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Director of Quality Assurance Resume Example

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DIRECTOR OF QUALITY ASSURANCE
Summary

Organized Quality Assurance and Customer Experience Manager with 30 years of managerial experience in the manufacturing industry. Dedicated to detail-oriented production inspections and collaborating with various departments. Proficient in daily product sampling and performing accurate audits. Skilled at working with Customers, Distributors and Vendors to ensure exceptional service.

Skills
  • Quality assurance experience
  • Knowledge of auditing systems
  • Operation monitoring
  • Customer service
  • Team management
  • Business operations
  • MS Office
  • Process improvement
  • Organization
  • Relationship development
  • Problem resolution
Experience
Director of Quality AssuranceJun 2017 to Aug 2020
Micromeritics Instrument Corporation － Norcross, GA
  • Kept records of quality reports and statistical reviews.
  • Supervised and guided inspectors, technicians and other staff.
  • Troubleshot product issues and fixed problems.
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Established product specifications and quality assurance practices.
  • Completed various financial and quality audits for different departments.
  • Fielded customer complaints and rectified service issues.
  • Appraised customers' requirements and worked to maintain high satisfaction.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Created agendas and communication materials for team meetings.
  • Handled all delegated tasks.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Improved operations by working with team members and customers to find workable solutions.
  • Performed site evaluations, customer surveys and team audits.
Global Sales and Customer Service ManagerNov 2010 to Jun 2017
Micromeritics Instrument Corporation － Norcross, GA
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Developed open and professional relationships with team members and distributors, enabling better, more effective customer service.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Automated contact management system to maintain efficient client organization.
  • Created order management system for sales and customer service personnel to improve client experience and sales efficiencies.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Decreased process lags by training customer service representatives and planning advanced staff development.
  • Worked with the Quality Director to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
  • Supported organizational change in processes from paper billing to electronic invoicing systems to boost efficiency.
  • Initiated development and implementation of customer service management training process.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Limited customer inquiry delays by efficiently scheduling staff across overlapping shifts.
  • Oversaw addressing of customer requests for friendly, knowledgeable service and support.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Helped customers work within established systems to achieve desired results and maintain company loyalty.
  • Supervised multiple customer service calls per week to track support issues and improve operating procedures.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supervised and coached sales managers and sales representatives while developing training strategies to boost profitability.
Engineering Services ManagerAug 1990 to Nov 2010
Micromeritics Instrument Corporation － Norcross, GA
  • Generated concept designs, collaborated with customers to gain feedback and directed entire design process.
  • Designed and implemented engineering projects that exceeded client expectations and bolstered revenue opportunities.
  • Collaborated with manufacturing, Service, and various engineering disciplines to assess project technical requirements.
  • Implemented procedural updates to correct deficiencies and improve operations.
  • Led system conversions from various CAD systems.
  • Reviewed contractors' schedules and submission of shop drawings and samples.
  • Supervised team ofCADD technicians throughout entire duration of project.
  • Encouraged team collaboration and motivated individual employees through positive reinforcement and technical recognition.
  • Organized data and modeled information for use in key decision-making.
  • Discussed design specifications and procedures with project manager, engineering team and construction manager.
  • Managed communications with internal and external stakeholders.
  • Streamlined and automated internal processes to improve overall workflows.
  • Developed quality assurance controls for design approaches.
  • Assessed task completion to meet all project deadlines.
  • Recognized as Documentation Specialist subject matter expert and contributed to strategic company plans.
  • Led teams of up to 12 CADD designers and operators, delivering continuous mentoring and coaching in job activities.
  • Supervised departmental budgets, including salaries, materials, training and hardware supplies.
  • Facilitated continuous improvement initiatives with successful changes affecting all areas of operations.
Education and Training
Some College (No Degree)Dekalb College － Decatur, GA
Community Service

VP of Gwinnett Football League Cheerleading 2000-present

Manages Cheer Directors for 18+ associations across 2 counties. Organizes and executes a Cheer off event each year with 144-226 cheer teams consisting of 2000-3400 cheerleaders.

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Resume Overview

Companies Worked For:

  • Micromeritics Instrument Corporation

School Attended

  • Dekalb College

Job Titles Held:

  • Director of Quality Assurance
  • Global Sales and Customer Service Manager
  • Engineering Services Manager

Degrees

  • Some College (No Degree)

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