Assistant Manager Quality Assurance

Professional summary A cleaning industry professional with extensive expertise managing large-scale

operations in educational and healthcare settings. Skilled in inventory management, cost containment, and infection prevention, ensuring compliance with safety standards while enhancing staff training. Passionate about implementing innovative solutions to improve quality assurance and customer satisfaction. Pamela Dowden

Jonesboro / 901-***-**** / *********@*****.***

Employment history

SEP 2023 - DEC 2024

MEMPHIS, TN

Material Handler, FedEx

SEP 2022 - DEC 2022

MEMPHIS, TN

Assistant Manager of Environmental Services, Regional One Health

• Managed the evening operations of Housekeeping and Laundry Services to maintain a safe and attractive environment.

• Assured patients, visitors, and staff comfort and safety while maintaining cost-efficient operations. NOV 2017 - MAY 2022

CONWAY, SC

Building Services Assistant Manager, Horry County Schools

• Coordinated all aspects of custodial operations at 15 schools (Kindergarten through Grade 12) consisting of two million cleanable square feet with a budget of four million dollars and 80+ custodial staff.

• Followed implementation of COVID-19 cleaning protocols for all custodial staff adhering to changing procedures.

• Provided staff training to ensure proper and safe use of chemicals and floorcare equipment to meet all OSHA requirements; developed project schedules for daily cleaning activities for each facility monitoring and ensuring standards were achieved.

• Perform Human Resources (HR) functions including interviewing, hiring, onboarding, training, coaching, professional development, performance management, counseling, and administering disciplinary actions.

NOV 2015 - OCT 2017

NASHVILLE, TN

Building Services Manager, Vanderbilt University

• Coordinated all aspects of building services operations at 46 campus buildings consisting of almost three million cleanable square feet: managed vendor contracts at 15 campus buildings.

• Performed HR functions for a staff of 57 in a union environment including interviewing, hiring, onboarding, training, coaching, performance management, and administering discipline.

• Recommended and implemented cleaning processes, methods, and tools aligned with industry standards to achieve best practices, focusing on continuous improvement.

• Assessed equipment and supply needs within budget.

• Maintained detailed inventories of equipment and supplies; prepared annual equipment status report to ensure repairs were current; coordinated schedule for all annual carpet cleaning in campus spaces.

JUL 2014 - NOV 2015

NASHVILLE, TN

Assistant Director, Hospital Housekeeping Systems (HHS)

• Provided exceptional environmental services focused on infection prevention at TriStar Skyline Medical Center, a 220-bed facility; developed, implemented, and maintained quality systems, inclusive of a quality floor care program.

Maneuver boxes onto a conveyor belt.

Efficiently load and organize packages on conveyor belts, optimizing workflow and enhancing delivery speed for improved customer satisfaction. Meticulously handle parcels, ensuring proper sorting and placement to minimize errors and maintain high accuracy rates in package processing

• Managed a staff of 25 to deliver the highest quality patient care and courteous service; performed HR functions to include: interviewing, hiring, onboarding, training, coaching, performance management, and administering discipline.

• Contributed to the company's financial integrity by scheduling staff for the most efficient coverage and ensuring budget accuracy.

DEC 2011 - APR 2014

PHILADELPHIA, PA

Manager of Custodial Services, Aramark HealthCare

• Provided exceptional environmental services for the benefit of patients at Greenwood Leflore Hospital, a 252-bed facility; hired, trained, coached, and evaluated staff to ensure quality courteous service; maintained Aramark financial and quality systems; achieved consistent competitive Press Ganey and HCAHPS scores for cleanliness and courtesy; completed Joint Commission Survey free of citations.

JUN 2010 - DEC 2011

TAMPA, FL

Staff Supervisor, Moffitt Cancer Center

• Managed 32 environmental services staff including hiring, onboarding, training, coaching, and evaluating; coordinated the cleaning standards of eight clinics and research buildings. MAR 2007 - JUN 2010

SAINT CLAIR SHORES, MI

Director, HHA Services

• Directed housekeeping and linen distribution at a 147-bed acute care medical facility; hired, trained, coached, and evaluated 30 staff to ensure quality, courteous service; compiled, analyzed, and presented data for monthly financial reports; developed, implemented, and maintained budgets; coordinated with unit managers to ensure that exceptional cleaning and floor care standards were maintained; consistent competitive Press Ganey scores in cleanliness, courtesy, and HCAHPS. JUL 1999 - DEC 2006

WAYNE, PA

Director/Operations Manager, Crothall Healthcare

• Directed housekeeping and laundry operations in a 120-bed nursing home; managed housekeeping operations in a 400-bed hospital; directed cleaning operations for 13 medical office buildings; managed 70+ staff under a collective bargaining agreement; analyzed and presented quarterly financial and quality assurance reports; developed and implemented capital and operating budgets. Education

CHARLESTON, SC Associate of Applied Science, Hotel Restaurant Management, Johnson & Wales University

JACKSON, MS Bachelor of Arts, English Literature, Jackson State University Skills Customer service Team management

Cost containment Environmental services

Quality assurance Operations management

Budget management Staff training

HR functions Vendor management

Inventory management Infection prevention

Financial reporting Performance management

Compliance

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