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Quality Engineer Customer Service

Morrisville, PA
May 30, 2023

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Maya Kappil, MS

Tel.: 267-***-****

Executive Summary:

An accomplished quality leader with over 15 years of experience as Quality Systems Manager, developing and implementing quality management systems.

Recognized for leading cross-functional teams to achieve regulatory compliance and customer satisfaction, with a great passion for continuous improvements.


Quality Management System design and implementation ISO 9001:2015

Root Cause Investigations Corrective / Preventive Actions

Registration audit management Supplier quality management

Risk management / risk mitigation


M. S., Environmental Resource Engineering, Syracuse University

B. S., Civil Engineering, Kerala University, India

Certifications and Training:

Certified Quality Auditor (ASQ-CQA) ISO 9001 Lead Auditor Training

Microsoft Office Internal Auditor

ERP System

Work Experience and Accomplishments:

Quality Systems Manager /

Sen. Quality Engineer, Gelest Inc., Morrisville, PA Feb. 2006 to present

(Gelest is a chemical manufacturer, serving medical device, microelectronics, diagnostic and personal care products industries.)

Key Responsibilities:

Develop and maintain Quality Management System accredited to ISO 9001:2015 Standard

Facilitate Management Reviews, Manage internal audits, customer audits and registration audits, Quality System document preparation (SOP and Work Instruction) and training.

Serve as resource person to staff and management on quality systems and regulatory standards and provide ISO training to personnel

Manage customer complaints and Supplier Corrective Action Reports (SCARs)

Manage Root cause analysis (RCA), Corrective and Preventive Actions (CAPA)

Lead continuous improvement projects


Developed Quality Management System, policies and procedures leading to earning ISO Accreditation for the first time in 2006.

Maintained and improved quality management system resulting in continuous accreditation since 2006. This includes authoring of multiple SOPs and Work Instructions.

Successfully hosted third-party audits and customer audits leading to 200% growth in revenue since accreditation.

Trained account managers and senior staff on quality principles and helped develop a culture of quality.

Developed and implemented customer complaint management protocols resulting in reduction in customer complaints and improved customer satisfaction and profits.

Applied problem solving and continual improvement techniques and collaborated with cross functional partners such as Operations, R&D, Marketing and Customer Service to develop policies and procedures and increased customer satisfaction.

Quality/Process Coordinator, Alcoa KAMA, Avenal, NJ Aug. 2005 – Feb. 2006

(Now Multi-Plastics Inc.)

Work Experience:

Reviewed and updated quality procedures, developed Standard Operating Procedures, conducted internal audits, addressed customer complaints and implemented necessary actions to increase customer satisfaction, developed and implemented test methods, enabled the company for ISO 9001 certification.

Quality Coordinator, Solvay Paperboard, Syracuse, NY Oct. 2004 – July 2005

(Now WestRock Paperboard Mill)

Work Experience:

Leadership role in maintaining ISO 9001:2000 registered Quality Management System; facilitated Quality Management Review meetings, conducted internal audits, prepared the production and management team for surveillance and registration audits, provided ISO overview training to the new employees, managed Corrective and Preventive Action Request database etc.

Managed Quality Testing Lab comprising multiple instruments and equipment and

maintained the calibration of test equipment. Instructed and trained lab technicians on new test methods and procedures.

Managed co-op students by assigning projects and reviewing their work.

Active involvement in analyzing and resolving customer concerns, issues and complaints resulting in increased customer satisfaction.

Coordinated home station group meetings and discussions to address customer issues and requirements, for managers and production technicians.

Paper Quality Specialist, Solvay Paperboard, Syracuse, NY. Dec. 2000 – Oct. 2004

Work Experience:

Performed laboratory tests, analyzed and managed database and issued quarterly reports for the partner testing program for paper and corrugated board samples for 8 partner plants

Worked with mill team in solving customer complaints through various mill and customer plant trials and prepared testing and analysis reports.

Issued test reports for paper and corrugated board samples at a minimum turn-around time after corrugator re-build projects at several partner plants.

Previous Experience:

Engineer, Paper Testing, Solvay Paperboard, Syracuse, NY. Feb. 1998 – Dec. 2000

Design Assistant, Southern Container Corp., Camillus, NY. Feb. 1996 – Feb. 1998

Quality Analyst, Solvay Paperboard, Syracuse, NY. Feb. 1995 – Feb. 1996

Professional Affiliations:

American Society for Quality (ASQ), Princeton Section (since 2011)

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