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Yyyyyy x. yyyyyy

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Career Profile


Driven, focused, and hard-working Quality Program Manager with a background in overseeing daily operations within fast-paced environments throughout a variety of industries. Experienced in managing large-scale quality programs, implementing/developing innovative operational strategies, performing detail risk analysis, and leading cross-functional teams. Highly adept in improving organizational productivity in addition to maintaining strong communication with others.


Key Competencies



Operations Management Project Management Training / Development Policy Development

Quality Program Management Cost & Waste Reduction Team Leadership

Sustainability Reporting Document Management Systems Customer Service & Retention

Minitab/Statistical Process Control Risk Analysis Process/Compliance Auditing Responsible Care/CDI-T

Behavior Based Safety Lean Six Sigma Microsoft Office Suite Attention to Detail


Professional Experience

Royal Vopak, Deer Park, TX December 2008-June 2016

Customer Service Manager (2015-2016)

  Directed day to day customer service operations within a fast-paced environment with a focus on increasing productivity and efficiency levels

  Supervised a large-department which consisted of 15 team members and included approximately $8 thousand worth of service activities per month

  Played a lead role in achieving a monthly revenue goal of $10 million, consistently improved the Net Promoter Score/Service Quality Index, and reviewed internal KPIs

  Utilized superior project management acumen to lead cost-savings projects which included a document management system implementation, and utilities/CAPEX/OPEX billing

  Managed an internal customer complaint program which required reporting issues and creating innovative solutions in addition to coordinating operational review meetings


Regional Quality Program Manager (2008-2015)

  Coordinated quality related functions within the organization which included implementing streamlined processes and overseeing compliance initiatives related to ISO 9001, IMS, Responsible Care, CDI-T, ISCC-EU, Global OPEX Standards, and sustainability reporting

  Managed internal compliance audits, designed and implemented quality improvement plans, and acted as an Audit Manager/Lead Auditor

  Provided coaching/mentoring to the Process Health Assessment Team, maintained quality control documentation, and managed document control tasks

  Completed detailed quality incident studies which required utilizing Lean Six Sigma tools and maintaining an expert level knowledge in lean methodologies

  Recognized as an internal Change Manager which required managing critical changes throughout the entire lifecycle along with successfully leading complex six sigma projects


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Professional Experience Continued:

Akzo Novel, Houston, TX November 2005-December 2008

Quality System Specialist

  Facilitated the completion of quality related functions within a successful organization which centered on completing ISO 9001 re-certifications and completing compliance audits

  Acted as a Lead Auditor within the organization which included mentoring junior level audit teams, executing planned audits, and hosting external audits

  Oversaw document control functions, reviewed customer quality complaints, and managed an internal 5S housekeeping program within the quality control and color lab


Arcata Associates, Las Vegas, NV March 2000-July 2005

ISO/Contracts Coordinator

  Managed the completion of large-scale quality focused projects which included ISO 9001 re-certifications and compliance audits

  Provided coaching/guidance to employees prior to audits, acted as a Lead Auditor, and ensured contractual obligations within NASA and the Air Force were followed

  Completed detailed final inspections/testing of RVCS air traffic control systems, maintained detailed databases, and maintained detailed contracts




Master of Science, Quality Assurance

California State University, Dominguez Hills, Carson, CA


Bachelor of Science, Computer Management

Polytechnic University of the Philippines, Manila, Philippines




Lean Six Sigma Black Belt

Lean Six Sigma Green Belt

Train the Trainer

Transactional/Advanced Lean Methods




Certified Manager of Quality/Organizational Excellence, American Society for Quality

Certified Quality Engineer, American Society for Quality

Certified Quality Auditor, American Society for Quality

Responsible Care Lead Auditor, Verrico Associates, Inc.


Yyyyyy x. yyyyyy

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Hiring Agent Name


Company Name


City/State/Zip Code




I am currently seeking a challenging new career opportunity as (JOB TITLE) and am submitting my resume for your review. In advance, thank you for your time and consideration.


As demonstrated in the accompanying resume, my professional qualifications include a strong background in quality program management roles with experience in leading large-scale quality improvement initiatives, overseeing change related projects, and coaching others on lean methodologies. In addition, I have a demonstrated ability to maintain positive rapport with others and diffuse escalated customer service and/or quality situations.


To complement my professional experience, I also possess stellar interpersonal and communication skills with an impressive educational background which includes a Master s of Science in Quality Assurance along with several professional certifications.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.






Yyyyyy x. yyyyyy









Yyyyyy x. yyyyyy

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Contact Name

Company Name


City/State/Zip Code


Dear _______________________________:


I would like to thank you for providing me the opportunity to interview with you and discuss the exciting (TITLE OF POSITION APPLYING FOR) position currently available with your company. Having gained a deeper insight into the job requirements and your objectives, I am confident you will find me a valuable asset in achieving your goals.


As discussed, my background should translate to dynamic results as a member of your team. In particular, I believe you will find my expertise in (ADDRESS A FEW SKILLS/QUALIFICATIONS/ACHIEVEMENTS RELEVANT TO THE POSITION WHICH YOU DISCUSSED DURING THE INTERVIEW) vital to your immediate and long-term objectives.


Should you have any additional questions, or to further discuss this opportunity, please feel free to contact me at your earliest convenience. Again, thank you for the enlightening interview. I look forward to your response and am eager to contribute to your success.






Yyyyyy x. yyyyyy


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