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
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Experience
Director of Quality AssuranceJun 2017 to Aug 2020
Company Name － City, State
Company Name － City, State
- 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
Company Name － City, State
Company Name － City, State
- 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
Company Name － City, State
Company Name － 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.
Education and Training
Some College (No Degree)Dekalb College － City
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
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)
