Nancy Blackledge

Experience

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  US Naval Reserve

  Jun 1996 - Sept 2003

  2nd Class Petty Officer Sk2

  Maintained medical supplies on ships, replenish items as needed. Assure inventory levels met naval regulations standards. Complete all records of shipments. Coordinate urinalysis tests and log samples in accordance to federal regulations. Develop monthly memos for sample collections requirements. Complete fitness reports and evaluations, participated in training courses and trained new recruits Active participant in lectures and exercise conditioning for effective quality training and future advancement. Show less

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  Walmart

  Nov 1998 - Jul 2004

  Assistant Store Manager

  Hire, schedule, train, evaluate, and complete paperwork for 80 assigned staff. Coach and develop staff on merchandising practices to ensure customer satisfaction and product availability.Evaluate product sales trends to develop marketing plans to increase sales.Run closings shifts weekly and supervise all areas of the store to ensure company standards and policies are met. Provided training and quality checks to comply with state and federal laws.Oversee Risk Control Management reports, audits, processes, Worker Comp Compliance, and data tracking.Develop staff for advancement opportunities with the company by training on company policies, procedures and practices. Active in community relations programs supported by Wal Mart such as Heart Walk, Breast Cancer Awareness Walks, and Disaster assistance. Show less

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  CD&L

  Jul 2004 - Aug 2005

  Branch Manager

  Trained and developed routes and schedules for 57 businesses ensuring delivery needs are met within committed time requirements.Managed billing and collections of all accounts.Handled call center customer service areas including staff KPIs, and new business marketing, supervising 30 -50 customer relations specialists, complaint escalation resolution.Payroll and compensation of drives for all completed routes.Audit records and account routes for accuracy.Secured eight new customers a month by bidding on potential businesses and demonstrating success within the first seven days of start-up.Increased collection percentage from 70% to 85%within 30 days of employment.Organized aged receivables investigated all disputes and recovered lost dollars from these accounts with a 38% collection rate.Met with clients to develop relationships and reconcile complaints and disputes with billing. Show less

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  United Blood Services

  Aug 2005 - Sept 2011

  Collaborate with 11 western region blood collection sites to centralized policies and procedures to ensure service level agreements are met and productivity goals are achieved.Train and mentor staff to improve performance on phlebotomy, automated technology, and quality.Complete regional quality audits of forms, record retention, procedures, documentation, and staff compliance observations to ensure all state, federal, FDA, AABB , CLIA and OSHA regulations are followed, record and tracking results by employee, administer corrective action as required and report violations to the proper departments.Instrumental in Creating training manuals, standard operation procedures and compliance processes for Customer Contact Center, Collections, and Volunteer services.Mentor and develop staff through hands-on-coaching, instructing staff to complete assignments and working through processes to confirm understanding and demonstrate results.Evaluate key performance metrics, implement changes to enhance performance and assist team in exceeding assigned goals.Timely and consistent feedback with all assigned personnel during monthly one on one meetings.Maintain Document control for department specific state, federal, FDA, CLIA, CFR’s regulations and internal procedures. Show less Subject Matter Expert in Trima, Haemonetics, Spectra, and WB procedures Full knowledge and experience with all aspects of Donor Care Services including set-up and breakdown of mobile units, meet and greet, interview, and draw donors, record review and retention, and packing products. Instrumental in organizing and assisting in training of the Training Specialist for the Rio Grande center. Worked with the Customer Contact Center on improving error rate on regulated forms. Center Designee for Donor Eligibility. Utilized specifically within the region to train and develop Donor Care Service staff including supervisors. Travel to neighboring center as needed to assist with training, audits, and collections. Supervise assigned staff, answer questions, and review work for accuracy. Ability to run Apheresis and Red Cell collection departments successfully. Evaluate donor flow and make staffing adjustments to ensure timely customer service. Educate donors on procedure options to make the most of their donations to meet the needs of the community; convert to automated procedures as needed. Coach and develop staff during slow times allowing them additional time for phlebotomy to increase knowledge and skill. Mentor staff through hands-on coaching, instructions, and walking through the process with the team to confirm understanding and demonstrate results. Show less

  • Quality and Training Supervisor

    Apr 2009 - Sept 2011

  • Regional Donor Care Supervisor

    Aug 2005 - Apr 2009
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  Ready One Industries

  Sept 2011 - Aug 2012

  Call Center Manager

  Recruited to assist with development and implementation of a new 60 seat call center. Brought in 6 businesses by job bidding and public speaking, created business development plans and sales.Developed and administered training programs and standard operating procedures in the skill-set of customer service, sales, handling objections, professionalism, customer-centric focus, meeting goals and objectives.Implemented software programs such as JAWZ, Dolphin, and ZoomText for visually impaired, Voice text for the hearing impaired, and Remote Commander and Pebbles for motor impairment. Assist organization with recruiting, hiring, training, 75% of team with physical and developmental disabilities as required to keep federal funding.Management and planning of on boarding process to include hiring, assigning teams, and directing workflow. Oversee the daily operation, planning resources, employee development with continuous focus on customers’ needs, exceeding customer expectations.Monitor the completion of payroll, time off requests, performance reviews, and support process through ADP systems, Establish and maintain key performance metrics and quality assurance programs for increasing customer satisfaction results. Show less

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  American Red Cross

  Aug 2012 - Jul 2015

  Regulatory / Manager Operations

  Direct responsibility for collection goal of 130,000 units of blood, purchasing, accounts payable, fleet and DOT driver files, supply replenishment, courier routes and delivery schedules, weekly scorecards and performance evaluations, equipment placement and maintenance, regulatory auditing. Oversee 35 staff including supervisors, charges, mobile unit assistants, collection technicians, sales associates, call center recruiters, and administrative staff to achieve and exceed daily, weekly, monthly and annual goals. Single point of contact for all customer service escalations and provide feedback to the customer. Report weekly to the Executive Director with blood drive results, unit cost analysis, staff efficiency, and call center KPIs and action plans.Implement and execute policies to ensure departmental priorities schedules and deliverables are attained Recommend and implement changes to policies and procedures that affect the department function and impact the profitability.Balance production, customer care and quality requirements to meet organizational strategic goalsMaintain regulatory compliance through consistent monitoring, training and auditing in-line with state, federal, FDA, CLIA, CFR’s regulations and internal procedures.Delivering high standards of customer service to internal and external customers.Develop tactical programs for recruitment sales and volunteer blood donors. Measure, monitor, analyse, develop plans and processes for Greater New York area. Build and maintain effective long-term relationships and high level of satisfaction with key senior level decision makers and influences with assigned group of customer accounts. Show less

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  Healthfirst

  Sept 2015 - now

  Program Manager