Amy Gonzales
Vancouver,WA
Summary
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Thorough Quality Assurance Specialist with over 15 year background in Fitness Equipment. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Experienced Quality Control Analyst with demonstrated track record of improving products and procedures by leveraging hands-on inspections, testing methods and data analysis. Disciplined professional with systematic approach to projects and Data Presentation. Applies excellent attention to detail and critical reasoning to successfully conduct experiments. Reliable Quality Control Specialist with abilities in blueprint interpretation, operations monitoring and quality control inspections. Outstanding communication, active listening and organizational talents. Physically fit and adaptable with the capability to work in various work environments. Strong background in collecting and analyzing quality measures and making recommendations for process and quality improvements. Proven experience within the fitness industry performing direct hands-on work in QA and QC functions with strong familiarity of general practices. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Thorough Quality Assurance Specialist with 17year background in the fitness equipment manufacturing. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Thorough Quality Assurance Specialist with over seven years background in Fitness Equipment manufacturing. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Experienced Quality Control Analyst with demonstrated track record of improving products and procedures by leveraging hands-on inspections, testing methods and data analysis. Disciplined professional with systematic approach to reports and process documentation. Applies excellent attention to detail and critical reasoning to successfully conduct experiments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Senior Quality Part Specialist & Project Manager
Nautilus
01.2016 - 02.2023
- Developed and implemented over 60 process and procedures for Quality to improve efficiency and ensure compliance with regulatory standards.
- Managed lifecycle of over 3900 warranty parts. Tracking inventory spikes and reporting of warranty parts and warranty BOM including updates, and
- Created and trained new product training and troubleshooting documents for Customer Care for over 300 new product launches to ensure timely and accurate resolution of customer issues.
- Collaborated with our Part Planner to address backordered parts with ETA to be proactive with customers. Our goal is to have 97% of parts in stock to quickly resolve issues and provide good customer experience.
- Managed and implemented over 200 Engineering changes requests in Arena Solutions to improve product quality and manage lifecycle.
- Managed over 20 projects related to Quality that focused on customer experience and safety. This included I high visible recall project led by me.
- Established parts policy with executive approval to ensure that we had high-quality and reliable parts for products we managed that were still under warranty.
- Used MaxLoad Container program to create loads for over 100 new products for maximum number of units per container to improve efficiency and reduce shipping costs.
- Developed and presented reports to upper management monthly on Quality-related issues and provided recommendations for improvement.
- Provided training to new analyst to ensure smooth onboarding process and handover.
- Collaborated with cross-functional teams to identify and resolve quality issues and improve customer experience.
- Developed and launched parts self-service web page for all products that were supported which generated over $500,000 dollars in part sales sense implementation.
- Quality Management Systems
- Conflict Resolution and Negotiation Skills
- Time Management and Prioritization Skills
- Data Analysis and Reporting Skills
- Financial Analysis and Budgeting Skills.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Monitored product standards and quality-control programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Promoted adherence to quality standards by educating personnel on quality control.
- Implemented process improvements to increase productivity in quality assurance operations.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Addressed non-conformance issues, pausing production to correct errors.
- Fixed identified issues to improve workflows.
- Fixed identified issues to increase productivity and boost workflows.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Liaised with vendors and end-users to uncover system optimization opportunities.
- Reported problems and concerns to management.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Performed tests and inspections to conform to established standards.
- Reviewed production processes and identified potential quality issues.
- Recorded and organized test data for report generation and analysis.
- Developed and implemented procedures to meet product quality standards.
- Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.
- Conducted data review and followed standard practices to find solutions.
- Assessed products or services to evaluate conformance with quality standards.
- Drafted technical documents such as deviation reports, testing protocol and trend analyses.
- Liaised between quality control and other departments and contractors, providing project updates and consultation.
- Reviewed and validated quality requirements for manufacturing planning, supplier purchase orders, and engineering specifications to meet contract compliance regulations.
Order Management Supervisor
Nautilus
06.2013 - 01.2016
- Managed team of 8-12 employees, providing guidance, support, and coaching to ensure they met their goals and SLAs
- Developed and implemented processes for the Care team to effectively troubleshoot and resolve product issues, ensuring an elevated level of customer satisfaction.
- Created detailed and comprehensive procedures, including step-by-step instructions, for various processes, such as holds releases, to ensure consistency and accuracy.
- Approved payroll for both permanent and temporary employees, ensuring accurate and timely payment.
- Reviewed 1000+ calls and provided feedback to agents, highlighting areas of opportunity and positive feedback to encourage growth and improvement.
- Conducted call quality reviews meetings for Sales& Customer Care team, evaluating adherence to script, professionalism, and critical thinking skills
- Oversaw potential injury reports received from Customer Care teams, ensuring proper documentation and resolution.
- Conducted order hold reviews for fraud and import errors, collaborating with relevant teams to address and resolve these issues promptly.
- Collaborated with Quality to establish a part policy, ensuring that only approved and high-quality parts and knowledge was available to assist the customer and provide a good experience.
- Worked closely with cross-functional teams to identify and implement over 100 process improvements and enhance the customer experience
- Maintained a strong focus on meeting and exceeding customer expectations, promoting a customer-centric mindset within the team.
- Order Hold reviews for Fraud, holds due to import errors.
- Customer Relationship Management (CRM)
- Sent 100's of emails to communicate order status and informed customers of back-orders or shipping delays.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Navigated through 5+ systems to build, track and monitor orders.
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction.
- Maintained knowledge of new product offerings and changes for order provisioning processes.
- Reviewed order terms and conditions with customers to comply with company policy.
- Forecasted with vendors to allocate stock ahead of customer order to reduce lead times.
- Handled customer credit applications and partnered with credit manager for approval and account setup.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Trained new team members on proper and safe use of tools and equipment.
- Assigned tasks to team members to complete within designated time frames.
- Supervised team of helpers, laborers and material movers to efficiently complete tasks.
- Met or exceeded production goals and objectives by following strict procedures.
- Enforced team adherence to safety regulations and protocols.
- Monitored progress of tasks to provide feedback for improvement.
- Developed and implemented strategies to improve team productivity and efficiency.
- Evaluated team performance and provided feedback on areas requiring improvement.
- Resolved conflicts between team members and addressed complaints or grievances.
- Developed standard operating procedures for team to follow and maintained records of activities.
- Maintained accurate records of team attendance and documented disciplinary actions.
- Scheduled shifts and shift changes to accommodate workload and customer needs.
- Determined staffing needs, developing schedules to staff all shifts.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
Customer Care Supervisor
Nautilus
05.2010 - 05.2013
- Developed and implemented over 100 call center policies and procedures to ensure consistency and quality customer service
- Monitored and analyzed call center performance metrics for up to 22 agents to ensure that they met goals set by the department.
- Provided feedback to agents to improve performance and increase customer satisfaction.
- Managed scheduling and allocation of resources to ensure adequate staffing levels for agents.
- Maintained accurate and up-to-date records of customer interactions and transactions.
- Created and processed return authorizations, warranty orders, and credits in Oracle OJDE, Epiphany, and other systems
- Participated in regular training and coaching sessions to enhance skills and knowledge for up leveling agents.
- Created and updated training materials to address common issues and improve call center performance.
- Maintained a positive and respectful attitude towards customers and colleagues, promoting teamwork and collaboration.
- Adhered to company policies and procedures regarding call handling, privacy, and information security.
- Worked closely with IT and other departments to roll out new systems, such as ERP system NetSuite, and participated in the development of related training materials and processes.
- Approved payroll for permanent and temporary employees according to company policies and procedures
- Customer Relationship Management (CRM)
- Customer Service Management
- Evaluated interactions between associates and customers to assess personnel performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Created customer support strategies to increase customer retention.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Worked with providers to define quality metrics and outcome reporting process.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed new employees and on-going performance assessment of current employees.
- Established performance and service goals and held associates accountable for individual performance.
- Managed department call volume of 2300 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Customer Care Lead
Nautilus
05.2008 - 05.2010
- Provided team leadership and support to over 50 agents who managed escalated calls or those requiring specialized knowledge or assistance.
- Managed and resolved 100+ customer complaints and issues related to injuries or accidents involving fitness equipment.
- Assisted with up-leveling training for over 50-100 agents, including enhancing their product and systems knowledge and troubleshooting skills.
- Created and processed 1000+ return authorizations, warranty orders, and credits in Oracle OJDE, Epiphany, and other systems
- Maintained accurate and up-to-date records of customer interactions and transactions
- Provided product information and technical support to customers as needed.
- Created and updated training materials weekly to address common customer issues.
- Maintained a positive and respectful attitude towards customers and colleagues, promoting teamwork and collaboration.
- Adhered to company policies and procedures regarding call handling, privacy, and information security
- Recommended process improvements to reduce the number of escalated calls and improve customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted20-30 call-in customers with questions and orders.
- Maintained and managed customer files and databases.
- Communicated with clients regarding account services, statements, and balances.
- Helped 60-100 customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving flows.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Promoted available products and services to customers during service, account management, and order calls.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Representative
Nautilus
02.2006 - 05.2008
- Provided prompt, professional, and courteous customer service via phone to resolve 50+ customer issues daily.
- Assessed customer needs and concerns and directed them to appropriate resources for resolution
- Troubleshot 20-30 calls per day with customers to help identify the problem and solutions needed fix it.
- Created and processed 1000+ return authorizations, warranty orders, and credits in Oracle OJDE, Epiphany, and other systems
- Participated in regular training and coaching sessions to enhance skills and knowledge.
- Maintained a positive and respectful attitude towards customers and colleagues, promoting teamwork and collaboration.
- Identified opportunities for cross-selling or upselling products and services to customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Some College (No Degree) - Business Administration
Pueblo Community College
PuebloGED -
South High School
Pueblo, CO06.1994
Skills
- Microsoft Office Suite 360, Microsoft Access, NetSuite ERP system, Oracle JDE, Arena Solution
- Documenting process and procedures, and training for agents
- Adept at Performing Analysis
- Collaboration Skills
- Correction Action Planning
- Project Management
- Development Team Trainings
- Verbal and Written Communication
- Cost Savings
- Quality Improvement
- Corrective Actions
- Quality assurance support
Accomplishments
- Documented and resolved Customer Product complaints which led to fixing the Customer issue and preventing the issue in future products.
- Collaborated with team of 12 in the development of a Safety Recall Project .
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved putting parts on our webpage and keeping the parts up to date. Introducing income in what is normally a cost center.
Timeline
Senior Quality Part Specialist & Project Manager
Nautilus
01.2016 - 02.2023
Order Management Supervisor
Nautilus
06.2013 - 01.2016
Customer Care Supervisor
Nautilus
05.2010 - 05.2013
Customer Care Lead
Nautilus
05.2008 - 05.2010
Customer Service Representative
Nautilus
02.2006 - 05.2008
Some College (No Degree) - Business Administration
Pueblo Community College
GED -
South High School
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