Customer Service Quality Control

P a g e * *

Mauricio R. Ramon

phone: 830-***-****

Email: ***********@*****.***

Obj. A responsible position within a company where there is growth potential. I’m a responsible, dedicated, reliable, quick learner, hands on, honest, proactive, and trustworthy person. I am, interested in a position with a company where I may utilize my years of experience, skills and learn new skills with continuous improvement and knowledge to achieve the departments and company’s objectives.

EDUCATION:

Del Rio High School, Del Rio, Texas 78840 Graduated June 1, 1990

SOUTHWEST TEXAS JUNIOR COLLEGE, Del Rio Texas 78840 1993 - 1995 Quality – Safety - Environmental Manager for Choctaw Defense Services. BOS Contract at LAUGHLIN AIR FORCE BASE, Texas 78843; Experience: April 15, 2019, - May 31, 2023

Plan, direct, and coordinate quality assurance programs. Formulate quality control policies and control quality of laboratory and production efforts.

Collect data on work environments for analysis by occupational health and safety.

Implement and conduct evaluation of programs designed to limit chemical, physical, biological, and ergonomic risks to workers.

Overall responsibility for managing and directing the Quality Control, Safety, and Environmental programs for the Laughlin AFB, Base Operating Support (BOS) contract.

Manage a team of Quality Inspectors with the responsibility of conducting inspections; (annual surveillance, random sampling, daily, periodic, corrosion control inspections, Grounds, Heavy Repairs, Infrastructure, Facility Systems, CEMAS, Customer Service, VOM, TMO, Wastewater, Warehouse, DRMO, Supply COMM’s, Dorms, Housing, Unaccompanied Officer Quarter (UOQ’s), Marina, Perimeter inspection, Spofford Auxiliary Airfield, and San Felipe Springs,) on all areas of the BOS contract to ensure contract compliance.

Conducts inspections to ensure quality control and safety plans are integrated in all phases of the program operation.

Ensures compliance with contract specifications and applicable regulations.

Measure performance by collection and analysis of data to detect patterns and identity trends.

Provides detailed written reports on safety incidents and quality control inspections on Air Force Transportation, Supply warehouse Packaging/Receiving and Civil Engineering processes.

Responds to government inquiries, customer complaints, CDR’s, findings, and reports within established time frames.

Provide and conduct reports for follow-on inspections and reviews documentation for root causes, mitigation, corrective action, and preventative action when discrepancies are detected.

Provides and recommends updates to documentation, to include quality manual, operating procedures, operating instructions, and quality records.

Monitors and reviews adherence to Service Summaries and Performance Work Statement (PWS) requirements. Reviews customer comment cards and provides customer feedback.

Maintains database of all open and closed nonconformances.

Ensures implementation and compliance with the Company’s code of ethics, standards of conduct, and business practices programs.

Coordinates with applicable department managers to ensure compliance with all applicable and most current Occupational Safety and Health Act (OSHA), Environmental Protection Agency (EPA), National Fire Protection Association (NFPA), National Electric Code (NEC), National Plumbing Code (NPC), American Society of Heating Refrigeration and Air Conditioning Engineers (ASHRAE) Standards, International Building Code, Unified Facilities Criteria, (UFC), DoD, AF, federal, state, and local codes and requirements, environmental regulations, as well as higher headquarters standards, guidance, playbooks, and instructions.

All other duties assigned. I have experience working as a Quality Safety Environmental Manager on a military installation in Laughlin Air Force Base, Texas.

I have the knowledge of Air Force Instructions relating to quality/safety and environmental.

I have experience working in a service to support operational environmental projects and audits. P a g e 2 7

As well as performing safety and environmental audits for our shops and buildings the company is responsible.

Responsible for maintaining all documents (OI's, OP's, FR's, Checklist's) new documents and current documents control changes to the last’s revision.

Gonzalez Auto Parts (GAP) Store Manager; - O c t . 2 0 1 8 – A p r i l 2 0 1 9 .

Generate a weekly work schedule for all employees.

Great Customer Service

Weekly inventory of all incoming parts and load inventory in the system.

Stock material that arrives weekly and arrange shelves.

Perform customer transactions (cash or credit).

Alternate on Opening and Closing the store weekly.

Report and defective parts to the main office.

Daily meeting with all employees.

Inventory Registers twice a day.

Deposit monetary gains sales to our local bank.

Operations Manager/Quality Manager (TK Holdings Inc.). O c t . 2 0 0 9 - M a r c h 2 0 1 8

This position required me to supervise the daily operations for all shipments that arrive and depart the Del Rio / Eagle Pass Texas Distribution Centers.

Managed 29 employees in Del Rio and 131 employees in Eagle Pass from Shipping, Receiving, Quality, Customs, and warehouse associates.

Oversaw the reductions of OT in employees including hiring temps and implemented split shifts on occasion to work less than 8 hours daily. (Employees crossed trained on some procedures to help reduce OT.)

Assured the warehouse associates were pulling the material orders in a timely manner complying with the customer requirements and window times.

Assured forklift drivers were certified to operate with caution, verified pullers were retrieving material following FIFO (First In - First Out) following the manufacture date or the Julian date, stage material, scan, audit trailer for loading conditions, audit shipment material and be clear of damages, labeling issues, tampering, assure it complies with customer requirements and other activities.

Also, continue managing the Eagle Pass Quality Management System and performed weekly audits with the warehouse and operations.

Comply with C-TPAT regulations and verify daily orders and assure material availability in the warehouse.

Communicating with our plant’s customer service team and communicating any shortages of material for the plant to manufacture material for the future requirements was the goal in my everyday management.

Assure that every employee follows company policies and safety guidelines and cross train to perform multiple job activities was put into practice, daily.

Established a tool "Shipment Notifications" to our clerks and customer service as a communication engine for our plant of shipment departure, trailer number, shipper number, notification of material shortages, etc.

Accomplished the transition from ISO/TS- 16949 2009 to IATF-16949 2016 and created gap analysis and processed maps and quality manuals.

Quality Assurance Manager (INTREX Automotive / Aerospace); N o v . 2 0 0 7 - M a r c h 2 0 0 9

Communication with our customers SQE’s for any quality issues.

Generating 5P's Principals of problem solving due to any non-conformance product, providing temporary and permanent countermeasures in our processes to prevent from reaching our customer, monitoring the documents; Process Control Plans, Flow Diagrams to all process production lines, work with all department managers to assemble a well define PFMEA’s (Potential Failure Mode & Effect Analysis) for our product on current change, customer issues and controls v/s process.

Reduce our RPN’s (Risk Priority Numbers) to meet our customer’s expectations. I verified the effectiveness of new, established documents and procedures.

Implemented a Calibration system for the measuring equipment that was used by our quality auditors to maintain our procedures controlled and manufacture quality products. P a g e 3 7

Implemented a statistical system to control any major or critical dimension stipulated in our customer drawings.

Trained and monitored new quality employees on the use of the measuring equipment. (Job performance)

Created all visual aids through our entire processes and designed gages and validated gages to detect any non- conformance parts on our processes.

Contact the engineering department for continuous improvements, while in the process of implementing the ISO 9001 2008 Quality Systems to our facility.

Performed quality audits to our procedures and our quality system was complying.

Validated current and new inspection equipment prior to use for production or inspection.

Traveled to our customer location for any concern, quality issues or reviews.

Generated presentations to our customers and corporate management for pending concerns or continuous improvements.

APQP/PPAP Mgr. (Quality Analyst) TAKATA Holdings Inc.

Plan the technology add concept of a seat belt and design intent, do product and process development and prototype verification to the product for its performance, functionality, and be compliant to the Customer and Federal requirements for General Motors/Hyundai & Lear Seating.

Study, confirm the product, validate the processes to build the highest quality products and through the process of improving the product by continuous improvement.

APQP maintains management aware that all planning requirements were met, any documented concerns have been resolved, and all customer reviews from the Global Quality Manual were achieved to the SQE’s expectations.

Visit suppliers to review customer complaints and monitor their processes to ensure compliance.

The SQE will review supplier documentation and schematics to assure they are following ISO or QS.

Review timelines on new molds or dies and current parts being manufactured.

Verify the supplier can meet their goals of parts per hour and will not affect the customer.

Review and work with the supplier on the root cause analysis reports for any non-conformances.

Review all open/closed CARs at their facility and verify countermeasures put in place for effectiveness.

The supplier identifies the new parts being manufactured from the current parts prior to shipping to determine a break point.

The SQE will inspect the new parts once arrive to ensure they are meeting the quality standards.

The process is monitored for a determined period by the customer to assure the supplier meets demands. PPAP (Production Parts approval Process) TAKATA Holdings Inc.

Verify all engineering changes prior to submitting to the customer.

Provide approval for any change to the product prior to implementation.

Maintain approval from the tier-1 and tier-2 suppliers of the part that is being integrated in our product.

Verify the part is compliant with customer and federal requirements.

Frequent meetings with GM LAB Engineer by reviewing and approving new tools for current and new programs.

Provide sign-off validation forms, approved PSW’s, AAR’s, IMDS, STPAR forms for post validation, create samples in the GM GQTS system for electronic approval etc.…. Hyundai – preparation of Hyundai 5-STAR Audits, PSO Audits and VPN Audits annually. China Certification Representative.

CCC (China Compulsory Certification) generate annual audits with representative from the Government of China to meet their legal requirements for exportation of safety seat belts as well as Safety Devices assemblies to comply with all functional performance and documentation. Six Sigma Black Belt Certified - Qualtec (Six Sigma Master Black Belt) P a g e 4 7

Quality Systems Coordinator Takata Holdings Inc.

Generate, maintain, and monitor the documents; process Control Plans, Flow Diagrams to all the process production lines, PFMEA’s (Potential Failure Mode & Effect Analysis) to the current change implemented and controls v/s the process.

Reduction of RPN’s (Risk Priority Numbers).

Verify effectiveness of established procedures.

Generate Master Sample Programs, evaluate quality engineer activities, detain any product or process when the quality of the product has been affected.

Support implementation activities of ISO/TS Run validation to all our processes to reflect the quality documentation, generate Production Trial Runs (PTR’s) for changes that are implemented into the processes and mistake proofing the equipment.

Determine control to the processes, assigning projects to the Quality Engineers, attending configuration meetings of all incoming engineering work orders to new programs or current production changes.

Providing support for CPC (Change Point Control) meeting where programming by notifying the departments when changes are to be implemented.

Coordinate activities of prototype and pilot stages, Implementation of changes to the process and product. Validations to the product, process, provide support for all non-conformance internal, external audits.

5 Principals of Problem Solving provide support to General Motors, Saturn Assembly Plants to better their processes by provide recommendations, MVPSO (Material Validation Process Sign-Off), JCI

(Johnson Control Inc.), Lear Corporations,

Validation Engineer Lab Manager

Comply with all General Motors Specifications, Federal Motor Vehicle Safety Specifications (FMVSS), Canada Motors Vehicle Safety Specification, ASTM, Northern American Standards, AL2L Accredited Lab, Design Plan Validation, Production Validations, ECE European Standards, Japan Requirements, train all the Technicians, Engineer on how to use and maintenance of the equipment, importance of the equipment, write procedures/work instructions.

Report all non-conformance testing.

Maintain all equipment calibrated using outside sources which are NIST certified, as well as all the equipment in the production floor to be calibrated by our internal calibration technician department using traceable calibrated standards.

Generate Test Plans for all DV, PV and current product. Attending all design review meetings for new and current programs.

PPAP Coordinator –

Comply with GM’s PPAP Manual, by verifying all 19 points availability prior to submitting the PPAP package to GM or review at location.

Constant meeting with GM LAB Engineer by reviewing and approving new tools for current and new programs. Quality Control Technician – Aug. 1993 – Nov. 1996

Tests and inspects finished seatbelts to maintain quality, reliability, and safety standards of the product.

Interpret engineering schematics or blueprints with the finished product.

Check for any deviations of quality, safety and reliability standards set forth by governmental regulations standards FMVSS.

Select finished products, tests for dimensions, performance, and mechanical characteristics.

Evaluate data and write reports to describe discrepancies of the finished product.

Record test data and enter the computer.

Generate graphs and charts for statistical analysis.

Calibration of graphic recorders and maintenance on industrial machinery for quality control. P a g e 5 7

Training & Courses:

Training for Internal Audit ISO/TS 16949 (2-days) Sept 2003 Implementation of a new software to link all the quality control documentation (Control Plans, Flow Diagrams, PFMEA's, DVP&R, Process Sheets, Gage R&R). Implementation of all GM models into the linkage of the new software and implementation global. Jan. 2004

Sexual Harassment/Hostile Work Environment Training Alfredo Fernandez (Human Resource Manager for Takata Mexico/USA) PFMEA’s (Potential Failure Mode & Effect Analysis / Control Plans) conducted by GM April 2004.

Advisor: Larry Brozowski at the General Motors University in Detroit Michigan April 2004

Powerway.com is a software application for implementation and management of global APQP (Advance Process Quality Planning), PPAP (Production Parts Approval Process) and PSO (Process Sign-Off). To provide project management status effectively and reduce the amount of paper and time waste while creating high quality product June 2004

DGI (Training Center) Certificate of Completion Initial 49CFR / IATA / IMDG Dangerous Goods Training. Successfully trained and tested in the transportation of Dangerous Goods in accordance with the requirements of the International Civil Aviation Organization (ICAO), IATA Dangerous Goods Regulation, International Maritime Dangerous Goods (IMDG) Code and the U.S. Department of Transportation, 49 CFR, Part 172, Subpart H, except for Dangerous of DG Security Awareness training and shipment of Radioactive Materials. Nov. 2015

DGI (Training Center) Certificate of Completion Recurrent Dangerous Goods Training by Air. Successfully trained and tested in the transportation of Dangerous Goods in accordance with the requirements of the International Civil Aviation Organization (ICAO), IATA Dangerous Goods Regulation, International Maritime Dangerous Goods (IMDG) Code and the U.S. Department of Transportation, 49 CFR, Part 172, Subpart H, except for Dangerous of DG Security Awareness training and shipment of Radioactive Materials. Aug 2017

Production Litigation Training (4 hrs.) conducted by Takata Seat Belt Lawyer Don Crotty and Gary Adler. May 1999

GD&T Class Training (3 days) conducted by Takata Seat Belt Rod Neiman Team Leader Engineer. May 1999

QSE (Quality Systems Engineering) Sandra Werweega (CEO of QSE)

ISO-14001 Induction by Monee Gonzalez. October 2000

5 Principals for Problem Solving (1-day) Conducted by Scott Caudill.

Takata Seat Belt Executive Vice President (USA/Mexico) Jan. 2001

QS-9000 (Internal Auditor) Training for a period of 5-Days (38hrs.) to have the knowledge to perform internal audits to better our Quality System. July 2002

Focus of Process ISO/TS-16949 (2-days) July 2003

Training for Internal Audit ISO/TS 16949 (2-days) Sept 2003

Technical Specifications ISO/TS 16949 (6-days) Sept. 2003

Annual Safety Awareness and Ethics Training. Dec. 2017

SAI GLOBAL QS-14001:2015 Auditing an Environmental Sept. 14, 2019 Management System - North America Certification Sept. 14, 2019

SAI GLOBAL QS-14001:2015 Lead Auditor and Environmental Management System - North America Certification. Sept. 20, 2019

OSHA 30-Hours Outreach Training for the

Construction Industry Certification. Oct. 2021

OSHA 30-Hours Outreach Training for General

Industry Certification. Oct. 25, 2021

Satellite Accumulation Point Sept. 2022

Hazardous Material Management Sept. 2022

Hazardous Waste Management Sept. 2022

Spill Management Sept. 2022

Tank Program Awareness Sept. 2022

Tank Custodian Asst. Inspection Training

Corrosion Course Sept. 2022

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Accomplishments:

Created a QR Code survey for our customers and facility managers. This survey will help our technicians and customer service rate their performance by using their smart phones or tablets.

Reduce the number of CDR (Contractual Discrepancy Reports) complaints from the government in CE Shops.

Implemented the PDCA to monitor all quality control indicators.

Facilitated the proper way of performing and internal audit to the auditee.

Generated multiple matrices to monitor all company activities to assure every department followed the BOS contract.

Monitor Electrical, Plumbing. HVAC, Carpentry, Painting.

Two weekly meetings with all quality inspectors from Civil Engineering, Transportation and Supply to review and concerns or issues that needed additional support.

Perform Pre-inspections and Final Inspect 100% of all COMM's and Dorm's to assure all shops were complying.

Safety Audits to all shops to ensure they were complying.

Perform 100% audit on all Emergency work orders (80% Requirement) above and beyond by 20%.

Implemented computer for QA auditors.

Implemented FIFO procedure using labels.

Implemented quality controls for critical and major dimensions.

Incorporated cameras on inspection lines for high quality parts.

Implemented poke yoke gages in production lines for critical dimensions.

Implemented Quality manuals, procedures, forms for various departments in two logistic distribution centers.

Implemented PDCA control indicators for both Del Rio and Eagle Pass facilities.

Maintained ISO/TS 16949 Quality Management System Standard for 8 years with minimal non- conformances.

Trained supervisors how to do a root cause analysis using 5P's, 8D's, 5Why's and other type of customer formats.

Trained shipping clerks how to ship Dangerous Goods via Air (IATA), Ground (49-CFR) and Ocean (IMDG).

Trained employees how to interpret customer packaging and shipping guidelines.

Implemented monitors to oversee status of daily shipments (completed, pending due to material availability, status on trails crossing southbound, inbound trailer departure, ASN transmittals and extract of material in our system.

Implemented a maintenance department and showed the employees safety and preventive guidelines, for example, changing forklift tires and minor repairs.

Transition from ISO/TS 16949 Quality Management System Standard to IATF-16949 Quality Management System Standard (completing the first transition to the IATA Quality Management System with recommendation and zero non-conformances).

Environmental Inspection Process Sept. 2022

Unit Environmental Coordinator (UEC) Nov. 2022

Storm Water Management Jan. 2023

Oil & Water Separator

Hazardous Communication JBLE-E Sept. 2022

Skills;

Excel Microsoft, Microsoft Project, Minitab, PowerPoint, Outlook, word, drafting, layouts, PFMEA/Control Plan/Flow diagram software, Process Maps, Non-conformance problem solving (5P's, 8D's, 5Whys, Ishikawa etc...), internal/ external audits, iGraphic software, knowledge of measuring equipment; caliper, depth gauges, pin gauges, block gauges, go-no-go gauges, micrometers, poke yoke gauges and design, radius gauges, height gauges and knowledge of calibrating equipment etc. I have over 10 years of laboratory testing equipment for cycle, tension, impact, acceleration, abrasion, humidity, heat and salt spray chambers, metallurgical testing, and creating vinyl signs for the warehouse. P a g e 7 7

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