meetbeverly

Analyze hardware documentation for Aerojet Rocketdyne to verify compliance with purchase orders, engineering drawings, processes, specifications, etc. Investigate analytical reports and dashboards in an Oracle Business Intelligence environment to provide real-time process health monitoring capabilities and detailed analyses in various subject areas, as requested by Quality Engineering or Q&MA management. Download electronic documentation from the Delmia system and store on the hard drive. Investigate discrepancies of received documentation and assist in resolution. Assist with and create hardware acceptance documentation. Upload all documentation to designated area on shared drive.

Conducted performance audits and assisted in section, department, and/or Program in developing a plan to correct identified shortcomings. Recommended and monitored preventative and corrective actions to ensure that quality assurance was achieved. Wrote clear and precise audit reports, procedures, and documents. Ensured ongoing compliance with quality and industry regulatory requirements. Conducted research, compiled and analyzed performance reports and process control statistics to continuously improve process capability. Worked with appropriate managers to ensure timely resolution of quality issues. Created reports documenting errors and corrective actions.

Managed a team of 11 supervisors and 98-120 representatives who were responsible for providing customer service to inbound callers. Enabled improvement in team delivery commitments and capacity planning. Managed a cross-functional team of Supervisors, Coordinators and representatives that were responsible for overseeing all aspects of Employee Accounts, Concession devices, and test devices for the entire Verizon entity. Facilitated daily stand ups. Proactively managed the customer experience by ensuring that behaviors support resolution, retention, and revenue generation. Directed and oversaw all aspects of the department’s customer service policies, objectives, and initiatives. Implemented systems to capture and report on customer service metrics, including any customer feedback or trends in product or service issues. Lead projects to review operational procedures and practices towards the goal of making continuous improvement. Oversaw the day-to-day operations of the customer service organization including ongoing performance evaluation and refinement based upon industry-standard metrics for operational excellence.

Supervised a staff of 9 customer service representatives and 4 Transition Assistants. Streamlined operational procedures which improved efficiency. Prepared and presented weekly reports to the senior management on the progress of the team. Was highly organized with the ability to manage multiple projects and meet deadlines. Utilized strong negotiation skills to solve problems presented by both customers and employees. Established individual productivity and quality metrics for each employee to compliment corporate-specific metrics. Provided status reports to management for team and individual performances. Used quality monitoring system to compile and track performance. Made recommendations for enhancements to training, processes, or other areas to improve performance, remove customer effort, and enhance the overall employees’ and customers’ experience.