Pamela Croff

Quality Assurance & Scheduling Manager

SHASTA INDUSTRIES

PHOENIX

05.1998 - Current

Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
Performed root cause analysis on non-conforming materials or products in order to determine appropriate corrective actions.
Coordinated with other departments such as engineering, manufacturing, sales. in order to resolve any issues related to product quality.
Troubleshot product issues and fixed problems.
Supervised and guided inspectors, technicians, and other staff.
Monitored production activities for conformance to established quality requirements.
Reviewed customer complaints and identified trends in order to develop corrective action plans.
Provided guidance on process improvements and best practices in order to maintain high levels of product quality.
Kept records of quality reports and statistical reviews.
Participated in meetings with customers regarding product specifications or other quality-related topics.
Completed various financial and quality audits for different departments.
Collaborated with cross-functional teams to develop strategies for improving product quality.
Represented the quality assurance department in cross-departmental meetings, contributing to strategic planning and operational efficiency.
Managed daily operations of customer service team to ensure smooth workflow.
Resolved customer complaints promptly to maintain satisfaction levels.
Coordinated team meetings to align on goals and share best practices.
Monitored performance metrics to identify areas needing attention and support.
Fostered positive relationships with clients through effective communication strategies.
Provided exceptional customer service to ensure customer satisfaction.
Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
Upheld quality control policies and procedures to increase customer satisfaction.
Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Monitored phone calls to provide feedback and coaching.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Rolled out operational improvements and solutions to deliver top-notch customer service.
Led team engagement to assist cross-functional departments and achieve goals.
Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
Reviewed accounts for payments received or approved credit arrangements.
Recruited and trained new employees to meet job requirements.
Planned and led team meetings to review business results and communicate new and ongoing priorities.
Assigned work and monitored performance of project personnel.
Reviewed workload distribution regularly to ensure balanced team assignments.
Implemented strategies to improve efficiency in the scheduling process.
Collaborated with other departments to coordinate special events or projects.
Conducted regular performance reviews of scheduling staff members.
Collaborated with outside vendors and served as central point of contact.
Monitored employee absences and tardiness to ensure adequate coverage for shifts.
Utilized MS Office and Excel to analyze data and create spreadsheets.
Facilitated cross-training sessions to ensure staff could cover multiple roles, improving operational flexibility.
Developed a backup plan for critical positions to ensure uninterrupted service.
Engaged community members through outreach events and workshops.
Coordinated volunteer schedules and responsibilities for various community projects.
Provided support during community events, ensuring smooth operations and engagement.
Collaborated with other volunteers to plan activities that would benefit those living in underserved areas.

Summary

Overview

Work History

Quality Assurance & Scheduling Manager

Education

Associate of Arts - Cosmetology

High School Diploma -

Skills

Affiliations

Accomplishments

Certification

MAKE A DIFFERENCE COMMITTEE

Timeline

Quality Assurance & Scheduling Manager

Associate of Arts - Cosmetology

High School Diploma -

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