Quality Assurance Customer Service
Resume:
DUEL J. RILEY, CSSGB
** ********* ****, *********, ** 30016
*********@*********.***
PROFESSIONAL EXPERIENCE SUMMARY
Certified Lean Six Sigma Green Belt inspirational leader with over fifteen years experience in
fast-paced operations management, engineering and technical problem solving. Skilled planner
and problem solver with demonstrated achievements in process improvement and program
management. Team-builder, mentor, and communicator with experience dealing with entry to
executive level professionals.
CERTIFICATIONS/DIPLOMAS/PROFESSIONAL MEMBERSHIPS
Certified Lean Six Sigma Green Belt
Certified in OSHA Compliance
Leadership Certificate Program
Member – Project Management Institute
Member – American Society for Quality
ASE Certified Engine and Repair
HVAC Certified Type Universal
Automotive Technology Diploma (Light and Heavy Duty)
Bus Maintenance Training Program Certificate
Certified Motor Vehicle Works & Internal Combustion Engine Repairs
QUALIFICATIONS
• Proficient in Microsoft Office Suite, ORACLE, and Total Quality Management (TQM) and
Statistical Process Control (SPC).
• Knowledgeable in database schema and SQL scripting.
• Analytical reporting
• Proven team builder and motivational leader
• Self-directed, goal-oriented, results driven
• Focused and motivated to learn, adapt, and achieve in a fast-paced, rapidly changing working
environment.
• Ability to manage time effectively, set priorities, and meet deadlines.
• Utilize keen problem-solving techniques in identifying plausible solutions.
GRADUATE QUALITY ASSURANCE COURSES
• Total Quality • Linear Regression Analysis
• Statistics for Quality Assurance • Methods of Analysis
• Statistical Process Control • Human Factors in Quality Assurance
• Quality Systems Design • Quality Assessment
DUEL J. RILEY, CSSGB
MARTA, Atlanta, GA
Bus Maintenance Planner, 2009 – present
Multi-Agency Exchange (MAX) Representative
• Organization leadership succession strategies
• Plan preventative and predictive maintenance by developing and analyzing downtime reports
and determining the root cause of the downtime through maintenance records, interviewing
maintenance staff, and analyzing equipment
• Audit maintenance and inspection records to identify preventative and predictive maintenance
needs
• Coordinate and administer procurement/budget requests, including preparing and managing
vendor contracts, bid specifications, and Requests for Proposal (RFP); assisting in the review of
bid responses and selection of vendors; and evaluating vendors’ performance and compliance
with contract terms and conditions
• Chart all progress, analyze data, and administrate all functions to maintain regulatory
compliance
• Schedule preventative maintenance and work order activities, including regulatory compliance
work, warranty repair work, project and capital work
• Upgrade maintenance work orders as needed
• Develop and communicate consistencies that aid in trouble shooting preventive and predictive
maintenance work order completion and up time
• Ensure all maintenance parts are properly available for scheduled
• Analyze parts spending and develop preventative and predictive maintenance plans based upon
historical data
• Communicate and implement the strategic goals and directives received from leadership
• Plan and create purchase orders for all parts and services needed to support bus maintenance
facility
• Participate in personnel training programs and management development workshops
• Report maintenance KPIs to other maintenance and facility management
• Establish daily procurement activity priorities including p reparing purchase orders
• Determine if inventory quantities are sufficient for needs and ordering more materials when
necessary
• Review requisition work orders in order to verify accuracy, terminology, and specifications and
preparing, maintaining purchasing files, reports and price lists
DriveTime Car Sales Dealership, Stone Mountain, GA
Production Manager – last held position (various positions held through course of employment),
1997 – 2008
• Ensured dealership consistently supplied with a sufficient variety of high-quality inventory
vehicles to meet sales demand
• Achieved strategic objectives through effective management of the inspection center team,
operating expenses, efficiency, quality and productivity
DUEL J. RILEY, CSSGB
• Implemented and executed all company-wide or regional level initiatives so as to maximize
their impact and to help meet or exceed inventory and strategic goals
• Worked with Regional Management and Buyer team to establish supply chain goals
• Held regularly scheduled meetings with all Inspection Center staff to discuss performance,
acknowledge contributions of team members, communication company-wide changes, and
provide open forum for questions and discussion
• Ensured all aspects of Inspection Center processes were maintained within policy and
procedure and corporate guidelines, including but not limited to administration of gas
cards/dealer plates for test drives, quality of ASR and reconditioned inventory, working with
the Retail General Managers to resolve inventory issues and maintenance of electronic
personnel transactions
• Completed recruiting, screening, and hiring Inspection Center team members using methods
that reduce turnover and improve performance
• Ensured Technician Team Leads were effectively trained and developed their direct reports.
• Provided proactive leadership to the Inspection Center team to achieve strategic objectives in a
method consistent with DriveTime's vision and values
• Evaluated and completed Inspection Center team performance and gave feedback consistently,
regularly, and in a timely manner based on both observations of performance and behavior, and
the review of performance statistics.
• Developed and enhanced customer relationships by establishing, promoting, and maintaining
excellent customer service with the dealership service operations.
• Worked with customers, peers, employees, corporate team, and regional management team to
resolve complaints or concerns in a fast, positive, results-oriented fashion.
• Tracked Inspection Center progress/production and initiate changes as needed to meet goals
and targets.
• Tracked supply chain plan and goals vs. actual inventory production and work with the
Regional Management to adjust plan as necessary to maximize efficient usage of resources and
minimize ‘downtime'.
• Worked with General Manager to resolve customer repair issues, including providing repair
estimates and scheduling after-sale repair work
EDUCATION
Southern Polytechnic State University, Marietta, Georgia
Master of Science Quality Assurance, Expected Graduation 2015
Devry University, Atlanta, Georgia
Bachelor of Science Technical Management, Graduated 2010
Dekalb Technical College, Clarkston, Georgia
Associate Degree – Computer Information Systems, Graduated 2004
DUEL J. RILEY, CSSGB
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