Support Specialist Quality Assurance

Resume

CHERYL L. POWERS

P 619-***-**** E cherylpowers1@gmail, com A Cardiff By the Sea, CA. W www.Linkedin Profile Career Highlights

Top producer - Highest completed cases in the western region of the US. 10 years collecting research data for the USDA, FDA, US Dept of Energy, NIH, & Johns Hopkins health studies. Traveled extensively throughout the US to Introduce research benefits and objectives to communities to encourage the public to participate in new health studies.

High refusal conversion rate. I converted case refusals into viable willing participants for the FDA tobacco health study in an extremely challenging region where most demographics were 7-generation tobacco farming families.

Managed home therapy care business Increasing revenues by 40 % in 5 years by sourcing better pricing on consumables and generating new accounts by building solid relationships in healthcare communities. Skill Summary

Quality Control

Customer Support

Case Management

Training & Development

Education

Norfolk State University

Norfolk, VA.

B.S. Business Administration

GPA 3.71

Software Programs

Adobe

Microsoft Suite Concur

UKG

Kronos

Firm Recruiting

References

Professional and personal

available upon request

Experience

Westat, Inc. Washington, DC. — Quality Control Specialist January 2014 – Present

● Administrative - Provide administrative support to the Project Director and Managers. Follow-up with field staff on missing items to finalize cases. Manage an extensive 12K database of health participants. Notifies management of issues that hinder project goals. Conduct tracing efforts for hard-to-locate health participants.

● Talent Acquisition - Assist with talent acquisitions for hiring field staff. Conducts candidate application screening, phone interviews, & video interviews: process background investigations, employment verifications, and new hire onboarding procedures. Make recommendations for hiring qualified candidates. Help instructors remotely with onboarding, training courses, equipment issues, & mock interview practice with new hires.

● Quality Control - Review recorded audio interview cases to ensure the research data was verbatim and the answers were recorded correctly. I rate the quality of the interviewer based on complex criteria. I conducted mentor sessions with field staff to identify issues and provide resolutions. Created a progress log to monitor progress & improvements. Provide reports to management to show results of retraining and mentor session progress.

● Team Lead - 2014 -2020 Traveled throughout the US. conducted health research interviews using scripted questions, assessments, and collecting bio samples. Reached private residences, businesses, schools, and prisons for various research projects. Presented study purpose & value of research to encourage participation. Led a team of 12-15 Responsible for supplies, travel itineraries, & payments to research participants. I prepared critical time-sensitive overnight bio samples for lab analysis.

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