Kailey Edinger
Summary
Skilled Quality Complaints Specialist focused on defining and maintaining quality targets, analyzing root cause analysis, ensuring implementation of corrective actions, and routinely communicating performance to increase Quality Culture and ownership.
Overview
7
7
years of professional experience
Work History
Quality Complaints Specialists
Wacker Chemical
02.2023 - Current
- Responsible for monitoring and tracking all quality complaints for the Silicone division. This includes entry into SAP system, resolution in timely manner, analyzing root cause analysis and ensuring implementation of correction actions.
- Assists the Quality Manager in coordinating customer and supplier visits and audits as well as attending as needed.
- Works with the Quality Manager and the business teams to define quality targets. Uses those targets to monitor progress towards the targets, initiate improvement actions, and routinely communicates performance to increase Quality Culture and ownership throughout the business teams.
Marketing Coordinator
Metro Group Management Corp
02.2022 - 01.2023
- Developed brand marketing plan strategies to increase brand awareness.
- Tracked analytics for social channels and web traffic.
- Wrote, proofed and edited content in accordance with company guidelines.
Quality Control Specialist
Metro Group Management Corp
01.2021 - 01.2023
- Recommended improvements to systems and procedures for increased productivity.
- Consulted with management and personnel to educate on QA standards.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
Community Association Manager
Metro Group Management Corp
08.2019 - 01.2023
- Collaborated with board of directors to address financial matters and develop budgetary guidelines.
- Demonstrated in-depth knowledge of community rules and regulations.
- Coordinated and negotiated service agreements for trash removal, landscaping and other property services.
- Facilitated timely resolution to neighborhood challenges and Co-owner complaints.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Managed day-to-day activities involving co-owners, subcontractors and property management.
Call Center Representative
The Carpet Guys
04.2017 - 09.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
BBA - Business Management
Eastern Michigan University
Ypsilanti, MI12.2020
Skills
- Client Relations
- Operations Management
- Property Service Contract Administration
- Dispute & Disturbance Handling
- Administrative Leadership
- Budget Preparation
- Complaints Investigation
- Decision Making
- Critical Thinking
- Document Management
Accomplishments
- Promoted from Administrative Manger to Community Association Manager, in less than 12-months.
- Promoted to Quality Control Specialist while continuing to maintain my roll of Community Association Manager, in less than 12-months.
Timeline
Quality Complaints Specialists
Wacker Chemical
02.2023 - Current
Marketing Coordinator
Metro Group Management Corp
02.2022 - 01.2023
Quality Control Specialist
Metro Group Management Corp
01.2021 - 01.2023
Community Association Manager
Metro Group Management Corp
08.2019 - 01.2023
Call Center Representative
The Carpet Guys
04.2017 - 09.2019
BBA - Business Management
Eastern Michigan University
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