Customer Service Quality Assurance
Resume:
Dal Mann
aduu04@r.postjobfree.com 707-***-**** SF Bay Area
Director Level professional with experience in managing teams and operations in regulated fast paced organizations. Extensive experience with Quality Assurance, CAPA, process improvement. WORK EXPERIENCE
Director of Operations
Curative Sept 2020 – Present
• Led team of Regional Directors, Managers, 40+ Team Managers and over 1,500 on-site staff to establish over 250 COVID-19 testing sites across the Western United States.
• Established COVID-19 vaccination program throughout California, culminating in over 1,000,000 vaccinations.
• Developed comprehensive, recruiting, onboarding and training strategies.
• Collaborated with Regional Leads, Chief of Staff, site leads and training department to develop efficiencies, cut costs, improve customer service, and align with state regulations.
• Implemented key performance indicator standards, focusing on Net Promoter Score (NPS), volume per site, and revenue per customer interaction, emphasizing best practices and developing companywide
• standards (maintained error rate of <1%).
• Communicated cross functionally with other departments to create training materials and safety guidelines.
• Collaborated with Quality Assurance to ensure compliance with Standard Operating Procedures, prepared staff for inspections from regulatory agencies. Completed non-conformance reports corrective actions, preventative actions.
Manager of Mobile Operations Sept 2017 – Sept 2020 Vitalant San Francisco Bay Area
• Oversaw and managed operations of the mobile department in the nine county San Francisco Bay Area by partnering with Business Resources and Donor Recruitment
• Managed four simultaneous blood drives on a daily basis, with each blood drive servicing twenty donors on average.
• Led Management Team, forty eight indirect reports. Interviewed and hired staff.
• Collaborated with supply chain to ensure necessary equipment and regulated supplies were available
• Ensured staff were trained and competent with SOPs.
• Measured and tracked operational efficiencies.
• Developed and implemented improvement plans as necessary.
• Ensured compliance with standard operational procedures
• Developed and mentored staff for leadership roles.
• Promoted teamwork within the mobile operations team and with other departments, developed team building exercises.
aduu04@r.postjobfree.com Dal Mann 707-***-****
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Compliance Supervisor
Blood Centers of the Pacific Sept 2005-Sept 2017
• Compliance supervisor, ensured adherence to standard operating procedures as regulated by the FDA and AABB guidelines.
• Performed audits to ensure staff were compliant with following standard operating procedures.
• Ensured equipment and supplies were validated and quality checked.
• Ensured donor eligibility was determined pursuant to standard operating procedures and regulations.
• Trained staff regarding any revisions to standard operating procedures and/or regulations.
• .
Components Laboratory Lead Sept 1995 – Sept 2005
Blood Centers of the Pacific
• Prepared components from whole blood, plasma and red blood cells.
• Performed preventative maintenance on laboratory equipment.
• Performed quality control on red blood cells.
• Bacterial testing on platelets and irradiated blood components. Packed blood components, coordinated delivery to hospitals in a timely manner, and ensured they have adequate inventory.
• Completed laboratory related deviation reports in Trackwise and trained staff as needed. SKILLS
• Leadership, People Management, Performance Management, Employee Development
• Managing diverse operations, Quality assurance, Compliance, CAPA.
• Develop training SOPs, quick guides and worksheets.
• Customer Service, Patient Care, Patient Outreach
• Quality Assurance, CAPA, DMAIC, CLIA, FDA.
EDUCATION
APPLIED BIOLOGY, Bachelor of Science (B.Sc.) UNIVERSITY OF LEICESTER Leicester, England
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