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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLELinkedIn:LINKEDIN LINK AVAILABLEPROFESSIONAL SUMMARYRELEVANT EXPERIENCEDirector of Customer Support,Project N95July 2021 - Feb 2024 Operational Excellence and Cost Reduction:Led a remoteCustomer Support team overseeing thousands of monthly support requests, Supplier Relations, and 3rd Party Logistics. Implemented strategic measures that increased operational efficiency, resulting in a substantial reduction in staffing costs. Cross-Functional Collaboration:Facilitated bi-weeklycollaboration sessions with Leadership, Tech Support, Marketing, and Fundraising teams. Contributed to adapting customer support strategies to the rapidly changing environment, transitioning seamlessly from pre-COVID-19 to post-COVID-19 era. Team Leadership and Performance:Successfully trainedand managed a high-performing team, ensuring outstanding customer support in a challenging, high-pressure environment. Achieved a remarkable greater-than-90% SLA and maintained a consistent month-over-month customer satisfaction rating exceeding 95%. Community Outreach and Impact:Managed a donationprogram, providing essential PPE for people in underserved communities. Demonstrated commitment to corporate social responsibility and community engagement. Customer Education and Training:Delivered front-linetraining and education to customers, enhancing their understanding of product use, safety protocols, and product selection criteria. Played a pivotal role in empowering customers to make informed decisions.Supervisor of Contact Tracing,Insight GlobalJune 2020 - June 2021 Strategic Call Center Optimization:Orchestrated theplanning and implementation of a remote call center strategy, resulting in a remarkable 60% increase in both call volume and accuracy. Leveraged strategic insights to enhance productivity and maintain high-quality standards. Performance Enhancement Through Coaching:Spearheadedmeetings and coaching sessions aimed at improving overall performance. Effectively managed day-to-day performance of agents, ensuring adaptability to the evolving science of the COVID-19 virus. Played a crucial role in maintaining a proactive response to the dynamic challenges posed by the pandemic. Training for Scientific Adaptation:Managed ongoingtraining programs to keep the team abreast of the changing dynamics of the COVID-19 virus. Ensured that agents were well-equipped with the latest scientific information to enhance their effectiveness in contact tracing efforts. President & CEO,Creative Veterinary Medicine Solutions Job Title April 2016 - Present Hospital Management Consulting:Spearheaded hospital management consulting initiatives, providing strategic guidance and leadership to enhance overall operational efficiency and effectiveness. Conflict Resolution and Mediation Training:Developedand conducted staff training programs focused on conflict resolution and mediation. Resolved both internal staff conflicts and client-related issues, fostering a positive and collaborative work environment. Regulatory Compliance Expertise:Ensured compliance with OSHA, DEA, and AAHA regulations, demonstrating a commitment to maintaining the highest standards of safety, ethics, and quality in veterinary management. Director of Veterinary Medicine,Colorado Humane Society& SPCA Lakewood, CO July 1995 - August 2008 Operational Leadership and Clinic Management:Structuredand implemented daily operations for the entire spay/neuter clinic and critical care hospital. Demonstrated adeptness in overseeing comprehensive veterinary services. Comprehensive Animal Health Oversight:Managed thehealth of 4000 animals annually, including identification, shelter infection, and disease control, and overall shelter maintenance. Ensured the well-being and welfare of animals under care. Policy Consultation and Development:Collaboratedwith the veterinary advisory board to establish and implement all veterinary policies. Contributed strategic insights to uphold high standards of care. Team Management and Budget Oversight:Recruited andmanaged veterinarians and veterinary staff, overseeing their professional development. Developed and monitored budgets for both the shelter and clinic, demonstrating fiscal responsibility and efficiency. OTHER EXPERIENCEHospital Manager,Veterinary Referral & EmergencyCenter Clarks Summit, PA March 2008 - February 2015 Team Leadership and Management:Led the hiring, training,and management of a diverse staff of up to 60, including doctors, technicians, and client support staff. Fostered a collaborative and high-performance work environment. New Hospital Setup and Inventory Management:Spearheaded the successful opening of a new hospital, overseeing the setup of the inventory and coding the entire inventory system. Ensured a seamless transition and operational efficiency from inception. Client Satisfaction Management:Managed all clientcomplaints and concerns, showcasing a commitment to ensuring a positive client experience. Implemented measures to address issues promptly and enhance overall client satisfaction.Practice Manager,White Haven Veterinary Hospital White Haven, PA September 2008 - February 2010 Team Leadership and Management:Led the hiring, training, and management of a diverse staff of up to 60, including doctors, technicians, and client support staff. Fostered a collaborative and high-performance work environment. Billing Code Development and Pricing Strategy:Developed all billing codes for the hospital and set pricing and markups based on recommendations from leading veterinary practice consultants. Implemented fee structures that aligned with industry standards. Comprehensive HR Management:Addressed a spectrumof HR issues, including conflict resolution, disciplinary actions, performance reviews, payroll, scheduling, and managing Paid Time Off (PTO). Maintained a positive and compliant workplace. Client Satisfaction Management:Managed all client complaints and concerns, showcasing a commitment to ensuring a positive client experience. Implemented measures to address issues promptly and enhance overall client satisfaction.EDUCATIONAssociates Degree,Art Institute of Atlanta - Atlanta, GA Music Entertainment Management |
