Customer Service Quality Control

Diana R Paulsen

270-***-**** (Home)

270-***-**** (Cell)

*** ***** **.

Oak Grove, KY 42262

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

Summary

I have 8 years of experience, including as a Front Office Assistant / Tool Crib Clerk, as a Quality Inspector and as a Response Associate in industries

including Business Services and Paper and Allied Products.

Most recently, I have been working as a Front Office Assistant / Tool Crib Clerk at Crown Services/TGASK from September 2013 to August 2014.

My skills and experiences include: Accounting Software, Calculator, Data Management, Materials Management, Photocopier, Printers, Shipping,

Statistical Process Control, Tax Planning, ISO 9000, Marketing, Policy Analysis, Process Engineering, Production Management, Quality Control, ISO

14001 Standards, ISO 9001 Standards, Accounts Payable, Scanners, Accounting, Auditing, Database Administration, operating systems, calibration,

layout design, financial planning, financial statements, year end accounts, call center, contract management, inventory management, procurement,

purchasing.

I hold a High School Diploma degree in College Prep from Bethany Christian High School and hold a N/A degree in Business Administration from Ferris

State University.

E xperience

Crown Services/TGASK, Hopkinsville, KY Sept. 2013 to Present

Front Office Assistant / Tool Crib Clerk

Assisted with billing functions. Prepared invoices. Used and coordinated maintenance of office equipment, such as copiers, scanners, fax machines,

voicemail systems and computers. Proofread materials. Reviewed and verified data. Maintained and updated files, inventory and database systems.

Processed and distributed incoming mail. Prepared mailings. Prepared and edited routine correspondence, reports, tables and records. Responded to

requests for information. Answered and screened telephone calls. Provided support to office manager and receptionist.

Hutamaki, Hopkinsville, KY Apr. 2013 to June 2013

Quality Inspector

Operated machinery used in the production process. Assisted machine operators. Examined products to verify they met quality standards. Observed

equipment operations so that breakdowns were avoided. Lifted heavy loads. Packed finished products. Counted finished products. Loaded and

unloaded items from machines or conveyors. Followed instructions, written or verbal. Discard or reject products, materials, and equipment not meeting

specifications. Notify supervisors and other personnel of production problems, and assist in identifying and correcting these problems. Check arriving

materials to ensure that they match purchase orders and submit discrepancy reports when problems are found. Adjust, clean, or repair products or

processing equipment to correct defects found during inspections. Inspected parts, materials, assemblies, accessories. Documented and detailed any

n onconformance of products/parts to specifications. Performed routine sampling of materials and products. Worked as part of production line.

Maintained logs of product inspections. Ensured compliance with procedures for receiving, storage, shipping. Discarded or rejected products that did

not meet specifications. Marked items. Observed and monitored production operations and equipment. Loaded and sealed boxes.

Agero, Clarksville, TN Jan. 2013 to Apr. 2013

Response Associate

Dispatched service vehicles. Transmitted assignments to workers using telephones. Addressed customer questions, problems and requests for

service. Relayed work orders to and from work crews and customers. Recorded and maintained records of customer requests, work or services

performed, charges and dispatch information. Amended work orders as necessary. Notified customers of any delays. Assisted customers with rate

quotes, claim information and appointments. My accomplishments included: Certificate received for World Class Customer Service from a stranded

motorist.

Certificate received from Agero by providing assistance to another employee which was stranded at work. Knowledge sets include: ACD, Call Center,

Customer Assistance, Customer Care, Customer Relations, Customer Satisfaction, Customer Service, Excellent Customer Service, Global positioning

system GPS software, Internet browser software, Multi-line telephone systems. Schedule and dispatch workers, work crews, equipment, or service

vehicles to appropriate locations according to customer requests, specifications, or needs, using radios or telephones. Confer with customers or

s upervising personnel to address questions, problems, and requests for service or equipment. Billed customers for services. Reviewed daily

performance reports to identify problem areas.

White Staffing Management, Amfine Chemical Corporation, KY Sept. 2010 to Apr. 2012

Document Control Specialist

Accounts Payable, Purchase Orders, prepare invoices for departmental sign-offs.

Assign proper account codes to invoices. Managed document capture, storage, retrieval and sharing. Securely destroyed documents as needed.

C lassified data and documents according to function, file type and date created. Cultivated relationships with internal customers and other

departments. Provided timely document access and delivery. Used software tools and equipment including: Excel, Word,. Used operating systems

including: Microsoft Office Professional. Knowledge sets include: Binder, Computer, Skills, Documents, Microsoft Office, Windows 98, Basic Computer

Skills, Microsoft, Microsoft Access, Microsoft Excel, Microsoft Outlook, Scanners. Controlled management procedures for electronic records and

documents. Organized documents to facilitate easy retrieval and storage. Managed system and document access rights, revision control, visibility.

H & R Block, Clarksville, TN Dec. 2011 to Feb. 2012

Tax Associate

Prepared tax returns for individuals. Prepared tax forms such as federal, state and local. Used tax form instructions and tables to complete tax forms.

Interviewed clients to obtain information taxable income, deductible expenses and allowances. Reviewed financial records such as income statements,

expenditure documents and receipts. Selected appropriate tax forms based on financial record review. Complied with all tax regulations. Used data

management and accounting software. Used software tools including: H & R Block Tax Prep Software. My accomplishments included: Received PTIN

number. 84 CE credits. Certified in tax preparation. Review data about material assets, net worth, liabilities, capital stock, surplus, income, and

expenditures. Collected and analyzed financial data. Determined compliance with laws and regulations. Examine records and interview workers to

ensure recording of transactions and compliance with laws and regulations. Prepare, analyze, and verify annual reports, financial statements, and other

records, using accepted accounting and statistical procedures to assess financial condition and facilitate financial planning. Knowledge sets include:

Audit, Desktop computers, Microsoft Internet Explorer, Microsoft Outlook, Tax Preparation, Tax preparation software, 10-key calculators, Calculators

or accessories, Fax machines, Internal audit software, Scanners, Tax.

Alma Container Corporation, Alma, MI Apr. 2007 to July 2010

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Diana Paulsen

Quality Manager

Directed quality assurance programs in productions. Defined inspection criteria, inspection procedures, quality standards and sampling criteria.

Conducted quality audits. Monitored quality control systems for effectiveness and efficiency. Analyzed results of quality control tests. Directed the

tracking of quality control data such as defects and test results. Provided feedback to production management and staff. Interpreted test results for

production management and staff. Conferred with marketing and sales departments to define client requirements and expectations. Documented

testing procedures and methodologies. Resolved quality issues by meeting with vendors, customers, quality representatives and company personnel.

Perform calibrations and maintain calibration program.

Generate first piece/last piece, in process/ final inspection and layout. Monitor performance of quality control systems to ensure effectiveness and

efficiency. Communicate quality control information to all relevant organizational departments, outside vendors, or contractors. Direct the tracking of

defects, test results, or other regularly reported quality control data. Identify quality problems or areas for improvement and recommend solutions.

I nstruct staff in quality control and analytical procedures. Participate in the development of product specifications. Produce reports regarding

nonconformance of products or processes, daily production quality, root cause analysis, or quality trends. Review and update standard operating

procedures or quality assurance manuals. Verify that raw materials, purchased parts or components, in-process samples, and finished products meet

established testing and inspection standards. Collect and analyze production samples to evaluate quality. Review statistical studies, technological

advances, or regulatory standards and trends to stay abreast of issues in the field of quality control. Stop production if serious product defects are

present. Developed quality control policies. Oversaw work efforts to ensure meeting of quality standards. Directed the tracking of quality control data

such as defects, test results. Provided feedback to production management, staff. Conveyed quality control information to relevant departments,

outside vendors, contractors, regulatory agencies. Resolved quality issues by meeting with vendors, customers, quality representatives, company

personnel. Confer with marketing and sales departments to define client requirements and expectations. Document testing procedures, methodologies,

or criteria. Identify critical points in the manufacturing process and specify sampling procedures to be used at these points. Instruct vendors or

contractors on quality guidelines, testing procedures, or ways to eliminate deficiencies. Monitor development of new products to help identify possible

problems for mass production. Review quality documentation necessary for regulatory submissions and inspections. Knowledge sets include: Iso

9001, QA, Quality, Control, Statistical Process Control, Testing, Quality Improvement, Quality Management, Quality Assurance,JIT, Procedures,

Process, Processes.

Skills

A ccounting Software, Calculator, Customer Relations, Data Collection, Data Management, Financial, FORMS, Materials Management, Office

Equipment, Photocopier, Printers, Receiving, Shipping, Spreadsheets, Statistical Process Control, Tables, Tax Planning, TPS, ISO 9000, Marketing,

Policy Analysis, Process Engineering, Production Management, Quality, Quality Control, Sales, Delivery, Documentation, Microsoft Access, Typing,

Word Processing, ISO 14001 Standards, ISO 9001 Standards, Artioscad, Data Entry, Machinery, Writing, Accounts Payable, Clerical, Imaging,

Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Scanners, 10 Key, Accounting, Auditing, Billing, Database Administration,

A ccountancy, Personnel,binder, microsoft windows 98, operating systems,internet explorer,calibration, layout design,continuous

improvement,computer skills,financial planning, financial statements, recording, year end accounts,organizational skills,acd, call center, customer

satisfaction, customer service, customer support, gps, multi-line telephones, positioning, supervisory skills, telephone skills,fax,contract management,

directing, inventory management, procurement, purchasing, repair, reports, safety,microsoft mail, office management, receptionist

Technical Skills

ArtiosCAD

JDE Oracle

Excel

Microsoft Office

A ccess

S AP

MP2

PCard

R&D

Product design

Perform lab testing, use of turbidity meter, pH, enclave, microscope, bunsen burner, osmosis filter, and sensory.

Test batch samples.

Prepare reports for management.

Assist in travel plans.

Recognize trends in data and alert supervisor.

Manipulate data, analyze results and understand data.

File and type correspondence as needed.

Assist with employee activities and setup for special events.

Kaizen, 5S, QMS, GMP, HIPAA, HACCP, ISO 9001:208, QS9000, ISO TS16949,

Implement Lean Manufacturing program.

Statistical analysis of production data.

Internal Audits to ISO 9001:2008, and meet with external auditor.

Occupational licenses and certifications

Certificate: Tax Preparer, H & R Block, 2011; Kentucky

Education

1979 Bethany Christian High School, MI

High School Diploma: College Prep

Course Work Completed : ISO Internal Auditor 9001:2008 Perry Johnson

Ferris State University, MI

: Business Administration

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