Quality Assurance Operations Supervisor

Shakara Mark

Operations supervisor

***-**** **** ******, *******, Canada, M3N2H8, 416-***-****, ***********@*******.*** Professional summary

Operations Supervisor with 10 years of expertise in quality assurance, process optimization, and collaborative problem-solving. Proficient in decision making, SAP, and multilingual communication, with a strong focus on enhancing operational effectiveness and driving continuous improvement. Adept at mentoring teams and implementing data-driven strategies for measurable efficiency gains.

Employment history

Depot Technician, Nov 2014 - Jan 2016

Apple Syncreon, Vaughn, Ontario

Software Tester, Nov 2011 - Nov 2014

Ingenico

Performed comprehensive device examinations, identifying third-party components and contaminants to maintain product integrity and quality standards.

Conducted rigorous quality assurance tests on Apple Watch units, identifying and resolving critical issues to ensure product excellence.

Collaborated with supplier quality engineers to resolve process issues, maintaining compliance standards. Streamlined AppleCare receiving process, improving efficiency in issue identification and resolution for enhanced customer satisfaction.

Pioneered new testing protocols for Apple Watch, optimizing pre-shipment quality assurance and elevating overall device functionality.

Conducted thorough software testing, identifying critical defects and collaborating with development teams to enhance product reliability and user experience.

Executed comprehensive software testing protocols, meticulously documenting defects and collaborating with development teams to enhance product reliability.

Facilitated seamless communication between testing and development teams, expediting bug resolution and fostering a culture of continuous improvement.

Consistently met project deadlines while maintaining high standards of accuracy, contributing to timely product releases. Meticulously documented and tracked software defects, providing comprehensive reports that facilitated swift resolution and improved overall product performance.

Cashier, Nov 2010 - Oct 2011

Metro Supermarket, Ottawa, Ontario

Sales/Field Worker, May 2010 - Jul 2010

Spring Masters Canada, Ottawa, Ontario

Provided exceptional customer service, addressing inquiries and resolving complaints with empathy. Built customer loyalty through personalized interactions.

Processed sales transactions and managed cash/credit payments, ensuring accurate daily reconciliation. Streamlined checkout process, reducing average transaction time and enhancing customer satisfaction. Implemented efficient cash handling procedures.

Maintained meticulous records of transactions, ensuring accuracy in daily sales reports and inventory management. Resolved discrepancies promptly.

Provided exceptional customer service, addressing inquiries and resolving complaints with empathy and professionalism. Proposed and implemented new organizational system for checkout area, improving efficiency and reducing clutter. Received positive feedback from management.

Drove sales growth through targeted product promotion and built lasting client relationships, resulting in significant revenue increase and expanded customer base.

Managed accounts, tracked metrics, and identified new business opportunities through market research. Exceeded performance targets by implementing effective sales strategies and analyzing market trends. Enhanced product offerings based on customer feedback, resulting in increased sales performance. Pioneered creative sales techniques, leveraging market insights to boost overall performance and create positive customer experiences.

Meticulously managed customer accounts and tracked sales metrics, identifying new business opportunities and ensuring high client satisfaction rates.

Conducted in-depth market research to identify new business opportunities, resulting in expanded product offerings and improved sales performance.

Consistently surpassed performance targets by implementing effective sales techniques and adapting to evolving market trends. Fostered strong client relationships through proactive follow-ups and personalized product recommendations, leading to increased customer retention.

Customer Service Agent, Aug 2007 - Aug 2008

Digicel, Vieux-Fort, St. Lucia, WI

Supervisor, Jun 2006 - Jun 2007

Kentucky Fried Chicken (KFC), Vieux-Fort, St. Lucia, WI Communicated with customers to understand needs, ensuring timely and appropriate responses. Enhanced customer satisfaction by streamlining communication processes. Handled multiple tasks effectively in a fast-paced environment, reducing response times. Implemented efficient multi-tasking strategies, boosting productivity and resolving customer inquiries with increased speed and accuracy.

Developed creative solutions to complex customer issues, improving first-contact resolution rates and fostering long-term client relationships.

Partnered with cross-functional teams to address systemic customer service challenges, contributing to overall department performance improvements.

Maintained meticulous records of customer interactions, enabling data-driven insights for service quality enhancements and personalized support.

Streamlined communication processes, reducing response times and enhancing customer satisfaction. Implemented efficient multi-tasking strategies for faster inquiry resolution. Developed creative solutions to complex customer issues, improving first-contact resolution rates. Partnered with cross- functional teams to address systemic service challenges. Fostered long-term client relationships through effective communication and problem-solving. Contributed to overall department performance improvements.

Handled multiple tasks effectively in a fast-paced environment. Ensured timely and appropriate responses to customer needs, boosting productivity and accuracy.

Streamlined communication processes, reducing response times and enhancing customer satisfaction. Developed creative solutions for complex issues.

Partnered with cross-functional teams to address systemic service challenges. Fostered long-term client relationships through effective problem-solving.

Maintained meticulous records of customer interactions, enabling data-driven insights for service quality enhancements and personalized support.

Implemented efficient multi-tasking strategies, boosting productivity and resolving customer inquiries with increased speed and accuracy.

Implemented precise accounting procedures, significantly reducing time spent on financial tasks while maintaining exceptional customer service standards.

Facilitated seamless team coordination, effectively mediating employee-customer disputes and enhancing overall workplace productivity and satisfaction.

Optimized daily accounting processes, enhancing financial accuracy while maintaining exceptional customer service standards as KFC Supervisor.

Fostered a cohesive team environment, mentoring new hires and mediating employee-customer disputes to maintain a positive workplace culture.

Streamlined daily accounting processes, improving accuracy and reducing time spent on financial tasks, while maintaining excellent customer service.

Empowered team members through comprehensive training programs, resulting in improved customer interactions and conflict resolution skills.

Implemented precise accounting procedures and communication protocols, ensuring financial accuracy and clear customer interactions.

Package Handler, Sep 2021 - Dec 2021

United Parcel Services, Concord, Ontario

Operations Supervisor, Jan 2022 - Present

United Parcel Services, Concord, Ontario

Clerical, Feb 2023 - Jan 2024

UPS, Concord, Ontario

Scanned and sorted packages with handheld scanners, ensuring precise processing and timely delivery. Loaded and unloaded packages into trucks, optimizing space and enhancing delivery efficiency. Adhered to safety standards in package handling, contributing to a secure work environment. Sorted packages by postal codes, streamlining the final distribution process for accuracy. Identified and corrected package information errors, ensuring accurate and reliable deliveries. Optimized package handling processes, significantly reducing sorting time and improving overall delivery efficiency for the UPS team.

Worked seamlessly with team members to load and unload delivery containers, fostering a cooperative environment and enhancing workflow.

Proposed and implemented improvements to package sorting methods, leading to measurable increases in productivity and accuracy.

Fostered a cooperative environment by working seamlessly with team members to efficiently load and unload delivery containers, enhancing workflow.

Lead cross-functional teams to optimize operations, achieving measurable efficiency gains. Develop creative solutions to complex logistical challenges, enhancing operational effectiveness. Mentor team members, fostering skill development and aligning goals with organizational objectives. Foster a culture of continuous improvement, empowering team members to contribute ideas and implement best practices for operational excellence.

Conduct in-depth analysis of key performance indicators, identifying discrepancies and implementing data-driven strategies for improvement.

Pioneered creative solutions to complex logistical challenges, enhancing operational effectiveness and customer satisfaction rates. Mentored team members, fostering skill development and aligning individual goals with UPS organizational objectives. Devise and implement creative solutions to complex logistical challenges, significantly improving operational effectiveness and customer satisfaction.

Spearhead innovative projects, driving team productivity and fostering a collaborative environment. Consistently deliver high- quality results ahead of deadlines.

Streamline clerical processes, implementing digital solutions that boost efficiency. Develop novel filing systems, reducing document retrieval time significantly.

Education

High School Diploma, 2011

St. Nicholas Adult High, Ottawa, Ontario

Skills

Microsoft Office(Experienced), SAP (Experienced), Metrix (Experienced), Apple Mobile Operating Systems (Experienced), French Creole (Expert), Spanish (Skillful), Interpersonal (Experienced), Organizational (Expert), Analytical (Expert), Decision Making (Expert).

Hobbies

In my free time, I enjoy reading, listening to music, and honing my cooking skills. Additional information

Experience, Apple Syncreon, Depot Technician

• Performed the responsibilities of an AppleCare Receiver as follows:

• Made visual mechanical inspections to determine whether the user's described issue with a device was caused by a defect in materials and workmanship, accidental damage or an unauthorized modification

• Complied with various documents

• Escalated issues related to the implementation and monitoring of the process to the local supplier quality engineer

• Performed the responsibilities required for Unauthorized Modification as follows:

• Ensured that the functionality and/or capabilities of devices were not altered.

• Performed internal and external inspections on the devices in search of third-party parts, missing components/capacitors on the logic board and flexes.

• Inspected the device in search of debris, corrosion of the device dock connectors and damages caused by liquid and other contaminants.

• Tested the functionality of Apple watches

• Shipped products to customers

Experience, Ingenico, Software Tester

• Thoroughly tested software and investigated potential defects

• Inspected search results for performance, reliability, bugs and other failures

• Logged and reported defects

• Communicated testing outcomes to the responsible personnel Experience, Metro Supermarket, Cashier

• Performed sales of goods and processed cash and credit/debit card transactions

• Responsible for the resolution of customer complaints

• Calculated total payments received during a time period and reconciled it with total sales

• Maintained clean and orderly check out stations

Manage high-volume data entry with precision, maintaining 99% accuracy. Coordinate cross-departmental communications, ensuring timely information flow.

Meticulously maintain records, ensuring compliance with company policies. Conduct thorough quality checks, identifying and rectifying discrepancies promptly.

Provide administrative backup during peak periods, alleviating team pressure. Mentor new hires on office procedures, accelerating their integration.

Experience, Spring Masters Canada, Sales/Field Worker

• Contacted prospective customers to promote products and services

• Responsible for the sale of products and services

• Ensured that customers were satisfied via follow-ups Experience, Digicel, Vieux-Fort, St. Lucia, WI, Customer Service Agent

• Communicated effectively and professionally with customers in order to understand their needs

• Ensured that customer needs were met in a timely fashion

• Provided the appropriate responses to customer inquiries and requests

• Worked effectively and multi-tasked in a fast paced environment Experience, Kentucky Fried Chicken (KFC), Vieux-Fort, St. Lucia, WI, Supervisor

• Performed accounting at specific intervals throughout the day

• Trained new hires

• Resolved any issues that may have risen between employees and irate customers

• Responsible for communicating effectively with customers making purchases Experience, Package Ha

Languages

Spanish (Highly proficient), French Creole (Native).

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