SUMMARY:

• Level 5 Public Trust clearance obtained
• Excellent math skills
• Strong background in all aspects of Quality.
• Internet proficiency.
• Expert at communication and delegation.
• Efficient and good - natured.

PROFESSIONAL EXPERIENCE:

Logistics Manager

Confidential, Columbia, MD

Responsibilities:

• Manages and plans for logistic policies, objectives, and initiatives.
• Creates procedures for logistics management to optimize product workflow and minimize cost.
• Manages complete on-boarding process for new clients and solutions.
• Has responsibilities for vendor selection and negotiation, distribution, and inventory control.
• Works closely with logistics partners required to carry out client solutions.
• Manages subordinate staff in the day-to-day performance of their jobs.
• Directs a team of logistics clerks to carry out daily procedures created to support corporate initiatives.
• Ensures that project/department milestones/goals are met and adhering to approved budgets. Ensure that internal and client needs are met.
• Executes new solutions and manage supply chain segments to accomplish company goals and meet client requirements.
• Creates and reviews procedures for distribution and inventory management to maximize customer satisfaction and minimize cost.
• Daily management of client and corporate established KPI’s.
• Ensures timely and cost efficient delivery of inventory and finished goods.
• Reviews performance reports for all supply chain segments
• Utilizes systems to monitor and track inventory through the distribution chain and identify and resolve issues.
• Has proficient knowledge of Orders Now for management of logistic solutions
• Manages warehouse relationships and warehouse KPI performance.
• On boarding process management for all new warehouses.
• Participate in weekly strategy meetings to develop and grow the business
• Has full authority for personnel actions.

Customer Service Manager

Confidential, Columbia, MD

• Responsible for the implementation of departmental policies and budgets. 
• Develop and implement appropriate reporting and analysis for the department to ensure that senior management is informed about performance
• Develop staff through observation, coaching and role playing to maximize individual results from each team member
• Provides daily/weekly reports to Vice President.
• Develops Standard Operating Procedures
• Strategically plans, organizes, and manages Production Staff with regard to daily scheduling, production needs, and quality standards.
• Counsels staff about disciplinary issues
• Perform non-conformance investigation, review and resolution of deviations
• Create and maintain a knowledge database and documentation for problems or escalations
• Manages 16 separate Outlook email boxes for Customer Service
• Manages SLA (service level achievements)
• Responsible for the overall functionality of the department including, hiring, training, disciplinary actions, and performance reviews.
• Participate in weekly strategy meetings to develop and grow the business
• Handle all escalations.
• Strong interpersonal skills, including the ability to communicate effectively and professionally with customers and all levels of the organization.
• Coordinates and manages multiple priorities and projects on a timely basis.
• Develop relationships with clients and customers

Help Desk Specialist Supervisor

Confidential, Beltsville, MD

• Monitors staff of Help Desk Specialists responsible for the Department of Interior/National Business Center’s Electronic Official Personnel Folder (eOPF) Application for over 1.5 million users
• Manages routine daily operations of the helpdesk
• Monitors individual staff performance and maintains production statistics
• Manages daily/weekly schedule of staff members.
• Developed QA tools, measures and schedule.
• Performs project Quality Control tasks
• Provides daily/weekly reports to Project Manager.
• Manages SLA (service level achievements)
• Developed and implemented corrective actions.
• Developed Standard Operating Procedures.
• Assists with reports and analyzing trends for analysis.
• Trains new Help Desk Specialist as well as providing up to date training for current employees.
• Provides direction and assistance with the daily work of staff.
• Counsels staff about disciplinary issues
• Log tickets for all requests from users received by e-mail and telephone.
• Track, receive and resolve incidents by utilizing the BMC Service Desk Express Incident Tracking System
• Provide troubleshooting to resolve the customer’s problem and/or direct it to the proper department if issue could not be corrected.
• Assisted with the CMMI process.
• Verify and validate end user’s login via eOPF database.
• Reset user passwords allowing access to eOPF
• Submit and send resolutions to end users ensuring that they can access their personnel folders.
• Report and Escalate Service Desk Express complications to Project Manager and IT team.

QA Analyst/Data Analyst

Confidential, College Park, MD

• Coordinated and managed multiple priorities and projects on a timely basis.
• Document control of registration for foreign facilities for the FDA
• Prepared and assembled classified documents for automated scanning
• Followed strict standard operating procedures with various tasks including data entry, organization of event records, and redaction
• Data Entry involving all aspects of Microsoft Office
• Perform in depth quality auditing of vital government applications using Access database.
• Responsible for writing Standard Operating Procedures (SOP's) used to instruct the Document Control Center's staff and also document each division's data entry and other recordkeeping requirements
• Responsible for the management and control of the Agency's confidential active and inactive records including research, retrieval, processing, organization, maintenance and storage.
• Perform non-conformance investigation, review and resolution of deviations of government information.
• Provides detailed QA of output from Foreign Food Registration applications.
• Provided telephone support for the US Food and Drug Administration’s Bioterrorism Preparedness and Response Act of 2002.
• Prepare FDA reports for various CFSAN program offices using Business Objects and Microsoft Excel.
• Answered question concerning Food Facility Registration with the FDA as well as general questions on Prior Notice of Food Imports.
• Research and prepare written materials and correspondence related to requests for information under the FOIA and reviews and redact documents according to FOIA regulations and policies

Quality Assurance Supervisor

Confidential, Baltimore, MD

• Revised SOPs, Test Records (TRs) and Batch Records for test methods, production and equipment use and maintenance.
• Issuance of batch production records, tracking of master batch records, tracking of all batch production records, tracking all deviations and corrective and preventive actions.
• Oversaw all aspects of the quality assurance process.
• Performed routine sampling and testing of product samples to ensure quality for use in the manufacture of product in accordance with relevant SOPs.
• Performed all aspects of regulatory.
• Coordinated and managed multiple priorities and projects on a timely basis.
• Lead non-conformance investigation, root cause analysis, corrective and preventive actions. Provided assistance with the review and resolution of deviations, failure investigations.
• Responsible for in-plant inspections of active production areas and ensure compliance of SOPs and GMP guidelines.
• Conducted facility inspections for regulatory compliance
• The coordination, direction and control of the document control system for all standard operating procedures and batch production records, i.e. review and revision, cleaning validation drafting and execution, and direct signature authority over product analysis review and release.
• Certified on cGMPs and quality systems and assisted in supplying documentation support during FDA audits.
• Managed the work schedules of the QA/QC team members, forecasting appropriate staffing to meet departmental requirements and expense control.
• Provided training and guidance to QC staff on QC related activities as well as enforce cGMP compliance within the company.
• Maintained and updated employee training files.
• Lead and/or participated in Operations meetings to represent QA/QC activities. Worked closely with other departments in the company in order to assure the success of the business.
• Lead the Quality Assurance function and directed the QC/QA staff in keeping with company policies and procedures to optimize QA contribution to achieving company goals.
• Responsible for developing, implementing, review and approval of product label
• copy.
• Assisted in development of vendor program.

Quality Assurance Supervisor

Confidential, Portsmouth, VA

• Produced and implemented quality documents and procedures.
• Acted as temporary QA Manager, taking over duties in their absence.
• Project Management, Internal auditing, external auditing, handling non-conformances.
• Conducted facility inspections for regulatory compliance
• Corresponded with customers and vendors.
• Performed first article inspections.
• Maintained documentation in quality lab.
• Work with the implementation of ISO standards.
• Inspected incoming and in-process products for accuracy, testing of products using various instruments and gauges.
• Performed Quality auditing, safety training, kept and generated reports of non-conformance and preventative maintenance.
• Lead non-conformance investigation, root cause analysis, corrective and preventive actions. Provided assistance with the review and resolution of deviations, failure investigations.
• Managed the work schedules of the QA/QC team members, forecasting appropriate staffing to meet departmental requirements and expense control.
• Provided training and guidance to QC staff on QC related activities.
• Lead the Quality Assurance function and directed the QC/QA staff in keeping with company policies and procedures to optimize QA contribution to achieving company goals.

QA-QC/Customer Service

Confidential, VA Beach, VA

• Ensured quality procedures such as ISO 9000 are accurate and adhered to.
• Prepared and implemented internal quality audits.
• Inspected incoming and in-process products for accuracy, testing of products using various instruments and gauges.
• Corresponded with customers and vendors
• Answered multi-line telephones, directed and routed calls, and scheduled appointments.
• Composed correspondence in a timely manner with meticulous formatting.
• Arranged travel and hotel accommodation.
• Responsible for office supply inventory.

Quality Control Technician

Confidential, VA

• Inspected and released parts and equipment used on navy ships and submarines.
• Used various measuring tools and procedures such as Kaizen, Lean Manufacturing, etc.
• Read blueprints, schematics and navy and government drawings.
• Evening contract position.

Quality Control Specialist

Confidential, Plymouth, MI

• Measured and calibrated materials throughout the production process from beginning to end.
• Revised documents for best plan of operation.
• Extended use of measuring equipment such as calipers, micrometers, optical comparator, Browne and Sharpe Profile 30, CMM.
• Implemented and executed ISO 9001 and QS 9000.
• Performed Quality audits.