Marvin Henderson
Peoria,IL
Summary
Diligent Quality Manager with 20 years of experience making sure products and services meet internal and external standards. Skilled in market research, project management, and statistical analysis. Organized and analytical with excellent written and verbal communication skills.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
38
38
years of professional experience
Work History
Quality Systems Manager
Grifols Biomat USA
08.2021 - Current
- Mentored fellow team members on best practices in quality assurance, fostering a culture of continuous learning and growth.
- Championed root cause analyses to accurately pinpoint areas of improvement within the organization''s processes and procedures.
- Implemented comprehensive training programs for staff, ensuring consistent understanding and application of established processes across all departments.
- Advised management of quality audit non-compliance issues to facilitate improved audit compliance rates.
- Worked with users to maintain accurate quality records and supporting materials to document quality-related activities.
- Maintained quality system documentation and updated specific documents to reflect new audit or test results.
- Assured regulatory compliance with applicable industry standards by staying abreast of updates or changes in requirements, adjusting organizational policies accordingly when necessary.
- Archived quality audit reports and generated searchable index to facilitate improved report access.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Spearheaded the successful passing of several compliance audits including EMA, PPTA, FDA and COLA.
- Advanced overall customer satisfaction by monitoring and addressing quality-related complaints promptly.
- Managed supplier relationships, ensuring consistent delivery of high-quality raw materials for production.
Self-Employed Driver
Uber
01.2017 - Current
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Delivered goods and products to customer on time and in excellent condition.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Made it a personal goal to complete over 10,000 hours of driving
- Achieved safe driving records by consistently following traffic rules and regulations.
Independent Business Consultant
ASCENDA USA INC. DBA 24-7 INTOUCH
01.2019 - 10.2019
- Handled confidential customer business and operational information.
- Fostered strong relationships with clients through consistent communication and collaboration.
- Managed multiple projects concurrently, ensuring timely delivery and high-quality results.
- Conducted meetings with clients to determine project intent, requirements and budgets.
- Led training sessions for client staff members to improve skillsets and enhance overall performance.
- Delivered valuable insights gleaned from competitive analyses conducted for each client engagement project.
- Managed complex projects from inception through completion, consistently meeting deadlines and exceeding expectations.
- Increased profitability by $60,000 analyzing pricing structures, identifying inefficiencies, and recommending adjustments accordingly.
Assistant Manager, Operations
HGS
01.2003 - 09.2018
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Major emphasis focused on situation analysis, process improvement, improving consumer experience and sales performance
- Direct 60+ employees and manage sales, quality, and cost controls
- Managed operation to save the client $63,000 YOY to assist with their bottom line
- Reduced employee turnover by fostering a positive work environment and addressing staff concerns promptly.
- Introduced training programs that enhanced employee performance and helped build a motivated workforce
- Reduced shrinkage during seasonal ramp, bench-marking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs
- Elevate swift resolutions of customer issues to preserve customer loyalty while complying with company policies
- Organized a smooth transition from El Paso TX to Peoria.
- Contributed to increased revenue generation through upselling strategies and effective promotional campaigns within the department.
Operation Manager
USA ARMY — El Paso, TX
09.1986 - 06.1996
- Managed strategic planning, training, employee development, and preventing financial loss
- Train, direct and motivate employees of 40+
- Manage coordinate action plans for daily operations, establish work priorities and ensure consumer inquiries were handled effectively while meeting cost, productivity and quality goals
- Directed project management efforts in support of goals which oversaw identifying and investigating fraud which led to saving company over $100,000 in assets
- Orchestrated turnaround of sub-standard site performance, achieving or exceeding all key measurement parameters in fitness
- Increased service by 20% by taking advantage of real-estate that was not in use
- Implemented employee recognition program measurably improving staff morale.
Education
Some College (No Degree) - Information technology
EL Paso COMMUNITY COLLEGE
El Paso, TXSkills
- GMP Knowledge
- Customer Focus
- CAPA Management
- Operational Excellence
- Quality Metrics
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Conflict Resolution
- Call center experience
Training
Completed numerous courses and seminars in customer service, business management, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment. I also have other credits that were transferable from my military experience.
Timeline
Quality Systems Manager
Grifols Biomat USA
08.2021 - Current
Independent Business Consultant
ASCENDA USA INC. DBA 24-7 INTOUCH
01.2019 - 10.2019
Self-Employed Driver
Uber
01.2017 - Current
Assistant Manager, Operations
HGS
01.2003 - 09.2018
Operation Manager
USA ARMY — El Paso, TX
09.1986 - 06.1996
Some College (No Degree) - Information technology
EL Paso COMMUNITY COLLEGE