Rebecca Detherage
Barbourville,KY
Summary
Diligent Quality Manager with 17 years of experience making sure products and services meet internal and external standards. Skilled in management, QA operations, polices and procedures. Organized and analytical with excellent written and verbal communication skills. Experience hiring and developing individual team members. Committed to thoroughly assessing product quality and manufacturing processes to achieve excellent results and customer satisfaction.
Overview
23
23
years of professional experience
Work History
Quality Manager
Maximus Federal
11.2017 - 11.2022
- Improved quality processes for increased efficiency and effectiveness.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Adhered to all legal, safety and health standards.
Quality Lead
General Dynamics
08.2013 - 11.2017
- Documented nonconforming material and reported to appropriate team leaders for review and assessment.
- Supported quality control assessments on manufacturing floor.
- Advised and led process improvement team with deliberation, leadership and strategic planning.
- Adapted procedures to mitigate issues and improve deficiencies.
- Reported problems and concerns to management.
Quality Specialist
General Dynamics
03.2008 - 08.2013
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Monitored product standards and quality-control programs.
- Promoted adherence to quality standards by educating Customer Service Representatives (CSRs) on quality control.
Call Center Supervisor
Vangent, Inc
10.2007 - 03.2008
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised 12-20 Customer Service Representatives (CSRs) in providing excellent customer service to callers requiring assistance for Medicare and healthcare issues.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
Project Administrative Assistant
Vangent, Inc.
01.2007 - 10.2007
- Organized project documents to help Supervisors, Managers, and boost team productivity.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
Call Center Supervisor
Vangent, Inc.
07.2006 - 10.2006
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Supervised [Number] [Job title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Trained team members on performance metrics and consumer behavior identification.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Quality Control Representative
Pearson Government Solutions
04.2003 - 07.2006
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Monitored product standards and quality-control programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Promoted adherence to quality standards by educating Customer Service Representatives (CSRs) on quality control.
Lead Representative
Pearson Government Solutions
11.2002 - 04.2003
- Boosted customer experiences by delivering superior customer service and issue resolution.
- Generated reports detailing findings and recommendations.
- Developed and updated monitoring schedules and tracking spreadsheets using Excel.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
Customer Service Representative
Pearson Government Solutions
05.2002 - 11.2002
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative/Bay Specialist
Telespectrum/Datatrac Information Services
09.1999 - 05.2002
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Applied Science - Business Administration
Iowa Central Community College
Fort Dodge, IA02.2009
Skills
- Problem-Solving Ability
- Corporate Presentations
- Critical Thinking
- SOP Review
- Issue Resolution
- Management of Personnel Resources
- Team Training
- Documentation Control
- Judgment and Decision-Making
- Excellent Researching Skills
- Quality Assurance
- Microsoft Office
Additional Information
Six Sigma Yellow Belt DMAIC Transactional and DMAIC Process-Production -2007
Photographer
Timeline
Quality Manager
Maximus Federal
11.2017 - 11.2022
Quality Lead
General Dynamics
08.2013 - 11.2017
Quality Specialist
General Dynamics
03.2008 - 08.2013
Call Center Supervisor
Vangent, Inc
10.2007 - 03.2008
Project Administrative Assistant
Vangent, Inc.
01.2007 - 10.2007
Call Center Supervisor
Vangent, Inc.
07.2006 - 10.2006
Quality Control Representative
Pearson Government Solutions
04.2003 - 07.2006
Lead Representative
Pearson Government Solutions
11.2002 - 04.2003
Customer Service Representative
Pearson Government Solutions
05.2002 - 11.2002
Customer Service Representative/Bay Specialist
Telespectrum/Datatrac Information Services
09.1999 - 05.2002
Associate of Applied Science - Business Administration
Iowa Central Community College
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