Process Specialist, Customer Service Quality, Supplier Quality
Resume:
Norman Espinoza
Newberry, SC *****
acvsv9@r.postjobfree.com
Profile
●More than 5 years’ experience in assembly and manufacturing support with recognized strengths in account maintenance, problem-solving, trouble-shooting, staff support, and planning product builds.
●Possess solid computer skills utilizing Microsoft Office Suite, Excel, Microsoft Word, Powerpoint.
●Strong mechanical and electrical Print reading ability utilizing EPIX, Team Center, HVC, and understanding of 1E Specs accessed through REDI system.
●Knowledge and experience utilizing SAP system, VisMockup, SIS Web tool, QSI, Taleo, Web Content Management, ODS
●Proficient with Spanish as a second language.
Employment
Caterpillar, Newberry, S.C.
Quality Process Specialist
●Management of Non Conforming Material.
●Coordinate Material for disposition utilizing Material Review Committee.
●Build excellent communication and rapport with suppliers to expedite rework of WIP for defective materials internal and external quality by conducting root cause of failures and assigning repair plan and drive 8D for permanent corrective solutions.
●Create NCM Action driven monthly metrics to identify the reoccurring problem areas and issue 8D’s in turn, reducing scrap costs by 12%.
●Developed an internal quality shop floor call log and metrics to identify the nature and severity of defects for root cause analysis.
●Active First Aid Responder, and member of the Safety Team committee.
●Coordinate root cause analysis through STF process assigning ICA’s & PCA’s for internal and external quality issues.
●Acting as support function for operations and external customer quality issues to reduce defects that affect ADQ metric.
●Managed and coordinated VOCC metrics and report out meetings.
Manufacturing Process Specialist Nov 2007-Oct 2013
●Created and managed tooling list for NPI runs 3512, C27,C32, I6 product lines.
●Assisted Process Engineer on Pilot and Production line support for NPI in flight units.
●Updated Standard Work Instructions as needed driven by ECN’s or process improvements and uploaded onto Web Content Management.
●Create Continuous Improvement cards and participate in investigations to close out assignments issued.
●Actively participated in PFMEA meetings and contributed to reducing severity and reoccurring risk factors.
●Changed over line side part layouts to new racking system 3512 & 3516 project.
●Updated ODS with new times for I6 product per ECN’s.
●Assisted in Line Allocation changes for 3516 router utilizing SAP.
●Completed Niosh Assessments for line side parts for safety and ergonomics and updated SWI utilizing PFEP.
Oct. 2006
-Current
Insite Support Service, Newberry, S.C. July 2005- Jan. 2007
Customer Service Representative/Insurance Agent
●Managed more than 1,200 individual and corporate accounts in South Carolina and North Carolina.
●Support sales reps in opening new accounts and upgrading existing service with ability to train, motivate, and supervise CSR’s
●Developed plans, prepared schedules, and conducted team projects, to gain outstanding service in customer satisfaction.
●Maintained quality control/satisfaction records, constantly seeking new was to improve customer service.
●A team player, acknowledged as “The One Unique Customer Service Professional."
McKechnie Vehicle Components Aug.1998- Apr. 2006
●Managed a department of 12 employees as area Team Lead and support backup trainer.
●Active lead role in Kaizen improvement projects to minimize machine downtime and ease of operation, increasing production by 450 parts per hour.
●Planned weekly schedule to meet production needs coordinating time off, vacation, and temporary worker assignments.
●Created Continuous Improvement projects to improve work flow and decrease downtime saving 10 hours weekly for production and 5S
●Engaged in setup and changeover of machinery for scheduled product and conducted weekly Preventative Maintenance.
●Conducted Quality checks of product by Statistical Process Control measurement, and visual samples for appearance.
●Ordered PPE’s, tools, machine parts, to supply monthly demand.
●Conducted weekly production and safety meetings at beginning of shift to cover any issues and implemented corrective actions. Submitted work orders for issues that involved advanced maintenance of equipment.
●Communicated new processes, safety protocols, and instructions to team and aided as a training instructor to new hires.
●Assisted with preparation and packaging of finished product and conducted final quality gate inspection prior to shipment.
Education
Piedmont Technical College, Newberry, S.C. 2011-2012
Newberry High School, Newberry, S.C. 1997-2001
High School Diploma Credential
Mary Brewer Insurance School, Columbia, S.C. 2000-2001
Property and Casualty Producer Credential
Synopsis of Achievements
Reactivated an average of 56% on overall accounts ($64K/ year.
Created customer satisfaction survey to assure quality assistance and support.
Successfully gained new business through seminars, conventions, literature, web, and telephone by utilizing the ability to communicate as a bi-lingual agent.
Employee of the Month Award recipient and Recognition for outstanding Customer Service Performance.
Acquired Six Sigma Green Belt and completed a Cost Reduction Six Sigma Team Project that saves over $150K/ per year.
Successfully completed Core CPS Certifications.
References Furnished Upon Request
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