Customer Quality Support Account Manager
Greater Seattle Area
I grew through some major process changes, integrating the customer role into production by managing needs in sync with manufacturing goals. Served as technical liaison and customer advocate between manufacturing, quality assurance, and upper management during the production and delivery of 737/757 aircraft. Managed and mediated customer expectations and resolved differences. Abided by union regulations and collective bargaining agreements.-- Complex Systems /Process Improvement: I coached… Show more I grew through some major process changes, integrating the customer role into production by managing needs in sync with manufacturing goals. Served as technical liaison and customer advocate between manufacturing, quality assurance, and upper management during the production and delivery of 737/757 aircraft. Managed and mediated customer expectations and resolved differences. Abided by union regulations and collective bargaining agreements.-- Complex Systems /Process Improvement: I coached and mentored airline representatives to integrate them into the Boeing production system, which helped cut teams of up 20 engineers to monitor progress down to 30% of airlines needing only a small team of six for improved efficiency and cost savings.-- Managed Key Accounts: I served as customer advocate with Delta Airlines, Condor, International Lease Finance (ILFC), Boeing Business Jets, and Southwest Airlines. -- Quality Control: I led the implementation and design of web-based customer quality manual and other quality tools to improve adherence to established ISO9001 standards. -- Improved Efficiency: I helped develop and implement the new at the time moving assembly line for the 737 final assembly organization, increasing the production capability by 33% at a cost savings of $6,000,000 in first year.-- Increased Customer Satisfaction: Reduced flow time on the 757/737 winglet modification project by 33% and reduced defects by 18% over the same period, saving staffing costs.-- Created Innovative Solutions: Conceived of and developed web-based customer defect tracking system to reduce repeat defects, saving over $506,000 in the first year. Integrated SPC systems into customer quality reporting system, improving response time by 38%.-- International Business: Liaised with airline sales and contract teams in Japan, Israel, Indonesia, Ethiopia, South Africa, Poland, Uzbekistan, China, Turkey, Brazil, and Argentina. Show less