Quality Supervisor

S U S A N S O F F I A N T I N O

Nashville, TN 615-***-**** ************@*****.***

PROFILE SUMMARY

Self motivated, dynamic management professional with a focus on aligning HR strategy practices with business

strategy in order to accomplish overall business objectives. Expertise in HR services, leadership, and customer

service, an ability to work collaboratively and individually, commitment to achieving business goals, Results driven

individual dedicated and motivated by team based work environments.

SUMMARY OF QUALIFICATIONS

Recruitment / Retention Team Building Coaching & Mentoring

HR Policies & Procedures Strong communications Certified Facilitator

Lean Change Management Relationship building Employee Relations

Project Management Interpersonal skills

Performance Management Data Tracking

Training & Development Documentation

COMPUTER SYSTEMS / SOFTWARE / APPLICATIONS

MS Windows Interview Stream E Verify

MS Office PeopleSoft I9 SharePoint

Workday Taleo Checkster

Kronos AIRS / Boolean

Professional Experience

Asurion – Smyrna, TN

Recruiter – May 2012 – present

Summary: Conducting full life cycle recruiting including candidate sourcing and screening, interview scheduling, and drive

candidate selection, compensations negotiations (to include reference / background checks and on boarding tasks for onsite and

virtual positions).

Accomplishments: Actively participated in Talent Acquisition Value Stream Mapping Event to standardize processes, resulting

in multiple TA project initiatives to align recruiter SOP’s. Improved “On Time Fill Rate by 124% YTD”, Maintained Hiring

Manager Satisfaction Rating of 100%. Conducted full life cycle recruitment efforts for Leadership Development Program

(College to Career Candidacy).

Specific Duties:

• Proactively building a robust pipeline of candidates through creative sourcing strategies for cross functional recruitment

• Enhancing sourcing capability (cold calling, sourcing strategizing, maximize talent pipeline, etc)

• Developing relationships with hiring managers to consult on departmental headcount needs

• Marketing career opportunities for internal and external candidates

• Tracking and reporting individual recruiting metrics / providing data for business reviews

• Managing Vendor Relations and conducting full life cycle recruiting for full time conversions

Asurion – Smyrna, TN

WLI / ARC Supervisor – August 2009 – May 2012

Summary: Managed, trained, and developed team of 50+ front line associates. Actively participated in Lean Kaizen event

consisting of operating optimization for SOP’s, Design Layout, cultural enhancements for employee engagement, and overall

improvement of KPI metrics (Costs, TAT, Yield, Quality and Production).

Accomplishments: Improved employee relations that resulted in a 40% increase for NPS Supervisor rating. As a Supervisor in

WLI, I maintained $65/unit on margin, $40/unit on costs, & an Average Quality Return Rate of less than 3%. As a Supervisor

in the ARC, I increased Quality Return Rate by 5%, reduced TAT from 3 days to 4 hours, Increase overall yield by 40%, and

increased production by 25%. Streamlined communications with call center operations to identify / resolve conflict.

Developed job aid to standardize the Reclaim Process for parts and troubleshooting resolution data. Implemented principles of

the Lean Management System to improve efficiency and transformed the repair center operations to a Lean Culture

environment (rolled out to over 300+ employees).

Specific Duties:

• Communicating business goals, objectives, and changes effectively

• Evaluating team and individual production / quality metrics

• Managing labor / material costs and providing reports to Sr. Leadership

• Enhancing employee development by utilizing 30/60/90 Day Action Plans

• Combining business acumen & leadership abilities to build both top performing teams and grow internal talent

• Managing / prioritizing tasks in rapid changing, deadline driven environments

• Conducting Gemba walks to maintain / improve 5s standards

Asurion – Smyrna, TN

Post Production Lead – July 2007 – August 2009

Summary: Served as a Floor Supervisor by overseeing day to day operations and managed team production output, while also

managing employee relations.

Specific Duties:

• Counseling a team of 25+ employees on work related goals and

• Training, supervising, evaluating, and reporting staff performance

• Managing and sustaining quality goals at 97.5% or higher

Implementing training courses for new / existing employees to increase their performance to meet or exceed

•

production and quality output.

• Evaluating and updating quality / hourly reports to ensure accuracy

Asurion – Smyrna, TN

Post Production Specialist – October 2004 – July 2007

Summary: Served as a Front Line Associate to meet / exceed business goals for production / quality output.

Specific Duties:

• Programming wireless handsets with updated software

• Utilizing testing equipment to verify signal requirements

• Conducting quality inspections of handsets to validate cosmetic / functional requirements

• Targeting quality and production goals and objectives

Adecco Temporary Services (Square D) – Smyrna, TN

Scheduling Coordinator – August 2004 – October 2004

Summary: Worked with outside vendors / suppliers to coordinate scheduling of product shipments.

Specific Duties:

• Coordinating production schedules with vendors and sub contractors to establish ETA deadlines

• Interacting with external customers, vendors, and staff to facilitate scheduling prioritization

• Utilizing a computer system to maintain accurate records for tracking purposes

• Distributing materials to production lines

Education & Certifications

Ashford University Clinton, IA

AS in Business Administration

Toastmasters Certification

Lean Foundations 101

AIRS CIR 12.0

Contact this candidate