Amber O'Rell Email & Phone Number

Warrensville Heights, Ohio, United States

Business Unit Leader:*Business owner of the Customer Satisfaction & Quality Programs and processes for Automotive Finishes Division while supporting General Industrial, Industrial Wood and Protective and Marine Divisions, locally and globally*Manager, mentor, and coach direct quality reports (Coordinator/Analyst), creating goals and providing effective performance reviews for growth and development*Accountable for analyzing trends and driving continuous improvement to meet core quality metrics for division customers*Lead monthly High-Level Executive Council meetings with cross-functional team stakeholders to review core quality metrics, identify and lead continuous improvement projects, provide and deliver meaningful actionable items when seeking resources and support for metric improvements, and drive appropriate collaboration actions to reduce quality issues *Proven strong facilitator for escalated complaints that are customer and/or technical facing that meet threshold criteria to coordinate investigation for root cause and corrective and preventative actions *Manage and prioritize multiple tasks and projects while mentoring and supporting others with project managementComplaint and CRM Manager:*Monitor complaints daily from various global tracking systems to coordinate completion, accuracy, resolution and escalate when thresholds are met*Developed divisional process flow diagrams, training documents and training programs for Branch Operations, Sales and Technical Service Reps on customer complaint tracking systems (direct and distribution networks) *Drive complaint integration system efforts with Legacy Sherwin and Legacy Valspar

Warrensville, Oh

*Gained understanding of various FTIR/ATR Spectroscopy equipment (product preparation, test methods, and troubleshooting procedures) *Effectively communicated analytical results and conclusions by understanding and interpreting a variety of analytical test results *Increased product knowledge and gained exposure to a wide variety of Automotive and Product Finishes products via complaint investigation *Volunteered to use Transactional Lean to help continuous improvements in the complaint processes*Enhanced project tracking to include metrics and value added updates to support metric improvements

Warrensville, Oh

Complaint Coordinator: *Streamlined and documented the P&M Technical Product Quality Reporting (PQR) Processes *Improved the average complaint resolution turn around (34% added efficiency) and complaint justifications (19% added efficiency)*Monitored and managed key metrics pertaining to complaint processes and product performance to identify quality trends*Conducted communication meetings and interface with Division Complaint Coordinators and SW Analytical Departments to provide technical response reports Division ISO/Business Management Systems Coordinator: *Created and maintained a Quality Matrix for P&M technical and continually improve documents, work instructions, internal processes and records and communicate changes to P&M technical*Developed and managed a Quality Team of volunteers*Lead and/or supported internal quality audits and provide timely audit responses and communicate and implement necessary changes*Conducted Quality Awareness Meetings for P&M Technical, communicating quality standard updates and providing training *Developed annual Quality Action Plans for P&M Technical *Actively initiated and supported Continuous Improvement Projects (CIP)Laboratory Support: *Evaluated and selected raw materials to improve performance characteristics of coatings*Made numerous laboratory batches of various coating technologies to verify performance, processes, adherence to specifications and application of coatings *Created housekeeping and lab supplies and raw material inventory processes*Provided training and technical support (color-matching)Marine Products / Conflict Minerals Liaison: *Primary contact for P&M Marine and Flooring recertification of products*Created technical documents needed by sales and marketing for Marine products (VOC, CoA, etc)*Investigated and responded to conflict mineral status of products

Columbus, Ohio Area

*One of five persons trained to test heavy metals using an AAnalyst 200 unit, and Mercury levels using a FIMS 100 unit. *Extensive work with color-matching pigments and excellent knowledge of various color assistance computer programs *Gained knowledge and experience formulating various Product Finishes paint technologies*Military Group Liaison (Chicago – Columbus), knowledge and experience with CARC moisture cure development, processing, and production *Initiated and facilitated the Safety Card Resolution Team *Responsible for the purchasing, buying, and receiving of lab equipment *Conducted site-wide monthly safety training meetings for all shifts*Major contributor to the Site Visitor Safety Program as a Member of VPP Contractor and Visitor Safety Team by creating a visitor checklist and implementing visitor procedures

Columbus, Ohio Area

*Performed production scale-up procedures, improving OTMIS/OTMIC*Identified formulation and production improvements that increased the quality of service provided by the manufacturing plant (i.e. OTMIC cycle improvements, cycle time reduction)*Co-authored plant and laboratory guidelines on the principles of manufacturing processes in product formulations

Columbus, Ohio Area

*Conducted weekly project meetings and responded to colleague and customer inquiries during manager’s absence *Hands on experience with ASTM, WDMA, and AAMA testing methods and specifications*Gained experience with multiple coating application methods (including but not limited to curtain coating and vacuum coating systems, plural component equipment, electrostatic methods, and various spray methods)

Columbus, Ohio Area

*Increased product knowledge and gained exposure to a wide variety of systems including but not limited to baking systems (polyester & alkyd melamines), two component solvent and water urethanes and epoxies, industrial wood coatings (limited nitrocellulose & UV), etc. *Followed internal and external safety protocol, numerous customer visits and field trials*Developed New Employee Training Checklist for the technical employees *Networked and maintained resourceful relationships with sales force and both internal and external customers

*Followed safety and FDA and United States Pharmacopeia (USP) regulations. *Performed QC and analytical testing of various pharmaceutical products. *Followed strict data collection and documentation guidelines. *Worked in various groups: Stability, Finish Product, In-process, and earned a promotion to the testing of Raw Materials (Sr. Chemist position)*Performed a variety of analytical tests and maintained instrumentation for HPLC, GC, TLC plates, Karl Fisher titration, AA and FTIR

Master'S, Business Administration

Continued Education, Food Science Engineering

Bachelor, Chemical Engineering