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Customer Service Project Manager

Hacienda Heights, CA
$60,000 annually
August 19, 2012

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Cory Stock

**** ***** ******

Northridge, California 91324

Cell: 818-***-****

Professional Summary

Highly successful operations and customer service manager with a distinguished 10 year career reflecting continual advancement, a depth of valuable and diversified management experience. Successful in driving innovative operational strategies and meeting regulatory compliance requirements while ensuring customer satisfaction. Action-oriented with strong ability to communicate effectively with line staff, co-workers, executive management and customers.

Areas of Expertise

• Provides a positive attitude in the workplace • Respects organizational chain of command

• Consistently meets/exceeds goals • Takes responsibility for bottom-line results

• Meets internal and external customer needs • Project management skills

• Keen financial aptitude • Spreadsheet and report development

Work Experience

HemaCare Corporation July 2011 to June 2012

Special Project Manager

Van Nuys, California

As Special Project Manager, I was responsible for high level project management across multidisciplinary areas of the organization, including IT, Finance, Marketing, Operations, Customer Service and Regulatory Compliance. In

addition, was responsible for Goldmine data base development and maintenance. Left company due to company wide reduction in forces.

• Managed database of over 700,000 contact records; oversaw email blast marketing to existing and potential


• Analyzed statistics from marketing campaigns for executive management team

• Created and developed production tracking spreadsheets and reports to reflect current market conditions

• Provided daily reports to operations and executive team members reflecting month-to-date budget vs. actual

• Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary

customer service delivery and team-player attitude

HemaCare Corporation July 2009 to June 2011

Specialty Blood Products and Donor Services Manager

Van Nuys, California

As the Specialty Blood Products and Donor Services Manager, I managed 6 to 8 Coordinators while serving as the corporate liaison between the customer and corporate operations to ensure customer's orders were fulfilled. I was responsible for relationship management.

• Responsible managing healthy donor recruitment related to transfusable blood product collections,

research/clinical trial collections and specialized patient collections

• Data base management and internal/external logistics support

• Performed staff training and ensured competency; facilitated monthly staff meetings

• Responsible for all verbal and written instructions to physicians, patients, donors, customers, other

department managers and staff

• Managed customer relationship including annual renewal of agreements, final disposition reporting, execution

of time sensitive communicated with all departments

• Handled FDA-regulated records and other highly confidential and sensitive information

• Analyzed donor laboratory results, demographics, historic records/charts and other related documents

• Trained and certified in shipping of dangerous goods; worked with Regulatory Compliance Director to ensure

compliance with federal, state and company policies, procedures and regulations

HemaCare Corporation January 2006 to June 2009

Specialty Product and Research Supervisor

Van Nuys, California

With a focus on customer service, relationship management and sales team support, I regularly used independent judgment and discretion to develop procedures that align client and patient needs with company goals and objectives. I managed staff to strategically schedule patient, research donors to fulfill customized customer orders.

7 days per week.

• Responded to potential customer’s purchase inquiries and returning customer orders

• Identified and recruited qualified apheresis donors to meet each collection's specific guidelines

• Trained on packing and shipping of dangerous goods both domestic and internationally

• Prepared donor charts and consent forms

• Performed billing and final disposition

• Wrote Standard Operating Procedures (SOPs), performed validations, and ensured federal, state, company policies, cGMP procedures and regulations were met

HemaCare Corporation November 2002 to December 2005

Donor Services Coordinator

Van Nuys, California

As Donor Services Coordinator, day -o day activities were performed to support the blood and platelet donor


• Recruited apheresis platelet donors to meet hospital needs

• Performed initial screening and scheduling of donor appointments ensuring donor satisfaction

• Created and provided production and staffing reports department directors

• Professionally and courteously verified appointment times with donors

• Updated donor information database


University of Phoenix

Business Administration

Phoenix, Arizona, USA

27 upper division units completed

Los Angeles Pierce College

General Education

Woodland Hills, California, USA

Completed lower division requirements

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