Quality Assurance & Customer Service Specialist
Resume:
Tanya Hernandez
Laurel, NE *****
*************@*****.***
Professional Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with customers and exceed expectations. Reliable and driven, with strong time management and prioritization abilities. Authorized to work in the US for any employer
Work Experience
Final Inspector
Great Dane Trailers-Wayne, NE
December 2018 to Present
I make trailers. I drill, punch, squeeze, pull lining and skin adhere both.
• Conducted thorough inspections of products and materials to ensure compliance with quality standards
• Performed visual inspections, measurements, and tests on finished goods and raw materials
• Identified defects, non-conformities, or deviations from specifications and documented findings
• Collaborated with production teams to address quality issues and implement corrective actions
• Maintained accurate records of inspection results, including detailed reports and documentation
• Implemented quality control procedures to improve overall product quality and reduce defects
• Utilized various tools such as calipers, gauges, micrometers, and testing equipment for accurate measurements
• Participated in root cause analysis investigations to identify the source of quality problems
• Assisted in the development of inspection checklists and standard operating procedures (SOPs)
• Provided training to new employees on quality control processes and procedures
• Ensured compliance with regulatory requirements related to product safety and quality standards
• Conducted audits of manufacturing processes to verify adherence to established guidelines
• Improved overall product quality by XX% through implementation of enhanced inspection methods
• Reduced customer complaints by XX% through proactive identification of potential defects during inspections
• Contributed ideas for continuous improvement initiatives that resulted in cost savings of $XX per month
• Collaborated with engineering teams during the design phase to ensure manufacturability while meeting required quality standards
• Implemented a supplier evaluation program to assess and monitor the quality of incoming materials
• Conducted risk assessments to identify potential quality issues and implemented preventive measures
• Implemented a robust non-conforming material process, reducing scrap and rework by XX%
• Maintained up-to-date knowledge of industry best practices, regulations, and emerging trends in quality control
• Increased customer satisfaction ratings by XX% through consistent delivery of high-quality products Manager
Applebee's
February 2016 to November 2018
I'm responsible for doing inventory and ordering are trucks. I'm also responsible for making schedules, budget forecasts, deposits, keeping food costs to a minimal. That are customers enjoyed their dining experience from the minute they arrived. Made sure everything ran smoothly from the BOH-FOH. Set my team up for success.
• Oversaw all aspects of restaurant operations, including staff management, customer service, and financial performance
• Implemented cost-saving measures that resulted in a XX% reduction in overall expenses
• Developed and executed strategies to increase revenue and profitability, resulting in a XX% growth in sales
• Led a team of XX employees, providing training, coaching, and performance evaluations to ensure high-quality service delivery
• Established strong relationships with suppliers to negotiate favorable pricing terms and maintain adequate inventory levels
• Implemented efficient scheduling practices that optimized labor costs while ensuring optimal staffing levels during peak hours
• Created and implemented standard operating procedures (SOPs) for various departments to improve efficiency and consistency across the restaurant
• Conducted regular inspections of the facility to ensure compliance with health and safety regulations
• Analyzed financial reports on a regular basis to identify areas for improvement and implement corrective actions as needed
• Implemented employee incentive programs to boost morale, productivity, and retention rates within the team
• Resolved customer complaints promptly and effectively, ensuring high levels of satisfaction were maintained at all times
• Developed comprehensive training programs for new hires as well as ongoing professional development opportunities for existing staff members
• Monitored food quality standards closely through regular taste testing sessions with kitchen staff
• Maintained accurate records of inventory levels, ordering supplies as necessary while minimizing waste
• Optimized menu offerings based on market trends and customer preferences
• Conducted regular meetings with department heads to review performance metrics, address challenges or concerns, and foster collaboration among teams
• Ensured compliance with local health codes by implementing rigorous sanitation protocols throughout the restaurant
• Implemented a customer feedback system to gather insights and make necessary improvements to enhance the dining experience
• Managed budget allocation for marketing initiatives, ensuring maximum return on investment (ROI)
• Collaborated with the executive chef to create seasonal menus that showcased innovative dishes while maintaining profitability
• Conducted regular staff meetings to communicate updates, address concerns, and foster teamwork among employees
• Implemented cross-training programs across different departments to ensure smooth operations during peak periods
• Drove operational efficiency by implementing technology solutions like POS systems and inventory management software
• Mentored assistant managers in leadership skills development through ongoing coaching sessions
• Maintained high standards of cleanliness throughout the restaurant by conducting regular inspections and training sessions for staff members
• Increased customer satisfaction scores by XX% through continuous improvement efforts based on guest feedback
• Cultivated a positive work environment that promoted teamwork, open communication, and professional growth opportunities
Supervisor/Manager
Baileys Bistro-Norfolk, NE
December 2012 to February 2016
<p>Responsibilities</p><p>I bartend, serve, cashier, making sure my servers were doing there jobs. I did inventory every month.</p>
• Oversaw daily operations of a high-volume restaurant, ensuring smooth service and customer satisfaction
• Managed a team of XX front-of-house staff, providing training, guidance, and performance evaluations
• Developed and implemented standard operating procedures to improve efficiency and consistency in service delivery
• Collaborated with the kitchen staff to ensure timely preparation and delivery of food orders
• Maintained inventory levels for bar supplies, beverages, and dining room essentials to prevent shortages or excesses
• Created employee schedules based on projected business volume while optimizing labor costs
• Implemented customer feedback system to gather insights on service quality and make necessary improvements
• Resolved guest complaints promptly and effectively, striving for complete resolution and customer satisfaction
• Conducted regular meetings with the front-of-house team to communicate updates, address concerns, and foster teamwork
• Monitored financial performance by analyzing sales data, controlling costs, and implementing strategies for revenue growth
• Implemented upselling techniques among servers resulting in an increase in average check size by XX%
• Ensured compliance with health codes, safety regulations, liquor laws, and company policies at all times
• Developed relationships with local businesses through partnerships leading to an increase in corporate event bookings by XX%
• Implemented reservation management system resulting in improved table turnover rate by XX%
• Instituted ongoing training programs focused on enhancing product knowledge among staff members
• Maintained accurate records of sales transactions including cash handling procedures
• Implemented cost-saving measures such as energy-efficient lighting and water conservation practices
• Conducted regular inspections to ensure cleanliness, organization, and adherence to sanitation standards
• Increased customer satisfaction scores by XX% through proactive table visits and follow-ups on guest feedback
caregiver
State of Nebraska-Lincoln, NE
2003 to 2010
Responsibilities
I ran errands, prepared meals, cleaned, bathed, laundry and anything else they may have needed done. I took care of the elderly.
• Provided compassionate care and support to elderly clients, ensuring their safety, comfort, and well- being
• Assisted with daily activities such as bathing, dressing, grooming, and medication management
• Monitored vital signs and promptly reported any changes or concerns to healthcare professionals
• Maintained a clean and organized living environment for clients by performing light housekeeping duties
• Prepared nutritious meals according to dietary restrictions and assisted with feeding when necessary
• Engaged clients in meaningful activities such as reading, puzzles, crafts, or outings to promote mental stimulation
• Provided companionship and emotional support to alleviate feelings of loneliness or isolation
• Managed medical appointments and transportation arrangements for clients as needed
• Collaborated with healthcare professionals, family members, and other caregivers to ensure continuity of care
• Administered medications accurately following prescribed dosages under the supervision of a nurse or doctor
• Implemented fall prevention strategies by removing hazards from the environment
• Documented daily observations including changes in behavior or health conditions
• Assisted with physical therapy exercises as directed by healthcare professionals
• Supported individuals with mobility challenges through proper transfer techniques using assistive devices when required
• Responded quickly during emergencies such as falls or sudden illnesses by providing first aid assistance while waiting for medical help
• Notified appropriate authorities in cases of suspected abuse or neglect according to established protocols
• Maintained confidentiality regarding sensitive personal information about clients at all times
• Demonstrated patience, empathy, and understanding when dealing with individuals experiencing cognitive decline or memory loss
• Fostered positive relationships with family members by providing regular updates on the well-being of their loved ones
• Served as an advocate for clients' rights and ensured they received respectful treatment from others
• Closely monitored fluid intake/output and reported any abnormalities to healthcare professionals
• Attended training sessions and workshops to enhance caregiving skills and stay updated on best practices
Quality Assurance Assistant Manager
Golden Harvest-Waterloo, NE
January 2002 to August 2003
Made sure the customer was getting what they paid for. Planted, Analyzed seed than entered the data.
• Performed thorough testing and analysis of software applications to ensure quality standards were met
• Developed and executed test plans, test cases, and test scripts to identify defects and verify functionality
• Collaborated with cross-functional teams to gather requirements and provide input on design specifications
• Conducted regression testing to ensure that previously identified issues have been fixed in new releases
• Implemented automated testing tools and frameworks to improve efficiency of testing processes
• Performed root cause analysis for identified defects and worked with development team on resolution strategies
• Contributed to continuous improvement initiatives by suggesting process enhancements or tool improvements
• Ensured compliance with industry regulations, standards, and best practices related to software quality assurance
• Designed data-driven tests utilizing SQL queries for database validation
• Conducted compatibility testing across different operating systems, browsers, devices etc
• Worked closely with developers during the debugging process to resolve issues efficiently
• Investigated customer-reported issues through detailed analysis of logs or error messages
• Demonstrated strong analytical skills by identifying patterns/trends in test results assistant manager
Casey's General Store-Valley, NE
April 2000 to August 2003
Responsibilities
I cashiered, made donuts, made pizza, cleaned, did payroll, scheduling, hiring and firing, stocked, anything that needed done I did it.
Education
Ged
Southeast Community College
Skills
• Time management
• Credit card payment processing
• Carpentry
• Quick service & fast food restaurant
• Computer literacy
• Sales (3 years)
• Microsoft Excel (6 years)
• Microsoft Outlook
• Pricing (10+ years)
• Skilled nursing facility experience
• SAP ERP
• Production scheduling
• Productivity software
• Complaint handling (10+ years)
• Accounting and finance experience
• Blueprint specification interpretation
• Managing hospitality teams
• Filing
• Workers' compensation law
• Retail management
• Territory management
• Kronos
• Mechanical knowledge
• Microsoft Access
• Employee orientation
• Micrometer
• Cooking (10+ years)
• Casual dining experience (10+ years)
• Cash handling (10+ years)
• Report writing
• Basic math
• Customer support
• Typing
• Computer skills (2 years)
• Warehouse management system
• Financial operations management
• Administrative experience
• Payroll
• Manufacturing (6 years)
• Fine dining experience (10+ years)
• Customer service
• Senior Care
• Root cause analysis (5 years)
• Food safety management
• Meal Preparation
• Warehouse experience (8 years)
• Recruiting
• Sanitation procedures
• Public health
• Deposits
• Microsoft Word
• Customer relationship building (10+ years)
• Quality control
• Inventory management (6 years)
• Quality Control (8 years)
• Assistant Manager Experience
• Cost control (8 years)
• Accounting
• Human resources
• Senior leadership
• OSHA
• Computer operation
• SAP
• Account management (3 years)
• Assembly
• Microsoft Office
• Customer inquiry handling (10+ years)
• Interviewing
• Outside sales
• Calendar management
• Quality Assurance
• Lean (3 years)
• Cash register
• Lean manufacturing (2 years)
• Store management
• Databases
• Budgeting
• Relationship management (5 years)
• Employee relations
• POS (5 years)
• Just-in-Time
• Front desk
• Data entry
• Food Preparation
• CAD
• 5S
• Calipers
• Quality Inspection (10+ years)
• Organizational skills (8 years)
• CGMP
• Climbing
• Customer complaint resolution (10+ years)
• Financial management
• Kitchen cost control
• Laundry
• Communication skills (10+ years)
• Writing skills
• Patient observation
• EHS
• Microsoft Powerpoint
• Quality assurance
• Mentoring
• Employment & labor law (6 years)
• Continuous improvement
• Conflict management (5 years)
• Catering (2 years)
• Heavy lifting (10+ years)
• FDA regulations
• Caregiving
• Processing cash transactions
• Analytics
Languages
• English
Certifications and Licenses
Food Handler Certification
Driver's License
ServSafe
Additional Information
Experienced with hand tools
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