, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
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
06/2017 to 08/2020Director of Quality AssuranceLoan Depot | Charlotte, NC,
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.
11/2010 to 06/2017Global Sales and Customer Service ManagerJabil Inc. | Tampa, FL,
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.
08/1990 to 11/2010Engineering Services ManagerMicromeritics Instrument Corporation | City, STATE,
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.
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