Customer Service Quality Assurance
Resume:
Robert Montgomery
Email: *********@********.***
Address: *** ******** ***** ***. ***
City: Katy
State: TX
Zip: 77450
Country: USA
Phone: 262-***-****
Skill Level: Management
Salary Range: $90,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Robert F. Montgomery
333 Dominion Drive, Apt. 822
Katy, Texas 77450
*********@********.***
Nov 6, 2012
Dear Human Resources Department:
I am submitting my resume for your consideration for a managerial position with your company. I have most recently served as Director of Products and Customer Service for BloodCenter of Wisconsin. My accomplishments have included the following:
*Eliminated quality and regulatory audit findings for last 4 years
*Enhanced customer satisfaction rating from 85% to 100%
*Increased revenue from $45M to $70M over 8 years
*Reduced expenses by $400K from 2011 to 2012
*Contributed to meeting $130M annual revenue and operational strategic goals
*Successfully led 1 Manager, 4 Supervisors and 70 staff.
In addition to the above skills, I can also offer:
*Over 30 years of progressively responsible supervisory experience
*6 years supervisory experience in a multi-cultural environment
*4 years of effective teaching advanced laboratory technologists
*Effective leading using LEAN principles
*Experience as Lead Internal Auditor
I bring to the table solid work experience, quality background, strong customer focus, and proven leadership skills. I eagerly anticipate the opportunity to discuss your goals and ways in which I might help you achieve and exceed them. Thank you for considering my qualifications and I look forward to discussing the opportunity with you soon.
Sincerely,
Robert F. Montgomery
ROBERT F. MONTGOMERY
333 Dominion Drive Apt. 822
Katy, TX 77450 * 262-***-****
*********@********.***
Accomplished leader with a dynamic track record and comprehensive and technical background
SUMMARY OF QUALIFICATIONS
Established leader with a history of bringing quality and analytical experience to enhance customer service and functional excellence. Outstanding interpersonal, training and presentation skills. Strong in LEAN healthcare implementation, project management and expense management.
Core Competencies
Customer Service Quality Assurance Process Reengineering (LEAN)
Project Management Strategic Planning Budget Management
Change Management Training and Education Negotiation
Professional Experience
BloodCenter of Wisconsin 2004 - Present
Director of Products and Customer Services
*Manage production planning, quality, inventory and sales
*Enhance customer satisfaction and increase revenue generation
*Promote interdepartmental cooperation and respect
*Negotiate contracts with hospitals and other blood centers
Key Accomplishments
*Eliminated quality and regulatory audit findings for last 4 years
*Reduced outdates, defects and expenses by 10%
*Increased customer satisfaction from 85% to 100% and revenue from $45M to $70M over 8 years
*Successfully negotiated (on an annual basis) million dollar contracts to surpass budget requirements
*Implemented 2 computer systems
South Texas Blood and Tissue Center 1999 - 2004
Director of Product Management
*Oversee production and accessioning laboratory, storage and distribution
*Ensure regulatory requirements are met
*Maintain performance records for QC procedures, proficiency surveys and corrective action
*Prepare and maintain budget for 3 departments
Key Accomplishments
*Implemented new component prep system - 1st blood center in USA to do so
*Converted center to new collection protocol to increase ROI
*Created new lab to expedite processing time of products
South Texas Blood and Tissue Center 1994 - 1999
Assistant Director of Quality Assurance
*Manage quality improvement program
*Responsible for management of donor deferral system
*Oversee and manage internal audits
*Assist in preparation and presentation of training and educational programs
Key Accomplishments
*Assisted in successfully preparing center for ISO 9002 certification, 1st blood center in USA
*Contributed to establishment of the internal auditing program (lead internal auditor)
*Converted blood center to state of the art computer system
*Facilitated in the design of and move to a new Blood Center building
Education
*Our Lady of the Lake University: Masters of Business Administration, 1996
*Wayland Baptist University: Bachelor's of Science, Medical Technology, 1992
*Academy of Health Sciences: Diploma, Medical Technology, 1978
Licensure & Certification
*University of Wisconsin Milwaukee: Certificate, Strategic Leadership Series, 2007
*Certificate, BSI Training Services Auditor/Lead Auditor Examination, 1997
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