Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shirley Adams

Hyattsville,MD

Summary

Methodical Quality Assurance Manager with superb problem-solving and analytical abilities. Keeps meticulous records and identify and troubleshoot problems. Specialties include operational improvements, program implementation and documentation.

Overview

22
22
years of professional experience

Work History

QAQC Manager

Shirley R Adams
12.2017 - Current
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Created and maintained quality management systems to align with industry standards.
  • Tracked quality issues with external customers, suppliers, and internal plant operations.
  • Monitored staff organization and suggested improvements to daily functionality.
  • Ensuring that all submittals are accurate and submitted on time in accordance with the contract
  • Implemented new quality assurance and customer service standards.
  • Applied coaching techniques and tools to support managers and team members in improving performance.
  • Manage the Quality Assurance function for Transdev and act as a central point of contact for quality needs across Transdev Baltimore.
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Conducted risk assessments to identify and mitigate potential quality issues.

QA Coordinator-Specialist

Nissi Group
06.2016 - 12.2017
  • Investigated recurring customer complaints, determining source of paratransit non-conformance incidences and recommending solutions. Drafted reports on quality verification activity outcomes, presenting findings to decision-makers and recommending response efforts.
  • Ensures overall quality in on-time performance, bus condition/status, missed service, operator performance, service interruptions, and driver/dispatch radio communication, while overseeing improvement in customer and dispatch satisfaction.
  • Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
  • Assisted with quality control audits.

Dispatch Supervisor

MV Transportation
01.2016 - 05.2016
  • Directed dispatching, routing, and tracking of over 1,000 fleet vehicles
  • Supervised team of 60 employees and provided training focused on maximizing overall performance.
  • Planning, assigning, and directing work, appraising performance, rewarding and assisting in disciplining employees, addressing complaints and resolving problems
  • Assists with interviewing, hiring, and training employees
  • Monitors radio, telephones and on-road provision of service for quality
  • Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
  • Responsible for influencing positive employee morale and quality customer service
  • Monitors daily system performance
  • Participates in analysis and review of operating performance.
  • Analyzed project and vendor data and compiled information into presentations for internal purposes.

Auto Administrative Specialist

USAA, Audit Services, Inc
08.2015 - 12.2015
  • Created and updated records and files to maintain document compliance.
  • Business-to-business calls to other automotive insurance companies exchanging information regarding insured customers' automotive accident claims
  • Confirm and record claimant information for automotive claim adjusters
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Assisted management with special projects to complete all tasks by deadlines.
  • Maintained databases and contact lists to keep important contact information accurate and up to date.

Maket Research Recruiter

Superior Research, Inc
02.2014 - 06.2015
  • Conducted phone interviews to assess possible respondents relevant knowledge, skills, experience and aptitudes.
  • Directed updates and changes in survey implementation and methods.
  • Schedule qualified respondents for research project with a focus on strong closes to enhance respondent show rates
  • Assist with organization and checking in of research participants in various focus group meetings.
  • Built strong relationships with internal and external candidates to ensure an excellent recruiting experience.

Paratransit Operator

MV Transportation / Veolia
10.2012 - 07.2013
  • This is a contracted position with two companies for WMATA-MetroAccess: Transdev and MV Transportation
  • Transportation
  • Followed company policies and procedures and maintained compliance with standards.
  • Operated with safety and skill to avoid accidents and delays.
  • Greeted customers with friendliness and professionalism, engaging in conversation to build rapport.
  • Followed predetermined routes to consistently meet targets and maintain schedules.
  • Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
  • Maintained clean and neat paratransit vehicle(s) for passenger comfort.
  • Delivered passengers to destinations safely and on time.
  • Followed applicable traffic regulations and traffic laws.
  • Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.

Function Coordinator

National Assn of Manufacturers
10.2006 - 10.2012
  • Coordinated conference room hospitality, Reserve conference rooms to employees and members
  • Assisted in event registrations for internal meetings for the organization
  • Collaborate with catering via Seamless (formerly Osmio).
  • Arranged availability of audio-visual equipment, transportation and displays for various types of events.
  • Coordinated schedules and timelines for events.
  • Managed in-house event logistics and operations.
  • Performed event coordination for larger parties and gatherings.
  • Managed administrative logistics of in-house events planning, event booking, and event promotions.

Events Coordinator

Williams Lea
04.2001 - 08.2006
  • Allocated finances into Electronic Ledger via EAGLS (Bank of America financial balance book for corporations)
  • Coordinated conference room hospitality and Office Hoteling
  • Collaborated with catering via Osmio (now Seamless)
  • Reviewed I-track system to verify accurate copies for clients / Trained and supervision of office support employees.
  • Coordinated schedules and timelines for events.
  • Brainstormed and implemented creative in-house event concepts and themes.
  • Managed in-house event logistics and operations.
  • Performed in-house event coordination for larger parties and gatherings.
  • Managed administrative logistics of in-house events planning, event booking, and event promotions.

Education

Certificate: Management Skills for Secretaries, Assistants & Support Staff SkillPath Seminars -

Associate of Science - Healthcare Administration

University of Phoenix Online
02.2014

Skills

  • Customer Service
  • Leadership Skills
  • Quality Control
  • Administrative
  • Data Entry
  • Medical Terminology
  • Deadline and Detail Oriented
  • Social Media
  • Healthcare
  • Microsoft Office
  • Operational Budget Forecasting
  • Cause and Effect Analysis
  • Maintaining Clean Work Areas
  • Quality Assurance
  • Employee Supervision
  • Employee Training
  • Data Analysis
  • Quality Assurance Guidance

Timeline

QAQC Manager

Shirley R Adams
12.2017 - Current

QA Coordinator-Specialist

Nissi Group
06.2016 - 12.2017

Dispatch Supervisor

MV Transportation
01.2016 - 05.2016

Auto Administrative Specialist

USAA, Audit Services, Inc
08.2015 - 12.2015

Maket Research Recruiter

Superior Research, Inc
02.2014 - 06.2015

Paratransit Operator

MV Transportation / Veolia
10.2012 - 07.2013

Function Coordinator

National Assn of Manufacturers
10.2006 - 10.2012

Events Coordinator

Williams Lea
04.2001 - 08.2006

Certificate: Management Skills for Secretaries, Assistants & Support Staff SkillPath Seminars -

Associate of Science - Healthcare Administration

University of Phoenix Online

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