Analyst
Resume:
MICHELLE A. KRUSE
W**** Eastern Avenue
Fort Atkinson, Wisconsin 53538
********.*****@*****.***
Summary of Experience
Over 20 years of food service and manufacturing industry experience. Background as Quality Auditor, Customer Quality, and Warranty Analyst. Proficient in factory operations including assembly, inspection, cost reduction, process improvements, and reporting. Extensive knowledge of Microsoft Office, SAP, SAS, Access, and Oracle.
1995 to
Present Briggs & Stratton Home Power Products, Jefferson, Wisconsin
A division of Briggs & Stratton Corporation that is the leading designer, manufacturer and marketer of portable generators and pressure washers in North America.
2004
to
Present Warranty Analyst (Dual Role): Responsible to Quality Manager for warranty claim processing, preparing, analyzing failure reports, and warranty reduction projects.
• Reviewed and processed claims within warranty policy guidelines.
Result: Reduced number of approved warranty claims by 3500 or over 40% in one year.
• Investigated, resolved and responded to service center and customer inquiries regarding claims or repairs via phone calls, faxes, letters and emails.
Result: Satisfied average of 50 inquiries per week.
• Prepared reports containing pareto analysis of part failures to work with engineering and suppliers to develop part improvements and design changes. Result: Reduced warranty costs by $900,000.
• Analyzed and prepared reports on return goods and customer feedback data to investigate and identify root cause of external failures. Result: Communicated results to Business Units and Engineering to eliminate and prevent issues in current and new product lines.
• Identified warranty trends and recommended new model warranty conditions and terms. Result: Provided Sales and Marketing with updated knowledge to appropriately make adjustments to contracts in best interest of company.
• Collaborated with engineering, purchasing, customer service, return goods center, repair centers, suppliers and customers to implement corrective actions through service bulletins.
• Recovered costs associated with field failures from supplier related issues.
Result: Generated an average of $380,000 per year.
• Provided Director of Product Compliance with pre-pro through production history of products including warranty and return failures in support of product liability issues. Result: Produced below budget expenses by up to 42% per year.
2008
to
Present Customer Quality-Home Standby Product (Dual Role): Responsible to Quality Manager for continuously striving to improve products, processes, and home standby customer relationships.
• Managed prioritization, investigation, analysis, corrective action, 'message' development, and communication (both internal and external) around issues involving major Customers and/or broad product quality field issues. Result: Reduced internal and external Customer frustration and increased efficiency, effectiveness, and timely responsiveness.
2002
to
2004 Quality Auditor II Receiving Dock: Responsible to Quality Manager for supervising all receiving activities and developing, documenting, and implementing Receiving Inspection Training Program.
• Implemented procedures to increase flow of material out of inspection, into inventory, and reach production in a timely manner. Result: Met requirements for ISO 9001 certification.
• Developed and implemented methodologies to have consistent handling and flow of material in and out of non-conformance area. Result: Increased quality auditor’s efficiency by 20%.
• Tracked frequent errors, set plan for reduction and elimination of errors, and implemented procedural changes to meet requirements of plan. Result: Established work instructions, training program, and training matrix for Receiving Department.
1999
to
2002 Quality Auditor II Production Lines / Support Departments: Responsible to Quality Manager for problem-solving and process improvement initiatives in operations and production and training and scheduling work activity for auditors.
• Produced performance metrics and assisted in team initiatives to improve performance. Result: Applied statistical data to manufacturing operations, improving efficiency and effectivity
• Created procedures and corrective actions to recommend improvements to products or processes. Result: Simplified system for feedback and suggestions.
• Identified and controlled non-conforming material return authorization back to suppliers. Result: Increased knowledge in functional use of various inspection gages and instruments.
1995
to
1999 Quality Auditor of Production Lines & Support Departments: Responsible to Quality Manager for routine inspections and auditing to ensure quality based on standards and requirements.
• Worked from blueprints, ECNs (engineering change notices), and documented procedures.
• Performed troubleshooting on supplier and manufacturing problems.
Result: Resolved issues and learned to communicate and listen effectively, and gained ability to act as liaison between disciplines.
• Created deviations, rework instructions, control plans and inspection plans.
1995 Assembler Production Lines (Generators & Pressure Washers): Responsible to Manufacturing Supervisor for general inspection and assembly.
• Assembled electrical and mechanical parts; performed testing, troubleshooting and minor repairs. Result: Increased knowledge of products and customer base.
Prior to
1995 Held positions of responsibility as:
Manager in Training, McDonald’s, Fort Atkinson, Wisconsin
Cosmetologist, Lake Country Hair Design, Oconomowoc, Wisconsin
Manager, J&J’s Depot, Lake Mills, Wisconsin
Education: Currently attending Cardinal Stritch University, Milwaukee, Wisconsin
1 semester until completion of Bachelor of Science Degree in Business Management
Associate Degree of Science with concentration in Business, Cardinal Stritch University, Milwaukee, Wisconsin, 2004
Associate Degree of Cosmetology/Barbering Arts & Science, IBA Cosmetology School,
Madison, Wisconsin, 1991
Training: Basic Financial Concepts for Non-Accountants
Responsible Communication / Leadership
Identify & Prevent Harassment in Workplace
Advanced Geometric Dimensioning & Tolerancing
Performance Management System
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