Summary
Overview
Work History
Education
Skills
Timeline
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Lauren Bland-Delmarr

Pennsauken,NJ

Summary

Seasoned Operations Manager and talented leader with 13 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

13
13
years of professional experience

Work History

Operations Manager

Phoenix Language Services, Inc (Remote)
06.2022 - Current
  • Maintain Client and Subcontractor Contact Database
  • Create New Interpreter Orientation Kits
  • Manage Interpreter/ Client Issues
  • Lead in Software Development
  • Test all software features and developments for completeness and accuracy before widely available
  • Manage Scheduling Staff
  • Provide Weekly Reporting
  • Develop and maintain working relationships with current and potential clients

Quality Assurance Analyst

Direct Interactions (Remote)
04.2020 - Current
  • Monitor internal staff and customer interactions for quality control purposes
  • Provide through analysis of Key performance indicators for coaching agents
  • Provide feedback and guidance to improve quality metrics
  • Verify all processes are conforming to established quality standards and required customer specifications
  • Create and distribute monthly and weekly quality reports highlighting specific metrics which provide behavioral trends to improve client satisfaction
  • Provide Excellent verbal & written communication
  • Ability to remain calm under pressure in a fast-paced contact center environment
  • Ability to show empathy for individuals in financial hardship
  • Ability to pay attention to detail and multitask while navigating through multiple programs and informational systems
  • Ability to use a computer quickly and accurately

Office Manager & Lead Scheduler

Phoenix Language Services, Inc
01.2015 - 06.2022
  • Offer and Confirm Medical & Legal requests for Interpreter Services
  • Manage Scheduling through Interpreter Management System (IMS) for all Contracted Clients
  • Manage New Locations and Departments in IMS
  • Proctor CCHI Exams
  • Maintain Client and Subcontractor Contact Database
  • Create New Interpreter Orientation Kits
  • Manage Interpreter/ Client Issues
  • Created Initial Company website
  • Lead in Software Development
  • Manage Staff
  • Provide Weekly Reporting

Sample Receiving/ Laboratory Technician

EMSL Analytical Inc
11.2012 - 07.2015
  • Receive environmental samples and enter Chain of Custody into LIMS system for all laboratory divisions
  • Receive environmental samples, handle, sign for and time stamp incoming packages via overnight carrier, USPS, courier and walk in clients
  • Handle, sort, count and prioritize incoming environmental samples under laboratory hood
  • Inspect environmental samples to ensure sample integrity is retained and that the packaging is not compromised
  • Review paperwork for all incoming samples to ensure completeness and correctness
  • Prepare samples by methods of filtration, dilution and plating
  • Slide preparation
  • Ensure all samples are placed under the proper storage conditions analysis
  • Package and ship environmental samples to clients
  • Answer high volume phone calls and interface with clients
  • Assist with customer service client questions via phone and e-mail
  • Act as a liaison between clients and laboratory staff
  • Clerical duties such as answering phones, filing, faxing, assisting clients, scanning, and mailing as necessary.

Laboratory Assistant

Cooper University Hospital
12.2014 - 03.2015
  • Receives specimens and orders appropriate tests as prescribed
  • Processes samples for laboratory testing using various computer applications
  • Check for specimen integrity and proper specimen identification
  • Prints and distributes reports, answers telephone calls from customers including inpatient nurses -physicians and outpatient clients
  • Processes specimens for multiple Reference Labs
  • Properly prepare and store specimens for testing

Database Manager

Phoenix Language Services, Inc
11.2010 - 11.2012
  • Input and maintain all patient PHI
  • Perform routine quality checks
  • Maintain Database information (Appointment records, Locations, Clients, Interpreters)

Education

Bachelor of Science - Biology

Rutgers University

Associate - Science: Biology

Camden County College

High school diploma - undefined

Pennsauken High School
Pennsauken, NJ

Skills

  • Office Management
  • Microsoft Suite
  • Software Development
  • Critical Thinking
  • Problem Solving
  • Conflict Resolution
  • Data Entry: Accuracy — Expert
  • Entering data quickly and accurately
  • Customer Focus & Orientation — Highly Proficient
  • Responding to customer situations with sensitivity
  • Office Manager — Highly Proficient
  • Scheduling and budgeting

Timeline

Operations Manager

Phoenix Language Services, Inc (Remote)
06.2022 - Current

Quality Assurance Analyst

Direct Interactions (Remote)
04.2020 - Current

Office Manager & Lead Scheduler

Phoenix Language Services, Inc
01.2015 - 06.2022

Laboratory Assistant

Cooper University Hospital
12.2014 - 03.2015

Sample Receiving/ Laboratory Technician

EMSL Analytical Inc
11.2012 - 07.2015

Database Manager

Phoenix Language Services, Inc
11.2010 - 11.2012

Bachelor of Science - Biology

Rutgers University

Associate - Science: Biology

Camden County College

High school diploma - undefined

Pennsauken High School

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Lauren Bland-Delmarr