Steven Hernandez
Stockton,CA
Summary
Seasoned Quality Manager and Customer Support Manager with a proven track record of enhancing product compliance and customer satisfaction. Excelled in leading ISO 9001 certification, leveraging advanced Excel literacy and a team-oriented approach to drive significant process improvements. Skilled in SOP development and fostering employee growth, consistently achieving and surpassing quality KPIs. Results-driven Customer Support Manager adept at achieving high levels of productivity and task completion with efficiency. Possess strong skills in problem-solving, conflict resolution, and customer relationship management.
Overview
15
15
years of professional experience
Work History
Quality Manager and Customer Support Manager
Scientific Specialties, Inc.
Lodi, CA
02.2014 - Current
- Managed internal audit program, identifying non-conformances and leading corrective action plans.
- Trained and developed employees in effort to contribute to overall professional growth.
- Ensured compliance with environmental, health, and safety regulations, minimizing risks and promoting a safe workplace.
- Investigated customer complaints regarding product quality issues and developed strategies for resolution.
- Developed and implemented quality assurance processes to ensure product compliance with customer requirements.
- Led ISO 9001, 2015 certification process including documentation preparation and implementation.
- Identified opportunities for process improvements through data analysis techniques such as Six Sigma methodology.
- Developed effective strategies for resolving customer disputes quickly and efficiently.
- Advised customers on how best to utilize products or services to meet their needs.
- Supported sales team members to drive growth and development.
- Communicated regularly with management regarding progress on complaint resolution.
- Collaborated with other departments to ensure prompt resolution of customer issues.
- Oversaw technical staff during development of new products and intellectual property.
- Maintained working knowledge of new techniques, technologies and concepts.
- Fostered a team-oriented environment, encouraging collaboration and knowledge sharing among quality and production staff.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Facilitated root cause analysis and implemented preventive measures to reduce product defects and improve quality.
- Produced thorough, accurate and timely reports of project activities.
- Represented the company in external audits, demonstrating the effectiveness of the quality management system.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Established quality KPIs and reported on performance to senior management, highlighting achievements and areas for improvement.
- Operated computerized instrumentation for testing purposes.
- Developed test plans, scripts, cases for system integration testing and User Acceptance Testing.
- Maintained accurate records of all client interactions using an electronic database system.
Quality Lead Technician
Chem W. LLC.
Stockton , CA
06.2010 - 02.2014
- Oversaw the development of quality control documentation, including test procedures and inspection criteria.
- Performed root cause analysis for detected faults and developed corrective actions.
- Inspected sites before and after treatments for signs of environmental damage or contamination.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Mixed chemicals and fertilizers according to manufacturer instructions and safety standard to protect people, pests and vegetation from harm.
- Maintained accurate records of application activities, including materials used, application rates, and areas treated.
- Mixed and prepared various chemicals for application to crops, trees, lawns and shrubs.
- Participated in industry conferences and seminars to stay abreast of current developments in the field.
- Operated all equipment and applied product materials according to specifications, preventing accidents and reducing overall waste.
- Identified opportunities to improve customer satisfaction and loyalty.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Delegated work to staff, setting priorities and goals.
- Developed strong relationships with customers through positive interactions.
- Resolved customer complaints or answered customers' questions.
Quality Assurance Technical Team Lead
Central Valley Testing
Stockton , CA
02.2010 - 02.2010
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Performed manual testing activities such as functional testing, regression testing, system testing, and acceptance testing.
- Collected specimens for lab testing to test with standard chromatography machine.
- Analyzed qualitative and quantitative data to identify trends, patterns or correlations.
- Prepared detailed evaluation reports summarizing findings, conclusions, and recommendations.
Education
ISO 9001: 2015 Lead Auditor
09-2023
Lean Six Sigma Black Belt -
Villanova University
Villanova, PA01-2023
Technology of Injection Molding
Paulson University
01-2022
Lean Six Sigma Green Belt -
Villanova University
Villanova, PA01-2019
General Biology
Sacramento State
Sacramento, CA01-2010
Skills
- Advanced Excel literacy
- Document Management
- Operation Monitoring
- Protocol optimization
- Design of experiments
- Word and PowerPoint proficient
- Team player with positive attitude
- Employee development and training
- Problem-solving abilities
- Focused on customer satisfaction
- Corrective actions
- SOP development and implementation
Timeline
Quality Manager and Customer Support Manager
Scientific Specialties, Inc.
02.2014 - Current
Quality Lead Technician
Chem W. LLC.
06.2010 - 02.2014
Quality Assurance Technical Team Lead
Central Valley Testing
02.2010 - 02.2010
ISO 9001: 2015 Lead Auditor
Lean Six Sigma Black Belt -
Villanova University
Technology of Injection Molding
Paulson University
Lean Six Sigma Green Belt -
Villanova University
General Biology
Sacramento State
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