Agnes Viik
Keila
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Quality Specialist
Omniva
10.2019 - Current
- Assisted in the implementation of a continuous improvement culture, contributing to company-wide improvements in productivity and waste reduction.
- Developed comprehensive quality control documentation, standardizing procedures across all departments and promoting consistency.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.
- Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
- Maintained up-to-date knowledge on relevant regulations within the industry, ensuring company practices remained compliant at all times.
- Reduced customer complaints by streamlining the complaint resolution process and addressing root causes of issues.
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
- Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.
- Leveraged strong communication skills to present quality findings and recommendations to senior leadership, influencing buy-in for necessary changes.
- Successfully resolved escalated customer concerns regarding product reliability through transparent communication channels.
- Implemented a robust quality management system, leading to more consistent product output and reduced defects.
- Introduced innovative tools for tracking and analyzing defect data, leading to more targeted process improvements.
- Fixed identified issues to improve workflows.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Fixed identified issues to increase productivity and boost workflows.
- Recorded and organized test data for report generation and analysis.
- Reported problems and concerns to management.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Assessed products or services to evaluate conformance with quality standards.
- Conducted data review and followed standard practices to find solutions.
Customer Service Consultant
Omniva
09.2015 - 10.2019
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Increased client retention through exceptional service and timely solutions to issues.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with team members to share best practices and improve overall performance within the department.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Mentored new hires, providing guidance and support throughout their training period for optimal effectiveness in their roles.
Education
Quality Specialist, EstQF Level 5 - Quality Control And Safety Technologies
Tallinna Majanduskool
Tallinn, Estonia06.2022
High School Diploma -
Tallinna Väike-Õismäe Gümnaasium
Tallinn, Estonia06.2005
Skills
- Customer Satisfaction
- Quality Metrics
- Corrective Actions
- Process Capability Analysis
- Quality improvements
- Project Management
- Decision-Making
- Quality Assurance
- Detail Oriented
- Data Analysis
- Correction action planning
- Problem-solving skills
- Analytical Thinking
- Quality System Implementation
- Critical Thinking
- Data Entry
- Attention to Detail
- Statistical Analysis
- Data Interpretation
Languages
Estonian
Native language
English
Advanced
C1
Timeline
Quality Specialist
Omniva
10.2019 - Current
Customer Service Consultant
Omniva
09.2015 - 10.2019
Quality Specialist, EstQF Level 5 - Quality Control And Safety Technologies
Tallinna Majanduskool
High School Diploma -
Tallinna Väike-Õismäe Gümnaasium
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