Customer Service Quality
Resume:
Cheryl R. Damon
Walnut Creek, CA 94596
************@***.***
Objective:
Employment within a company that recognizes valued team player’s, encourages advancements within the company and allows room for personal growth.
Summary:
Vast Administrative experience with over 10 year’s working for a defense contractor within all the different aspects of their Quality Organization. Lead responsible for administering direction to 5 Data Entry Clerks. Responsible for ensuring assignments were accurate and completed on time. Used statistical tools to track and measure process improvement
Experience:
United Parcel Service, Richmond, CA 11/17/2015-01/06/2016
Delivery Driver Assistant
Delivered business and residential customers packages and priority mailings.
The Discovery Shop, San Jose, CA 01/2011-Present
Volunteer-Customer Service
Customer Service, Cashier, Inventory stocking
Self-Employed Contract 01/2009-Present
Assist individuals with preparing and filing their federal and state income tax returns.
Created a Quickbook payroll system presented to the government for funding pre-approval. Per contractual agreement, correctly administered and applied California State Labor Codes along with federal and state tax accounts. System was accepted and work production started on scheduled.
East Side Union High School District 08/2002-06/2008
Parent Volunteer
Teacher’s Assistant, helped with fund raisers, chaperoned field trips and special events.
IBM Corporation, San Jose, CA 10/1997-06/1999
Assembly & Test Inspection
Disk Assembly and Test using Adept Arm automation cells and conveyors for inspection of various disks. Applied inspection criteria before each assembly run. Eliminated large backlog and reduced inspection time by applying a much faster more efficient method of testing.
United States Postal Service 08/1994-01/1997
Casual Carrier
During the holiday season delivered mail and packages to residential customers. Substitute for regular carrier’s routes.
Next Computer, Inc., Redwood City, CA 06/1993-04/1994
Software Quality
Successful tests of pre-released software applications and end-user documentation prior to their release date.
Responsible for answering the customer support hotline. Gave direction and answered customer’s hardware and software questions.
FMC Corporation, Santa Clara, CA 95050 09/1981-10/1991
Quality Assurance Analyst-Administrative Assistant
United States Military Defense Contractor manufacturing Bradley Fighting Vehicles. My first 4 years employment was in the Quality Appraisal Department as an Administrative Assistant. Ensured all Quality procedures and instructions were in compliance and current revisions to contractual requirements. Tracked departmental vacation hours and time off. Answered phones and took messages. Booked arrangements, prepared itineraries, scheduled conference rooms and assisted with departmental events and functions. Lanier recorder’s and dictation equipment were used to record and transcribe inspection results for faster more efficient turn-around and buy-backs. Tracking of trends, recurrences and vehicle characteristic discrepancies were quickly available to review for immediate corrective action.
Management appointed promotion to Associate Quality Analyst. Responsible for FMC’s Quality Recognition Program. Tallied quality improvement results and identified over-achievers for monthly perks and rewards. Assigned Team Player to a Computing Resource Group in the Quality Planning & Assessment Department where I successfully prepared training material and instructions guidelines for teaching at FMC’s Training Center. Wrote curriculum outlines, prepared class instruction and material for class in, “White Collar Quality”. Instructor for basic end-user software classes in Harvard Graphics and Lotus 1-2-3. Management appointed team player assigned to replace and/or add Malcolm Baldridge criteria within the company to become autonomous, omitting the necessity for on-site (customer) government inspectors. Over 5,000 employees trained in process measurement and quality improvement. Areas were successfully cross-trained and transitioned into autonomous business entities.
Our team successfully placed the Malcolm Baldridge National Quality Reward objectives within the company, omitting the necessity for on-site government inspectors. All military standards (MIL-Q) were converted to IS9000 significantly reducing labor and material costs leading to continuous improved productivity and overall performance excellence.
Collected quality cost data, prepared and generated a monthly Quality Cost Report. Prepared quality review presentations (QQRP) for a quarterly meeting attended by upper management, Pentagon officials and military representatives. Assisted with writing, labor calculations and costs of many approved Martin-Marietta, Lockheed Storyboards and contracts.
Education:
Optimum Health Institute, San Diego, CA 2002
Certification in Nutrition and Food Combining
Golden Gate University, San Francisco, CA 1989
Lotus Macro Writing
Quality Management & Technology – 3.8 GPA 1984-86
De Anza College, Cupertino, CA
Statistics I, II, III, Quality Audits, Quality Engineering, Quality Assurance,
Quality Appraisal
Mt. Pleasant High School 1972-76
Diploma
References:
June West The Discovery Shop 408-***-****
Lyndsie M. Reyes Self-employed 408-***-****
Teri De breau Hewlett Packard 408-***-****
Contact this candidate