Customer Service Quality
Resume:
Rebecca Eileen Smyser
P.O. Box ***
Flippin, Arkansas 72634
Email – ******@*****.***
Exceptionally detailed, organized, focused professional with a unique ability to successfully manage multiple quality projects simultaneously, energetic, motivated self-starter with a strong sense of dedication and support to the mission. Goal oriented and well-developed interpersonal communication skills to work effectively and productively with team members, people from diverse professional and cultural backgrounds.
OBJECTIVE:
To help a growing organization develop, and promote superior quality customer service, increase revenue; and develop positive employee relations.
QUALIFICATIONS:
11 plus years managing all office and other accounting related issues for a small wholesale business operating out of 5 states with annual revenue of $700K.
5 plus years of combined experience managing commuter/commercial airlines and as manager of travel agency.
20 plus years experience in customer service: aviation parts sales; team building, employee training, airline and travel agency operation management.
ACHIEVEMENTS:
Implemented major improvements to the Quality Management Systems - Defective Material Ticket (DMT); Customer Complaint and Inspection Control Authorization Record (ICAR), which allowed easier search options, creation of records and mass updates.
Implemented a virtual process to assist in expedited the onsite repairs of Boeing 737 Thrust Reversers; eliminated the turnaround time and cut shipping expenses
Managed all accounting issues for a small wholesale business; overseeing 17 contract route drivers servicing 5 states and over 800 plus Truck Stop & Convenience Stores.
Opened new travel agency: established policies and procedures for complete agency operations; trained owner and personnel on computer system and back office accounting program; provided management direction at all times.
Preformed all managerial and administration functions for commuter airlines station; trained personnel on customer service and aircraft ground safety.
Monitored equipment activity for assigned Supply Chain Analyst SATO accounts; managed all Southeast SATO installation activity; researched all customer service related issues.
PROFESSIONAL EXPERIENCE:
Actronix Inc., Flippin, AR. Mar 2013 – Sept 2015
Quality Engineer –
ISO 9001:2008/AS9100 Rev C certified Internal auditor and liaison between Company and external auditors
Lean Manufacturing Operations practices
Lean Quality Tools (FMEA, Pareto Charts, Fishbone Diagrams, Six Sigma 5S, 8D Methodology)
Process Development & Improvement
Scrap Reduction & Output Increase
Quality Auditing
Geometric Dimensioning and Tolerancing (GD&T)
Develop training to build quality awareness.
Rebecca Smyser
Page 2
Monitored and responds to Item Master File (IMF) notifications generated by engineering.
Reviews and approves AS9102 'First Article' engineering tests and new product components built by manufacturing.
Supervised and Trained 7 Quality Inspectors to ensure that products and processes comply with the
relevant requirements of the quality management system.
Analyzed failure, corrective and preventive action to respond to customer complaints.
Document Control Coordinator for AS9100 Quality Management System.
Systems Design & Automation
Supported safety & environmental programs. Responsible for in-process yield improvements and metrics
Provided quality inspection criteria for incoming product
In-process materials and finished products to prevent shipment of defective or nonconforming product
Liaison between the company's Quality department, customers and suppliers in the inspection and release of product
Delegated R&A authority authorizing product recalls and acceptance or rejection of products for shipment to customer.
Reviewed and approves MAIs (Manufacturer Assembly Instruction) prepared by Engineering Dept and ensure latest version of MAI documentation is distributed to the production floor and on the computer system public directory.
Evaluated new products and ensures conformance to quality standards and customer requirements.
Authorized release of new products from a Quality standpoint.
Reviewed ICCs (Implementation of Customer Change) for impact of customer changes on Quality Control Inspection System.
Issued 'Quality Alerts'. Described quality problem reported; retrieved and canceled 'Quality Alerts' when problem has been resolved.
Maintained QC data tracking programs and data integrity.
Proficient in Microsoft Office; Excel VBA Programming; Relationship Database; Programming for Excel; and knowledge of SQL Fundamental Querying. Computer Systems: SAP, FoxPro, E2 Shop System.
Spirit AeroSystems, Wichita, KS. Sep 2007 – Oct 2012
Supply Chain Analyst - Represented Company to external customers by providing answers on product-related questions, traced lost shipments, interpreted and clarified customer orders for the shipping department.
Took orders over the phone and manage web-based ordering, conferred with management regarding customer credits, return goods for credit, identified quality assurance complaints and wrote price differentials on mail orders.
Monitors customer inventory demand and material assets to optimize total supply chain planning.
Approved allocation of stock within the negotiated contract terms or the organizational defined parameters, verified & provided special price quotations and bids, pricing allowances, deductions and adjustments.
Access production systems for managing customer sales orders & suppliers through inventory systems.
Responsibilities require internal coordination of contract administration, purchasing engineering, quality assurance, traffic, and warehousing.
Areas are not limited to commercial, military, spares & general production departments.
Negotiated lead times with suppliers and managed schedules for timely delivery.
Applied knowledge of manufacturing processes associated with ordering company products.
Managed customer sales orders through negotiated pricing and shipping terms.
Managed inventory levels, simulation, modeling forecasting data, and supplier performance.
Interfaced with internal and external customers and suppliers.
Computer Systems: SAP, DCAC BaanERP, EXOSTAR, PDM.
Rebecca Smyser
Page 3
Bob’s Original Fast Food Co., LLC, Wichita, KS Jun 2001 – Jul 2012
Office Manager
Bombardier Learjet, Wichita, KS Oct 2001 – Sep 2007
Customer Service Representative
Staff Assistant Jul 2001 – Oct 2001
American Express Corporate Travel, Wichita, KS
Corporate Travel Agent
AAA Kansas, Wichita, KS
Senior Lead Travel Agent, Member of President’s Council
Uniglobe Horton Travel, Inc., Mountain Home, AR.
General Manager
AMERICAN AIRLINES, DALLAS/FORT WORTH, TEXAS:
Admirals Club, DFW International Airport
Service Representative
SABRE Installation Operations Specialist. SABRE Travel Information Network.
Multiple Area Producer Representative, S.T.I.N.
EDUCATION:
Bachelor of Science in Commercial Art and Travel Administration.
Columbia College, Columbia, Missouri.
Dean’s List.
Member of Who’s Who in the Southwest.
CERTIFICATIONS:
AS9100 Rev C Internal Auditor
IPC/WHMA-A-610 Specialist Cert # 610MS 38533635
IPC/WHMA-A-620B Specialist Cert # 620-S 48521034
RF & Microwave Measurement, Agilent Technologies certified.
CPR & AED - American Heart Association
Six Sigma Level I, S5
Export Compliance Training, Black, Sengers & Associates
SQL Fundamentals of Querying – ExecuTrain
Excel 2003 Level 4 Power User – ExecuTrain
Access 2003 Level 3 – ExecuTrain
PowerPoint 2003 Level 2 – ExecuTrain
Exception Time Management
Contact this candidate