Training Customer Service

JODY FEIST

***** ** ******* ** **, Mt. Sterling, OH 43143 ● Columbus, OH 43207

● 614-***-**** ● *******@*****.***

Enthusiastic professional with keen ability for managing multiple priorities in a high-volume environment while providing exceptional customer support. Expert in building metric based reporting, training, auditing and change management.

Professional Strengths

● Safety Reporting ● Training ● Compliance ● Internal / External Customer Service ● Process Improvement ● Presentation Development ● Document Control ● Quality Auditing ● Report Structure ●Leadership ● Continuous Improvement ● Technical Writing ● Data Mining ●Communicate Change Needs ● Analysis of Defects

PROFESSIONAL EXPERIENCE

MSC INDUSTRIAL SUPPLY, Columbus, OH – 12/2013 - Present

Quality Assurance Manager

Implement quality management system for ISO 9001 certification. Establish audit intervals for process compliance. Analyze data collection of product and process audits to direct staff in continuous improvement efforts. Research credit information to determine vendor or product issues. Communicate quality metrics and corrective action needs to operations via meetings or presentations. Investigate field errors for root cause and corrective action requirements. Research inventory defect issues to determine corrective action needs to vendor.

Key Accomplishments:

Safety training and ISO 45001 implementation

Create ground structure to implement ISO 9001

Created vendor / supplier corrective action process

Leader for continuous improvement

LUXOTTICA OPTICAL MANUFACTURING, Columbus, OH –5/2012 – 12/2013

Quality Systems Supervisor (May 2012 – December 2013)

Supervise the quality management system, including process and product auditing. Manage document control, calibration, and systems for ISO 9001 certification. Lead quality assurance staff for material conformance, new product and equipment validation. Lead training staff, on job procedures, process control plans, and quality standards. Lead review meetings with top management to inform on the current state of the quality performance.

Key Accomplishments:

Safety training and metrics

Leader of Change Management to structure new quality system

Project lead for reducing remake errors by 4.5%

LUXOTTICA OPTICAL MANUFACTURING, Columbus, OH –3/2004 – 5/2012

Senior Trainer / Training Coordinator

Provide dedicated support to multiple departments by managing associate training needs, creations for safety requirements according to OSHA and MSDS, breakage tracking, and training assessments. Collaboration with offsite colleagues for the creation of process and training guides for new production areas. Coordination of multiple yearly events including fundraising, patient awareness, recycle efforts, clinical events for international and US missions.

Key Accomplishments:

Team Leader on global outreach clinic in Goa, India

Completed introduction of new products to production environment

Created and improved annual safety training process

Creation of procedures for initial ISO certification in 2007

Created process and work and safety instruction for mobile eye care clinic

Six Sigma Green Belt classroom training completed

EDUCATION

2010 Bachelor of Science in Business Administration

Minor in Process / Project Management

Franklin University, Columbus OH

2009 Certified Internal Lead ISO Auditor

QAI, Indianapolis, IN

TECHNICAL PROFICIENCIES

MS Word, Excel, Outlook,

PowerPoint, Publisher, AS400, WMS

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