Customer Service Quality
Resume:
Tonia B. Nelson
Hixson, TN 37343
Mobile: 706-***-****
Email: ************@*****.***
OBJECTIVE: To employ my analytical, prioritizing, organization, decision making and time management skills to help a successful company meet and exceed objectives
QUALIFICATIONS
• Accustomed to working in fast paced environments with the ability to think quickly and successfully handle difficult people.
• Excellent interpersonal skills, ability to work well with others both in supervisory or support staff roles.
• Experienced in staff training and development
• Experience manager with expertise in human relations
• Excellent written and verbal communication skills
• Ability to multitask in handling day to day operations of district office of 500+ offenders, 10
employees and supervise an average caseload of 50 offenders
• In-depth ability to gather data, compile information, and prepare reports
• Working knowledge SAP, TEVON and KPM-HALLE
EDUCATION
May 1993 Bachelor of Science, Education; Mississippi State University
June 2005 Associates of Arts, Biblical Studies; North Carolina School of Theology
EMPLOYMENT
7/18/2011- Present Supplier Quality Technician/ QA Purchased Parts
Volkswagen Group of America, contracted with ATCO
Industries
Analyze supplier issues at the production line and established strategies in order to resolve the issues in the quickest time possible. Monitored all supplier related product issues on BA2, BA4, and front end. Investigate and conducted quality control activities to prevent encountering any problems which would result in delays in production. Performed corrective actions required in compliance with the quality standards pursued by the supplier quality engineer. Effectively communicate closely with Supplier Quality Engineers, Supplier Quality Technicians, VW Quality, Production, Logistics, Third Party Containment Companies and Supplier to coordinate supplier quality issue until resolve. Follow protocol for containment and initiating of Volkswagen Product Inspection Notification (VPIN), KPM-Halle and Firewalls. Monitor supplier responsible Non Conformance product on BA0, BA1, BA2 and BA4 scrap tables. Follow up on Supplier related FIS issues. Experience with all of Zone 1, Zone 2 and Front End Purchased Parts.
6/6/2011 - 7/15/2011 Field Administrator / QA Purchased Parts
Volkswagen Group of America, contracted with ATCO
Industries
Qualified suspected non-conformance materials were good according to VW’s quality standards.
Assisted in training of inspectors on active jobs and writing work instructions. Ensured all work activities performed by inspectors complied with the VW quality standards.
Supervised the flow of material in and out of containment area to prevent line stoppages. Contained suspected material to prevent material from being used in production.
12/2010 - 6/5/2011 Security Officer/EOC Officer
Volkswagen Group of America, contracted with Walden
Security
Building Rover responsible for maintaining security inside VWGOA
POST Security for special projects, Monitoring CCTV with excellent ability to detect problems/ responded to alarms and report incidents to appropriate personnel. Made appropriate identification for employees and contract worked.
11/2005 - 7/31/2010 GEORGIA BOARD OF PARDONS AND PAROLE
Assistant Chief Parole Officer
Adairsville Parole Office, 7/8/2009-7/31/2010
Dalton Parole Office, 11/2005-7/7/2009
Senior Parole Officer, 4/2001-11/2005
Assist the Chief Parole Officer in managing all parole related activities in assigned district. Supervised all professional and clerical staff in the district, including those assigned to any separate sub- offices. Responsible for hiring, training, assignment of tasks, coordination of work between unit and other agencies, public relations, and office administration. Supervised a case load parolees by providing a case plan and classifying for purpose of tailoring each individual. Conducted interviews with parolees, family members, referral counselor & law enforcement personnel to determine compliance with parole conditions. Investigated allegations of parole violations to include both technical and criminal elements. Requested & serve warrants as the situation dictated. Completed supervision reports.
1/2001- 4/2001 Counselor, Hays State Prison
Managed a caseload of offenders, reviewed files & developed individualized program plans.
Provided counseling to modify offender’s behavior & attitudes to reduce negative behavior.
Helped offenders adjust to correctional environment.
Completed reports such as parole reviews summaries, security review & need assessment programs. Investigated and processed grievance in a timely manner.
4/1996 - 1/2001 Correctional Officer, Hays State Prison
Supervised, monitored & controlled inmate movement
Insured accountability roster for all detail assignments were correct.
Callout of all details, prepared out counts and count sheets for official counts.
Member of the Tactical Squad from Dec 1996 to May 1999.
10/1995 - 4/1996 Youth Correctional Officer, Dalton RYDC
Supervised youth offenders, maintained order, monitored & controlled youth movement.
Processed youth for intake.
MANAGEMENT TRAINING
Carl Vinson Institute of Government New Manager Training
Georgia Leadership Institution Pre-Supervisory Development Training
CERTIFICATIONS
P.O.S.T. Certified Correctional Officer
P.O.S.T. Certified Communications Officer
P.O.S.T. Certified Parole Officer
P.O.S.T. Certified General Instructor
P.O.S.T. Certified Specialized Defensive Tactics Instructor
Law Enforcement Crisis Intervention Team
Moral Reconation Therapy Instructor
State of TN Unarmed Guard
CPR and AED Certified
SPECIAL ASSIGNMENTS, HONORS and AWARDS
• Post Security for the Southeastern Bomb Task Force, Andrews, NC
• GEMA Walker County Tri-State Crematory Recovery Operations, Walker County, GA
• 2004 G-8 Summit Venue Security, St Simmons Island, GA
• 2008 Southeast Regional Fugitive Task Force, Certificate of Appreciation US Marshal Service- Operation Falcon
• Governor’s Commendation of Excellence in Customer Service Award- Project Destiny
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