Manager Quality Assurance
Resume:
CATHLEEN HARRINGTON
Tracy, CA *5376
Phone: 209-***-****
Email: **************@*****.***
EXECUTIVE SUMMARY
I have expertise experience in drafting contracts, negotiating services, record keeping, audit compliance, regulation compliance, quality
assurance, operations, training/development, product planning, call center and managing staff. Cost savings include reducing vendor
costs by $250K annually, shipping one product by $80K annually and streamlining processes that cut down transaction time. Strengths
include;
VENDOR MANAGEMENT
Drafting of Contracts
Negotiating Services
Global Metrics Design
Product Compliance
Regulatory Compliance
Capacity Planning
Planning/Procurement
SOFTWARE OPERATIONS
Drafting contracts
Negotiating services
Logistics Management
Staff Management
Product life cycle Mgmt
Profit and Loss Mgmt
CALL CENTER (Help Desk)
Product knowledge
Knowledge Base Article Creation/Publication
Call Metrics
Customer Escalation Handing
Phone/Call etiquette/Customer Service
Confidentiality (HIPPA)
COMPLIANCE
Regulatory compliance (HIPPA, Fed. Railroad Admin.)
Pre-employment background research vendor manager
Legal research/testimony
Draft agreements and contracts
Interpret policy
PROGRAM MANAGEMENT
Client Relationship Mgmt
System Implementation
End User Testing/Training
Liaison Technical/Business
Program Planning/Implementation
EDUCATION and TRAINING
6/2008 CTEC 60 hours CA Tax Preparer Certificate
9/2007 The Sarbanes-Oxley Act & Corporate Governance Certified, ApexCPE Training
8/2007 Sarbanes-Oxley Act of 2002 Certified, ApexCPE Training
4/2007 Human Resources Certified
3/2007 Project Management Certified
2/2007 Six Sigma Greenbelt Certified
2/2006 Advanced Paralegal Certification, University of Monterey Bay, California
2/2006 Notary, California – renew 2014
8/12/2005 Paralegal II Certification, University of Colorado Pueblo
2002 Mediator Certificate CDR Associates, Boulder Colorado
1985-1987 Administration of Justice, San Jose City College, California
Attended extensive technical, business, interpersonal skills, and leadership training. Highlights include: Leadership, Negotiations,
Presentations, Problem Solving and Process Improvement, Conflict Management, Change Management, High Conflict Negotiations and
HIPAA (Health Insurance Portability and Accountability Act) classes.
TECHNICAL SKILLS
Microsoft Windows, Office and PowerPoint, Unix products, Solaris, Netscape, Openwindows, Project Management Tool, Lexis Nexis,
StarTel 5160 system.
SELECTED ACCOMPLISHMENTS
TECHNICAL SUPPORT MANAGER 9/19/2006-8/16/2012
Petz Enterprise, Inc. (Professional Tax SW business & Consumer Product Management) Tracy, CA
•Managed Technical Support Specialists Managers.
•Prepared and managed budgets for Technical support & KPIs.
•Provided leadership and customer service excellence training to TSS.
•Test software applications and report bugs (root cause analysis).
•Drafted policy and procedures.
•Legal research and response to subpoenas (custodial of records) & witness to records in court.
•Provided 7/24 support during professional tax season (Dec-Mar).
•Developed staff, hire, terminate and hire temporary staff during season.
MANAGER OF OPERATIONS 11/14/2005-9/15/2006
BayConnect LLC, Fremont, CA
Telecommunications company. Duties include:
•Managed the daily call center operations, escalations and customer inquiries.
•Procedure drafting and implementation.
•Developed Call Agent training material.
•Conducted Call Agent Training.
•Followed up on Client referrals and inquiries.
•Drafted of marketing material and mailing.
•HIPPA compliance training.
CLINIC AND COLLECTOR NETWORK MANAGER 1/05/2005-5/27/2005
Automatic Data Processing Selection and Screening Services, Fort Collins, CO
•Pre-employment background research vendor manager.
•Managed the Clinic and Collection network for pre-employment and on the job drug testing services.
•Drafted contracts and negotiated services.
•Compliance adherence of the Federal Regulatory Authority (FRA) Regulations and C.F.R. part 40.
•Compliance adherence to HIPAA (Health Insurance Portability and Accountability Act).
•Managed internal and remote staff, 300 subcontractors and 4,200 Clinics.
•Managed the client protocols and chain of custody forms.
•Managed the daily operations, metrics, quality assurance, corrective action plans, and client relationships.
•Managed invoice reconciliation to the clinics and laboratories.
VENDOR MANAGER 1/28/2004-1/05/05
Automatic Data Processing Selection and Screening Services, Fort Collins, CO
•Pre-employment background research vendor manager.
•Drafted contracts and negotiated services.
•Research and compliance by state for reporting and pre-employment screening.
•Manage 200 Vendors in the field of pre-employment screening.
•Implemented a Vendor cost savings of $250K annually.
•Drafted and implemented the statement of work, vendor selection process, pricing models, metrics, and vendor scorecards.
•Managed the daily operations, metrics, quality assurance, corrective action plans, and client relationships.
•Resolved customer escalations.
•Provided strategic direction in future vendor relationships and business strategies.
BUSINESS TECHNOLOGIST 3 6/2003-09/2003
ProUnlimited Contracting Services for Sun Microsystems, Inc. Broomfield, CO
•Managed key system programs for various business units in the Global Supply Chain.
•Managed the external customer portal to improve customers experience for their information needs.
•Prioritized requests for enhancements and bugs to various software applications.
•Wrote business requirements, tracked user developed applications, and transition applications to technical support.
•Managed the quality assurance testing analysis, and data input/output to applications.
PROGRAM MANAGER 2001-2002
Sun Microsystems, Inc. Broomfield, CO
•Managed a global team (US, UK, Asia, Latin America and Canada) of thirty businesses, technical, and consulting personnel on a new
hardware inventory control system including boundary systems.
•Managed system enhancements and bug reports.
•Managed the business requirements from internal and third party vendors.
•Quality assurance of data and testing the input/output of systems internally and externally to/from third party vendors (B2B).
•Implemented numerous system enhancements which improved repair vendor performance resulting in greater inventory accuracy,
improved product identification, and decreased reconciliation time.
•Liaison to the business and technical groups.
SOFTWARE OPERATIONS MANAGER/VENDOR MANAGEMENT 1996-2001
Sun Microsystems, Inc. Milpitas, CA
•Managed a team of buyer/planners for software manufacturing and distribution of over $20M.
•Product compliance and adhere to product regulations and procedures.
•Managed product life cycle and teamwork with engineering.
•Re-engineered the software business by eliminating duplicate processes and reducing transactional cost by 25%, which increased quality
and reduced cycle times.
•Implemented an online distribution strategy for software reducing costs by $80K annually.
•Wrote software system functional specifications for Sun’s software distribution system.
•Quality assurance, writing test scripts for end users, and analysis of input/output of data integrity.
•Conducted benchmarking of software businesses and vendors.
•Outsourced the software operations.
VENDOR MANAGEMENT duties included:
•Drafted contracts and negotiated services.
•Created the global scorecard (US, UK, Asia, Latin America and Canada).
•Managed vendors to align best business practices and vendor selection process,
•Worked with vendors to create strategic plans for software distribution and corrective action plans.
•Successfully managed the profit and loss to budget.
•Instilled team values and promoted creativity in team members, resulting in employee nominations and receipt of two companywide
bonus programs for teamwork, leadership and excellence.
ISO AUDIT COMPLIANCE MANAGER, Sun Microsystems, Inc.1995-1996
NEW SYSTEMS DEVELOPMENT MANAGER, Sun Microsystems, Inc. 1991-1995
SYSTEMS ANALYST, Sun Microsystems, Inc. 1988-1991
Contact this candidate