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Customer Service Supervisor Resume
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| Desired Industry: Automotive/Mechanic |
SpiderID: 20203 |
| Desired Job Location: sterling Heights, Michigan |
Date Posted: 3/19/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: 04/01/2008 |
| Desired Wage: $45,000 yr. |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: Undecided |
Objective:
Daniel R. Terry
4417 Turmeric Street
Sterling Heights Michigan 48314
(586) 419-3405
(586) 726-2859 (fax)
"mail to:dter6359@comcast.net"
Objective: A position that will utilize my 29 years
of automotive
experience in Technical Parts, Engineering
Service and Customer Service experience to create
process improvements
and enhance overall business operations.
Experience: A successful 29-year career at Ford
Motor Company in a
variety of responsible technical, supervisory and
customer assistance
positions. Highlights include:
Quality Office ISO Officer including experience in
ISO Quality
Audits
Provided "Voice of the Customer" input for Global
Craftsmanship
improvements
Customer Relations-Resolved 30,000+ warranty
related issues
Quality Office: As an ISO Auditor for the Quality
Office in 2002, I
was
responsible for implementing
ISO 9001 compliance. In this role, I planned,
conducted and executed
internal ISO
audits in Design & Engineering areas. I also
provided process
recommendations to
improve or meet overall compliance.
Global Craftsmanship: As a Global Craftsmanship
Analyst from 2000
through 2001, I collected and analyzed
consumer reported issues and identified
craftsmanship improvement
issues across all
Ford automotive products, reduced quality related
complaints by 10%
Ford (CAC): As a Customer Assistance Center staff
member from 1986 to
2000, I served a variety of roles, such as:
Providing technical and research-related support
to over 300
Customer
Service Representatives
Training new hires in the fundamentals of
automotive technology
Researching 30,000+ customer issues and
provided technical guidance
on resolution alternatives
Providing final authorization on warranty claims
and providing
dealer
assistance on same
Administrating the warranty claims submission
process including
implementation of
process improvements
Addressing over 1,500 claims to successful
resolution
Ford Engine Ops. As a member of the Ford
Powertrain Operations group
(PTO), from 1973 to 1986,
Conducted powertrain crash dynamics and fatigue
testing, collecting
and recording
stress, quality and safety data. I also oversaw
diesel engine stress
testing analysis
and reporting. In this role I was also responsible
for parts testing
acquisition and inventory management.
Education: BAS, Siena Heights College
ISO Trained, Victoria Group
AS Certification in Automotive and Welding, Henry
Ford College
Auto Dealer Association Sales Training
Sub - Teaching Highschool
Independent contractor for inspecting used
vehicles
Automobile Operations LLC
Coast-toCoast Automobile Inspections $13.00
per hour
Candidate Contact Information:
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