Terese Hale
Bedford
Summary
Dynamic professional with extensive experience at Sam Moore/HF Custom Furniture, excelling in quality assurance and customer service. Proven track record in problem-solving and team leadership, enhancing customer satisfaction through effective complaint handling and training initiatives. Adept at fostering collaboration across departments, driving continuous improvement, and maintaining high-quality standards.
Overview
5
5
years of professional experience
Work History
Customer Service Expeditor
Sam Moore/HF Custom Furniture
04.2025 - Current
- Acted as a liaison between various internal departments when coordinating resolutions for particularly challenging cases, fostering teamwork and cooperation towards shared goals of exemplary customer service delivery.
- Assisted customers with navigating company website and online resources, increasing self-service options and reducing support requests.
- Provided prompt assistance to customers experiencing delays or complications during the ordering process, minimizing negative impacts on the business relationship.
- Resolved complex customer issues by utilizing strong problem-solving skills and attention to detail.
- Collaborated with cross-functional teams to ensure smooth order fulfillment, leading to improved client satisfaction rates.
Quality Assurance Supervisor
Sam Moore/HF Custom Furniture
09.2024 - Current
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.
- Optimized workflows by regularly reviewing processes for inefficiencies or redundancies, implementing changes that improved overall productivity.
- Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
- Reduced defect rates through meticulous inspection and proactive identification of potential issues.
- Monitored testing processes, test development and user acceptance testing.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Inspected products and worker progress throughout production.
- Established and tracked quality department goals and objectives.
- Monitored staff organization and suggested improvements to daily functionality.
Quality Assurance Lead
Sam Moore/HF Custom Furniture
07.2021 - Current
- Mentored junior team members in quality assurance best practices, fostering a culture of continuous improvement.
- Implemented continuous improvement initiatives within the QA team to elevate performance levels consistently across projects over time.
- Collaborated with cross-functional teams to ensure seamless integration of QA efforts into product development lifecycle.
- Identified process gaps and implemented corrective actions, resulting in higher efficiency and reduced error rates.
- Coached and motivated 7-person QA team to develop competencies.
- Coached and motivated 7-person QA team to develop competencies.
- Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
- Delivered timely and accurate reports on test results, facilitating informed decision-making for product improvements.
- Coached and motivated 7-person QA team to develop competencies.
- Communicated directly with QA team to resolve user-reported problems and questions.
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
- Wrote, reviewed and approved documents to preserve quality assurance.
- Identified needed test resources and worked within budget restrictions to coordinate procurement.
Line Cook
Moosies Restaurant
08.2020 - 07.2021
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Collaborated with team members to maintain a clean and safe working environment, adhering to health and safety guidelines.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prepared and cooked full course meals based on restaurant recipes and specifications.
- Plated and presented all dishes to match established restaurant standards.
- Upheld strict sanitation standards while preparing meals, maintaining a clean workspace free of cross-contamination risks.
- Checked food temperature regularly to verify proper cooking and safety.
Prep Cook
Dam Grille
05.2020 - 08.2020
- Demonstrated strong multitasking abilities, managing multiple food stations simultaneously without compromising quality or speed.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Contributed to a positive work atmosphere through effective communication and teamwork among staff members.
- Reduced food waste by properly storing ingredients and monitoring expiration dates.
- Followed orders from head chef to establish productive and timely preparation of meals.
- Supported the success of daily operations by assisting chefs with ingredient prep work as needed.
- Maintained optimal food quality by adhering to strict guidelines for food safety and sanitation.
- Preserved freshness of food by storing food in designated containers and storage areas within freezer or refrigerator.
- Expedited food preparation for timely service by closely following chef''s instructions and prioritizing tasks.
- Provided support during peak business hours, ensuring smooth service flow while maintaining high-quality output.
Shipping Coordinator
Frank Chervan
11.2019 - 05.2020
- Prepared and maintained accurate records of shipments and deliveries to enable tracking history and acquire consistent information.
- Established strong working relationships across departments, fostering a cohesive and collaborative work environment.
- Managed warehouse inventory by conducting regular audits, ensuring accurate record-keeping, and optimizing storage space utilization.
- Reduced delivery times for increased customer satisfaction by coordinating with carriers and optimizing shipment routes.
- Resolved shipment issues promptly by collaborating with internal teams and external partners to find effective solutions.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Optimized warehouse layout for more efficient storage and retrieval of goods.
- Reduced delivery times by optimizing routes and carrier selection.
Education
High School Diploma -
Palmer High School
Palmer, MASkills
- Complaint handling
- Warehouse operations
- Staff training and development
- Strong leadership
- Teamwork and collaboration
- Problem-solving
- Vendor relationship management
- Attention to detail
- Excellent communication
- Calm and professional under pressure
- Microsoft office
- Quality control
- Emotional intelligence
- Reliability
Accomplishments
- Supervised team of 7 staff members.
- Used Microsoft Excel to develop quality tracking spreadsheets.
Timeline
Customer Service Expeditor
Sam Moore/HF Custom Furniture
04.2025 - Current
Quality Assurance Supervisor
Sam Moore/HF Custom Furniture
09.2024 - Current
Quality Assurance Lead
Sam Moore/HF Custom Furniture
07.2021 - Current
Line Cook
Moosies Restaurant
08.2020 - 07.2021
Prep Cook
Dam Grille
05.2020 - 08.2020
Shipping Coordinator
Frank Chervan
11.2019 - 05.2020
High School Diploma -
Palmer High School
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