Experience

Currently Available

• Sacramento, California Area

• Quality / Operations Management Leader

  • Jun 2018 - Present



Broadridge Customer Communications

• El Dorado Hills, California

• Quality / Operations Leader

  • Jun 2000 - 2018

  Quality Assurance Leader (2000 - 2018) Develop, implement, and track key measurements of the Process Quality Assurance department to ensure process stability and continuous improvement. Reviews factory processing exceptions and initiates necessary actions to provide feedback to appropriate Operations Directors and Vice-President’s to assist in preventing reoccurrence. Multi-site operations responsibility, determine staff training needs through review of employee performance results and establishes career path goals and objectives. Provide external customers with BRCC “Quality Story” and current processes during RFP’s. Significant interface with senior management with strong interpersonal, communication, leadership, and organizational skills are essential to this position. • Established real-time reporting system eliminating rework realizing an annual saving of $1.5M • Accurate and timely exception reports provided to senior management to initiate process improvement initiatives [Pareto principle (80/20) rule] • Developed self-directed, empowered, process driven shift teams, eliminating the need of 8 on-shift supervisors resulting in a labor cost saving of $ 3.5M annually • Streamlined Customer Inquiry Analysis & Research process resulting in quick turnaround of response time, accurate identification of the root-cause and mitigation processes, resulting in increased customer satisfaction in print and eSolutions business segments. • Led Kaizen events [continues improvement] focusing on reduction / elimination of waste, rework, and redundancies • Lead internal / external audits in order to meet and maintain compliance certifications, specifically Full Service Platinum Certification a USPS requirement for mass mailers. ISO 27001: Information Security and ISO 9001-2015: Quality Management System certification Show less



Broadridge Customer Communications

• Eldorado Hills, CA

• Customer Service Technician

  • 1998 - 2000

  Customer Service Technician (1998- 2000) Knowledge of internal communication’s systems i.e. HEAT, MAGIC, Incident Reporting, and Case management systems is a must. Validate client’s output using “Quality Validation” system to ensure elimination of exceptions. • Monitored client jobs daily to ensure timely completion, meeting high standards of quality requirements. • Escalated any potential road blocks in processing to all concerned departments for timely action. • Communicated any potential unavoidable delays to the clients, a proactive approach. • Ensured the best quality output delivered to the client’s subscribers at all times Show less