-Lead 3x weekly Material Review Board across three regional sites-Issue Supplier Corrective Action Report (SCAR)-Drive procedural change through Engineering Change Orders (ECO)-Partner with Purchasing, Planning, Engineering, Process Engineering, Quality Control Chemistry, Production, Inventory Control/Warehouse, and others

• Provided quality assurance expertise to commercial off-the-shelf (COTS) equipment – flat panel displays, computers and mass data storage systems – to meet the MIL-SPEC program needs of ZMicro’s government contract customers• Inspected incoming raw materials and components for use on production floor• Inspected company products in-line, ensuring they adhered to both ISO 9001:2015 standards and ZMicro requirements• Processed raw materials and parts, specifically LCD panels, through the company’s inventory software QAD• Trained new team members on company QA procedures, tools and protocol• Assisted immediate supervisor in revising, redlining and improving company inspection procedures• Oversaw the 2019 onsite calibration of all ZMicro tools required to meet ISO/IEC 17025 standards

- Monitor, evaluate, and score inbound and outbound calls according to GreatCall’s defined internal standards- Research account histories and call records to identify rationale for variances and inconsistencies in policy adoption among call center representatives- Provide feedback and evaluation to QA leadership regarding trends in variances of established policies/processes- Assist QA leadership in making recommendations for training topics for call center agents- Recommend process and policy improvements to reduce costs and inefficiencies- Maintain a thorough understanding and ability to follow established processes and procedures for Direct Sales, Technical Support, Customer Service, Financial Services, and/or Emergency Protocol- Support additional special projects, reporting, and initiatives of the QA team as necessary to achieve department objectives- Other duties as assigned

Assessed and resolved members’ roadside and membership issues in a fast paced, emotionally charged environment.Maintained a calm demeanor while executing solutions in an expedient manner.Seamlessly adhered to corporate guidelines and benchmarks while developing the company rapport with members.Maintained records of all events including response times and customer needs.Conducted follow-up actions to ensure customer received the best service.Collaborated in “think-tank” sessions with a select few top-performing employees, where many of my suggestions were implemented as a resolution to negative company scores for the Texas division’s membership satisfaction.Received multiple awards for exceeding performance expectations.

Managed several research studies for future CTB/McGraw-Hill products along with training new staff as research assistants and monitoring their performance.Managed a staff of 7-10 people at any given time.Trained new employees as research assistants.Collected requisite data about research studies’ progress.Developed and maintained spreadsheets to track the studies’ progress.Acted as a chief liaison between school personnel from district level down and CTB/McGraw-Hill Research Associates.Maintained multiple research studies from inception through completion.Filled in as assisting Team Lead in other research studies when needed.