Susan Rossomme
Natrona Heights,PA
Summary
Dynamic Quality Assurance Manager with a proven track record at Therapy House LLC, excelling in QA documentation and team building. Leveraged quality assurance expertise and exceptional analytical problem-solving skills to enhance operational efficiency and compliance. Achieved significant improvements in quality control processes, demonstrating a commitment to excellence and a high-energy attitude.
Overview
28
28
years of professional experience
Work History
Business Owner
SE Cleaning
Pittsburgh, PA
02.1997 - Current
- Identified and recruited staff members, including managers and sales personnel.
- Established marketing strategies, such as social media campaigns, to promote the business.
- Negotiated contracts with vendors for supplies and services.
- Monitored cash flow to ensure proper budgeting of resources.
- Created a customer service policy to ensure customers were satisfied with products or services.
- Managed inventory levels to meet customer demand while minimizing costs.
- Ensured compliance with all local laws and regulations related to the business operations.
- Conducted regular meetings with employees to review progress towards company goals.
- Resolved conflicts between employees or customers in a timely manner.
- Reviewed financial statements on a monthly basis in order to assess financial health of the organization.
- Analyzed competitor's pricing and product offerings in order to remain competitive within the market.
- Developed relationships with key stakeholders, such as suppliers and vendors, in order to secure advantageous terms for the company.
- Scheduled maintenance activities for equipment used by the business.
- Initiated cost-cutting measures when necessary without sacrificing quality of products or services.
- Oversaw daily operations of the business and provided guidance when needed.
- Interviewed, trained and supervised employees.
- Kept records for production, inventory, income, and expenses.
- Determined pricing for products or services based on costs and competition.
- Resolved issues quickly through meticulous research and quick decision-making.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
- Set pricing structures according to market analytics and emerging trends.
- Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth.
- Mentored and trained new hires on sales techniques and customer service procedures.
- Improved company's quality and productivity by streamlining systems and processes.
Quality Assurance Manager
Therapy House LLC
Tarentum, PA
04.2023 - 11.2023
- Developed and implemented quality assurance policies and procedures.
- Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
- Documented all findings from investigations into non-conformances in order to track progress towards resolution.
- Established procedures and quality standards.
- Reviewed current standards and policies.
- Kept records of quality reports and statistical reviews.
- Created, edited, and updated project manuals and technical documentation used by entire QA team.
- Performed accurate documentation of patient information in electronic medical records.
- Updated patient information in electronic medical records system.
- Reviewed medical records for compliance with policies and procedures.
- Evaluated medical records for accuracy and completeness prior to submission.
- Researched medical records for missing or incomplete documentation as needed.
- Identified discrepancies in medical records, such as missing or incorrect documentation.
- Received requests for medical records from outside agencies or individuals.
- Maintained medical records in accordance with HIPAA regulations.
- Organized paperwork related to medical records according to established procedures.
- Compiled data from the medical records for analysis purposes.
- Compiled medical records, including paper and electronic documents.
- Verified patient information against medical records for accuracy.
- Organized medical records and documents in accordance with HIPAA regulations.
- Reviewed medical records to assess patient history and health status.
- Assisted with preparing medical records for release upon request.
- Maintained accurate medical records according to facility policies and procedures.
- Reviewed and documented patient medical records.
- Wrote, edited, and filed patient medical records, maintaining confidentiality.
- Reviewed medical records for accuracy and completeness.
- Performed audits of medical records to ensure accuracy in documentation.
- Maintained accurate medical records in accordance with HIPAA regulations.
- Maintained accurate documentation of patient's medical records.
- Retrieved archived medical records as requested by authorized personnel.
- Reviewed medical records and other documents for accuracy and completeness.
- Organized and maintained medical records according to established protocols.
- Maintained accurate medical records using electronic health record systems.
- Documented visits with patients and families in confidential medical records.
- Organized and maintained filing system for medical records and documents.
Customer Service Representative
Good Housekeeping Appliances
Natrona Heights, PA
03.2014 - 05.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Mentored junior team members and managed employee relationships.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided top quality control and eliminated downtime to maximize revenue.
- Contacted customers about potential service upgrades, new services and account changes.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Education
High School Diploma -
Plum High School
Plum Borough, PA06-1990
Skills
- Operational budget forecasting
- QA documentation
- Quality assurance experience
- Audit reporting
- Work Planning and Prioritization
- Data analysis
- Team building
- Operation Monitoring
- Continuous improvement
- Quality control
- Quality assurance management
- Quality assurance background
- Data collection
- Document control
- Employee recruitment
- Analytical problem solving
- Goals setting
- Documentation review
- Complaint resolution
- Scheduling
- High-energy attitude
- Microsoft Excel
- Proofreading
- Prioritization
- Documentation
- Sales closing
- Problem resolution
- Delivery scheduling
- Follow-up skills
- Retail sales customer service
- Product sales
- Filing
- Courteous demeanor
- Customer consulting
- Product and service solutions
- Punctuality and reliability
- Data entry
- Adaptability and flexibility
- Customer relations
- Microsoft Office Suite
- Email management
- Conflict resolution
- Customer service
- Paperwork processing
- Microsoft outlook
- Relationship building
- Updating medical records
- Medical records audits
- Medical records review
- Maintaining medical records
- Retrieving medical records
- Patient medical records maintenance
- Organizing medical records
- Medical records security
- Medical records technologies
- Medical records and documentation
- Medical records updating
- Medical records coordination
- Medical records handling
- Medical records management
- Medical records confidentiality
- Records request coordination
- Medical charts and records
- Medical office administration
Affiliations
- Artist
- hard worker
- mother of four daughters
- athletic
- skier
- gardener
- home improvement
- motorcyclist
- outdoorsy
- adventurist
- family oriented
- strong faith based
- Bible Student
- dog lover
- marriage of 30 years
- hiking
- camping
- paddle boarding
- kayaking
Languages
Spanish
Limited
Timeline
Quality Assurance Manager
Therapy House LLC
04.2023 - 11.2023
Customer Service Representative
Good Housekeeping Appliances
03.2014 - 05.2017
Business Owner
SE Cleaning
02.1997 - Current
High School Diploma -
Plum High School
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