Quality Manager

Nov 2013 - Dec 2020

• Led plant-wide creation and overhaul of production process documentation to standardize functions leading to improved associate training, process adherence, and reduced time-to-train
• Identified root cause and developed design solution to long-term high severity field failure modes leading to improved customer experience and 10% reduction in claims volume
• Provided on-site technical sales and product support to key accounts, saving an account valued above $200,000 annually through detailed root cause analysis, effective management of expectations, and clear communications to stakeholders at all levels
• Managed insourcing project of new manufacturing process from business case through implementation leading to annual savings exceeding $100,000 annually
• Developed production trainer training program leading to 6% reduction in assembly errors
• Hired and trained 4-person Quality team leading to recurring annual reductions of external quality KPI exceeding 15% year over year
• Developed and implemented interactive reporting dashboard for tracking and annualizing field failure rates by product line and type
• Developed internal and customer facing training tools including YouTube videos and Powerpoint presentations to improve customer product knowledge and reduce support calls
• Led in-field user experience (UX) functional testing of existing product offerings to develop actionable insights used in future products
• Created standardized field failure inspection and reporting process enabling trend analysis
• Assisted in compilation and delivery of information and comprehensive analysis, including financial analysis of quality initiatives, to Marketing, Customer Support, Operations, and Executive teams

Quality Specialist

Sept 2012 - Nov 2013

• Implemented tracking of field failure data by manufacturing date, allowing improved speed to execution on emerging issues and reduced wasted efforts
• Standardized, documented, and automated monthly reporting processes improving availability of up-to-date monthly Quality data by 2 weeks
• Developed and implemented tracking system for Cost of Quality, enabling reporting to Finance and Accounting on defined frequency

Technical Support Representative

Feb 2010 - Sept 2012

• Provided technical and sales support through customer contact and engagement with global sales organization in person and over telephone, email and fax
• Developed returned item tracking program leading to a 50% reduction in lost returns and a 20% improvement in average turn-around time