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Joan M. Schumacher: Supervisor With Extensive Background in Customer Service and Call Center Management

Joan M. Schumacher has over 12 years of experience in customer service management and call center operations. She currently serves as the Field Manager for the University of Cincinnati Hoxworth Blood Bank, where she manages donor collection teams and ensures efficient operations and quality assurance. Prior to this role, she worked as a Blood Center Phlebotomist and Assistant Field Manager for Hoxworth Blood Bank. She also has over 10 years of experience as a Customer Service Supervisor for Cintas Corporation and serves as a volunteer EMT-Firefighter.

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83 views2 pages

Joan M. Schumacher: Supervisor With Extensive Background in Customer Service and Call Center Management

Joan M. Schumacher has over 12 years of experience in customer service management and call center operations. She currently serves as the Field Manager for the University of Cincinnati Hoxworth Blood Bank, where she manages donor collection teams and ensures efficient operations and quality assurance. Prior to this role, she worked as a Blood Center Phlebotomist and Assistant Field Manager for Hoxworth Blood Bank. She also has over 10 years of experience as a Customer Service Supervisor for Cintas Corporation and serves as a volunteer EMT-Firefighter.

Uploaded by

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Joan M.

Schumacher
6459 Millrace Way West Chester, OH 45069 • (513) 403-2525 •
schumajn@ucmail.uc.edu

Supervisor with extensive background in customer service and call center


management
• Over 12 years of customer service management experience and over 5 years as an AFM/Field
Manager for two NDC’s
• Managed the donor service collection team and operation, assigned donor collection area to
ensure efficient donor flow, staff utilization and quality assurance
• Monitor operations to ensure high quality customer service
• Perform special donation procedures, ensuring compliance with federal, state and local
regulations, as well as HBC Standard Operating Procedures
• Help implement new and updated SOP training
PROFESSIONAL EXPERIENCE

University of Cincinnati Hoxworth Blood Bank, Cincinnati, OH Dec 2010-Dec 2013


Blood Center Phlebotomist
 Interview and screen prospective donors; apply FDA and AABB regulations and
standards
 Process blood donors; perform venipuncture for whole blood, Haemonetics and
Apheresis
 Monitor and access blood collection process; assist with immediate and/or emergency
care in case of a donor reaction
 Perform special procedures such as therapeutic phlebotomies, autologous blood
donations
 Assist in training new hires

University of Cincinnati Hoxworth Blood Bank, Cincinnati, OH Dec 2013-Dec 2015


Assistant Field Manager
 Assist Field Manager with daily operation at the Western Hills and Central Neighborhood
Donor Centers

University of Cincinnati Hoxworth Blood Bank, Cincinnati, OH Dec 2015-Present


Field Manager
 Managed the donor service collection team and operation at the West Chester and
Clifton Neighborhood Donor Centers assigned donor collection
area to ensure efficient donor flow, staff utilization and quality assurance

Cintas Corporation, Mason, OH 1998-July 2010


Customer Service Supervisor
 Hired and trained staff of sixteen customer service representatives
 Created policies and procedures, job descriptions, quality standards, incentives, goals,
and mission statement. Set schedule
 Monitored performance and carried out evaluations as well as terminations
 Coordinated team that managed average of 1,000 calls per day
Springfield Twp. Fire Department, Cincinnati, OH 1996-2014
EMT-Firefighter
 Responsibilities included responding to 911 calls in the community.
 To preserve and protect personal property and life.

ORGANIZATIONS
Northern Hills Firefighters Association, Cincinnati, OH 2004-2014
Board Member
 Organized multiple fund raisers to support the Springfield Township Fire Department to
help purchase equipment and send firefighters to schools and conferences to further
their knowledge.
 Our goal is to promote fire education and protection for the citizens and firefighters of
Springfield Township.
West Chester Citizen Police Academy Association, West Chester, OH
2012-
Present
EDUCATION
Cincinnati State and Technical Community College, Cincinnati, OH 1988-1989
Marketing and Accounting
Scarlet Oaks Career Development Campus, Cincinnati, OH
Emergency Medical Technician and Firefighter 1992-1993
University of Cincinnati, Cincinnati, OH
Health Information Technology Jan 2020-present

PROFESSIONAL DEVELOPMENT
Management, Customer Service, Hiring Practices, Team Building, Supervisory Skills, Diversity,
Leadership, Time Management, Six Sigma Green Belt

TECHNICAL SKILLS
Word, Excel, PowerPoint, Outlook, Access, Goldmine, proprietary order entry systems (AS400)
and Avaya CMS Supervisor, an automatic call distribution system

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