Quality Assurance Manager
Resume:
Arhonda La Rue Williams
Philadelphia, PA 19144
Cell Phone 215-***-****
E-mail: *******@*******.***
Objective
To obtain a challenging position utilizing my extensive managerial
experience in process improvements, project development, research and
most notably process and results management'; thereby creating
efficiencies, enhancing quality assurance, and adding significant
sustainable value to the overall success of an organization.
Summary of Qualifications
Proven mid-level diversified employee with experience in the financial
services and healthcare staffing and recruiting industries. Expertise
in operations, human resource capital as it pertains to project
management, results management, quality assurance, process audit and
improvement, business analysis, research and team-building.
Innovative with a reputation for building strong relationships between
operations and support functions within an organization.
Work Experience
2003-Present - Delta T Group Inc.,(Staffing and Recruiting Company)
950 Haverford Road, Suite 200, Bryn Mawr, PA
19010
2006-2010 Results Management
Reports directly to the COO with full responsibility for
facilitating, tracking, and evaluating the implementation
of the front-end core processes used by the 210 sales and
staffing department personnel. The responsibility includes
the entire15 state operation, whose success is measured via
daily results. Conduct ongoing monitoring of assigned
processes/ procedures among sales and staffing department
personnel within the company to ensure effective
operations, proper completion, and accuracy. Responsible
for the improvement of par or below par results; therefore
training and retraining is a core responsibility. Weekly
reports to senior management to include recommendations and
project plans to ensure daily and weekly results. Frequent
travel to train new operational managers and employees in
their respective offices. 60% increase in business
opportunities upon implementation of a new bulk process I
developed.
2003-2006 Quality Assurance Coordinator
Reports directly to the Quality Assurance Director.
Responsible for a team of 10 Quality Assurance
Representatives. Daily review of all core processes
regarding independent contractor credentials along with
ensuring full state and federal regulations compliance.
Full review of each contractors' continued status -
Approximately 7500 active contractors. Formal
presentations and updates to full sales and staffing team
on all new state or federal regulations. Monitoring and
auditing of all files, processes and client requirements.
Continuous improvement projects to enable compliance while
reducing non-value added work. Weekly generation of
reports for each office to illustrate compliance to senior
management. Accuracy increased to 98.7% from 79% after
working with team and introducing value added processes and
defined supporting roles and responsibilities.
1989-2003 Keane Tracers Services Corporation,
One Tower Bridge, 100 Front Street, Suite 300,
Conshohocken, PA 19428
6/02 Director of Special Services
Managed RCU, Lost Securities, Quality Control and Mailroom
functions. Managed two Supervisors and their 30 staff
members. Full P&L responsibility and maintained budgeted
numbers. Responsible for the hiring, development and
terminations of all staff. Developed, lead and implemented
all departmental projects. Responsible for generating
weekly activity reports to the Executive Team.
6/02 Project Team
During my tenure with Keane Tracers, I was selected to join
a project team developed to integrate the sales
responsibilities and service duties within the company.
During this time I worked with 5 other members of the team
to assess current processes, evaluate effectiveness, create
new procedures and outline as a whole. My experiences
included effective team building, training techniques,
presentation skills and effective documentation writing.
This experience led to a promotion to Director of Special
Services.
6/98 Research Correspondence Unit Manager
Managed a staff of processing clerks and mailroom staff.
15 Processing clerks produced all contractual agreements,
issuance of legal documents through the court system and
internal filings. The mailroom staff of 20 responsible for
all incoming and outgoing mail for the entry organization.
Conducted regular performance evaluations and salary
increases for staff. Management and coordination of
outside vendor relationships. Costs were down 25% and
vendor satisfaction was at 90% from 65%.
*1989-1994
Contract Processor
Follow-Up Representative
Quality Control Manager
Lost Securities Manager
Education:
Willingboro H.S. (Willingboro NJ) - 1982
Received Diploma
Burlington County College - 1983
Evening class: Data Processing
Other work related trainings:
Keane Tracers - 2000 - 2001
Project Team Training (topics below):
o Team Building
o Conflict and Team Performance
o Communication Model
o Writing & Executing a Project Plan
Keane Tracers - 1997 - 1998
Seminars Attended:
o Management (Stages of Team Development)
o Excel (beginners class)
Professional Awards:
Donnelly Directory - 1988: Employee of the Month Award
Keane Tracers - 2001: Project Team Award
Delta-T Group - 2006 - Team Player Award
Delta-T Group - 2007: Sense of Urgency Award
Delta-T Group - 2006 and 2009: Employee of the Month
References
To be provided upon request
Contact this candidate