Customer Service Quality Assurance

GLENN HULTGREN

**** ******* **** *****, **********, FL 32796

407-***-**** / 321-***-**** / ***********@*******.***

QUALIFICATIONS SUMMARY

Business and Operations Research, Metrics, and Forecasting

Policies and Procedures

Business Analysis/Performance Budgets and Expenditures

Program/Project Management

Quality Assurance Data Management and Reports Contract

Administration

EDUCATION

B.A. Degree, Public Administration (Minor: Applied Computer Science)

University of Central Florida, Orlando, FL

PROFESSIONAL EXPERIENCE

A1 Virtual Service (www.a1virtualservice.dx.am), Titusville, FL (12/11-

Present)

Business Owner (Seeking company position)

. Perform highly skilled professional and administrative duties remotely

for businesses and clients in the following areas: operations, program

and project coordination, data management and reports, metrics and

performance, budgets and expenditures, policies and procedures, business

setups, online marketing, social media, research, writing, office tasks,

and customer service.

. Manage operational, financial and accounting, and business performance

activities to achieve optimal profits for company. Also, deliver quality

and friendly customer service while retaining existing clients.

. Created and administer company web site, www.a1virtualservice.dx.am.

Apply search engine optimization (SEO), online marketing, and social

media activities to promote the site.

Quintiles Biopharmaceuticals, Laboratories, Clinical Trials Materials,

Marietta, GA (11/06 - 12/11)

Senior Coordinator/Analyst

. Senior Coordinator/Analyst to the Department Manager in leading and

overseeing operations and production. Also, Project Manager and provider

to facility CEO for global projects.

. Utilized MS Excel to assess, manipulate, manage, and report production

and performance data. Executed software techniques to produce desired

results, metrics, and reports. Also created spreadsheets for staff to

input/collect data and manage operations.

. Administered, evaluated and reported the departmental budget and

expenditures. Also conducted and facilitated the development and

justifications for the budget.

. Analyzed and reported demands, workloads, capacities, statuses,

schedules, deadlines, and productivity rates for 80,000 to 125,000

products a month. Forecasted production demands then submitted reports of

results and recommendations.

. Audited operations, processes, procedures, policies, resources, and staff

for quality assurance and compliance. Formed results and causes then

constructed and applied solutions, corrective actions, and preventive

measures for deficiencies.

. Developed policies and procedures and administered them in Open Text

Enterprise Content Management (ECM) Suite, and Document and Content

Lifecycle Management system.

Seek Squad Research, Apopka, FL (08/01- 11/06)

Business Owner

. Performed online research, managed data and findings, analyzed results,

and produced reports/charts for clients based on needs and criteria.

. Conducted organizational assessments, created information-gathering

mediums (e.g. surveys), and produced reports of results and

recommendations for clientele.

. Utilized MS Excel and MS Access to import, analyze, interpret,

manipulate, compile, and administer information/data. Applied

calculations, modifications, and software functions to perform overall

projects, generate customized data and results, as well as create charts

and reports.

. Administered operations, conducted daily business tasks, and performed

accounting and bookkeeping duties through QuickBooks. Also, delivered

quality customer service while retaining clients.

. Created, administered, and maintained company web site, seeksquad.com

with Adobe Photoshop and Dreamweaver, as well as HTML. Performed SEO,

online marketing, and social media activities.

Seminole County Government, Administrative Services, Sanford, FL (08/98 -

08/01)

Senior Coordinator/Analyst

. Senior Coordinator/Analyst to the Director in leading and overseeing

operations, and consultant to all sub-departments. Collaborated in

outside departments and meetings to achieve common goals.

. Managed the department's budget and executed budgetary analysis and

procedures. Assessed and reported expenditures compared to the progress

of programs and services.

. Administered and assessed programs and projects on a departmental and

countywide basis. Also analyzed and reported the status, progress, and

effectiveness of these areas.

. Created, updated and evaluated policies and procedures, and constructed

literature of visions, missions, strategies, goals, objectives, and other

planning elements.

. Performed audits and assessments of operations and organizational

performance of internal organizations and outside contractors.

. Executed contract administration duties and monitored contractual

performance of providers.

COMPUTER AND SOFTWARE EXPERIENCE

MS Access, MS Excel, MS Word, MS PowerPoint, MS Project, QuickBooks, AS400,

Local Government Financial System (LGFS), Quintiles Lab Information

Management System (QLIMS), EDA Quality Assurance System, Open Text

Enterprise Content Management Suite (ECM), Social Media

AWARDS & ACCOMPLISHMENTS

Assigned to Scotland Facility for Improvements, Quintiles

Biopharmaceuticals

3 Star Awards for Performance and Team Work, Quintiles Biopharmaceuticals

VOLUNTEERISM

United States AmeriCorps (Peace Corp in America), Florida State Parks, Full-

time for One Year

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