Quality Manager Resume
Volunteer
&#; Executive Board Member - Advise and recommend process/procedural improvements to senior leadership.
&#; Computer Administrator - manage passwords and logon identifications. Troubleshoot computer problems. Liaison between computer technician and end users.
&#; General Administrative Office assistance - fill-in during absence of administrative personnel. Duties include some of the following: Payroll, Accounts Receivable/Payable. Software: QuickBooks and Church Power Plus
/ - / FORD CUSTOMER SERVICE DIVISION
DEARBORN, MI
/ - / Network Quality Manager
Romulus, MI
&#; Monitor the process improvements of the Ford Customer Service Division's Parts Distribution Centers utilizing core metrics.
&#; Coordinate training for process improvement methodology, root cause analysis and core operation processes. Decrease reoccurrence of operational deficiencies through improved root cause analysis. Improve denials in sortation operation and no records by % and %, respectively.
&#; Created cycle time metrics for Warehouse, Packaging and Sheet Metal Operations.
&#; Supervise a team of Quality Statistical Process Control Specialist and a Six Sigma Black Belt.
&#; Lead ISO Auditor. Successfully completed rd party audits years in a row.
/ - / -Sigma Master Black Belt:Parts Supply & Logistics
Livonia, MI
&#; One of two Black Belts trained during the first wave of training in .
o Certified as a Black Belt within months
o Certified Master Black Belt within years
&#; Coached, counseled, mentored and taught over -Sigma Black Belts and over Green Belts
o Successfully scheduled seven Green Belt sessions that resulted in PS&L exceeding corporate training objective of % by %.
o Certified ACSG Black Belts outside of PS&L and PS&L Black Belts
o Held monthly Black Belt Communication Meetings
&#; Reviewed projects daily to ensure that they meet the criteria for the -Sigma methodology.
o Responsible for coaching over Black Belts with two projects per Black Belt.
o Assisted with closing over projects in that resulted in $. million in st year savings and . million in on-going savings.
&#; Lead mega projects to improve customer satisfaction and reduce cost. Projects () averaged an improved DPMO of % and st year cost savings combined of $K and on-going savings of $. million.
&#; Established and maintain dashboard of metrics for Management review.
/ - / Warehouse Manager - New York Parts Distribution Center
Teterboro, NJ
&#; Manage a team of material control supervisors engaged in receiving, warehousing and shipping automotive parts.
• Conducted formal and informal coaching and counseling sessions with employees.
• Held weekly supervisor meetings to ensure that information regarding performance measurements, company policy and health & safety were communicated throughout the year.
• Participated in Diversity Management workshops. Coached and counsel supervisors on diversity issues when required.
&#; Promote continuous improvement through Quality Operating Systems management techniques
• Identified process improvement opportunities. Successfully completed four improvements during my -month tenure at NYPDC.
• Closed KSL workstations to minimize EP's on the shipping dock to reduce cost.
• Implemented Dynamic Primary stockkeeping system.
• Implemented High Velocity zone.
• Successfully piloted 'live unload' concept
&#; Responsible for maintaining operation budgets within parameters for warehouse related activities
/ - / Dealer Operations Manager - DALLAS REGION
Dallas, TX
&#; Manage and counsel a dealership contact team which includes a Field Service Engineer, Market Area Specialist and Customer Service Manager.
• Met with direct reports on a weekly basis to outline objectives and communicate hot topics of the week
• Coached and counsel dealerships in the West Texas region (Amarillo, Lubbock and Midland/Odessa)
&#; Utilize process consulting to assist dealership management identify and implement improvements to increase customer satisfaction and owner loyalty.
• Improved market areas Fix It Right The First Time scores by %
• Improved Customer Handling Index %
• Assisted dealerships with their inventory management
• Completed two -week dealer process improvement studies.
/ - / Customer Relations Representative - CAC
Detroit, MI
&#; Managed a team of customer service representatives.
• Conducted an average of coaching sessions per CSR per month
• Conducted an average of contact gradings per CSR per month
&#; Utilized coaching and counseling skills to develop and improve team customer handling skills.
• Reduced customer wait time by %
• Improved courtesy and knowledge scores for Ford and Lincoln phone lines by % and % respectively.
&#; Assisted in developing and maintaining coding system for report 'Voice of the Customer/Process' feedback.
/ - / Methods & Systems Analyst A - PRODUCT ANALYSIS DEPT.
Livonia, MI
&#; Provided general use, technical and maintenance support to CD-ROM driven electronic parts catalog for inter-company users.
&#; Provided liaison support between dealers, computer manufacturer and marketing administrators.
&#; Published and edited a bi-monthly newsletter to dealers.
&#; Established procedures to resolve system errors and answer customer concerns in a timely manner.
/ - / Utility Supervisor - DISTRIBUTION & TRAFFIC DEPARTMENT
Romulus, MI
&#; Coordinated return of shipping containers to suppliers and PRC.
&#; Organized divisional container inventory .
&#; Planning and organizational skills enabled suppliers to maintain their efficiency and avoid delinquent part shipments during container shortage.
/ - / Inventory Analyst-CONTROLLER'S OFFICE
Romulus, MI
/ - / Material Handling Supervisor-PARTS REDISTRIBUTION CENTER
Romulus, MI
/ - / Material Handling Supervisor-ATLANTA PDC
Atlanta, GA
/ - / Statistical Analyst-SUPPLY & DISTRIBUTION PLANNING OFFICE
Dearborn, MI
/ - / Expediter - PROCUREMENT OFFICE
Livonia, MI
EDUCATION, TRAINING & CERTIFICATIONS
AMERICAN SOCIETY of QUALITY
Certified Six Sigma Black Belt (CSSBB)
CENTRAL MICHIGAN UNIVERSITY (Mt. Pleasant, MI)
MSA- Business Administration
VILLANOVA UNIVERSITY
Lean Six Sigma Certification
MICHIGAN STATE UNIVERSITY (E. Lansing, MI)
BS - Engineering Arts/Materials & Logistics Mgt.
FORD MOTOR COMPANY
Certified Six Sigma Master Black Belt
Trained in Design For Six Sigma
