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Click here or scroll down to respond to this candidateCandidate's Name , M.Ed., CDT GENERAL RESUMEStreet Address
PHONE NUMBER AVAILABLE - EMAIL AVAILABLELINKEDIN LINK AVAILABLEPERSONAL PROFILEOpen-minded innovative resource manager and confident leader with a proven ability to successfully manage diverse teams or work in a supporting role to achieve common goals. Able to effectively create an atmosphere of shared teamwork through coaching, mentoring, proactive counseling, and conflict resolution. WORK EXPERIENCE - CIVILIANAug 2023 - Present Principle Customer Experience Professional, (Contract), Honeywell, Cartersville, GA Supports the strategic business group and ensures the achievement of Safety, Quality, Inventory, Delivery and Cost metrics within the manufacturing organization. An information collection point between managers and staff, and works with materials management, quality, sales, and engineering teams to resolve various challenges on shop floor. A liaison between internal and external stakeholders.Mar 2019 - Jul 2023 Technical Support Supervisor, DEXIS, Alpharetta, GA Manages the daily operations of frontline Telephone Technical Support to dental practices using DEXIS digital x-ray systems for patient diagnosis and treatment. Ensures customer Service Level Agreements and KPIs are met; role includes Technician Hiring, Payroll Reporting, Coaching, Mentoring, scheduling, conflict resolution, and planning. Oversees and ensures the proper execution of key quality system elements such as complaint reporting, case documentation, change management, CAPA, regulatory and notified body audits, internal audits, and quality system management review. Sep 2015 - Mar 2019 Manager, Client Services, CVENT, Atlanta, GA Manages the daily operations of a client-focused team providing Event Management industry call center support. Ensures client SLAs are met and that quality targets are reached; including metric reporting, scheduling, conflict resolution, and root cause analysis.Jan 2001 - Sep 2015 Summary Note - Provision Dental Systems, DEXIS, LLC, Danaher Dental Imaging, and Dental Imaging Technologies Corp (DITC), are all related company names and positions supporting the DEXIS product line acquired by Danaher in 2005.Feb 2015 - Sep 2015 Consultant, (Contract), Dental Imaging Technologies Corp (DITC), Alpharetta, GA Provided engineering, development, and on-site customer support for medical devices as assigned. Jan 2013 - Sep 2014 Technical Program Manager, Danaher Dental Imaging, Alpharetta, GA Managed projects and provided assistance to Kavo Kerr Group business units in the planning and delivery, of new applications and technologies to meet customer needs; included working closely with Product Development, Quality Assurance, Marketing, and Sales teams in the collection of VOC inputs and analysis of supporting data to drive medical device improvement, and enhance healthcare delivery. Jan 2009 - Jan 2013 Manager, Imaging Field Service, Danaher Dental Imaging, Alpharetta, GA Expansion of the previous role at DEXIS to include providing onsite technical service and consulting for Gendex and Imaging Sciences International customers east of the Ohio River, including Canada and Puerto Rico. Oversaw daily operations of Field Service Technicians while ensuring team members were cross-trained on new equipment to meet increased customer demands. Created and implemented the use of Field Service Training / Proficiency records and work instructions to ensure ongoing documented training of all members of the Imaging Field Service team is accomplished. Project Manager - Successfully managed major project migration of DEXIS, Gendex, and Imaging Science International product lines from BPCS (Legacy ERP system) to SAP; data migration success led to subsequent selection by Imaging Executive Team, to also manage physical relocation of DEXIS and Gendex manufacturing facility assets from Des Plains IL, to the new location in Hatfield PA. Page 1 of 3Candidate's Name , M.Ed., CDT GENERAL RESUMEMar 2003 - Jan 2009 Manager, Field Support Services, DEXIS, LLC, Alpharetta, GA(formerly ProVision Dental Systems)Planned and implemented the deployment of a new Field Service Team that provided onsite technical service and consulting for dental digital x-ray customers throughout the continental U.S.; consistently met or exceeded Key Performance Indicator metrics, maintaining an onsite resolution success rate of greater than 96 percent. Created a field workload management system to coordinate site scheduling and monitor account spending; team travel costs were consistently greater than 31 percent below the monthly budget. Developed and implemented a database to collect and manage medical device complaints, a tool Telephone and Field support teams used to provide timely Quality Assurance metric data and meet FDA regulatory requirements. New Products - Coordinated internal testing and external evaluation of new medical devices before launch, including screening and selecting beta sites; ensured successful product rollouts. Sales - Provided direct sales closing support to Regional Sales Managers and Warranty Renewal teams, including prospect and owner visits; successful in new equipment sales, service upselling, and customer retention. Project Manager - Used Microsoft Project to provide executive leadership with comprehensive visual management, reporting, and physical relocation status of DEXIS manufacturing from Redwood City, CA, to Des Plaines, IL. Quality Representative - Took an aggressive leadership role in preparing the DEXIS Alpharetta facility for a major audit; ensured all CAPA requirements were met, ICARS were closed promptly, and the Master Control, document control system reflected accurate information. DBSL (Danaher Business System Leader) - Actively applied DBS (Danaher Business System) Lean tools and principles to daily work center management; met TPI Black Belt requirements. Jan 2001 - Mar 2003 Manager, Call Center, ProVision Dental Systems, Alpharetta, GA Managed day-to-day operations of a telephone support team providing support to digital x-ray system owners. Extraordinary personnel management skills were significant factors that directly contributed to high employee morale in a challenging environment and led to consistent "Outstanding" customer service ratings. Sep 2000 - Dec 2000 Technical Recruiter, H.T. Prof, Kennesaw, GA The full life-cycle recruiting process, including sourcing/identifying candidates, screening resumes, and attracting qualified staff in specific functional areas to meet search requirements. Used strategic recruiting methods to fill search assignments. WORK EXPERIENCE - MILITARYAug 1996 - Sep 2000 Dental Superintendent / CSSO, U.S. Air Force, 81st Medical Group, Keesler AFB, MS Directed human resources, training, information security, budget utilization, and daily functions of the second-largest Air Force dental service. A designated Ambulatory Care treatment facility operating under medical guidelines (Joint Commission on Accreditation of Healthcare Organizations (JCAHO)); including a comprehensive two-year General Dentistry Residency program, providing preventive and restorative care covering all specialties (pediatric to geriatric dentistry) Jul 1993 - Aug 1996 Dental Superintendent, U.S. Air Force, 48th Medical Group, RAF Lakenheath, UK Mid-tour promotion to direct support operations and dental information systems management activities of the Regional Dental Consultant Center for England; 119 military and civilian personnel at two dental facilities. Aug 1991 - Jul 1993 Superintendent Area Dental Laboratory, U.S. Air Force, Barksdale AFB, LA Directed human resources and administrative support aspects of the largest Air Force dental lab supporting 126 Department of Defense facilities worldwide.Aug 1985 - Aug 1991 NCOIC, Area Dental Lab Logistics, U.S. Air Force, Barksdale AFB, LA Provided day-to-day logistic oversight for the largest Air Force dental lab. Managed account spending and consumption of more than 900 line items used in fabricating dental prostheses; established and maintained realistic supply levels. Aug 1981 - Aug 1985 Master Instructor Dental Laboratory Technology, U.S. Air Force, Sheppard AFB, TX Trained entry-level military members to perform basic dental laboratory procedures to the apprentice level. Instructed career technicians in advanced Removable Partial Dentures and Orthodontics. Page 2 of 3Candidate's Name , M.Ed., CDT GENERAL RESUMEEDUCATIONAug 2004 Masters Degree in Education: Instructional Technology American Intercontinental University, Atlanta Georgia Aug 2002 Bachelor of Information TechnologyAmerican Intercontinental University, Atlanta Georgia Sep 1983 Bachelor of Science in Occupational Education Wayland Baptist University, Plainview TexasSKILLS Leadership Medical Devices Data analysis Patient Advocacy Project management Human Resources Account management Inventory management Lean Manufacturing Budget forecasting Training Recruiting Quality control KPI metrics 5S ETL Kaizen Safety Standard work Value Stream Mapping Visual Management Waste reduction Root Cause Analysis PDCA Information Security Document Control HIPAA, PHI and ePHI JCAHO / TJC HazMat VOC OSHA, EPA, and FDA Life Safety Code Complaint Management DICOM conformance Dental 2D and 3D DiagnosticImaging CAPA systems SAP Salesforce QueueMetrics Windows, Linux, and MacOS Data migration Smartsheet Data mining Relational Databases Microsoft DynamicsOTHER COMPLETED TRAININGMay 2014 Voice of The Customer Training, Danaher (Hach) Sep 2013 Project Management Workshop, Fred Pryor Seminars/CareerTrack Oct 2010 Lean Conversion Boot Camp, Pelton & Crane Dental Equipment Oct 2010 Radiation Safety Training, ProPhysicsJun 2010 Advanced DICOM Seminar, OTech Healthcare Technology Solutions Nov 2008 Quality System Requirements and Industry Practice, AAMI - Passed Exam Sep 2007 DICOM Hands on Expert course, OTech Healthcare Technology Solutions Sep 2006 Training and Facilitation Techniques for Instructors, Danaher Jun 2006 DBS Leadership Orientation, DanaherMay 2005 Transactional Process Improvement Boot Camp, Danaher Aug 2004 Boot Camp Sales Mastery, Tom Hopkins International Apr 1998 Training for the Customer Service Revolution, AMR Training Group Apr 1997 The Seven Habits of Highly Effective People, Covey Leadership Center Nov 1996 Principle-Centered Leadership, Covey Leadership Center Oct 1984 Certified Dental Technician (CDT) in Orthodontics - (Lic# 011942-00) Nov 1983 Certified Dental Technician (CDT) in Removable Partial Dentures - (Lic# 011942-00) Page 3 of 3 |
