Quality Assurance Customer Service
Resume:
Wendy MacConnell
**** ********* **** *********, ** 18466
***************@*****.***
Objective Seasoned professional with more than twenty years of experience in management, leadership, administrative and customer service looking to utilize my creative skills to contribute to a reputable organization. Skills & Abilities Analytical Thinking, People Management, Business Knowledge, Leadership, Budgeting, Communication, Hiring, Interpersonal, Collaboration & Teamwork, Conceptual Thinking, Time Management, Conflict Resolution, Office, Management, Collaboration skills, Logistics, Delegation, Coaching, Problem Solving, Business Development, Critical Thinking, Organization, Planning, Project Management, Presenting, Technical Skills, Administrative Skills Experience Pittston, PA/Brentwood, NY June 2021- Present Quality Manager, Radienz Living
• Formulates and maintains quality assurance objectives complementary to corporate policies and goals
• Interprets quality assurance philosophy to key personnel in organization
• Performs quality engineering reviews of design documentation for compliance with stated requirements, including vendor quality manuals and company quality records.
• Decides whether to accept a product or continue business with a vendor based on a review by the quality assurance engineer
• Reviews all data obtained during all quality assurance activities to ensure consistency with company policies and procedures
• Develops new approaches to solve problems identified during quality assurance activities
• Keeps Sr. Management team abreast of significant issues or developments identified during quality assurance activities and actions being taken to improve the situation.
• Prepares and presents technical and program information to the management team
• Directs technical and administrative workers engaged in quality assurance activities
• Maintains a working knowledge of government and commercial industry quality assurance codes and standards
• Plays an active role on senior management teams within the organization
• Designs and implements quality assurance training programs to key personnel in conjunction with managers
2
• Direct Supervisor of chemistry labs to determine Quality Assurance of products produced
• Investigates and adjusts customer complaints regarding quality.
• Responsible for all corrective action investigations and responses
• Directs all activities related to quality system management and both internal and external system audits
• Maintains working relationships with contracts to ensure organization is properly interpreting contract requirements and identify exceptions that may affect organization.
Taylor, PA November 2020- June 2021
Center Manager, CSL Plasma
• Authorities for center operations production goals, monitor net yields, and implement improvement plans as required. Meet daily, weekly and monthly deadlines and maintain operational records.
• Manage all inventories to the optimum levels by maximizing efficiencies, customer service levels and minimizing investment. Support meeting daily, weekly and monthly deadlines and maintain Center’s operational records.
• Monitor donor retention, ensure efficient donor flow, and implement donor retention improvement and corrective action plans, as required.
• Ensure compliance with all Company SOPs and applicable federal, state and local regulations. Perform nearly all staff tasks and duties at a proficiency level adequate for training and critiquing employees in the performance of those tasks and duties.
• Responsible for all aspects of financial oversight to include: setting annual budget, ensuring center meets monthly financial targets and ongoing cash management objectives, and adhering to cash management, financial reporting and other financial responsibilities.
• Follow all HSE and OSHA policies and procedures. Ensures the center and all employees comply with OSHA regulations and training. Complete all OSHA record keeping and reporting requirements.
• Conduct recruitment, training, development, counseling and termination. Manage effectively employee turnover within center operations. Adhere to HR policies and practices through fair and equitable treatment of all employees. Communicate effectively with HR to ensure compliance.
Linden, NJ/ Taylor, PA September 2017- November 2020 Quality Manager, CSL Plasma
• Always ensure center compliance by managing adherence to Standard 2 Operating Procedures (SOPs), compliance policies and quality system, utilizing sound Quality principles, self-inspection learnings, nonconformity discovery and appropriate remediation. Prepare regular reports to center, area and corporate quality management as to the state of quality and systems at the center.
3
• Control Quality by managing calibrations, monitoring of compliance to defined processes (e.g. sampling, competency checks, Key Performance Indicators (KPIs) trending analysis of KPIs, root cause and failure mode impact assessment and change management.
• Lead and develop direct reports ensuring they are competently skilled to perform their QA roles. Upon proper review with center management, performing processes as recruiting, hiring, and enact corrective actions, up to termination.
• Participate with Management to develop programs and methods to streamline center processes resulting in improved customer/donor service, product yields and financial results while maintain compliance and quality. Working knowledge of the change management process and appropriately raise ideas for consideration for change locally and upward to quality and are management.
• Lead and function as the key quality representative for site supplier, customer and regulatory audits. Lead center review of findings, coordination of remediation (CAPA), if needed and successful closure of audits timely. Utilize quality tools and applications to facilitate understanding of issues and documentation.
Linden, NJ August 2012- September 2017
Payroll Specialist/Administrative Assistant/ Human Resources, Linden Roselle Sewerage Authority Linden, NJ
• Prepare employee payroll.
• Maintain employee personnel records including tabulation of vacation, sick leave, personal leave, employee schedules and other records as required.
• Type and process reports, correspondence, requisitions, vouchers, purchase orders, bills, forms, checks, specifications, notices and other items that are required to support the operation of the Authority.
• Administers the Authority’s employee’s benefits package, including worker’s compensation, disability insurance, pension funds, and handles employees’ injuries concerning these programs.
• Initiate mailings to government agencies, vendors, industrial and residential users.
• Receive visitors and perform telephone switchboard duties.
• Assist in the reconciliation of petty cash statements and shipments.
• Assure confidentiality of all information handled during the performance of their duties.
Education Kean University – Union, NJ– BA in Earth Sciences January 2006 Dean's List 3 Activities: President, Rho Theta Tau; Active member, UAB
(University Activities Board)You might want to include your GPA here and a brief summary of relevant coursework, awards, and honors. 4
Volunteer Work Friends of Linden Animal Shelter- Linden, NJ
• Visit/care for animals multiple evenings throughout the week at shelter and PetSmart locations
• Foster animals at my home to prepare them for adoption
• Organize and participate in fundraising activities and initiatives
• Work with potential adoption candidates to match them with pets that complement their individual personalities and lifestyle. Leadership In November 2020, I took a position from a failing Center to a very Successful and thriving business in less than 4 months. Since the start of employment with CSL Plasma in 2017, I have since been promoted twice from Quality Manager to Quality Trainer to Center Manager. I have also opened 2 New Centers with much success (Linden, NJ and Taylor, PA)
References
Kelly Rodriguez
Transportation Security Inspector-Aviation, TSA
Danielle Vitale
Medical Operations Supervisor, CSL Plasma
Contact this candidate