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Quality Assurance Supervisor Resume Example

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QUALITY ASSURANCE SUPERVISOR
Summary

Methodical Quality Assurance Supervisor with a proven ability to provide developers with meaningful insights into Process functionality. Offering 10 years of experience in motivating personnel and promoting productivity. Competent in reading and interpreting technical specifications, data, and policies.

Experience
04/2014 - CurrentThe Chamberlain Group - Quality Assurance SupervisorOak Brook, IL
  • Supervise a team of 3 direct reports that handle escalated issues that are received post invoicing of goods (damage claims, shortage/overage, incorrect pricing) that often result in issuing a credit and new order to resolve. On average, 30+ case issues are handled daily.
  • Handle escalated (sensitive, urgent and particularly unusual) customer contacts by following established guidelines and procedures.
  • Act as direct liaison with the Field Sales Team and the Inside Sales Team.
  • Supervise a team that manages inbound inquiries concerning order status, payment terms, and inventory levels and record all order issues within Salesforce database.
  • Supervise a team that provides backup assistance for order entry and account maintenance support within the Customer Care Department through the SAP interface system.
  • Directly contact dealers/distributors regarding billing issues and as well as provide account credits/debits through Salesforce and SAP interface system.
  • Utilize my strong ability to multi-task and meet specific goals set by the management team.
  • Prioritize and deploy efficient high impact sales activities to meet end of month goals.
  • Onboard customers while adhering to all relevant operating standards, policies, and procedures.
  • Conduct new hire training for the Customer Care on the Return Authorization process including SAP, Salesforce, and Problem-Solving skills training.
01/2008 - 01/2013Sanford Brands - Senior Account Service RepresentativeOak Brook, IL
  • Work with sales professionals covering Western and Southern territories of the U.S.
  • In addition managed International accounts, and ensured on time order entry in the SAP system.
  • Assists with quality control and data accuracy.
  • Open all new accounts for sales reps, and submit payment terms along with sales terms for the year.
  • Also, maintain all account maintenance for all 4 sales reps on a daily basis.
  • Quickly and effectively solve customer challenges.
  • Maintain quality control/satisfaction records, seeking new ways to improve customer service.
  • Answered 70-90 inbound calls daily and answered/ replied a total of 40+ emails daily.
  • Fully leverage available sales tools, prescribed in-branch routines, call lists and best practices to increase referral and sales activity.
01/2007 - 01/2007BP Corporation - Data Entry SpecialistNaperville, IL
  • Enter information into TAS and ALPS systems that will allow customers to obtain fuel products.
  • Create accounts for taxing, pricing, and invoicing of all fuel products that are sold to customers and franchisees.
  • Setup terminals for fuel products to be delivered and shipped from.
  • Create invoices to be sent to customers for the amount of fuel and rate of cost.
  • Calculate debits/credits to be stored on spreadsheets and several systems for record keeping.
Accomplishments
  • Received Certificate of Achievement for completing the Lean Six Sigma Yellow Belt Certification for Controllable Credits Value Stream Mapping that contributed towards a cost savings of $5k for the Chamberlain Group - December 2019.
  • Over 10 years of successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing
  • Proactively create processes to avoid inaccuracies.
  • Possess solid computer skills and typing skills of 50+ wpm.
  • Excellent working knowledge using Mac systems, SAP, Fortis, Salesforce-Service Cloud, Microsoft Excel, WordPerfect, Microsoft Word, JDE and PowerPoint
  • Ability to train, motivate, supervise customer service employees, and be team player with keeping a focus on what is best for the business and adhering and encouraging company policies
  • Worked on the project team for the implementation of Salesforce in 2017 to 2018 as a SME (Subject Matter Expert) at Chamberlain Group
  • Completed the BPC (Business Process Champion of SAP) program in 2009 and remained a BPC until 2012at Sanford Brands.
  • Recognizing customer product needs, and up selling related products for future sales that contributed to meeting monthyly and year end sales goals.
Skills
  • Billing
  • Customer Care
  • Database - Salesforce
  • Invoicing
  • Order entry
  • Policies
  • Pricing
  • Problem-Solving skills
  • Quality control
  • Record keeping
  • SAP
  • Spreadsheets
  • Test plan development
  • Microsoft Office, PKMS, JDE, Fortis,
Education and Training
Joliet Township High SchoolJoliet, IlDiploma: General Studies
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Resume Overview

Companies Worked For:

  • The Chamberlain Group
  • Sanford Brands
  • BP Corporation

School Attended

  • Joliet Township High School

Job Titles Held:

  • Quality Assurance Supervisor
  • Senior Account Service Representative
  • Data Entry Specialist

Degrees

  • Diploma : General Studies

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