Customer Service Engineer

Allison Cooke

**** ******* ********* ( Pensacola, Florida 32534

850-***-**** (cell) 850-***-**** (work) ( q28i12@r.postjobfree.com

PROFILE

I am seeking a challenging position where I can effectively utilize my

expertise in continuous improvement and engineering. A team player also

possessing strong managerial abilities. A skilled, detail oriented

professional with capabilities in problem solving, quality, continuous

improvement and overall customer service.

PROFESSIONAL EXPERIENCE

Ascend Performance Materials (12/11-present) Manufacturing Engineer

Pensacola, Florida

. Troubleshoot the polymer batch production process and analyze process

upsets.

. Reduce defects such as black specks that occur in pellet/flake

production.

. Responsible for ensuring that the batch process runs within quality

specification.

. Update work instructions and procedures as needed.

. Work with other departments to mitigate product contamination.

. Track and report on critical performance metrics.

. Use Root Cause Analysis to prevent breakdown recurrences.

. Collaborate with maintenance to increase machine uptime.

. Use SAP CRM to record the findings, root cause and corrective actions for

customer complaints.

. Utilize the 8D corrective action process to resolve customer complaints

related to non conforming parts.

. Perform monthly OEE and Ppk reporting.

. Use the Sample Manager-LIMS application to review in process and pack-out

quality data.

Antigua Distillery Limited (10/04-11/11) Continuous Improvement

Coordinator Antigua, West Indies

. Reduce defects/scrap in bottle forming stage and sustained satisfactory

OEE levels.

. Written technical proposals for various manufacturing projects, training

programs and equipment.

. Use Root Cause Analysis to troubleshoot process disruptions.

. Interface with various levels within the organization to address quality

issues.

. Support investigations and implement corrective actions as a result of

customer complaints and product defects.

. Act as company-wide internal consultant and internal quality auditor for

HACCP certification.

. Ensure that all SOP's, logsheets and procedures are being followed.

. Ensure that warehouse stock levels are accurate, receiving is performed

and delivery times are adhered to.

. Serve on TQM team to launch decisions to streamline efficiency and reduce

bottlenecks.

. Develop employees for career advancement and design career paths for

employees' self and professional development.

. Use Sage ACCPAC business solutions for inventory control of raw

materials, CRM, POS and other vertical solutions.

. Ensure that packaging procedure is in compliance to SOP's.

. Use Lean principles and Six Sigma to reach optimum quality and

performance.

. Ensure that Overall Equipment Effectiveness (OEE) is implemented

throughout the facility.

. Liaise with equipment suppliers to ensure that correct machine parts are

received.

. Responsible for writing proposals for grant funding for the improvement

of processes throughout the businesses.

. Designated cultural change agent to initiate and enforce new methods to

meet world class standards.

. Ensure the meeting of market needs based on the company's demand

scheduling forecast.

. Perform duties of a Customer Service Manager, implementing customer

service initiatives.

. Perform purchasing duties occasionally, including reorder reports and

liaising with suppliers.

***ANTIGUA, WEST INDIES***

Temporary Employment History While Seeking Permanent Career Employment

Caribbean Leisure Marketing, Ltd (6/04-9/04) Production Manager

Antigua, West Indies

. Responsible for the operations of the production floor, managing over 20

employees.

. Motivated employees and implemented incentive programs.

. Created a performance management system to evaluate employees'

productivity.

. Performed training on telemarketing for new employees.

. Collaborated with managing partners to create solutions for peak

performance.

Pineapple Hotel (10/03-1/04) Consultant Antigua, West

Indies

. Performed a comprehensive analysis on data for the reconciliation of

fixed assets.

. Conducted comparative pricing in order to decrease the deficit by over

$400K owed to acquiring company.

. Evaluated the inventories performed by both parties to detect any

discrepancies in the data.

Cassava Enterprises (05/01-08/03) Risk Management Supervisor

Antigua, West Indies

. Responsible for daily applications including a negative database to

pinpoint and proactively prevent fraudulent activity.

. Analyzed methods to prevent potential money laundering among members.

. Introduced new e-payment methods for clients and analyzed chargeback

risks.

. Responsible for authorizing disbursement of winnings to members.

. Supervised individuals on projects that minimize fraudulent activity.

. Performed quality assurance checks to improve process efficiency.

United States Employment History

Steuben-[Division of Corning, Inc.] (9/00-2/01) Customer Prospecting

Supervisor New York, New York

Temporary Position

. Responsible for performing prospecting of new clientele and attend to

major accounts.

. Devised new ideas and developed a database to keenly tract customer

accounts.

. Ensured revenue growth by monitoring Key Performance Indicators (KPI's)

to meet sales targets.

. Enhanced existing customer relationships to promote productivity and

customer satisfaction.

. Developed initiatives for new promotional marketing campaigns.

Engelhard Corporation (10/99-7/00) Process Engineer

Peekskill, New York

. Supervised and mentored interns on project for reactor scale-up.

. Tracked project status with Gantt charts using Microsoft Project.

. Interfaced with vendors to install new equipment for reactors.

. Served on a safety team to reduce loss time.

. Responsible for writing capital authorization requests for appropriation

of funds.

Corning Incorporated (9/98-9/99) Process Engineer

Corning, New York

. Reduced contour/shrinkage issues by implementing more efficient

monitoring techniques for incoming raw materials, kiln temperatures and

batch water levels.

. Minimized defects in ceramic filter substrates such as cracks, chips,

blisters and fissures.

. Provide overall support to reduce customer complaints and improve

external customer relationships.

. Managed a quality systems team to develop and maintain working knowledge

of SOP's, machine documents and manufacturing specifications by the March

31st deadline.

. Collaborated with direct reports and colleagues to complete all

assignments by deadline.

. Assisted and readily engaged myself where necessary to promote team

unity.

. Lead weekly meetings to update team and track daily progress.

"Allison came into the middle of a project, quickly figured out what was

going on, and took off running! She suggested different approaches and

tried new methods to increase our chance of success." Excerpt from

Corning's Performance Review, 1999

EDUCATION

The City College of New York (1994-1998)

Bachelor's of Engineering in Chemical Engineering, Cum Laude 3.313 GPA

INTERESTS/AFFILIATIONS

NSBE alumni member . church . tennis .billiards. volleyball. crossword

puzzles. scrabble. racquetball . songwriting .Ronald McDonald House

volunteer

FEATURES

New York Times, May 24, 1998 . Star Gazette in Corning, New York,

December 1998

References are available upon request.

Contact this candidate