Customer Service Management
Resume:
PRODUCTION MANAGEMENT / QUALITY CONTROL SPECIALIST
18+ Years with Product/Business Efficiency in…
Strong interdepartmental Communication
Record development and organizational maintenance
Effective Communicator with Reliable & Efficient methods
Summary
Highly organized Quality Control Production Specialist with 18+ years in the personnel management and supervisory fields. Areas of experience consist of focusing on cutting company costs and boosting company revenue through innovative management techniques and efficient processes. A Results-oriented Manager who thrives in fast-paced and competitive environments. Brings strong presentation, analytical and problem solving skills to the organization.
Key Skills
Motivation Skills
Dedicated Team Player
Staff Training & Development
Acute active listening skills
Effectively influences others
Process Development/Efficiency
Strategic Planning & implementation
ASQ proficient
Effective problem solving strategies
Performance tracking & evaluation
Career Accomplishments
Best Production Team Award {Reduced Employee inefficiency by 30% which increased ROI by 20% (NUMMI)}
J.D. Power Ranking (#2) worldwide in Initial Quality (sub-compact)
Team Project Efficiency Award (100% of project deadlines met)
Perfect Attendance Award – 11 years in a row
90% Client Retention Recognition (2008-2010)
Professional Experience
Iherb.com July 2011 to Present
Quality Control Administrator
Responsible for working through the entire company’s distribution process including all internet related activities. Accountable to analyze functional and technical specifications on a wide range of processes and products from entry to delivery. Responsible for designing, writing and executing automated tests and use cases while working with vendors responsible for test automation. Organizes the manual and automated plans using significant technical system experience with a focus on QA, test plans, and product lift cycle to ensure company and quality standards are achieved.
Manages staff and associated resources for quality assurance coverage; builds and supports a high-performing team by managing goals/metrics, providing timely feedback on performance, and facilitation of the talent management process.
Develops and implements effective programs, procedures, processes, goals, and methods to ensure compliance with regulatory requirements, corporate quality policies, and applicable industry quality standards.
Implemented design change for product shipping inefficiency (plant to store). Reduced costs by estimated 25%
Manages all product and process audits and the corrective/preventive action system used to ensure compliance; manages all aspects of quality activities associated with the supplier base.
Consolidates, analyzes, and reports key quality metrics on a regular basis to identify areas for improvement; leads the management team in the review of facilities' quality metrics and using disciplined problem solving techniques to identify, implement and correct/prevent actions.
Colorado Adventures September 2010 to July 2011
Vendor Specialist
Responsible for seeking, finding and authoring contract documents, including service level exhibits, statements of work and specific vendor partnerships to help carry out company objectives. Worked to maintain an important and strategic relationship with the vendors identified and selected.
Identified potential contract opportunities for CA.
Met and exceeded goals assigned by Sr. Mgt. for vendor partnerships.
Partnered with IT architecture teams on application and software lifecycle.
Communicate with Sr Management as needed on compliance and software management objectives.
Manage internal compliance auditing and software usage
Orkin July 2005 to August 2010
Outside Customer Service Technician
Responsible to exhibit strong leadership skills for assigned Service Technicians and continue to build a strong customer service centric experience to new and existing clients. Leadership expectations included “leading from the front”, with a passion for customers and employees shown by demonstrating a high personal engagement in the field. The ability to motivate and lead the team, along with a good technical background was expected.
Responsible to review and approve all service related paperwork.
Consistent quality audits conducted and reported.
All Customer concerns were expected to be resolved with company given tools within assigned territory.
Responsible for the day-to-day operations amongst Team.
Discuss the scope of service with the customer.
Utilize the in-depth training provided to decide on the most efficient methods for customers.
Best in Training and Customer Service and rated as one of the Top 125 Best Training Companies for eight consecutive years.
Washington Mutual Home Loans September 2000 to July 2005
Loan Coordinator III / Supervisory and Team Coordinator
Was responsible to analyze, verify and determine loan application eligibility, aid in disbursing funds and assist with setting up debt repayments plans and responsible for helping and assisting applicants and businesses acquire loans from WAMU and other lending institutions. In addition, assisted with team member engagement, support and maximized our teams ROI per company directive.
Helped establish credit worthiness of all Approved Final Loan Documents
Rate Pricing Verification
Reviewing and Inspection of Loan Documents
Disbursement of all loan funds
Interface with Processors, Underwriters, Escrow Officers and Brokers
New United Motor Manufacturing Corporation November 1985 to September 2000
Group Production Leader
As Group Production Leader, I served as member of management and provided functional, technical or process leadership. Was responsible to the organization to manage multiple team’s productivity and responsibilities. As Group Production Leader, I was responsible for high complexity and efficient processes to maximize team efficiencies.
Modeled strong interpersonal skills with employees, other department managers and senior management.
Managed 40+ team members/leaders.
Exhibit strong leadership skills to motivate employees to keep operations running smoothly.
Recognized as a “Plant Leader” and leveraged to correct inefficiencies in other departments throughout plant site
Implemented “Lean” management skills to quickly ascertain a situation and being decisive in solving it (i.e. identifying defects in the production line).
Numerously recognized quarterly amongst top production line teams.
Effective Time Management principles used to meet all production deadlines, shipping dates, personnel issues and new production processes
Notable Accomplishments
oAwarded Winner, Best Production Team through JD Powers Associates.
oServed as safety coordinator who facilitated meetings and process improvements with small project groups to improve ergonomics. Reduced claims by over 18%.
oLed special plastics mold injection project that improved attendance and production rates for this area.
oRecognized for boosting employee morale by addressing all issues with an open-door policy.
oRecognized for improving employee performance and retention, which led to overall increased productivity.
Education
AA Degree – Liberal Arts
Ohlone Junior College. Fremont, CA
BA Degree – Business Management
St. Mary’s College of California. Moraga, CA
Professional References
Monte Mitchell
President - Fourtre Consulting
Joe Murcko
Wanda Zimmerman
Parker Benton
Contact this candidate