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Quality Assurance Manager

Philadelphia, Pennsylvania, 19144, United States
March 16, 2011

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Arhonda La Rue Williams

*** **** ***** ******

Philadelphia, PA 19144

Cell Phone 215-***-****



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


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


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


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%.


Contract Processor

Follow-Up Representative

Quality Control Manager

Lost Securities Manager


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


To be provided upon request

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