SUMMARY:

• Dynamic, top - producing Sr. Director of Service Operations, experienced in executive level negotiations and cross-functional management within healthcare.
• Proven success record in forging key relationships, leading strategic meetings, inciting a winning team attitude, and solving key customer issues.
• Exceptional interpersonal and communication skills; motivating, energizing, writing, speaking, presenting, persuading, leading, negotiating, influencing.
• A highly self-directed professional dedicated to excellence in customer service and the flawless execution of contracted services. Six Sigma Green Belt Certified.

PROFESSIONAL EXPERIENCE:

Confidential

Director Business Operations

Responsibilities:

• Expert with the utilization of Healthcare informatics and process improvement.
• Managed internal audit staff for internal support reviews of non-conformity and true-conformity with executive level presentation of results as a CIA (Certified Internal Auditor)
• Extensive business development with GPOs, and strategic IDNs within the Healthcare market space across North America.
• Developed infrastructure and over site for customer loyalty metrics, NPS.
• Directly responsible to build, lead, hire and coach a new sales organization dedicated to National Customers and Government contracts.
• Build corporate Strategic 5 Year commercial growth plan working directly with Board of Directors, and Corporate C level staff
• Supported and manage strategic actions within service and commercial sales globally ensuring variable cost continues to flow nonlinear to revenue growth resulting in margin expansion.
• Organizational oversight includes; technical support, applications, service sales, contract architecture and field service engineering with a comprehensive headcount of 110.
• Developed and built organizational safety program, focused on a reduction of OSHA reportable accidents from 11% to 3% in 60 days.
• Supported organization during large acquisition in digital pathology helping drive synergies focused on customer response time and organizational metrics (MTBF, TTR, and TRT).
• Mentor coach and develop top talent members of leadership team in the soft skills leadership course with focus in influential communication, negotiations and active listening.
• Positively impacted future organizational structure with 5 year strategic plan; to include development around field service escalations, customer loyalty and customer complaint system.
• Implemented new dispatch account management tools with Six Sigma process resulting in productivity gains of 10-13% in the field service work force utilizing MS Visio via Lean.

Confidential, Charlotte, NC

Director

Responsibilities:

• Led Life Science and Healthcare organization of $80MM and 95 employees.
• Built enterprise strategy for Ancillary and Clinical Lab Logistics business integration of strategic customers, creating secured long term double digit growth factors.
• As a result of the new business processes and tools implemented the 2011 commercial sales performance included new revenue growth of $180MM term and $30MM annual sales revenue growth.
• Organized and delivered NPI of services within GMP to deliver a new technology introduction into the market place creating a new service organization to deliver product compliance, quality and support to support in field.
• Developed and implemented Supplier Network Development organization to facilitate all vendor management relationships, i.e. Liaison, invoice Q/A, modality specialist and vendor contract outsourcing. As a result this reflected $3.5M of direct savings reporting in P&L 1H, 2011.
• Created new organization to focus on multivendor services of pre-owned competitive systems in the market.
• While new to the role, lead implementation of the (practical process improvement) which reported over $3M in first half of 2011 savings.
• Implemented Lean Six Sigma process improvement within accounts receivable to decrease closure time from 94 days to 29 days.
• Led the Confidential (Customer Advocacy Score/NPS) development and launch as global corporate initiative.

Confidential, Charlotte, NC

Diagnostic Imaging Director

Responsibilities:

• Recognized by Confidential leadership during session C as Top Talent, excellent/role model as senior professional band (top 5-10% within Confidential ) 2006-2010.
• Strong Commercial sales/leadership skills as team delivered top results on sales P&L totaling $12MM, leading the US in overall sales revenue past 4 years.
• As a Six Sigma Greenbelt certified Director, managed and lead 15 different projects in both Six Sigma events saving over $10MM in program deliverables.
• Expertly managed $110MM annual P&L producing an 18% variance year over year, $217MM term.
• Managed a Multi-Modality complex product line while delivering 100% compliance reporting metrics for; PACS, MR, CT, X-ray, Mammography, X-ray Vascular, Bone Densitometry, Ultrasound, Interventional Cardiology, Digital X-ray and Nuclear Medicine Imaging product line.
• Facilitated capital equipment budgets for customers to facilitate STRAP.

Confidential

Director

Responsibilities:

• Recognized nationally for development of Ancillary consumables management logistics program which resulted in exponential growth of non-contract revenues and became national Best Practice. ($150MM)
• As primary liaison, grew the market from $0 to $2.2M in upside revenue; consequently resulting in a $38MM short cycle pull in annual revenue opportunity.
• Instructed “Lean Kaizen” event as a Six Sigma Greenbelt to deliver a simplified sourcing model resulting in a reduction of 60% process pending wait time..

Confidential , Columbus, OH

Field Service Engineer/ Team Lead

Responsibilities:

• Managed 6 engineers in day to day operational metrics and support.