Customer Quality Manager Resume Sample
Jaylan Ondricka
1422 Alexys Island,
Philadelphia,
PA
+1 (555) 424 4676
Work Experience
Customer Quality Manager
07/2017
-
PRESENT
Philadelphia, PA
- Strong, proven previous Quality leadership capabilities leading a organization and initiatives around Quality
- Deep understanding of Quality Management Systems, Technical Regulations and Standards
- Measurement system establishment experience – ability to align organization’s CX, Big Y strategy to leading indicators at customer touch points by region and globally
- Clear understanding of the basic roles, functions, and products/services/repairs within GE Power Services
- Strong analytical and quantitative skills. Familiar with statistics and six sigma quality concepts
- Committed to Quality Means Customer First through process improvement
- Standardizes internal documentation/information format and hierarchy
Customer Service Training & Quality Manager
04/2014
-
01/2017
Detroit, MI
- Ensures that proper revision of internal documentation/information is accessible and utilized
- Ensures authorization of change commensurate with magnitude/impact of change
- Ensures timely, accurate implementation of changes (initiated both externally and internally)
- Archives documents/information to maintain history/traceability
- Help maintain and improve the Quality Management System (ISO9000; TL9000). Facilitate in internal and external audits and follow up to ensure timely closure of audit findings
- Manage key customer critical issues and reporting
- Management experience or experience working with external or internal management teams
- Very good communication skills – including verbal and written English and Russian
Customer Quality Manager Daimler Europe
01/2009
-
03/2014
Boston, MA
- Disciplined and decisive. Takes ownership
- Outside-in customer focus
- Structured, systematic approach
- Strong advocate for quality
- Good technical or engineering experience
- Oversee the Contact Center’s weekly performance and procedural audit processes
- Focus on “How to deliver”, and work with ITO/OTR teams to achieve World’s Best running Fleet with an exceptional customer service - to provide/improve a Positive Customer Experience
Education
Washington State University Vancouver
2003 - 2008
Engineer's Degree in Engineering
Professional Skills
- Proven leadership & strong managerial skills with good analytical & conceptual capabilities
- Can-do attitude and strong drive for results through relationship building and influencing skills
- Strong computer skills including Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Project)
- Strong follow-up on validation and long-term resolution of quality problems. Ensure that the solution is verified and effectively working
- Strong communication, relationship and team-building skills
- Relevant customer quality experience is required with high volume manufacturing quality experience is an added advantage
- Experience with a proven history of influencing others in a cross-functional matrixed environment
How to write Customer Quality Manager Resume
Customer Quality Manager role is responsible for english, training, integration, reporting, manufacturing, design, assembly, travel, events, government.
To write great resume for customer quality manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Quality Manager Resume
The section contact information is important in your customer quality manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Quality Manager Resume
The section work experience is an essential part of your customer quality manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer quality manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer quality manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Quality Manager resume experience can include:
- Provide leadership to a cross-functional team in Field Services, Repairs, Parts, Engineering and the Global Supply Chain (GSC) for India to execute the establishment and measurement of customer facing metrics …. CX(earlier NPS, CSS), Customer Escapes, Big Y’s, and Customer Issue Resolutions
- Experienced in Program Management with strong Analytic and Presentation skills
- Experience effectively collaborating across levels and functions within own organization and with outside customers and vendors
- Excellent customer interface and problem solving skills
- Good analysis, verbal and written communication skills including presentations internally/externally to multiple levels of an organization
- Demonstrated ability to effectively resolve problems and implement continuous improvements
Education on a Customer Quality Manager Resume
Make sure to make education a priority on your customer quality manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer quality manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Quality Manager Resume
When listing skills on your customer quality manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer quality manager skills:
- Demonstrated communication skills toward external customers and to high level leaders
- Strong communication and moderation skills with theability to de-escalate a heated situation – even at the top management level
- ExcellentEnglish skills - German is an asset
- Strong team dynamics and group motivation skills
- Good Language skills: Mandarin and English
- Define and implement the quality organization, ensure long term management of resources regarding competence and skills
List of Typical Experience For a Customer Quality Manager Resume
1
Experience For Customer Service Training & Quality Manager Resume
- Experience in project management and account management as a proven team leader and contributor
- Experience working in the semiconductor or semiconductor materials industry in a technical role (Engineering, R&D, Quality, Fab, etc)
- Red X problem solving experience
- Experience working within fashion industry in a similar role
- Strong networks within PS, especially Field Services, Parts, Repairs, Global Supply Chain & Engineering would be a distinct advantage
- Resolve conflicting priorities within the company to meet the customer’s requirements and expectations
- Manage the collection and prioritization of warranty returns, and coordinate component analysis through the test labs
- Ensure warranty and customer returns are evaluated, documented, and corrective actions are identified, implemented, and validated
2
Experience For Customer Quality Manager Daimler Europe Resume
- Prioritize and manage work to critical project timelines in a fast-paced and often ambiguous environment
- Quality experience in the semiconductor industry
- Strong knowledge of Semiconductor Failure Analysis (FA) knowledge including
- Experience in Semiconductor Quality, Failure Analysis, Wafer Fab and/or Package Assembly
- Experience in Semiconductor Quality, Fab and/or Assembly
3
Experience For On-site Customer Care Quality Manager Resume
- Drive and maintain a high Customer Perceived Value. Manage Customer Experience Survey program
- Experience in customer portals
- Experiences in Key Customer Specific Requirements (CSR) and its Milestone reviews
- Managing and assuring compliance to customer Quality Systems and Food Safety program requirements
- Participating in and/or leading commercialization, continuous improvement and risk management activities
4
Experience For Customer Service & Quality Manager Resume
- Investigating and solving customers’ problems
- Ensuring products and procedures conform to McCormick and customer requirements
- Participating in sensory panels
- Providing help and advice to customers using Oliver Sweeney’s products and services
- Understanding of product development methodology, product assembly, fabrication, and test processes for semiconductors
- Ensure proper understanding and coaching of FIS team on Daimler quality requirements and methodologies / tools and KPIs
- Ensure proper reporting / tracking of quality performance of all sites and programs
5
Experience For Customer Quality Manager Europe Resume
- Review CAPA from manufacturing plant to determine the robustness. Work with manufacturing plant to define customer acceptable CAPA
- Contribute during new product developments by ensuring that our customer´s interests are integrated in the different milestones
- Lead warranty trend analysis, and drive resolution of the top warranty drivers with key stakeholders in engineering, manufacturing, and supply base
- Lead problem solving teams using 8D methodology across Danfoss factories and sales to ensure on-time and proper quality actions for customer complaints
- Working as Quality manager and/or Quality Engineer using IATF16949 or equivalent
- Implement an improved (point of use & ease of use) defect capture system that aligns to the customer facing metrics
- Apply Quality Assurance, Quality Control, and Continuous Improvement methodologies(like Lean Six Sigma, 8D, 5Why, RCA, etc) to improve process capability and eliminate defects
- Lead and facilitate cross-functional project teams to drive standardization and simplification wing-to-wing process. This includes providing change leadership (Change Acceleration Process) methods and tools across assigned critical business initiatives
- Supports the locations during customervisits, audits and qualityimprovement programs
6
Experience For Customer Feedback & Quality Manager Resume
- Continuous monitoring of the quality performance in cooperation with the customer
- Lead and coordinate customer quality complaint resolution with manufacturing plant
- Arrange samples for manufacturing plant analysis
- Lead the manufacturing plant for root cause investigation
- Review 8D from manufacturing plant. Customize customer version of 8D (in local language if needed) report
- Work with manufacturing plant for any follow up requests and data from customer
- Manage customer communication on location during major quality problems
- Drives preventive and corrective measures by supporting the respective Business Units and plants
7
Experience For Quality Manager Customer Care Resume
- Supports the locations during customer visits, audits and quality improvement programs
- Conduct analysis of collected information to determine trends providing direction, clarity, and leadership to all
- Manage the scheduling of test sequence through the product lab
- Lead of global task force teams for relevant 0 km and field problems, problem solving based
- Track PPM for selected customers, align PPM action plans with customers, and monitor execution of plans leading to sustainable reduction in PPM
- Lead the quality role in new product developments by participating in FMEA, 8D, Control Plan and Milestone Audits
8
Experience For Global Opex & Quality Manager Robotics Customer Service Resume
- Lead the development and deployment of world class warranty tracking and management systems
- Lead regular reviews and provide direction on key Quality metrics to customers, manufacturing plants, and management
- Manage customer programs/projects from initiation through delivery - interfacing with both internal/external customers and stakeholders
- Manage customer quality escalations starting with the analytical investigation through the timely development and delivery of a solution
- Process improvement through solving of challenges and process barriers
9
Experience For Quality Manager Customer Service Resume
- Interact and coordinate with Contracts Administration on issues pertaining to requirements, changes, interpretations, and financial conditions of the contract
- Active participation in crisis teams during major quality problems
- Problem Solving Tools (8D, Six Sigma, Advanced Quality Tools)
- Coordinate and manage Customer Improvement Plans, which include inputs from Manufacturing, Supplier Quality, Warranty, and Early Detection of issues
- Support the various manufacturing sites as needed for current model changes, and customer related issues
- Control expenses and minimize costs to the best interests of Harman International while keeping the customer relationship in balance
- Implement E2E Customer Quality Assurance and Improvement plans, ensuring regular follow up
- Engage regularly with Customer and CTs/CBTs in supporting Customer Quality topics
10
Experience For Customer Contact Quality Manager Resume
- Guarantee product quality before Start of Production (SOP) and during the modification process
- Understand high volume manufacturing environment
- Proficient in structured problem solving techniques (8D, 5 Why, DMAIC, etc.)
- Knowledge of design and manufacturing processes for PCBA based electronic assemblies, mechatronics with latest microprocessors & SMT components
- Proficient in structure problem solving techniques (8D, 5 Why, DMAIC, etc.)
- Production/process continuous improvement tools (kaizen, lean manufacturing)
- Problem solving tools (8D, TS Quality Tools)
- Problem solving (8D's, PDCA-FTA, others…)
- Advanced Knowledge in SW Development, Programing (C; C++) and SW Quality assurances
List of Typical Skills For a Customer Quality Manager Resume
1
Skills For Customer Service Training & Quality Manager Resume
- Proficient skills in MS Office (Word, Excel, PowerPoint, and Outlook)
- Work effectively in a fast-paced and often stressful environment
- A great attitude and proven ability to be an effective team player and collaborator
- Proven experience with industrial quality requirements
- Impeccable communication, presentation, and organizational skills
2
Skills For Customer Quality Manager Daimler Europe Resume
- Prior experience in a product development, sales support or customer support organizations
- Developing customer intimacy to establish and maintain effective trusting business relationships at all levels
- Building strong relationships with automotive customers in cooperation with the sales organization and Maxim’s headquarter quality assurance organization
- Using customer centric measures to ensure prioritisation of customer quality issues
- Related experience in quality assurance, process engineering, or product engineering
- Experience developing and/or executing customer quality / food safety programs
- Work with the engineering and analysis laboratories to prioritize product returns and compliance testing
- Quality leadership experience including customer, manufacturing and supplier quality
3
Skills For On-site Customer Care Quality Manager Resume
- Make good engineering judgments independently is required
- Experience in customer communication: ensuring both companies are aligned on the same goals and understandings
- Significant work experience in a quality management setting required
- Knowledge and experience of working to TS: 16949 / IATF Regulations
- Experience interfacing directly with large national and/or international account customers on a regular basis toward the resolution of complex quality issues
- Strong familiarity and technical understanding of Dell Client Solutions Group technology and solutions
- Red X Master with proven problem solving track record
- Work under pressure, able to set priority and knowing proper escalation process
- Experience in customer service, consumer banking operations, processes and environment
4
Skills For Customer Service & Quality Manager Resume
- Related experience in quality assurance, product or process engineering
- Experience successfully influencing others with and/or without direct authority
- Data analysis and problem solving experience
- A strong understanding of the DOD / DCMA instructions manual and requirements
- Experience in a similar position or in a related area
- Quality skill and knowledge – hands-on on PFMEA/Quality control plan, 8D
- With people management experience
5
Skills For Customer Quality Manager Europe Resume
- Strong interest in men’s fashion market
- Experience in a supervisory or leadership position
- Automotive Quality Management experience
- Good knowledge of quality methods and tools
6
Skills For Customer Feedback & Quality Manager Resume
- Hands-on experience with statistical process control methods and design of experiments
- Good knowledge in statistical tools (such as SPC, MSA, Pareto, ANOVA etc…) and quality tools (such as FMEA, Cause and Effect Diagram, 8D etc…)
- Strong knowledge of quality tools / procedures
- Leadership / management experience required
- Professional experience in quality management – preferably within the semiconductor industry
7
Skills For Quality Manager Customer Care Resume
- Total Quality Management (TQM) experience
- Quality experience in the semiconductor companies, field quality or customer quality. Current position Sr. Engineer or higher
- Experience to support various type of customers, telecommunication/enterprise, consumer, and automotive
- Experience to handle difficult tasks and lead root cause investigation
- Government Agency Experience
- Good knowledge of EOS/ESD
- Understanding of quality and reliability engineering and problem-solving tools
- Partnering with the business to be the customer advocate in resolving new / current product quality issues
- Tracking and managing the closure of open quality issues for DAF
8
Skills For Global Opex & Quality Manager Robotics Customer Service Resume
- Leading and mentoring teams focused on continuous quality improvement via project completion and implementation
- Facilitating the resolution of complex quality issues including customer complaints and issues with vendors
- Coordinating and engaging with McCormick global customer Quality support groups to meet customer quality requirements globally
- Reducing the amount and / or severity of customer quality issues and complaints in order to improve customer satisfaction
- Leading the development and maintenance of continuous improvement actions, tools, and capabilities in a non-plant environment
9
Skills For Quality Manager Customer Service Resume
- Collaborating with multiple stakeholders to develop quality goals and objectives for the business
- Leading quality assessments and audits focused on processes critical to customer and business success
- Bring voice of key customers to Danfoss factories and communicate customer specific requirements
- Acting as Quality liaison between McCormick’s multi-functional departments and customers
- Participating in business unit management activities
- Serving as Quality/Technical support between McCormick and customers
10
Skills For Customer Contact Quality Manager Resume
- Identifying best practices to support industry quality initiatives and customer requirements
- Negotiating solutions for customer needs that minimize impact to McCormick
- Bring voice of key Customers to Danfoss factories
- Working across different factories, sales offices, customer sites, and cultures
- Able to read and understand engineering drawing
List of Typical Responsibilities For a Customer Quality Manager Resume
1
Responsibilities For Customer Service Training & Quality Manager Resume
- Demonstrated ability to influence others and work in a cross-functional team environment
- Represent HARMAN at customer meetings, conferences and training, assuring HARMAN is current and in compliance with customer quality requirements globally
- Drives preventive and corrective measures by supporting the respective Business Units
- Communicate teams' progress to the Regional, Functional Global Leadership
- Educate, coach, and mentor team on Quality strategy, Quality culture, Quality assurance and Continuous Improvement methodologies (like Lean Six Sigma methodology, 8D, 5Whys, etc), philosophy and their application
- Is the main interface with Daimler customer for all European divison quality topics related to Programs and serial life
- Built Customer intimacy on quality items
- Ensure Faurecia quality system in Programs and Serial life is aligned with both Daimler Methodology and FES
2
Responsibilities For Customer Quality Manager Daimler Europe Resume
- Manage proper convergence and drive internal improvement progress for Top offenders (Sites and programs)
- Communicate customer concerns immediately to Senior Management and the appropriate departements managers
- Coordinate the collection and manage the distribution on non-conformance data relative to customer concerns, PPM’s and QR’s
- Review and negotiate quality concerns, QR’s and PPM’s with the appropriate customer(s) to ensure that the impact to plant’s record is minimized
- Publish customer performance charts/ data to senior management and the department managers on a monthly basis
- Ensure containment reports are developed and submitted to the customer in a timely manner and confirm the customer’s acceptance of the report
- Act as a key contact between Faurecia plants and customer assembly plants quality liason to ensure the customer focus and customer satisfaction is maintained to the highest level possible
- Budget planning of resources and setting of quality targets for the respective area based on the requirements of the division
3
Responsibilities For On-site Customer Care Quality Manager Resume
- Respond to their customer’s requests regarding quality/manufacturing with meaningful answers/decisions
- Coordinate visits to customer locations during launch/production and oversee requests for field representation
- Develop and communicate the company’s strategy, plans and activities for continually improving our product and service quality for their customer
- Assist with any additional task as assigned by the company
- Ensure that the targets of the department are fulfilled
- Run daily, weekly and monthly trend reports to audit Call Centre KPI’s to ensure that all documents are accurate, which requires research/collaboration with business leaders and subject matter experts
- Report and monitor key customer Quality performance like PPM, CAR Occurrence from Line Reject & Field Reject and Claim Responsiveness. Focus on customer’s expectation in order to meet specific quality target defined by key customers – Sany & XCMG
- Experience in a ISO/TS16949 driven manufacturing evnironment is prefered
- Developing internal and external customer contacts and building strong relationships in cooperation with the sales organization and Maxim’s headquarter quality assurance organization
4
Responsibilities For Customer Service & Quality Manager Resume
- Consolidate customer feedback/input for Management Reviews
- Ensures that the customer’s quality targets and requirements are taken into account during the entire Product Life Cycle
- Evaluates customer KPIs with respect to quality in order to achieve reliable data and to identify deficiencies or trends
- Provides cross divisional customerrelated quality information to our organization and drives the organization to improve
- Conducts regular meetings with the customer in order to control and improve the quality performance
- Administers, evaluates and negotiates customer specific requirements and supports contract negotiations to ensure common Conti Automotive approach
- Leads the teams in case of special cause support activities
5
Responsibilities For Customer Quality Manager Europe Resume
- Coordinates safe launch activities at the customer and supports internally (lead with BU)
- Leads customer specific quality reviews, both, internal and external
- Systematically analyze the CMP issues/requests encountered by customers around your product family. Identify and / or implement product consistency improvement opportunities
- Train field service engineers and other sales staff on technical aspects of products and issue resolution. Document and publish field guides for the most common issues/requests
- Direct interface to customer to retrieve accurate complaint information
- Register complaints in Pilgrim, track and closure
- Understand & filter sensitive and IP related information
- Present 8D report directly to customer (face to face if possible)
6
Responsibilities For Customer Feedback & Quality Manager Resume
- Ensure closure of complaints
- Be the face to the customer, DAF, to champion the quality objectives
- Develop best practice for Quality processes towards IA customers globally
- Support problem solving teams using 8D methodology across IA factories and sales to ensure on time and proper quality actions towards complaints, ensuring Genba mindset is applied during the problem solving process
- Facilitate an open dialogue/communication internally and then with the customers on quality actions and progress
7
Responsibilities For Quality Manager Customer Care Resume
- Train and coach IA sales and factory organization in defined best practices
- Able to properly manage and resolve quality issues if they are escalated to the highest levels of customer management
- Knowledge of ISO9001 / IATF16949 and 8D methodology
- Supports integration of Conti plants into Corporate QKAM responsibility
- Organizes / performs trainings about Conti products/processes for Corporate QKAM staff
- Guides communication between Conti plants and Corporate QKAM teams
- Supports the QKAM Organization and the Conti plants to ensure that the customer’s quality targets and requirements are taken into account during the entire Product Life Cycle
8
Responsibilities For Global Opex & Quality Manager Robotics Customer Service Resume
- Evaluates customer KPIs with respect to quality in order to achieve reliable data and to identify deficiencies or trends for relevant Conti plants
- Provides cross divisional customer related quality information for the Conti Organization and drives the organization to improve
- Conducts regular meetings with the customer and Corporate QKAM contacts in order to control and improve the quality performance
- Supports in administration and evaluation of customer specific requirements and supports contract negotiations to ensure common Continental approach
- Continuously monitors the quality performance in cooperation with the customer and Corporate QKAM contacts
- Coordinate and manage verification of product received
- Ensure consistent failure mode analysis is conducted in each teardown locations
- Global contact for dedicated customers
9
Responsibilities For Quality Manager Customer Service Resume
- Conduct regular quality review meetings with customers
- Negotiation and verification of warranty costs
- Negotiation of global warranty agreements
- Continuous reduction of incident levels for Benteler’s Top-Offender-Plants
- Lessons learned transfer for “Acquire and Quote”, “Develop and launch” and “Make and deliver”
10
Responsibilities For Customer Contact Quality Manager Resume
- Promotes the visibility and image of the company
- Visit/protect the customer as soon as possible to set up proper containment actions when quality problems arise
- Establish an open dialogue/communication with the customers on quality actions and progress
- Coordinate an open dialogue/communication with the customers on quality actions and progress
- Develop and implement a corporate strategy for warranty reduction
- Assess current customer and branch network return policies and procedures and drive improvements
- Drive consistent failure mode analysis and avoidance discipline across the enterprise
- Develop, maintain, and review scorecards with key customers
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