Quality Assurance Manager

Tony T. Allen Jr.

*** ******** ***** *****

Whitsett, NC 27377

Residence: 336-***-****

Email: ********@*****.***

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Profile: A highly motivated, hands on effective individual experienced in continuous improvement and

management with specialties encompassing call center, manufacturing, and health care management industries,

seeking to utilize and share my talents in long-term career with an established company to remove waste and

improve processes that result in cost reduction, strengthened relationships and increased revenue. Proven

strengths include: problem solving, production management, staff development, creative resolution of customer

needs, system specifications development, system test coordination, and effective auditing for compliance and

continuous improvement. I have over 15 years in management with an overall 30 years in quality assurance and control, interpersonal skills, and business management.

Education/Training: - Attending University of Phoenix Bachelor of Science Business Management - 2010

- Mechanical Engineering Technology, Penn Foster – Scranton, PA, 1987

- Quality Management (30+ years)

- Senior Member of The American Society for Quality

- Six Sigma Black Belt

- Lean Manufacturing

- ISO 9000 Systems Auditor

- Instructor, U.S. Navy, Department of Defense

Talent Highlights:

• Management of direct staff of supervisors, analysts, and auditors comprising 43 total employees

• Able to give inspiration to corporate vision

• Provide for an excellent atmosphere of teamwork with focusing the corporate objectives and meeting organizational requirements

• Excellent communication, writing, and project management skills

• Proficient with computer literate such as: Microsoft Office, Microsoft Project, Visio, ProAptive, Minitab, J.D. Edwards (MRP), Filemaker, e-Talk Superview / Recorder / Qfiniti, working knowledge of HTML, Behavioral

Analytics (eLoyalty), Internet and general operation/repair knowledge of personal computers. From Health care experience, knowledge and operations of various product platforms and associated systems (UNET, COSMOS, PRIME, IDT, iBAAG, KL, UFE, WAND, CES, Care Coordination, to name a few)

• Controlling and maintaining budget

• Training, coaching and mentoring 2 operation managers, 10 support staff, and 300+ operators/customer care representatives to meet goals

• Effective motivator with empowering employees to achieve individual and company goals – making the best professional team

• Development of standardized internal and external procedures, conducting auditing for assurance of execution through continuous improvement in obtaining center maximum profitability and effectiveness

Professional Experience:

- Created measurement system (balanced scorecards and 5 STAR compliance) that provided organization and structure to conduct work safely, effectively and efficiently

- Implemented system that recorded opportunity for improvement through data collection, analysis and understanding of processes

- Established standardized meetings with focus agenda that provided for activity based results in order to run and grow the business

- Reduced employee base by 10%; reduced vendor costs by 12%; reduced scrap rate by 15%

- Improved 50% suppliers on-time delivery through supplier assessment and improvement task force

- Developed coaching model, delivery of “interactive” coaching sessions and of a new hire assessment/certification process; with improving effectiveness/efficiencies with a dysfunctional Quality staff

- Improved Quality performance directly resulted in an increase in customer satisfaction which resulted in 100% growth of new business into all three Service Centers within 2 years

- Founding member of Quality Councils and developed Quality program for education that provided for successful customer experience with all care professionals and management teams

- Utilized Six Sigma tools and developed an Opportunity Intervention Call Back Process. Process identified as company best practice with corrective and preventative processes

- Six Sigma Black Belt Coach. Provided guidance to 2 Six Sigma Teams. Reduced average hold and talk times to effectively reduce overall average call time; resulting in reduction of labor costs and provided revenue to deliver new products through improved customer representative skills.

. - Planned and delivered 2 companies without a quality management system to full registration and

certification to ISO 9001 standards

- Developed and provided customized technical product support to internal and external customers that supported marketing strategy and strengthened partnerships through enhanced process and product improvements

- Led Six Sigma Teams in the application of DMAIC to improve product output, resulting in increased product availability and growth of 4 new company products. This project forecasted $8 million in annual sales

- Conducted process capability study for the start-up of a new milling / boring machinery. Process validated to perform at a level exceeding 5.6 Sigma with continued internal audits to ensure adherence to ISO Standards and Company policies

- Utilized failure analysis and reduced warranty rate by 50%; resulting in an increase of product life and revenues generated from product reliability. Failure rate sustained at 2–3% annually

- Restructured division on product-line basis generating an additional 5% gross margin, reduced inventory $2 million, increased profits by $2.3 million in 2 years operation.

- Instituted Quality Training System and Program curriculum adopted across U.S. Naval

Submarine Base facility’s that were employed as a functional Trident Refit Facility

Position History Summary:

June 2008 to Liquip International – Beta Fluid Systems

May 2010 Reidsville, NC

Manager, Quality Assurance

Integrated quality assurance to 140 employee based small business through Quality Management

System. Lean Six Sigma, training, individual and team building, and senior executive management and

leadership team business development provided the foundation of the company’s success. Some

customer’s include: DCMA (Federal Government Product and Process Auditors), Accenture, Shell

Canada, Landmark, U.S. Airways, Petrobras (Brazil), U.S. Air Force, U.S. Army, Delta Airlines,

Washington-Dulles and Hartsfield-Jackson Atlanta International Airports.

October 2002 to UnitedHealth Group – Uniprise Division

June 2008 Greensboro, NC.

Manager, Service Quality and Transaction

Provide leadership and guidance for a staff of 35 quality analysts, 2 supervisors, and 2 process improvement analysts. Responsible for monitoring, evaluating and coaching of approximately 900 Customer Care Professionals in 6 different call centers – Greensboro NC, Utica NY, Kingston NY, Knoxville and Kingston, TN, and Moline, IL.

July 1991 to Engine Systems Company – GE Power Systems Company

October 2002 Latham, NY

Manager – Quality and Technical Services

Provided leadership and guidance for a staff of 6 Quality Auditors, 1 Quality Supervisor, and 2

Warranty Technicians at a 150 employee facility. Responsible for monitoring, evaluating, coaching, and

overall execution and maintenance of the Quality Program at 2 different sites. Products included

turbochargers and equivalent engine and engine components. Duties also included continuous quality

inspection, performance monitoring and warranty resolution.

Jan. 1986 to Naval Submarine Base – Department of Defense; United State Navy

June 1991 Silverdale, WA.

Quality Instructor

Designed, implemented and maintained training program for nuclear, non-nuclear and diving operations

at the Naval Submarine Base. Over 2,500 employees trained at various levels form controlled material handling to diving expert operations. Provided leadership and guidance to a staff of 6 Quality Instructors, 10 Quality Specialists, and 12 Quality Inspectors.

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