Starla Johnson
Corporate Quality Manager
Stafford,VA
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
19
19
years of professional experience
Work History
Corporate Quality Manager
Integration Technologies Group
05.2023 - Current
- Coordinated successful external audits by preparing personnel, documentation, and facilities for review by regulatory bodies.
- Supported business growth initiatives through development of comprehensive quality management systems.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Reduced non-conformances by conducting thorough root cause analyses and implementing targeted corrective actions.
- Monitored staff organization and suggested improvements to daily functionality.
- Established proactive approach to problem-solving through regular team meetings, promoting open communication lines between departments.
- Streamlined internal audit processes for increased efficiency and timely identification of areas for improvement.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Established and tracked quality department goals and objectives.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Coordinated and oversaw periodic audits to evaluate product quality and address non-conformances.
- Executed tests to check final product adherence to company standards.
Business Process Consultant -Trainee
Integration Technologies Group
04.2022 - 05.2023
- Executed directed tasks associated with planning, implementation, monitoring, and completion of process improvement projects against ISO 9001, ISO 20000, ISO 27001, EVM, CMMI and other related improvement methodologies as dictated by contracts.
- Documented, implemented, and provided training, coaching and facilitation to help clients achieve process improvement objectives.
- Provide auditing, training, coaching and documentation writing to customers.
- Conducted internal ISO 9001, ISO 20000, ISO 27001, EVM and CMMI training courses.
- Monitored and supervised clients under assigned areas of responsibility.
- Ensures quality of assigned projects.
- Devised and implemented processes and procedures to streamline operations.
- Developed customized solutions to address unique client needs and enhance satisfaction rates.
Customer Communication and QA Manager
Integration Technologies Group
01.2012 - 01.2022
- Facilitated daily operations and provided oversight to customer call center, administrative functions, and logistics.
- Managed over 100 customer calls, provided expert guidance, service inquiries, and processed warranties
- Effectively cultivated positive relationships and guided constructive dialogues with discontented clients to defuse tensions, resulting in heightened client satisfaction and ongoing company revenue.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed presentations, briefs, memos, for highly visible company processes and procedures.
- Hired, trained, monitored and evaluated Quality Control personnel.
- Managed and oversaw daily quality control surveys to ensure customers are being contacted on daily basis and customer responses are entered into ITG Center database.
- Reviewed quality assurance data and assists Quality Assurance Representative in analyzing customer complaints and identifying issues and problem areas.
- Ensured that all appropriate aspects of ITG service records are completed accurately and properly according to contract requirements.
Operations/Customer Service Call Center Manager
Integration Technologies Group
01.2005 - 01.2012
- Implemented new scheduling practices to optimize staff availability during peak call times.
- Reengaged customers by positively enhancing their experience which resulted in increased positioning of products and services that directly supported customer retention
- Triaged customers' problems by analyzing situations, exploring viable options, and successfully providing creative and complaint solutions to retain customer's loyalty.
- Followed company procedures to ensure all complaints were tracked, discussions were facilitated for prompt resolution and transferred to appropriate departments for required action
- Provided additional mentoring and guidance to subordinate staff to promote clear understanding of new products and return and warranty system
- Mentored and coached team members, fostering supportive and collaborative work environment.
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
- Collaborated with cross-functional teams to develop strategies for improving overall call center performance.
Education
High School Diploma -
Hayfield Secondary
Alexandria, VA 05.2001 -
Skills
Customer Service
Timeline
Corporate Quality Manager
Integration Technologies Group
05.2023 - Current
Business Process Consultant -Trainee
Integration Technologies Group
04.2022 - 05.2023
Customer Communication and QA Manager
Integration Technologies Group
01.2012 - 01.2022
Operations/Customer Service Call Center Manager
Integration Technologies Group
01.2005 - 01.2012
High School Diploma -
Hayfield Secondary
05.2001 -
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