXPERIENCE

09/11/2013 to Current Administrative Assistant Mission Support-Advantage Resource Group, 1600 Valley View

Boulevard, Altoona, PA 16602 Ph 814-***-****

Assisted in putting together different events to raise money for benevolent care for the Presbyterian

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Village of Hollidaysburg.

Documented, and categorized donations; and sent letters of gratitude

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Compile databases of mailings and verified addresses.

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Sent many types of mailings to generate donations for benevolent care for the residents of

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Presbyterian Homes.

Generated Programs and Brochures for different events.

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Event Planning

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06/01/11 to 09/30/12 Quality Coordinator-McLanahan Corp, PO Box 229 200 Wall Street, Hollidaysburg, PA

16648 Ph 814-***-****

Assisted in setting up quality system for ISO – 9001:2008

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Aided in procuring a calibration program to help with maintenance of calibrating equipment, and

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maintained calibration record system to inform supervisors of required calibrations due each month.

Set up the calibrations of equipment used in the lab using accredited vendors.

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Identified non value-added tasks (wastes) and worked to eliminate those tasks within the Quality

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Department.

Served on Kaizen events and involved in the follow up of continuous improvement group. I used

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Lean manufacturing as a tool in everyday work ethics.

10/31/07 to 09/30/10 Quality Coordinator-Small Tube Products, PO Box 1017, 200 Oliphant Drive,

Duncansville, PA 16635-1017 Ph 814-***-****

Quality Planning

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Facilitation of continuous improvement and problem solving teams

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Root Cause Analysis/Corrective Action

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Assuring adherence to customer and product specifications and requirements

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Identification, documentation, and training of workmanship standards & standard operating

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procedures

Quality and Safety auditing

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Management of Quality System Programs such as Corrective/Preventive Action and Document &

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Data Control

Establish and maintain testing methods and procedures, including calibration program

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Knowledge of calibration and basic metrology including experience using various measuring

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equipment

Excellent oral & written communication skills, including writing policies & procedures and strong

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presentation skills

Experience working with Microsoft Office Suite

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Ability to interpret blue prints and specifications

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Experience with SPC and/or other statistical techniques

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Knowledge of quality standards, systems, and practices

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Developed a paperless system, both in filing and maintaining of the Quality Records and the

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Calibration Records.

Purchasing for Quality Department

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Samples of material sent for testing by outside source to verify for R & D, Customers, and additional

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accreditations

Customer service for all customers including Customer complaints

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Identified non value-added tasks (wastes)

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07/15/05 to 10/30/07 Customer Service Representative, Small Tube Products PO Box 1017, Duncansville, PA

16635-1017 Ph 814-***-****

• Take orders for product, enter orders, change orders, and expedite orders for customers.

• Pricing and quoting of the products.

• Build products within the computer system and proof read to make sure the product is correct and

error free.

• Qualify information to make sure product is what the customer wants.

• Determine if there were enough raw materials in inventory to make specified product.

• Worked with Raw Material Purchasing Agent on orders requiring “Special Raw Material.”

• Maintain specifications for customers.

• Develop rapport with customers through correspondence both verbally and written and

departments within our facility to make sure the information is accurate up to date with the latest

information.

• Substitute for the receptionist for switchboard coverage.

01/13/99 to 07/15/05 Quality Assurance Technician, Small Tube Products PO Box 1017, Duncansville, PA

16635-1017 Ph 814-***-****

• Assisted in setting up quality system for ISO – 9001:2008 and obtaining accreditations.

• Aided in procuring a calibration program to help with maintenance of calibrating equipment, and

maintained calibration record system to inform supervisors of required calibrations due each month.

• Arranged the calibration of test equipment and verified with the maintenance of records.

• Maintained records of each of the vendors for evaluation on performance, quality, and service

with pricing guidelines, and comparisons.

• Arranged and initiated the independent testing of material with two other independent accredited

laboratories as a requirement of our ISO/IEC17025:2005 accreditation with A2LA (American

Association for Laboratory Accreditation) Mechanical Testing and TUV (Now replaced with the PED

(Pressure Equipment Directive) by doing inter-laboratory comparisons twice a year.

• Organized and maintained records of inspection and certification for both raw material and finish

material and I validated Raw Material certifications to insure incoming product meets the order

specifications.

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• Prepared customer certifications reports and insures their distribution to the customer as

requested. Verified the information on the certifications meets the customer’s specifications.

• Maintained inventory and placed purchase orders for all supplies necessary to operate the Quality

Control Department; provided inventory analysis for lab consumables in the quality department.

• Performed Clerical duties for all personnel located in the Quality Control department, tooling

department, and assisted throughout the facility, especially production for labeling of material for

specific customer’s specifications; I also provided internal and third party audit support.

• Assisted in the laboratory on an “as needed” basis for special projects and additional research.

• Supported all Kaizen events and served directly in a Kaizen event while acting as the support for

the group. I used Lean manufacturing as a tool in everyday work ethics.

• I served on the Wellness Committee, ISO Auditor Team, Communication team, Safety

Improvement Team, Kaizen teams, Co-captain of the Relay for Life team, Co-editor of the

Newsletter, Secretary for the 401K Investment Committee, and Children’s Christmas Party

Committee, supported the Wally Warmth, and the SOS for our military personnel. I coordinate the

Company Picnic for over 750 people, including the meal, prizes, and events.

08/1997 to 01/1999 Manpower, Inc. P. O. Box 3200, 2900 Plank Road, Altoona, PA 16603-3200 Ph 814-944-

3576 (Small Tube Products, PO Box 1017, Duncansville, PA 16635-1017 814-***-****)

• Compiled a retirement book for the employees, their work history and the history of the company

for fifty years of being in business.

• Served as Administrative Assistant to the Quality Department and various other departments,

including the Human Resource department-earning and benefit information, the Accounting

department-time sheets and inventory, the Raw Material department-enter incoming material and

test reports, the Process Engineering department-correcting process sheets and the Sales

department-distribution of changes on orders, Receptionist-25 lines.

• Aided in the development of the Quality system that is ISO 9001:1994 by interviewing each of the

personnel in the mill to have a better understanding of the machinery and how it operated.

Interviewing the personnel gave us the foundation in which the standard operating procedures, plant

operating procedures, quality manuals and quality plans, training documents, and position

descriptions.

SKILLS

I am able to operate several computer programs and use Microsoft Office Suite -Visio, Word, Excel, Access,

Power Point, Photo Editor, Lotus, and other equipment such as Rockwell and tensile machines, and micrometers.

ACTIVITIES, INTERESTS

I serve on the Wellness Committee, ISO Auditor Team, and Kaizen teams. I enjoy fishing for Walleye and Perch,

sewing, and creating new ideas. Most of all I enjoy spending time with the people I love.

References:

Pat Lytle, 106 Red Oak Leaf Lane, Altoona, PA 16601-1439 814-***-****

Tammy Reeve, 1205 Pine Street, Hollidaysburg, PA 16648 814-***-****

Jeff Wright, 5404 Kissell Avenue, Altoona, PA 16601-1054 814-***-****

Fred Thursfield, 303 Woodlawn Terrace, Hollidaysburg, PA 16648 814-***-****

Salary negotiable.

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