RICHARD T. CORNWELL Jr.
QA/QC Quality Auditor
PHOENIX,ARIZONA
Summary
Detail-focused Quality Auditor known for productivity and efficiency in task completion, with over 19 years in the natural gas utility industry. Specialize in process optimization, compliance monitoring, and risk management, bringing valuable insights into operational improvements. Excel in communication, problem-solving, and adaptability, ensuring seamless coordination across teams to maintain high standards of quality assurance and control.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Quality Assurance Quality Auditor II
Southwest Gas Corporation
Phoenix, AZ
02.2013 - Current
- Created, performed, and led audits of internal process reviews (Reviews) and external product/service supplier audits (Audits) on company, contractor, and supplier operational processes & procedures.
- Created & led quality-driven continuous improvement special projects (Projects) of multi-year, multi-department initiatives to ensure company policies/procedures were implemented, managed, and effective.
- Managed, trained, and supported department Team Members and company Subject Matter Experts (SMEs) assisting in department work.
- Developed, implemented, and maintained review/audit plans, checklists, documents, reports, memos, process maps/flowcharts, and procedures.
- Created highly detailed and/or high-level reports and presentations on findings, concerns, and observations, including recommendations for improvements, for division, senior, and executive management.
- Identified process gaps by comparing actual results against expected outcomes.
- Investigated and identified quality issues to uncover root causes and explore potential corrective actions.
- Built relationships with internal stakeholders and external suppliers/contractors to facilitate effective communication.
- Reviewed, analyzed, and validated review/audit documents, records, reports, system data, tracking mechanisms, and required training to assess compliance with federal, state, local, and internal company requirements, and maintained all documentation in an organized manner.
- Participated in cross-functional teams to facilitate the completion of company-assigned quality objectives and goals.
- Ensured good stewardship and fiscal responsibility while traveling for work, which included booking travel and other logistics within company service territories and throughout the United States.
- Designed quality guidelines and procedural manuals to communicate important information with internal/external end users & stakeholders.
- Sought opportunities for professional development and training to achieve certification and continuing education, including maintaining Senior Membership in the American Society for Quality (ASQ) and Certified Quality Auditor (CQA) ASQ certification.
Risk Management & Safety Corporate Administrative Coordinator
Southwest Gas Corporation
Phoenix, AZ
09.2006 - 02.2013
- Handled all incoming telephone calls and correspondence from internal departments and external customers, contractors, claimants, and agencies.
- Handled, filed, and created claim files and AR billable damage files.
- Composed and edited complex and sensitive correspondence, reports, presentations, records, and documents.
- Reviewed and processed department invoices and expense reports for accuracy using company software applications before submitting them for payment approval.
- Handled sensitive information with discretion, maintaining confidentiality and compliance with relevant laws and policies.
- Researched claim information in various company systems and compiled data from multiple sources into spreadsheets or databases for analysis.
- Coordinated internal meetings and events, including scheduling, logistics, and catering.
- Oversaw travel arrangements for staff, including flight bookings, accommodations, and itineraries, optimizing budget and preferences.
- Maintained comprehensive databases and filing systems, both electronic and paper, to ensure information is organized and easily accessible.
- Prepared, communicated, and monitored the annual and Three-Year Plan department budget, including reporting on monthly variances and writing budget overage/underage justifications.
- Compiled monthly, quarterly, and year-end reports for the department using Microsoft Word, Excel, and PowerPoint.
- Utilized moderate to complex decision-making skills, problem-solving skills, and critical-thinking skills in all aspects of the job.
- Monitored office safety protocols and conducted regular checks to ensure compliance with health and safety regulations.
- Assisted in natural gas fire training classes for local fire agencies.
- Worked in conjunction with the Supervisor of Facilities and Security in managing and maintaining the division's security system and facilities management program.
- Provided assistance during special projects or events as needed.
Customer Assistance Representative (Call Center)
Southwest Gas Corporation
Phoenix, AZ
05.2005 - 09.2006
- Answered incoming calls and emails from customers regarding inquiries, complaints, and requests.
- Resolved customer issues with patience and understanding.
- Utilized active listening techniques during conversations with customers.
- Adhered strictly to company protocols while dealing with clients.
- Suggested new ways to improve the level of customer service provided by the company.
- Demonstrated strong problem-solving skills when handling customer issues.
- Participated in team meetings to discuss strategies for improving customer experience.
- Provided excellent customer service to customers in a timely manner.
- Performed data entry of customer orders into the system.
- Updated system with order specifics and customer details, preferences, and billing information.
- Educated customers on company policies and procedures as necessary.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
BA - Elementary Education
Ottawa University
Phoenix, AZ09-2005
Associate of Applied Science - Motion Picture and Television Production
Scottsdale Community College
Scottsdale, AZ05-2002
Associate of Arts - General Studies
Glendale Community College
Glendale, AZ05.1999
Skills
- Intermediate to Expert in Microsoft Suite Products
- Proficient in Quality/QMS Systems, Internal Process Reviews & Product/Service Supplier Audits
- Corrective/Preventive Action & Root Cause Analysis
- Technical Process, Procedural, Report, & Audit Writing
- Strong Capability in Data, Metric & Key Performance Indicator (KPI) Analysis, Tracking, Trending & Reporting
- Strong Process Mapping/Flowcharting Skills
- Verification of Federal, State, Local & Internal Compliance Requirements & Standards
- Strong Prioritization & Time Management Skills
- Expert Communication Skills
- Tailoring Report Level/Detail per Audience
- Ability to Meet Strict Deadlines
- Critical Thinking & Decision-Making Skills
- Able to Work in a Team Environment or Independently
- Schedule Coordination
- Training and Coaching
- Project Management
- Ability to Travel
Certification
Certified Quality Auditor - American Society for Quality
- Issued 12/7/2013
- Expires 12/31/2025
- Certification #: 46426
Senior Member - American Society for Quality
- Phoenix Audit Division
- Member since 2013
Home Phone
(623) 703-4052
Home Email
rtcele78@gmail.com
Work Phone
(602) 395-4342
Work Email
richard.cornwell@swgas.com
References
References available upon request.
Timeline
Quality Assurance Quality Auditor II
Southwest Gas Corporation
02.2013 - Current
Risk Management & Safety Corporate Administrative Coordinator
Southwest Gas Corporation
09.2006 - 02.2013
Customer Assistance Representative (Call Center)
Southwest Gas Corporation
05.2005 - 09.2006
BA - Elementary Education
Ottawa University
Associate of Applied Science - Motion Picture and Television Production
Scottsdale Community College
Associate of Arts - General Studies
Glendale Community College
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