Customer Service Quality Control
Resume:
Profile
Dynamic professional, offering more than 20 years of demonstrated organization, customer service, quality control, communication and project management skills. Motivated, personable, effectual manager. Proven success for meeting deadlines within challenging environments.
Proficiencies
Safety Assurance Production/Manufacturing CFR Title 21 part 606 cGMP/FDA Regulations eProgesa by MAK Systems Polices & Procedures Inventory Management Distribution Quality Control Project Planning Negotiations Customer Service Team Leadership Organization Scheduling/Dispatch Word/Outlook Professional Experience
Have had the privilege of being with the American Red Cross since 1990, working in several different departments throughout the organization. At each position, was instrumental in streamlining and improving processes, enhancing productivity and implementing strategic solutions. Component Supervisor 2008 – 2015
Managed staff of 40-50 employees with primary focus on Cryo Lab and Component Lab operations. Responsible for breaking down delivered blood shipments into multiple products per the Master Production Schedule. Initiated production of new product; conducted staff training on same. Ensured compliance with (and prepared reports of service for) State and Federal regulations, National Blood Services Directives, AABB standards, FDA and CGMP regulations, and A. R. C. Standard Operating Procedures. Quality Control and Assurance; BTIL and Master Production Schedule reviews. Employee reviews and assessments; staff training on S. O. P.s Scheduler/Timekeeper 2006 – 2008
Time reconciliations for 150 employees of the Eastern MA region. Involved in National Share Services project to unify the national approach to payroll practices and procedures. Staffed 10 blood drives daily, maintaining internal and client customer satisfaction. Scheduling Coordinator 1998 – 2006
Collections Planning & Scheduling Supervisor 1996
Collaborated with internal departments on new product implementation teams, including, but not limited to: Telestaff, computerized staffing, E-Time electronic time cards.) Managed productivity of blood drives for the Western MA region; assisted in meeting and exceeding fiscal collection goals. Developed and maintained assignment schedules for staff of 77 nurses and phlebotomists. Assured all areas of staff training were met as established by A. R. C. Distribution Supervisor 1994 – 1996
Transportation Supervisor/Coordinator 1991 – 1992
Dispatcher 1990 – 1991
Directed quality 24/7 storage, packaging and distribution of collected blood products for NE region. Increased product revenue by successfully recommending/administering expansion of business into new territory. Recruited, scheduled and managed staff of 52 employees. Negotiated contracts and assignments with outside vendors (air freight, bus companies, local couriers). Developed, implemented and maintained procedures designed to monitor routing efficiency and effectiveness and driver accountability.
Thomas Duff
56 Jacob Street, Dracut MA 01826
******@*******.***
Education and Training
Northern Essex Community College
Associates Degree
Computer Science
CFR Title 21 part 606 & cGMP/FDA
Blood Manufacturing Regulations
(similar to food and pharmaceuticals regs)
eProgesa by MAK Systems
Electronic Tracking of Blood Production
ADP Payroll System
Reporting; Error Corrections; Sign-Offs
Word/Outlook/Some Excel Using Lean Production Manufacturing Practices References
Furnished upon request
Thomas Duff
Looking for a new start
56 Jacob Street, Dracut MA 01826
******@*******.***
Contact this candidate