Medical Customer Service

Location:

6360

Posted:

December 22, 2010

Contact this candidate

Resume:

RICHARD A. WELLS

Norwich, CT *****

Cell: 413-***-****

**********@*****.***

WORK EXPERIENCE

Disciplined and focused US Army Officer with strong interpersonal skills

and proven Human Resources, Logistics, Acquisition and management

capabilities. Successful track record of exceeding goals, ability to

establish rapport at all levels; pointed focus and attention to detail.

Areas of Expertise include Leadership, Supervision, Strategic Planning,

Training & Development. Currently possess Active Secret Clearance.

09/2007 to Present: Medical Operations and Training Supervisor, 7310st

Medical Training Support Battalion, United States Army, Ft. Dix, NJ;

Supervisor, LTC Steve Ferst, phone, 609-***-****. Permission to contact.

Salary: 100,000 USD Per Year Hours per week: 50

Typing Speed: 45 Words per Minute

Software Used: Microsoft Office, Excel, Word, Power Point, Outlook, Share

Point; PBUSE/SPBS-R, Defense Training Management System

LOGISTICS MANAGEMENT OPERATIONS: Developed medical logistics operations

and training to support task force operations, training, equipment, and

personnel for 48 Army Reserve Medical Units and 3,500 medical personnel in

the Northeast United States. Ensured logistics of moving medical equipment

that exceeded normal mobilization time in order to increase the soldiers'

comfort and effectiveness. Directed purchases of all medical items and

supplies with an annual budget of $22M.

PROGRAM MANAGEMENT / ADMINISTRATION: Develops reports for U.S. Army

leadership for use in operational planning and decision making. Evaluates

and implements all aspects of medical logistics activities to include

financial, supply chain support, and material life cycle management.

Ensures supplies and equipment are in place for supported units and

arranges for re-supply as needed. Coordinates with other military

organizations and government agencies to secure goods. Gives formal and

informal presentations and briefings concerning status, objectives, and

problems of medical logistics planning and requirements efforts.

SUPERVISION AND TRAINING: Plans and coordinates unit training, personnel

resourcing and Logistics Validation for a culturally diverse team of 11

full-time and 28 part-time Senior Medical Operations, Logistics, and Human

Resources Intermediate Managers. Trains employees on technical

regulations, processes, policies, and procedures. Sets priorities and

assigns tasks. Guides employees to resolve difficult technical issues.

Coaches employees in customer service techniques and promotes cooperative

working relationships and cohesive team work. Monitors and evaluates

performance and implements corrective actions as necessary. Recognizes

outstanding performance of staff in areas of multi-tasking, deadline

management, problem-solving and teamwork. Completed training in Market

Research, Sealed Bidding and Mission Performance Assessment.

PERSONNEL AND HUMAN RESOURCES: Provided career guidance and management

assistance to 45 Senior, Middle and Junior level Medical Personnel, ensured

accurate and timely personnel action, information system update. Maintained

sound grasp of competing priorities, administrative and staff functions,

handling multiple missions simultaneously. Served as liaison in EO/EEO,

personnel administration, physical security, safety, training and employee

adjudication matters. Repeatedly commended for external training programs,

outstanding equipment maintenance and logistics programs. Provided direct

support of the reserve military medical personnel assigned to the Army

Reserve Medical Force and tenant commands. Additionally, provided

assistance to military personnel and family members in-transit; those

assigned to independent duty, and to retired members of the armed forces.

Adroit in ability to influence managers and other stakeholders to accept

and implement findings and recommendations related to patient advocacy and

customer service. Analyze and evaluate criteria to measure performance

improvement. Displayed ability to plan and conduct interviews and fact-

finding to evaluate and recommend ways to improve the effectiveness and

efficiency of work operations, as it relates to patient advocacy and

customer service, in a program or support setting. Displayed experience and

ability to handle conflict and problems in dealing with both internal and

external consumers. Required to plan, organize work and coordinate with

staff in services or service lines to achieve effective work outcomes;

specifically where potentially controversial findings, issues or problems

with widespread impact have been identified. Skilled with making

recommendations that will influence decisions by managers concerning the

internal operations of their program or activities; documenting the data

for integration with other sources of performance improvement to access and

improve services to soldiers and veterans.

06/2002 to 09/2007: Medical Acquisition, Logistics and Personnel Manager,

6th Medical Logistics Management Center, United States Army Materiel

Management Agency, United States Army, Ft. Detrick, MD; Supervisor, COL

Jennifer Lindsay-Dodoo, phone, 301-***-****. Permission to contact.

Salary: 100,000 USD Per Year Hours per week: 50

Typing Speed: 45 Words Per Minute

Software Used: Microsoft Office, Excel, Word, Power Point, Outlook,

PBUSE/SPBS-R, Defense Training Management System

LOGISTICS MANAGEMENT OPERATIONS: Supervised 28 Junior and Mid Level

Logistics and maintenance managers. Managed processes involving supply

chain oversight with 300 customers, liaising with a Warehouse and

Distribution Managers, manufacturers, retailers and consumers. This is

often a two-way process with return of goods. Coordinated processes to

ensure customer satisfaction. Oversaw transportation, stock control,

warehousing and forecasting stock levels, delivery times, transport costs

and performance evaluation. Managed the Integrated Logistics Support (ILS)

to ensure an easy supportable system with a robust customer service

(logistic) concept at the lowest cost and in line with (often high)

reliability, availability, maintainability and other requirements as

defined for the project.

PROGRAM MANAGEMENT / ADMINISTRATION: Selected as Deputy Director of

Operations; managed internal equipment maintenance, support operations and

two enduring deployed forward teams worth $48,000,000. Directed assistance

and support of deploying units; providing centralized management and

distribution of medical supplies, equipment, and execution of Customer

Assistance Visits. Medical Logistics Liaison between Active Army and Army

Reserve Medical Units, supervising Contracting and Acquisition Procedures

with the Army Reserve Medical System including Hurricane Katrina Relief

Operations, ensuring the logistics system was responsive, economical, and

manageable. Monitored pharmaceuticals, medical and surgical supplies,

medical devices and equipment, and other products needed to support 45

doctors, 60 nurses, and 122 other health and dental care providers.

SUPERVISION AND TRAINING: Implemented and monitored health and safety

procedures; managed staff training issues; incorporated contracting and

acquisition courses into the Logistics management Training, established

measurable logistics objectives. Completed training in Mission Strategy

Execution, Mission Support Planning, Simplified Acquisition Procedures

(SAP), Principles of Contract Pricing, Intermediate Systems Acquisition,

and Fundamentals of Systems Acquisition Mgmt.

HUMAN RESOURCES: Provided career guidance and management assistance to 12

Middle and Junior level Medical Personnel. Maintained sound grasp of

competing priorities, administrative and staff functions, handling multiple

missions simultaneously. Served as liaison in EO/EEO, personnel

administration, physical security, safety, training and employee

adjudication matters. Repeatedly commended for external training programs.

Provided direct support of the reserve military medical personnel assigned

to the Army Reserve Medical Force and tenant commands. Displayed

experience and ability to handle conflict and problems in dealing with both

internal and external consumers.

Required to plan, organize work and coordinate with staff in services or

service lines to achieve effective work outcomes; specifically where

potentially controversial findings, issues or problems with widespread

impact have been identified

01/1997 to 06/2002: Medical Logistics and Personnel Manager, 21st General

Hospital, United States Army, St. Louis, MO; Supervisor, COLONEL Donald

Lueders, phone: 314-***-****, Permission to contact.

Salary: 90,000 USD Per Year Hours per week: 50

Typing Speed: 45 Words Per Minute

Software Used: Microsoft Office, Suite Word, Excel, PowerPoint, Outlook,

PBUSE/SPBS-R, Defense Training Management System

LOGISTICS MANAGEMENT OPERATIONS: Responsible for material support plans,

medical unit conversion of 13 units, 17,000 lines of property and equipment

worth $26,000,000.

PROGRAM MANAGEMENT / ADMINISTRATION: Conducted pre-conversion analysis,

planning and programming data using Microsoft Office Suite of Programs.

SUPERVISION AND TRAINING: Served as Reserve Component Liaison and Team

Chief, Completed the Logistics Executive Development Course (LEDC), the

Army's Senior Logistics Course, working with military leaders in key

executive positions within the Army and DOD logistics systems. Conversed on

the overall DOD logistics system, the wholesale logistics structure and

industry. Completed training in the Command and General Staff Officers

Course, Resource Planning and Force Management and Basics of Contracting.

HUMAN RESOURCES: Provided career guidance and management assistance to 25

Senior, Middle and Junior level Medical Personnel, ensured accurate and

timely personnel action, information system update. Maintained sound grasp

of competing priorities, administrative and staff functions, handling

multiple missions simultaneously. Served as liaison in EO/EEO, personnel

administration, physical security, safety, training and employee

adjudication matters. Repeatedly commended for external training programs.

Provided direct support of the reserve military medical personnel assigned

to the Army Reserve Medical Force and tenant commands. Additionally,

provided assistance to military personnel and family members in-transit;

those assigned to independent duty, and to retired members of the armed

forces. Displayed experience and ability to handle conflict and problems

in dealing with both internal and external consumers. Required to plan,

organize work and coordinate with staff in services or service lines to

achieve effective work outcomes; specifically where potentially

controversial findings, issues or problems with widespread impact have been

identified

02/1995 to 01/ 1997: Medical Logistics and Personnel Manager, 801st Combat

Support Hospital, United States Army, Fort Sheridan, IL. Supervisor, Mr.

David Hessling, phone: 901-***-****, Permission to contact

Salary: 90,000 USD Per Year Hours per week: 50

Typing Speed: 45 Words Per Minute

Software Used: Microsoft Office, Suite. (Word, Excel, PowerPoint, Outlook,

PBUSE/SPBS-R, Defense Training Management System

LOGISTICS MANAGEMENT OPERATIONS: Served as Medical Logistics Liaison for

20 Army Reserve Medical Units ranging from 300 to 700 personnel. Planned,

coordinated, controlled and managed equipment and supplies for 12

Midwestern US Medical Units, concentrating on organizational property

management and accountability procedures for over $6,000,000. Deployed to

serve as a Medical Reserve Liaison in Alfred P. Murrah building evacuation,

April 1995.

HUMAN RESOURCES: Provided career guidance and management assistance to 28