Customer Service Quality Assurance

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

Greenback, TN ***** email: ****************@*****.***

Cell: 865-***-****

Mary Ann Scott

Objective To obtain a position which not only utilizes the skills and technology I currently have but which also challenges me to develop new skills and think creatively and in a manner which requires me to challenge myself to learn and grow more professionally.

Experience

2/2011 – Current Fraen Machining Corp. Loudon, TN

* Quality Assurance Engineer

As Quality Assurance Engineer I was hired to develop and

Implement a quality system which was compliant with

ISO-TS 16949:2008 and complete registration audit to acquire

Certification. Certification was acquired in early December, 2011.

System was implemented from the manufacturing floor up

through Management. Quality manual and procedures written,

Quality Metrics were developed and are continuing to be

collected, evaluated and revised as deemed necessary. I am also

required to act as customer contact for quality concerns and

answer any and all customer complaints or concerns using the

8-D, 5-why corrective action system. I am also responsible for

preparing and submitting PPAP documentation and completing

all Gage R & R, Capabilities studies and statistical control studies.

I perform Internal Quality Audits in accordance with the schedule

prepared by our Corporate office in Reading, Massachusetts.

I am adept in the inspecti on techniques required to inspect

small precision parts. I am able to read and interpret prints,

and I am efficient in using most types of inspection tools

including micrometers, calipers, drop guage and electronic guage

indicators, profilometers, concentricity gauges, and optical

comparators.

11/2009 – 2/2011 Salvage Unlimited Maryville, TN

*Manager

Manager of retail salvage store dealing with Costco salvage goods.

Position included organizing store for optimum efficiency,

supervision of sales associates and staff, customer service,

inventory control and management, working as liaison between

store and 5 different Costco stores to coordinate shipments,

advertising and developing a customer base for large bulk

shipment procurements.

7/2008 – Current Scott Consulting Services Greenback, TN

• Owner/Consultant

• Provided technical assistance to companies seeking

Nadcap/Prime approvals in processing and fabricating.

The areas of consulting include chemical processing, non-destructive testing, aluminum heat treat and pyrometry and welding. Chemical processes include anodize, chemical film, passivation, prime and topcoats, solid film lube, zinc plating, cadmium plating with stress and embrittlement relief, zinc phosphate and electroless nickel. Non-destructive testing disciplines include liquid penetrant , magnetic particle inspection, eddy current and personnel certification. Welding includes GTAW and GMAW welding. Aluminum heat treat includes solution and aging, and pyrometry. I am also quite familiar with Quality System requirements.

Along with being familiar with the Nadcap process, I am familiar with several prime requirements. I have worked with primes such as Lockheed Martin, Boeing, Bell Helicopter, Sikorsky, Cessna and Gulfstream. I am acquainted with their electronic systems, material requirements and checklists. In my consulting, I spend a great deal of time educating clients of the importance of the checklists and ensuring they do a thorough pre-audit using the checklists as guidelines.

8/2002 – 7/2008 Pro Tech Metal Finishing, Inc. Vonore, TN

Co-Owner/Vice President of Quality Assurance

• Increased sales from $2.0 million to $4.0 million

• Developed quality processing system which completed Nadcap accreditation in Chemical Processing, Non-destructive testing, Aluminum Heat Treat and Quality Systems

• Managed 54 employees in multi-faceted metal processing company

• Handled A/R and A/P for company

• Developed process instructions for all chemical processing lines in house and trained employees in procedures. Developed solution analysis and testing procedures for all in house procedures and trained assistant in performing these tasks.

• Developed sound working knowledge of Military, AMS, ASTM processing specifications and standards as well as full working knowledge of many prime contractor specifications and standards including but not limited to Douglas Processing Specs, Lockheed Martin Aeronautical specifications, Sikorsky specifications, Bell Helicopter Textron specifications, Gulfstream specifications and many others including commercial standards such as GE and ES specifications.

• Developed program of calibration, calibration recall and accuracy checks for equipment used on line and in process inspection as well a final inspection.

• Developed and wrote quality control manual which was compliant and registered to ISO 9002 and Nadcap AC7004 (the equivalent of AS9100)

• Dealt with customer relations and problem solving when quality issues arose including root cause, preventive and corrective actions and training.

• Dealt with Prime contractors and handled all quality system audits including but not limited to Nadcap, Boeing, Lockheed Martin, Sikorsky, Bell Helicopter Textron, Cessna, Gulfstream, Eaton, Vickers and various others including customer audits.

• Retained and furthered Non-destructive testing certifications in Liquid Penetrant and Magnetic Particle Inspection and achieved In House Level III status for training and testing of Level II personnel.

1997 - 2002 Pro –Tech, Inc. Vonore, TN

Quality Assurance Manager

• Developed and implemented aerospace quality system

• Created, performed and charted all in house testing services

• Implemented training programs for employees in continuing improvement for company

• Wrote procedures for chemical processes

• Met with auditors and worked all non-conformance issues

• Answered customer technical questions and performed problem solving including NCR’s as necessary

• Created a program for use of computer generated job travelers and planners for job applications.

• Performed contract review and specification review on incoming jobs

• Achieved Level II certification in Liquid Penetrant and Magnetic Particle Inspection for aerospace industry.

1993 – 1997 Napa Auto Parts Lenoir City, TN

Sales/Auto Care Sales

• Customer service to incoming and walk in customers.

• Customer service in auto care center primarily for female customers

• Reconciling inventory orders to actual deliveries and returns

• Accounts Payable/Accounts Receivable

• Explaining services and making recommendation to customers

• Billing / computer sales

• Assisting technicians in obtaining parts as required

• Stocking shelves / inventory management and ordering

1991 – 1993 Pro-Tech, Inc. Maryville, TN

Office Manager

• Wrote up incoming job orders and data entry

• Prepared shipping documents for company

• General office duties included answering telephones, customer status, customer service and filing.

Education 1983 - 1987 University of Tennessee Knoxville, TN

• Took classes (part-time) while working on campus in financial aid office of the Law School focused on Business Administration

1976 – 1983 Maryville College Maryville, TN

* Took classes (part-time) while working on campus as Office Manager of Admissions Office and Resident Director in Men’s Athletic Dormitory

1974 – 1976 Hiwassee College Madisonville, TN

* Associate in Arts Degree in Pre-Med and Psychology

* Graduated Summa Cum Laude

* Member of Phi Theta Kappa

Interests Chime Choir Director at Pine Grove Church in Greenback, Tennessee, sports, horseback riding, reading, hiking and metal detecting

Note .After selling my company in July, 2008, I have taken time off to relax. At this point I am ready to go back to work to occupy my mind. I love people, a challenge and am very good at multi-tasking. I am willing to work part time or full time.

References: Personal and professional references available upon request.

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