Mark Fraser

Employed Work Unit: Walden University

• Assisted call-in customers [students, preceptors, field sites, as well as other internal departments] with questions and nursing program, practicum, and clinical rotation support.
• Addressed customers [students, preceptors, field sites, as well as other internal departments] complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Responded to customers [students, preceptors, field sites, as well as other internal departments] needs through competent customer service and prompt problem-solving.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Collaborated with staff members to enhance customers [students, preceptors, field sites, as well as other internal departments] service experience and exceed team goals through effective satisfaction rates.
• Logged call information and solutions provided into internal CRM database [Salesforce].
• Pointed students to relevant information about academic and personal support services available.
• Advocated for students to access available resources.
• Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
• Advised students individually on academic nursing programs and respective concentrations for practicum, clinical rotations, and capstones.

• Managed quality checks in FDA lab, ensuring GMP/GDP compliance for process accuracy.
• Developed QMS, improving operational efficiency and reducing errors.
• Conducted root-cause analysis, implementing CAPA for enhanced quality standards.
• Authored SOPs for clear communication, ensuring adherence to FDA regulations.
• Optimized warehouse functions, streamlining stocking procedures for efficiency.

• Efficiently operated registers, resolving customer issues and enhancing satisfaction.
• Managed merchandising and inventory, ensuring accurate product placement and stock levels.
• Processed FedEx orders accurately, maintaining store and customer order integrity.
• Collaborated with team to maintain cleanliness and support FedEx processing.
• Analyzed customer preferences to optimize product placement and reduce stock issues.

• Led inventory teams, ensuring accurate counts and efficient processes.
• Supervised inventory associates, enhancing team performance and customer satisfaction.
• Implemented quality control measures, maintaining high inventory accuracy.
• Optimized team readiness, consistently meeting inventory accuracy targets.
• Balanced team management with individual coaching, prioritizing client needs.

• Monitored HPP facility for food safety compliance, enhancing quality standards.
• Analyzed product samples, documenting data to maintain quality control.
• Hosted regulatory and customer tours, ensuring transparency and compliance.
• Implemented HACCP programs, managing corrective actions for risk mitigation.
• Leveraged diverse skill set, operating Pallet Jacks and Forklifts, to streamline operations and enhance efficiency in cold storage warehouse.

• Secured vital funding through strategic grant writing and donor engagement.
• Developed innovative fundraising campaigns, fostering strong donor relationships.
• Coordinated impactful donor events, enhancing stakeholder engagement.
• Analyzed donor trends to optimize fundraising strategies.
• Expanded corporate sponsorships, boosting organizational support.

• Led Philadelphia Family Voices as first Executive Director, launching and managing innovative programs.
• Oversaw daily operations and staff management, ensuring smooth transition during program acquisition.
• Negotiated contracts and established a minimum salary, promoting fair compensation through Living Wage Initiative.
• Structured organizational framework and quality management systems for effective service delivery.
• Represented organization on various committees, advocating for families with behavioral health needs.

• Ensured policy compliance, boosting service quality and network efficiency.
• Led audits, identified improvements, and facilitated corrective actions.
• Developed audit tools, scheduled audits, ensured timely feedback.
• Supervised and motivated team, achieving program goals and strategic execution.
• Streamlined quality management processes for timely audit completion and feedback.

• Managed process for education programs, securing $100k funding from major foundations.
• Implemented innovative database, first in region, fully funded by William Penn Foundation.
• Developed initiatives enhancing efficiency by 35%, partnering with stakeholders organization-wide.
• Coordinated system improvements, recognized as industry-leading in media and by executives.
• Supervised staff and volunteers, creating and instructing training curriculums.

• Led nursing staff development programs, ensuring continuous education and skill enhancement.
• Managed quality initiatives, resulting in improved patient care standards.
• Maintained comprehensive databases, ensuring accurate and up-to-date records.
• Compiled data for performance improvement reports, contributing to Magnet Accreditation.
• Collaborated on quality management, achieving measurable improvements in nursing performance.

• Coordinated diverse admin tasks, enhancing student services and departmental efficiency.
• Managed $150k in credit limits, ensuring budget compliance and financial accuracy.
• Organized university events, boosting student recruitment and engagement.
• Guided students towards graduation, improving retention and success rates.
• Trained staff on tech platforms, enhancing team skills and productivity.

• Coordinated clinical research projects, enhancing efficiency and communication with stakeholders.
• Facilitated executive communication, improving project alignment across departments.
• Managed travel and expenses, ensuring accurate reimbursements and logistical support.
• Documented meeting minutes, providing clear and actionable summaries for leadership.
• Supervised staff, fostering a collaborative and productive team environment.

• Prepared adverse event reports for regulatory compliance, ensuring trial accuracy.
• Developed procedures with clinical supervisors, improving trial management efficiency.
• Coordinated with chemotherapy staff, ensuring precise treatment and communication.
• Maintained source documents, supporting data integrity in clinical trials.