Customer Service Quality Assurance

Marcus E Long

**** ******** ***** *********, ** *8214

704-***-**** (Home)

704-***-**** (Mobile)

SUMMARY:

A results oriented professional with over 10 years of experience in combining assertive insight and effective solutions to accomplish organizational goals. A proven leader committed to organizational progression and personal integrity with demonstrated success in the following areas:

Quality Assurance, Manufacturing Operations, Safety Management, Process Improvement,

Food Safety Management, Personnel Management, Customer Service and Sales.

ADDITIONAL KEY SKILLS & EXPERTISE:

HCAAP Certified, USDA Facility Liaison, OSHA Regulations Advisor, Waste & Sanitation Manager, Preventive Maintenance Program Coordinator, Truck/Carrier Inspector, Fork-Lift/Pallet Jack Trainer.

PROFESSIONAL EXPERIENCE:

2007 to CAMBRIA USA – Charlotte, NC

2009 Quality Assurance / Safety Manager

• Key Accomplishments:

o Consistently achieved highest level of quality as measured by percentage of remakes

o Development and implementation of policies and procedures to maintain consistency in producing high quality products and services

• Overall management of key performance indicators - safety and quality initiatives. Overall management of quality control initiatives and operations. Collaboration with production and operations to deliver high quality quartz counter-tops that meet or exceed defined expectations and to ensure workplace safety. Continuously provide ongoing training involving Root Cause Analysis. Lead and facilitate problem solving and process improvement activities; accomplished least percentage of internal and external remakes company-wide (5 Companies). Assist in SOP revisions

2003 to STOCKYARDS/US FOODSERVICE – Charlotte, NC

2007 Quality Assurance / Food Safety Manager

• Key Accomplishments:

o Achieved highest annual auditing scores in years 2004 – 2006

o Maintaining the least amount of non-compliances out of 16 facilities company-wide during periods of increased productivity.

o Developed, implemented and managed Stockyards of Charlotte HACCP Plan & Pre-requisite Program.

o Actively participated in sales and services initiatives; i.e. Food Show Host; Customer Service Manager.

• Managed shipping and receiving process; i.e. performed quality checks to validate cleanliness and temperature controls.

• Directed Action Plans to address and resolve issues outlined in Annual Work-Plans and Internal Audit reports. Participated on Food Safety Committee to develop policies, procedures and audit tools. Served as USDA liaison to enhance ongoing procedural and verification processes.

• Established New Employee Orientation Program; which includes Good Manufacturing Practices (GMPs) and Sanitation Standard Operating Procedures (SSOPs) to support to team members in new operational roles and responsibilities.

• Led the implementation of General Quality Systems: Use of Approved Suppliers; Rework Practices; Product Sequencing; Extraneous Detection/Removal Programs; Critical Control Point Observance; Operational Inspection; Chemical Analysis and Swab Testing Program.

2001 to LEINER PHARMACEUTICALS – Fort Mill, SC

2003 Manufacturing

Managed a two room operation of coating tablets under FDA regulations and procedures. Produced various health products, including vitamins, minerals, supplements, and OTC drugs (cold and analgesics) sold under private label by specification. Accomplished goals consistently with the help of two Continuous Coaters one in each room having one person to operate each Coating machine. Experienced in calculating drug ingredients accurately and also, compressing them into tablets.

1998 to KEFFER GROUP – Charlotte, NC

2001 Sales Consultant

Sold new and used automobiles. Pre-qualified customer for financing options, if applicable, by reviewing credit, income, and job history. Achieved sales goals through strong negotiations, referral incentive offerings, and consistent cold calling and regular follow-up. Provided coaching and development to new sales consultants.

EDUCATION & PROFESSIONAL DEVELOPMENT:

• Hazard Analysis Critical Control Point Certified (Silliker Laboraties)

• ISO 22000 Training (Food Safety Standards)

• Safety and Risk Management Training

• Spanish proficient

• American Society for Quality (ASQ) Member

• Alabama A&M University - BS in Zoology / Chemistry (Pre-Medical Degree)

INTERNS:

1997 - National Starch and Chemical, Chemist – Utilized various laboratory procedures to formulate accurate specifications for the production of glue types.

1995 - Cardinal Chemical, Chemical Analyst – Produced, volumized, and quantitized dibutyl tin oxide.

1994 - South Carolina Law Enforcement Division, Forensics Analyst – Drug identification.

1992 – Kraft Foods, Production Supervisor Trainee – Emphasized yields, downtime, daily morale meetings, and safety.

1991 – Kraft Foods, Sanitation Supervisor Trainee – Instructed proper chemical application steps; ensured Personal Protective Equipment was worn; monitored proper amount of chemical administered; inventoried and stocked chemicals; verified proper cleaning of equipment.

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