David Blanchette Email & Phone Number

Administer efficient and orderly admission of inpatients and registration of individuals who have critical care needs.• Work closely with medical staff to ensure quick and safe medical attention for critical care patients• Manage the ER registration work flow and remain calm and focused under urgent and extreme conditions• Pro-actively solve problems, anticipate needs, and manage multiple ongoing priorities• Interview patients to obtain demographic and insurance information while adhering to strict confidentiality requirements

Program Manager of a test team which facilitates quote to cash user experience testing to uncover and resolve service impacting code defects. Program/Project Management & Serving Customers• Developed and executed 80+ milestone project plan • Executed 400+ test cases and resolved 2000+ customer service impacting defects, yearly• Oversaw all testing logistics including securing, managing and assigning 200+ testing resources• Collaborated across organizations to ensure the most critical service and product revenue generating functionality is tested• Served for 3 months as an interim call center representative during a work stoppage event Managed auditors performing post production testing for Voice, Conferencing, Data Networking, and Internet products by simulating the customer experience prior to product launch.Team Building & User Acceptance Testing• Rejuvenated a distraught organization by developing employee relationships, assembling teams and forging open communications• Standardized 30+ procedures improving service delivery and cycle time from a 70 day average to 30• Performed detailed systems and business procedures analysis to strengthen audit results

Managed a team responsible for campaign customer service and donations processingCustomer Satisfaction & Business Operations• Implemented a new pledge processing system tool• Automated 80% of the donation processing and management processes• Assisted in the negotiation of a paper forms processing contract leading to 200K/year in cost savings• Assisted in the negotiation of donation processing contracts with other United Way agencies to attain further business and cost efficiencies

Managed cross-functional teams in developing new and improved quote to cash domestic and international business processes and systems. Managed Quality, ISO Certification and Customer Satisfaction Measurement Programs.Process Improvement & Customer Experience• Improved system and process efficiency by implementing strategic IT initiatives • Eliminated manual hand-offs and mechanized 50+ manual processes• Increased customer face time for sales force and increased productivity by 15%• Improved sales procedures resulting in increased order accuracy from 70% to 96%• Improved total customer satisfaction score by 40%

Bs, Management

Leadership For The Millenium

Advanced Management Leadership Program

As, Accounting