Customer Service Management

ANDREA LANE, AQI

** ********* ***** ( San Rafael, California 94901

415-***-**** ( ********@*****.***

Project Management ( Planning Management ( Change Management

View a talented and accomplished management professional with expertise in

planning and leading successful projects and programs. Highly adept at

process improvement, presentation delivery, relationship management, and

cross-functional team supervision. Talents include supporting business

strategies, developing solutions, and designing policies/procedures.

Effective training demonstrated in multiple areas. Able to control costs,

enhance productivity, and drive revenue.

Operations Management ( Project Management ( Program Development (

Strategic Planning

Staff Development ( Labor Management ( Consultative CRM ( P&L Management (

Cost Control

Client Liaison ( Public Speaking/Presentations ( Database Management ( Data

Analysis & Presentation

( Problem Solving ( Process Analysis ( Metrics Design ( Process

Improvement

PROFESSIONAL EXPERIENCE

BAYER HEALTHCARE PHARMACEUTICALS, INC, Contract, Emeryville, California (

2008 - Present

HES Analyst

Process Improvements

. Wrote gap analyses to show status quo compliance

. Developed accident metrics analysis, targeted graphics campaign;

started injury reduction trend

. Managed Injury Illness Management System and PRIMO (Plateau) Learning

Management System

. Conducted Job Hazard Analyses (JHA) in Quality and Manufacturing

functional areas; identified and tracked CAPAs

. Liaison to QC/QA department for HES functions; internal safety audits

external compliance and learning audits

. WBT development for environmental health and safety classes in Lectora

. Write SOPs, develop process workflow designs

. Effective organization communication skills, written and presentation

KAISER FOUNDATION HOSPITALS, Oakland/Richmond, California ( 2005 - 2007

Workplace Safety Consultant

Carried out process improvements designed to reduce/eliminate workplace

injuries and illnesses for two locations of $31 billion national HMO.

Performed safety evaluations, risk analyses, root cause analyses, and

program integration. Prepared and delivered multiple training sessions.

Ensured compliance with regulatory standards and budget limitations.

Conducted worksite/ergonomic evaluations. Authored reports for senior

management. Analyzed data and disseminated information relating to

injuries, risk, mitigation strategies, and related issues, including MSDS.

Process Improvements:

. Designed and implemented wide variety of training programs, including

Train the Trainer sessions for various workplace safety and business

unit groups.

. Developed and deployed graphics and written materials to promote safety.

Introduced contests, campaigns, awards, and incentive plans to maximize

interest in safety and quality.

. Conducted new employee orientation in environmental health & safety, and

workplace safety, for employees, managers, and nurses.

. Introduced use of assistive lifting devices, new filter systems, and

emergency data charts.

Major Accomplishments:

. Reduced injury levels 55% at Oakland facility and 56% at Richmond

facility, compared to overall company reduction of only 29%. Saved

company several hundred thousand dollars in lost time.

. Trained 600 nurses in safety areas, and designed updated safety training

curriculum.

. Selected as management representative for Regional Safety team, based on

success at fostering relationships with union/non-union personnel, and

overall job performance.

. Led institution of new forms and procedures for workstation and clinical

areas to track accidents and facilitate root cause analyses. Procedures

adopted as Best Practices.

FORENSICS ANALYTICAL, at Kaiser Foundation Hospitals

San Rafael/Richmond/Oakland, California( 2003-2005

Workplace Safety Consultant

Performed workplace safety and quality consulting across the continuum at

several Kaiser Permanente locations for national environmental and safety

consulting firm. Conducted staff training, developed relationships with

union and non-union personnel, analyzed workplace conditions, and

formulated solutions. Developed instructional curricula to promote safety

and team play. Carried out extensive research on severity of injuries and

potential regulatory violations.

Major Accomplishments:

. Identified high injury departments and established communications with

managers.

. Conducted safety, hazard identification, risk prioritization, risk

mapping, risk remediation, and other training programs, performed vendor

research, and developed remediation plans.

. Achieved over 24% decrease in injuries at San Rafael facility in only 6

months.

. Improved relationships with medical/surgical departments to help improve

preparation of Supervisor Incident Illness and Injury Reports.

. Wrote technical manual as preparation to Institute first 'no lift'

policy and procedure guideline for ICU/TCU areas.

. Produced 18% reduction in workplace injuries at Oakland facility, and

10% at Richmond facility.

ADVANCED INTERACTIVE SYSTEMS, Renton, Washington ( 2002-2003

Contract Trainer

. Provided security training of airport personnel for Homeland Security.

Training areas included customer service, baggage inspection, and

complex detection equipment/instrumentation.

. Promoted to supervisor based on superior job performance.

. Recognized for improving relationships between airport personnel and TSA

teams.

CERTIFIED EMPLOYMENT, Emeryville, California ( 1999-2001

Manager, Corporate Marketing and Sales Training

. Managed marketing and sales training functions. Developed collateral,

class materials, and promotional strategies. Provided event management.

. Authored book on selling of staffing services that covered lead

identification, territory management, needs assessment, account

penetration, relationship building, and negotiations.

. Designed and implemented annual marketing campaign, including all

collateral.

. Developed sales contests, mentored sales associates, and worked with

area managers to identify needs and formulate effective solutions.

. Created and implemented sales training program for $40 million staffing

firm. Managed marketing functions. Authored curricula, collateral, class

materials, and promotional strategies.

. Increased revenue $16 million, and profitability 35%, in just 1 year.

. Set company record by acquiring 300 new accounts in 1 year.

CAREER NOTES: Previously held positions of Western Area Development Manager

with Hickory Hams (1996-1999) and District Operations Manager with Public

Storage (1991-1995). Trained staff on policies and procedures, maintained

safety functions, supervised 50 persons across 14 locations, and achieved

major revenue increases. Details available on request.

EDUCATION & TRAINING

Project Management Certificate, with Distinction

University of California Berkeley Extension, Berkeley, CA

Master of Business Administration in Business

Coursework Complete

San Francisco State University, San Francisco CA

Bachelor of Arts in History

University of California, Los Angeles, California

Train the Trainer:

Systems of Safety, Customer Service, Selling Skills, Needs Assessment,

Training Delivery & Evaluation, Presentation Skills, Interpersonal

Communications Multiple HR Certificate Consensus Decision Making, Interest

Based Problem Solving, HazMat for Hospitals

Current Software

MS Windows XP, Vista, 7, MS Office XP, MS Office 2007, Visio, MS Project,

Lectora, PLATEAU, IIMS, Lotus Notes, Outlook, Eudora, CS Design 4,

PageMaker 6.5, 7, CS In Design, Photoshop CS, Acrobat 9.0 Interactive

Forms, Publisher, CRM, MIDAS

Contact this candidate