Quality Manager

Posted on: 2007-09-17

Angela R. Blackwell 4233 Monarch Ave. Canton MI 48188 [email protected] 734-883-5560 SUMMARY of QUALIFICATIONS Strategic Planner / Project Manager / Critical Thinker / Problem Solver / Experienced Trainer Process Improvement-Six Sigma Specialist / American Society of Quality-Certified Six Sigma Black Belt / Accomplished Team Leader / Lead ISO 9001 Auditor / Automotive industry experience EXPERIENCE 3/07 - present SECOND BAPTIST CHURCH ANN ARBOR, MI Volunteer  Executive Board Member - Advise and recommend process/procedural improvements to senior leadership.  Computer Administrator - manage passwords and logon identifications. Troubleshoot computer problems. Liaison between computer technician and end users.  General Administrative Office assistance - fill-in during absence of administrative personnel. Duties include some of the following: Payroll, Accounts Receivable/Payable. Software: QuickBooks and Church Power Plus 4/88 - 2/07 FORD CUSTOMER SERVICE DIVISION DEARBORN, MI 6/03 - 2/07 Network Quality Manager Romulus, MI  Monitor the process improvements of the Ford Customer Service Division's Parts Distribution Centers utilizing core metrics.  Coordinate training for process improvement methodology, root cause analysis and core operation processes. Decrease reoccurrence of operational deficiencies through improved root cause analysis. Improve denials in sortation operation and no records by 33% and 40%, respectively.  Created cycle time metrics for Warehouse, Packaging and Sheet Metal Operations.  Supervise a team of Quality Statistical Process Control Specialist and a Six Sigma Black Belt.  Lead ISO 9001 Auditor. Successfully completed 3rd party audits 3 years in a row. 10/99 - 6/03 6-Sigma Master Black Belt:Parts Supply & Logistics Livonia, MI  One of two Black Belts trained during the first wave of training in 1999. o Certified as a Black Belt within 18 months o Certified Master Black Belt within 2 years  Coached, counseled, mentored and taught over 25 6-Sigma Black Belts and over 150 Green Belts o Successfully scheduled seven Green Belt sessions that resulted in PS&L exceeding corporate training objective of 10% by 5%. o Certified 20 ACSG Black Belts outside of PS&L and 5 PS&L Black Belts o Held monthly Black Belt Communication Meetings  Reviewed projects daily to ensure that they meet the criteria for the 6-Sigma methodology. o Responsible for coaching over 25 Black Belts with two projects per Black Belt. o Assisted with closing over 30 projects in 2001 that resulted in $7.4 million in 1st year savings and 12.8 million in on-going savings.  Lead mega projects to improve customer satisfaction and reduce cost. Projects (3) averaged an improved DPMO of 75% and 1st year cost savings combined of $286K and on-going savings of $1.1 million.  Established and maintain dashboard of metrics for Management review. 6/98 - 10/99 Warehouse Manager - New York Parts Distribution Center Teterboro, NJ  Manage a team of material control supervisors engaged in receiving, warehousing and shipping automotive parts. • Conducted formal and informal coaching and counseling sessions with employees. • Held weekly supervisor meetings to ensure that information regarding performance measurements, company policy and health & safety were communicated throughout the year. • Participated in Diversity Management workshops. Coached and counsel supervisors on diversity issues when required.  Promote continuous improvement through Quality Operating Systems management techniques • Identified 13 process improvement opportunities. Successfully completed four improvements during my 18-month tenure at NYPDC. • Closed 4 KSL workstations to minimize EP's on the shipping dock to reduce cost. • Implemented Dynamic Primary stockkeeping system. • Implemented High Velocity zone. • Successfully piloted 'live unload' concept  Responsible for maintaining operation budgets within parameters for warehouse related activities 1/97 - 6/98 Dealer Operations Manager - DALLAS REGION Dallas, TX  Manage and counsel a dealership contact team which includes a Field Service Engineer, Market Area Specialist and Customer Service Manager. • Met with direct reports on a weekly basis to outline objectives and communicate hot topics of the week • Coached and counsel 15 dealerships in the West Texas region (Amarillo, Lubbock and Midland/Odessa)  Utilize process consulting to assist dealership management identify and implement improvements to increase customer satisfaction and owner loyalty. • Improved market areas Fix It Right The First Time scores by 3% • Improved Customer Handling Index 5% • Assisted dealerships with their inventory management • Completed two 20-week dealer process improvement studies. 12/95 - 12/96 Customer Relations Representative - CAC Detroit, MI  Managed a team of customer service representatives. • Conducted an average of 4 coaching sessions per CSR per month • Conducted an average of 6 contact gradings per CSR per month  Utilized coaching and counseling skills to develop and improve team customer handling skills. • Reduced customer wait time by 8% • Improved courtesy and knowledge scores for Ford and Lincoln phone lines by 13% and 16% respectively.  Assisted in developing and maintaining coding system for report 'Voice of the Customer/Process' feedback. 3/95 - 12/95 Methods & Systems Analyst A - PRODUCT ANALYSIS DEPT. Livonia, MI  Provided general use, technical and maintenance support to CD-ROM driven electronic parts catalog for inter-company users.  Provided liaison support between dealers, computer manufacturer and marketing administrators.  Published and edited a bi-monthly newsletter to dealers.  Established procedures to resolve system errors and answer customer concerns in a timely manner. 8/93 - 3/95 Utility Supervisor - DISTRIBUTION & TRAFFIC DEPARTMENT Romulus, MI  Coordinated return of shipping containers to suppliers and PRC.  Organized 1994 divisional container inventory .  Planning and organizational skills enabled suppliers to maintain their efficiency and avoid delinquent part shipments during container shortage. 1/93 - 8/93 Inventory Analyst-CONTROLLER'S OFFICE Romulus, MI 6/91 - 1/93 Material Handling Supervisor-PARTS REDISTRIBUTION CENTER Romulus, MI 7/89 - 6/91 Material Handling Supervisor-ATLANTA PDC Atlanta, GA 11/88 - 7/89 Statistical Analyst-SUPPLY & DISTRIBUTION PLANNING OFFICE Dearborn, MI 4/88 - 11/88 Expediter - PROCUREMENT OFFICE Livonia, MI EDUCATION, TRAINING & CERTIFICATIONS AMERICAN SOCIETY of QUALITY Certified Six Sigma Black Belt (CSSBB) CENTRAL MICHIGAN UNIVERSITY (Mt. Pleasant, MI) MSA- Business Administration VILLANOVA UNIVERSITY Lean Six Sigma Certification MICHIGAN STATE UNIVERSITY (E. Lansing, MI) BS - Engineering Arts/Materials & Logistics Mgt. FORD MOTOR COMPANY Certified Six Sigma Master Black Belt Trained in Design For Six Sigma