Customer Service Manager

Krystal Lynne MacAnnan

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

New Port Richey, FL 34655

727-***-**** acqdsc@r.postjobfree.com

Objective Seeking a challenging position with a company which will require me to utilize my skills, abilities and experience to ensure the company's success.

Education Hernando High School, Brooksville, FL Graduated May 2002 GPA 3.8

Rasmussen College, New Port Richey, FL July 2009 – March 2012 GPA 4.0

Strengths Self-motivated, quick learner, ability to multi-task, highly organized, team player, efficient in Microsoft (Word, Excel, PowerPoint, Outlook)

Sept. 2006- Training Coordinator / Document Control Admin / Internal Auditor. Seaway Plastics Engineering,

Current Port Richey, FL 34668

Responsible for organizing and developing training program (start to finish) to meet the specific training needs of the company. Assess training needs for new and existing employees. Map out training plans for individual employees, present training programs using recognized training techniques and tools, facilitate learning through a variety of delivery methods including classroom instruction and on the job coaching, Develop training aids (handbooks, manuals, competency tests, customized training programs). Manage and maintain in house training facilities and equipment. Design and apply assessment tools to measure training effectiveness, track and report training outcomes and provide feedback to program participants and management.

Responsible for issuing, assigning, tracking and logging corrective (internal/external/audit finds) and preventive actions. Works with various departments to create, update and maintain standard operating procedures and work instructions to meet and comply with ISO 9001:2008. Manages all master copies and distribution of company documents. Conducts quarterly and semi-annual internal audits of the quality management system and standard operating procedures/work instructions to ISO 9001:2008. Participates in quarterly UL audits, on site and remote, for product compliance. Works closely with Quality Assurance Manager on quality issues, phone conferences, meetings and internal/external customer communication. Responsible for gathering, organizing, and presenting Power Point presentation of company benchmarking (i.e. RMAs, Corrective Actions, Supplier Corrective Actions, Internal/External Audit Reports, internal labor costs, etc) for semi-annual Management Reviews with upper Management. Other responsibilities include preparation, completion and organization of PPAP packages for new/existing/transferred in molds, tracking all customer part prints/blueprints, updating Quality files, supplier approval, customer portals, working with customer service/accounting on credits/debits, updating website and a variety of special projects for upper management..

Being able to effectively manage time, easily change from one task to another, attention to detail and ability to work with multiple departments and businesses is a must.

Have improved our internal audit write ups from five failures and 66 observations in 2006 to two minor corrective actions and 13 verbiage changes in 2013.

Recent 2014 ISO Surveillance Audit only Scopes for Improvements were noted.

Oct. 2009- Trainer / Consultant / Auditor. Florida Finishing (Seaway Plastics Engineering

Sept. 2013 sister company) Port Richey, FL 34668

Assisted Florida Finishing with Nadcap certification audit and quality system maintenance. Responsible for writing, implementing, training, and revising Standard Operating Procedures to have Florida Finishing receive Nadcap (National Aerospace and Defense Contractors Accreditation Program) accreditation in 2009. Worked closely with the General Manager and the owners to implement an effective Quality Management System and Quality Manual that focused on the abilities of Florida Finishing. Continuous research, gathering and integrating of Nadcap and mil spec requirements into the standard operating procedures that also met ISO (International Standard for Organizations) standards and requirements. Responsible for conducting full system Quality and procedural audits to ensure Nadcap and mil spec requirements were met. Worked with General Manager and Document Control to ensure proper practices were taken if non-conformities were found during the audit to make sure proper practices were put in place and implemented. Attention to detail, knowledge of Nadcap and quality criteria are a must.

June 2002- Executive Assistant / Customer Service Supervisor. Matrix Group Ltd, Safety Harbor, FL

Aug. 2006 Assisted with the hiring, training, and overseeing of employees. Provided employees with company and product updates, schedule changes, routine reviews, and customer/program/product support. Also responsible for customer complaints and claims, as well as Amazon feedback. Other duties included online customer support, file downloads, and documentation of all company procedures. Also learned mechanisms behind purchasing, vendor relations, and drop shipment invoicing. Other responsibilities included placing and following up on third party shipments from our vendor to our customer; follow up with vendors in reference to our inventory shipments and when they were to be delivered. I also assisted the General Manager with her yearly booking orders, seeking, ordering and receiving new product samples as well as organizing and booking company events. Must be a team player, computer literate, organized and have the ability to multi task.

References

Available upon request

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