Summary
Overview
Work History
Education
Skills
Timeline
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Briana Hickey

Coralville

Summary

Experienced Quality Engineer with extensive IDT knowledge, excelling in root cause analysis and complex problem-solving. Passion for improved customer satisfaction through strategic technical partnership and exceptional communication. Focused on driving continuous improvement by implementing sustainable countermeasures to reduce risk of failure modes.

Overview

6
6
years of professional experience

Work History

Quality Engineer, Complaint and Process Failure

Integrated DNA Technologies
12.2020 - Current
  • Identifies and investigates potential failure modes for customer complaints, SCARs, Issues/CAPAs, and nonconformances to determine root cause, and to recommend countermeasures.
  • Completes investigations for Issue Reviews to identify trending complaints and the appropriate actions for remediation, where necessary.
  • Represents IDT in recurring calls with strategic customers for technical expertise and escalated level of complaint support.
  • Participates in DBS activities such as TPI Kaizen and PSP to champion continuous improvement.
  • Manages workload for team members and works with cross functional stakeholders to accommodate escalation requests/reprioritization of tasks where appropriate.
  • Contributes to new hire onboarding and development through mentoring and training sessions.

Senior Key Account Manager

Integrated DNA Technologies
10.2018 - 12.2020
  • Established and maintained relationships with strategic customers through exceptional communication and customer service.
  • Configured price quotes and facilitated order entry for custom projects.
  • Collaborated cross-functionally to address issues quickly and satisfactorily.
  • Developed and implemented standard work and SOP's for improvement of TAT and accuracy during quoting and order entry.
  • Trained both new and current employees on everyday job functions
  • Represented Service in the development and launch of the CPQ tool (Project Gladiator)

Customer Care Advocate

Integrated DNA Technologies
02.2018 - 09.2018
  • Handled customer inquiries via phone, email and web chat.
  • Improved the customer experience by providing direction and guidance on IDT website navigation.
  • Processed customer orders received via email or over the phone, ensuring accuracy.
  • Collaborated with sales reps to update discount quotes and provide price quotes to customers.

Education

Bachelor of Science - Biomedical Engineering

University of Iowa
Iowa City, IA
12.2017

Skills

  • Excellent Communicator
  • Root Cause Analysis
  • Complex Problem-Solving
  • Team Leadership
  • DBS tools
  • Critical Thinking
  • Customer Service
  • Time Management

Timeline

Quality Engineer, Complaint and Process Failure

Integrated DNA Technologies
12.2020 - Current

Senior Key Account Manager

Integrated DNA Technologies
10.2018 - 12.2020

Customer Care Advocate

Integrated DNA Technologies
02.2018 - 09.2018

Bachelor of Science - Biomedical Engineering

University of Iowa

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Briana Hickey