Customer Service Quality Assurance

Steve Gregory

**** * *****, ******* ** ***** *951-***-***** *********@***.***

Customer oriented Team Leader focused on safety, increasing production, minimizing equipment downtime and costs so as to maximize overall plant efficiency. Ready to invest in a new team after taking time off to raise my children. 17 years’ experience in manufacturing, with 15 of those years in Quality Assurance/regulatory compliance. 11 years leading, coaching and mentoring teams. Driven in continuous improvement.

Education

Southern New Hampshire University, Bachelors Human Resource Management (in process)

University of Phoenix, Associate of Arts Business

Experience

2015 to Current

ICQA Associate Amazon San Bernardino CA

Quality Assurance of merchandise for global retailer.

Internal count and tracking utilizing RF scanner.

2011 to 2012

Kohl’s Beaumont CA

Customer service for national retail department store.

Cross trained to support all departments.

Suggestive selling to increase profit.

Point of Sale operations; cash/credit processing with 100% accuracy.

2006 to 2008

Team Leader Luxfer Gas Cylinders Riverside CA $70k

Led, coached and mentored production, quality, warehouse and maintenance teams for global leader in the manufacture of aluminum compressed gas cylinders with 150M in annual sales. ISO certified factory.

Daily communication in safety awareness ensuring each Associate supplied with proper PPE.

Daily communication of required efficiencies in quality, production and customer satisfaction goals to each operation, constantly driven in continuous improvement to meet those goals.

Effective resource to classified and non-classified Operators across three shifts. 24 hour operation.

Implemented "pass across" meetings for all shifts as a debriefing period for on-coming/off-going Operators, effectively reducing downtime during shift startups.

GMP's, OSHA & 5S enforcement.

Regular performance reviews and effective feedback to each Associate so as to assist in meeting company expectations and employees' personal growth opportunities.

Facilitated monthly safety audits to recognize potential hazards and follow through with corrective actions.

Termination of non-compliant employees in safety/company policies according to labor agreement with United Steelworkers Association. Highly unionized facility.

Accuracy in recording and review of employees’ hours and entry into Kronos system.

2004 to 2006

Supervisor/Certifying Inspector Arrowhead Industrial Services Riverside CA

$53k

Director of staff/site operations for third party regulatory compliance agency governed by US Dept. of Transportation. (Host company, Luxfer Gas Cylinders).

Manager of recruiting process, interviewing of potential candidates, hiring and direction of new hires.

Manager of 3 offices: Test Technicians (2), Lead Inspectors (3), Administrative Assistant (1), and 9 production floor Inspectors.

Assumed this role after being recruited to return during critical time of transition for host company. Closure of Luxfer's Australia/Asia Pacific factories requiring my expertise in full design approval and certification. (US DOT CFR 49; AS1777; ISO7866, PED/TPED)

Each new design deadline met on time and successfully released and implemented into production. Year long process requiring heavy data analysis and auditing of engineering drawings/prints, test results (metallurgical, hydro test, heat treatment, batch records and destructive/non-destructive).

Receiving of raw materials and assignment of tracking numbers.

Regular employee performance review/feedback so as to effectively communicate company goals and to foster an environment of growth opportunity to Associates.

Termination of non-compliant Associates according to labor agreement with United Steelworkers Association. Highly unionized team.

Accuracy in keeping of labor hours and submission to corporate payroll department.

2002 to 2004

Quality Assurance Technician Nestle' Waters N.A. Cabazon CA

Member of start-up team for newly built, flagship spring water bottling factory governed by the FDA. Global leader in water bottling with 13 brands produced nationwide.

Water chemistry analysis; fluoride, pH, turbidity, sulfate, ozone residual.

Communication/enforcement of GMP's, HACCP, PPE and hygiene standards to all incoming production and QA personnel.

Personally implemented factory's Internal Control Plan (ICP) to schedule regular calibration of measuring devices and instruments. Corporate response was "The best we've seen yet."

Trained in aseptic in-line sampling and microbiological testing and results review. (E-coli, pseudomonas bacteria, coliform)

Trainer to production staff for proper hourly in-line quality checks from blow-mold, to filler to palletization.

Receiving of raw materials from vendors. Rejection of non-compliant materials.

Sanitization of filler lines, storage silos, flow diverters and filtration systems utilizing Clean In Place (CIP) system and Ecolab chemicals and titration method.

Analysis and review of consumer complaints.

Member of Targeted Team Selection process to interview potential new candidates.

1990 to 2001

Inspector/Lead Inspector A.T.I./Arrowhead Industrial Services Riverside CA

Regulatory compliance inspection duties for US Dept. of Transportation-mandated agency. Host company Luxfer Gas Cylinders.

Began as Inspector with Authorized Testing Inc. Promoted to Lead when Arrowhead Industrial Services assumed inspection operations.

Daily scheduling of inspection staff and communication of safety, quality and production goals so as to support host company's customer demand.

Heavy data/reports analysis. (metallurgical, hydro test, wall/base tolerance, cycle, ultrasound and destructive/non-destructive batch representatives)

Generation of customer test reports. Heavy interaction with Luxfer's Customer Service Dept.

Administrative assistant to Certifying Inspector.

Highly unionized facility-labor agreement with United Steelworkers Association.

Communication

I believe communication is the key to success in any relationship, whether personal or professional. I am an effective communicator, both verbally and in writing. Comfortable speaking and presenting to small or large groups. Experienced in public speaking for non-profit organizations.

Summary

17 years invested in manufacturing/production. 15 of those years at the same location, supporting operations for Luxfer Group in various regulatory compliance and leadership roles. Corporate restructure resulted in facility closure. I utilized plant closure by taking time off to raise my children. Ready to invest my leadership talent into a new team.

References

"Steve is a high-energy professional who delivers on every commitment he makes. Steve is a natural leader and achieves the very best from his team. He is an asset to any organization lucky enough to engage his heart, head and hands. I highly recommend Steve and would work with him again if given the opportunity." -Kathy MacDougall, former General Manager, Luxfer Gas Cylinders.

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