Quality Professional

Objective: A challenging position in which I can utilize my experience, knowledge and skills to add value to the organization.

Qualifications

• Bachelor of Science in Education

• Nineteen years in Quality Control in various manufacturing environments

• Nine years in Quality Assurance specializing in ISO9001 quality management systems

• Eight years in management and supervisory positions in Quality Control/Assurance

• Certifications in ISO9001 Quality Management Systems auditing

• Certificates obtained in SPC (Statistical Process Control), PPAP (Production Part Approval Process), and FMEA (Failure Mode Effect Analysis)

• Member of the 2001 Board of Examiners for the Arkansas Quality Award (based on the Malcolm Baldridge National Quality Award)

• Three years in Account Services managing a marketing database

• Two years in credit card industry call center

• Two years of property management

• Class A CDL driving school graduate-3 months OTR driving, 7 months statewide courier driver

• Arkansas Gold Level Career Readiness Certificate

Employment History

Quality Assurance Manager

Hiwasse Manufacturing Company, Inc., Jacksonville, AR

June 2010-May 2011

• Ultimate responsibility for product and process quality

• Supervise day-to-day operation of the QA department

• Maintain and improve ISO9001:2008 quality management system

• Document Control administration

• Manage Nonconformance, Corrective/Preventive Action system

• Manage product and process deviation requests

• Manage engineering change requests

• Maintenance of customer specifications and prints

• FPA (First Part Approval) project management

• Maintanence of ADEQ Air Permit records for compliance assurance

• Schedule and participate in Internal Audit system

• Schedule and lead Management Review meetings

Fraud Prevention Specialist

Fidelity National Information Services, Little Rock, AR

November 2008-June 2010

• Monitor and analyze debit and credit card accounts

• Investigate transactions

• Make outgoing phone calls and take incoming calls to/from cardholders to verify transactions and confirm fraud (in a courteous and professional manner in a stressful situation)

• Process online updates to block accounts and perform file maintenance to ensure future transactions are not authorized

• Communicate with financial institutions regarding account information

• Participate on Associate Council

Training Specialist

Fidelity National Information Services, Little Rock, AR

June 2008-November 2008

• Responsible for the development and delivery of classroom and computer-based training for both new and existing employees, including technical, skills-based and refresher training

• Deliver new hire training ensuring that associates achieve class, product and quality goals

• Work closely with management on classroom personnel and attendance issues

• Support management in the identification and resolution of problems through analysis of resources available and employee skill and knowledge

• Develop training evaluations and testing to gauge the effectiveness of program and materials

• Communicate with leadership and team members to continually evaluate and refine training curriculum as needed

• Call handling as volumes dictate

• Support associates on the floor with escalated calls and technical assistance

Customer Service Phone Representative

Fidelity National Information Services, Little Rock, AR

May 2008-June 2008

• Servicing credit card holders and issuing institutions by handling inbound and outbound phone calls

• Card Activiation-verifying Card Holder contact information and other required activation data

• Card Application Support-providing cardholder support for pended or declined applications

• Payment Requests-ability to take payments over the phone

• Customer Service-all aspects of credit card call handling

• Research customer concerns and refer information to the appropriate people for resolution

Professional Driver

Baird Enterprises, Little Rock, AR

Independent contractor with Goldstar Couriers and Logistics, Little Rock, AR

November 2007-May 2008

• Hot shot courier service (local, in state and out of state)

Professional Truck Driver

C.R. England, Salt Lake City, UT

July 2007-September 2007

• Obtained class A CDL upon graduation from company’s driving school

• Over the road driver (second seat)

Quality Technical Analyst

Kohler Co., Malvern, AR

June 2006-October 2006

• Sample collection, analysis and data entry for on-going SPC on products and processes

• Performed Gage R&R studies (Repeatability and Reproducibility) on testing and measuring equipment used for PPAPs

• Performed Capability Studies on new and revised products and processes for PPAPs

• Performed internal audits for ISO9001 and for internal 5S program

• Involved with on-going review of documentation and implementation of KQMS (Kohler Quality Management System)

Quality Assurance Manager

George Fischer Sloane, Inc., Little Rock, AR

October 2005

• Ultimate responsibility for all facets of product and process quality

• Supervision of QA department

• ISO9001 Management Representative

Quality Assurance Supervisor

Coca-Cola Bottling Co. of Arkansas, Little Rock, AR

May 2004-September 2005

• Supervision of Lab Analysts and Syrup Processors (schedules, overtime, etc.)

• Supervise day-to-day operation of the QA department, including water treatment system

• Staff development and training

• Ensure raw materials and finished products meet specifications

• Investigate and respond to consumer complaints

• Maintain functionality and calibration of all lab equipment

• Generate daily, weekly and monthly reports on all aspects of product data and departmental function

Quality Assurance Manager

Fluid Handling Components, Inc., Little Rock, AR

July 2001-December 2003

• Quality Control: manage personnel, procedures, performance, assets and budget of the QC department

• Quality Assurance: define, document, implement and maintain a company-wide Quality Management System

• ISO9001 Management Representative: drive ISO9001:2000 certification efforts

Quality Assurance Specialist

George Fischer Sloane, Inc., Little Rock, AR

December 2000-July 2001

• Corrective/Preventive Action: design, implement, conduct training on and maintain a corrective action database, analyze data for trends, report to executive management, liaison between customers and R&D

• Internal Audit Program: Lead Internal Auditor, schedule audits, conduct auditor training, analyze nonconformance reports for trending of corrective/preventive actions

• Document Control Administrator: maintain the document control system consisting of hard copy manuals and an electronic on-line system

Senior Quality Technician

George Fischer Sloane, Inc., Little Rock, AR

March-December 2000

• ISO9000 Task Force: plant-wide implementation of ISO9001:2000 compliant quality system, department by department review, assisted the QA Manager in writing the Quality Manual, directives, work instructions, and designing quality records

• Internal Auditing: assisted the QA Manager in the design and implementation of the internal auditing program, lead/participate in internal auditing

• Product quality compliance testing: dimensional measurements and physical properties testing

Account Services Representative

Acxiom Corporation, Conway, AR

October 1996-September 1999

• Client Owner responsibilities consisting of revenue forecasting, quarterly reports, direct customer communication including on-site visits, billing, accounts receivable, etc.

• Data Processing responsibilities consisting of database design and update, project management, process flowcharting, Y2K compliance testing and implementation, process improvement analysis, testing and implementation, quality assurance process implementation and maintenance, special processing yielding output for marketing use by database owner/customer

Property Manager

R&R Rentals, Conway, AR

October 1996-October 1998

• Inspect and show properties

• Advertise properties

• Review applications

• Collect rents

• Coordinate Repairs

• Maintain all documentation and records

Quality Assurance Coordinator

Ameron Protective Coatings Group, Little Rock, AR

November 1994-September 1996

• Auditing: perform off-site audits of suppliers, perform internal audits, maintain audit files, on-site contact for external auditors

• Corrective Action System: initiate and assign action, follow-up on implementation

• Product Reviews: gather information for reports, perform and/or delegate testing, communicate with the Technical Service Dept., resolve customer problems

• Training: conduct training classes for all employees on work procedures and quality issues

• Contract Review: participate in the contract review process to verify the company’s ability to meet contractual agreements in regards to special testing requirements, special certification requirements, etc. (Nuclear regulations, Military specifications, etc.)

• Design Control: perform design control approval for raw materials and formulas, verify that adequate instructions are present for manufacturing, quality control and adjustment

• Document Control: write, coordinate the generation of, and maintenance of work instructions/procedures

• Calibration System: design and maintain the calibration program in the laboratories and audit the calibration program in the manufacturing area

Quality Control-Color Computer Specialist

Ameron Protective Coatings Group, Little Rock, AR

August 1986-November 1994

• Formulation, adjustment and approval of production batch colors

• Create and maintain files on ACS (Applied Color Systems) and MacBeth color computers, perform minor mechanical maintenance on both systems

• Maintain customer color standards and production batch retain samples

• Work with Sales Dept to provide samples and information to customers, investigate color related customer complaints

• Backup to Analytical Chemist performing IR scans on resins

• Fill in as QC Lab Technician as needed running physical tests on production batches

Color Matcher/Ink Mixer

White Graphic Systems, Wichita, KS

August 1984-August 1986

• Manual and computer formulation and adjustment of color

• Analysis of in-coming raw materials

• Weighing and mixing of production inks

• Printing of small production jobs and color submissions for customers

• Fill in as QC In-Process Inspector as needed

Manager Trainee

Agency Rent-A-Car, Wichita, KS

May 1984-August 1984

• Customer relations/rental reservations

• Bookkeeping

• Pick-up and delivery of rental units

• Inspection and maintenance of rental units

Lead Technician In-Process Quality Control Color Lab

Maybelline Company, N. Little Rock, AR

November 1980-February 1984

• Night shift supervisor in the Color Lab

• Special projects involving the color computer

• Auditing of manufacturing methods and procedures

• Continued also with previous technician duties

In-Process Quality Control Technician Color Lab

Maybelline Company, N. Little Rock, AR

July 1980-November 1980

• Color adjustment of production batches

• Raw material analysis

• Investigate problems in the manufacturing and filling departments as they occurred

Education

Henderson State University

Arkadelphia, AR

Bachelor of Science in Education 1980

Major – Physical Education

Minor – General Science

Additional teaching certifications – Health, Drivers Education

Grade Point Average : 3.29

Sylvan Hills High School

N. Little Rock, AR

Diploma 1976

Grade Point Average : 3.40

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