Customer Service Quality Control
Resume:
Vanessa Hammons
abjcxz@r.postjobfree.com
Summary: Seeking a leadership opportunity with an established firm which would
allow me to contribute my skills, education and experience to meet and
exceed the organizations goals.
Accomplishments:
Management
Extensive skills in virtually every aspect of Management in a high
production manufacturing operation, with hands-on production
supervisory responsibilities in customer-driven, compliance led team
environments.
Skilled in troubleshooting and problem resolution, training and
supervision of donor intake technicians, phlebotomists, quality control,
adherence to SOP specifications, and equipment maintenance per
FDA, CLIA, COLA, and GHA standards. I have also performed as an
Internal Quality Auditor.
Experience: Talecris Plasma Resources Peoria, IL
Assistant Manager 2005 to Present
• Managed an organization of 37 employees in plasma collection
facility in accordance with cGMP, SOP, FDA, and GHA
requirements. Hosted audits with various regulatory entities.
• Provided strategic direction to staff to maintain customer focus.
• Create appropriate organization environment and value system,
which stimulates the morale and productivity of the work force and
its leadership.
• Planned employee schedules, responsible for HR functions
including hiring, development of staff and training, disciplinary
actions and termination, and maintenance of all personnel records.
• Supervise donor selection, plasma collection and all manufacturing
records to maintain the highest production standards in accordance
with Federal and State regulations, with FDA approved, Standard
Operating Procedure manual, OSHA, CLIA, and cGMP through
systems in place and via QA/Training programs.
• Created detailed budgets for operations, tracked actual expenses,
reviewed exceptions, and managed facility against the agreed upon
budget.
• Held monthly safety meetings to review accident rates and
prevention measures; CPR and Basic First Aid certified.
• Maintained detailed records of all center activities to meet regulatory
requirements.
• Assisted with Quality review and preparation of multiple plasma
shipments.
• Maintained 100% operation capacity of production with 30% staff
reduction by redesign of operational processes and improved
training and staff utilization.
• Functioned as Interim Center Manager as required.
• Supervised up to 42 employees, scheduled work hours, resolved
conflicts, and determined salaries.
• Developed a highly responsive employee relations department and
spearheaded special events to improve employee relations.
• Created detailed budgets for the various operations, tracked actual
expenses and reviewed exceptions.
• Purchased production supplies and materials, maintaining effective
inventory control.
• Purchased equipment, established service contracts and ensured
timely repairs.
• Prepared and presented Center work plan at leadership meetings.
• Developed a highly responsive employee appreciation committee
and spearheaded special events to improve employee relations.
Anderson Financial Network Inc. Peoria, IL
Customer Care Consultant 2004 to 2005
• Total customer service care for Sprint local phone customers.
• Maintained quality standards in keeping with the code of ethics.
• Generated $5000 + in revenue monthly.
• Training of new hires to ensure quality service is maintained.
• Order filling for new customers, set up of digital and voice services,
dispatching repair technicians to complete work and repair orders,
and troubleshooting repair issues.
Caterpillar Inc. Morton, IL
Parts Specialist 2003 to 2003
• Quality control of machine parts and their allocation.
• Some supervision of workers performing parts allocation duties.
• Operated fork lift to transfer parts within the warehouse facility.
Peoria Public Schools, Dist. 150 Peoria, IL
Substitute Teachers Assistant 2001 to 2003
• Assist with preparation of lesson materials, bulletin board displays,
exhibits, equipment, and demonstrations. Tutor and assist children
individually or in small groups in order to help them complete
assignments and to reinforce learning concepts presented by
teachers.
• Organize and label materials and display students work in a manner
appropriate for their age levels and perceptual skills.
• Present subject matter to students under the direction and guidance
of teachers, using lectures, discussions, or supervised role-playing
methods.
Illinois Department of Transportation Peoria, IL
Engineer Technician 2001 to 2001
• Summer internship position assisting Civil Engineer with
construction of bridges and overpass from planning process to job
completion. Supervision of small construction crews.
• Recorded and filed crew production and billing rates for materials
used. Verified amounts of materials used in production correlates
with job specifications and amounts billed for.
• Tested various materials and equipment utilized in the construction
process prior to them being put into use.
Education: Bradley University Peoria, IL
None/ Degree in process 2011
Illinois Central College East Peoria, IL
Associates of Applied Sciences 2000
Additional Training:
• Strong training skills.
• More than 3 years hands-on experience in Managing small groups
of employees.
• Knowledgeable and experienced in all phases of incident
investigation and reporting.
• Familiar with Microsoft Office computer software.
• Excellent communication, interpersonal and organizational skills.
• Trained in conflict resolution.
• Yellow Belt in Six Sigma Operations.
• Skilled in testing laboratory equipment and materials.
• Management courses in Supervision, Key Link to Productivity I & II,
Advanced Supervisory Techniques I & II, Communication in the Real
World, Training the Employee on the Job, Principles and Practices
of Management I & II, Managing Effective Leadership Teams,
Crucial Conversations, and Achieving Your Highest Priorities.
References: Available upon request
Contact this candidate