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Customer Service Quality

Eden, NC, 27288
August 15, 2012

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Wm. Keith Mabe

*** ********* ****, ****, *.C. ***88• 336-***-**** H • 336-***-**** C •

Customer Quality Assurance Professional with extensive domestic and international experience in customer service quality control, field service engineering and manufacturing roles. Proven ability to enhance customer service relations and improve quality, manufacturing processes, enhance productivity, performance, profitability. A demonstrated track record of raising efficiencies and increasing quality while reducing rejects and nonconforming products while reducing costs.

Expertise Includes:

Instrumentation Design / Function Total Quality Management Production Analysis

HVAC Systems Product Improvement Supplier Evaluation

Compressors/Condensers Field Service Support ISO 9000 Quality Standards

Customer Development APQP, TS 16949, PPAP TQM PFMEA, DFMEA, FMEA, CPM Supplier Improvement Failure Analysis Evaluation Warranty / Litigation Liaison


Problem solver, able to anticipate issues and initiate expedient solutions as required with minimum supervision.

Well organized and results-oriented individual with strong leadership capabilities.

Ability to work with suppliers on design changes and work with engineers parts meeting or exceeding requirements.

Superior negotiation skills and ability to collaborate within the terms of business law relative to the development cost reductions and manufacturing changes to reduce cost while maintaining high quality standards.

Professional leadership in working with the customer in warranty disputes and resolving warranty and manufacturing issues or concerns.

Professional Synopsis

Consultant to Manufacturing Firms September 04, 2010 to Present

Provide quality improvements to manufacturing plants and make suggestions on quality tools to insure consistent quality.

Review manufacturing practices and make suggestions on LEAN manufacturing ideas to improve efficiency.

Inspect incoming quality processes and procedures and make suggestions as to incoming quality inspection improvements and tools to better catch defective incoming parts or components.

Develop programs and processes to improve the manufacturing process and quality output.

North Carolina Real Estate Broker March 31, 2006 to Present

Assist clients in the listing and or purchasing of a new or used home in accordance to North Carolina Real Estate Law.

Work with commercial clients on vacant land and vacant buildings on possible relocating to the area.

Morgan Mechanical Contractors INC. Eden, North Carolina

General Manager Mr. Rooter Plumbing & Mr. Electric July 03, 2006 to September 03, 2010

Started Mr. Rooter and Mr. Electric from the ground up to become profitable business units.

Schedule daily work for technicians and coordinate equipment and manpower.

Trained employees and reviewed all the safety procedures and methods weekly.

Train Customer Service Reps on handing issues and concerns and putting the customer first.

Provide job quotes on potential jobs working off of blueprints and manufacturing specifications and installation drawings.

Exceeding Customer Expectations is the goal we set and we exceeded our goal.

Volvo Trucks North America Greensboro, North Carolina

Sr. Supplier Quality Assurance Engineer June 28, 1998 to July 23, 2006

Investigate quality concerns to determine AOR and work with the suppliers on corrective actions and other steps to resolve the quality concern in a timely manner.

Assist the supplier in pre-launch products, root cause issues, PFMEA, manufacturing processes, quality systems, and process improvements for cost reductions.

Obtain supplier quality performance data, delivery data, process supplier scorecards, and develop a report for management to review.

Responsible for notifying management and manufacturing on possible quality issues and work with the suppliers on containment plan and be the contact person through out the quality concern until the concern is corrected.

Work with purchasing to make sure that the correct material is ordered and verify availability on landed date at manufacturing site monitor production to insure no manufacturing down time.

Review supplier scorecards and conduct supplier visits and audits on quality performance and proper manufacturing practices and documentation.

Procter & Gamble Brown Summit, North Carolina

Maintenance Technician March 02, 1995 to June 12, 1998

Installed and repaired electrical systems, apparatus and electrical and electronic components of industrial machinery and equipment.

Volvo Heavy Truck Corporation Greensboro, North Carolina

Field Service Engineer December 05, 1983 to July 18, 1994

Investigated field issues and resolved customer concerns.

Evaluated Field Service issues and recommended resolutions to satisfy the customer and the company.

Built strong customer relations with our customer base and manufacturing plant.

Negotiated warranty and defective parts issues with the customer and informed the supplier or manufacturing plant as to why we had the issue and how this will be prevented in the future.

Wrote, service instructions and diagnosis procedures for HVAC and electronic systems and components.

Recommended many design and test methods for attaining customer-specified operational reliability.

Served as a Training Instructor in the areas of electrical, electronics, and HVAC systems and components.

Developed and implemented a new training format providing more comprehensive training program at a reduced cost to the company.

Served as a negotiator and liaison between manufacturing and product design over many product liability litigations.

Education/Professional Development

Certificate of Completion – Total Quality Management (TQM) – Volvo Truck Corp. /Zenger-Miller

Dec. 15, 1998

Six Sigma – Basic Training and Implementation of Process Improvement Teams – Volvo Truck Corp

April 25, 1999

NC State University Raleigh, NC

Certificate in LEAN Manufacturing Aug. 30, 1999

Guilford Technical Community College Greensboro, North Carolina

Certificate in Hydraulics, Pneumatics, and Industrial Electrical Systems Sept. 18, 1996

NC A & T State University Greensboro, NC

Industrial Engineering 1986.

Rockingham Community College Wentworth, North Carolina

Associates in Electronics and Electromechanical Technology 1982


I was noticed and presented with the 2005 VOLVO QUALITY AWARD for changing suppliers on a critical component and exceeding expectations and reducing cost, increasing quality without interruptions to manufacturing.

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