Customer Service Manager
Resume:
Heather Kelly
Worcester, MA 01606
********@*****.***
SUMMARY
Highly organized and detail orientated management professional with 13
years proven track record in
contract research industry. Motivated and collaborative team player with
ability to work independently
and interdependently. Recognized for ability to deliver results, meet
deadlines, and lead the team.
COMPETENCIES
. Leading teams
. Coaching and mentoring staff
. Interviewing and hiring
. Process improvement
. Scheduling
. Resource management
.
EXPERIENCE
Charles River Laboratories, Shrewsbury, MA
1996-2009
Senior Manager, In-life Technical Operations (Jan 2009-Oct 2009)
Managed 100+ individuals including 9 supervisors, 85+ research
technicians and 6 support personnel
. Responsible for day-to-day operations including resource and personnel
scheduling, quality control, and employee development
. Implemented flex scheduling which maximized technician productivity
and reduced overtime requirements by more than 50%
. Participated in global initiatives for process improvement
. Managed reduction in workforce on 2 occasions and developed plans to
maintain efficiency and staff morale
Manager, In-life Technical Operations (2005-2009)
Managed 55+ individuals including 9 supervisors, 45+ research
technicians and 4 support personnel
. Transitioned operations to new facility without reducing number
of projects by maintaining work
at 2 locations
. Developed and modified procedures and processes during site
transition
. Modified technical procedures in response to external work-mix
changes
. Generated performance evaluations and goal setting for
supervisors and technical staff
. Interviewed and hired 30+ technical and 5 supervisory staff
Senior Supervisor, In-life Technical Operations (2004-2005)
Supervised research technicians across multiple departments
. Generated micro-schedules for daily activities
. Completed financial milestones for forecasting and invoicing
. Leader and participant of inter- and intra-department
committees/taskforces
. Developed performance evaluations and corrective actions for
staff
Supervisor, In-life Technical Operations (2001-2004)
Supervised research technicians for single department
. Authored and implemented standard operating procedures
. Developed performance evaluations and corrective actions for
staff
. Took 8 week leave from Charles River Labs to work for Helping
Hands as an Animal Trainer
Research Technician I/II (1998-2001)
Senior Support Technician (1998)
Animal Care Technician (1996-1998)
EDUCATION AND PROFESSIONAL DEVELOPMENT
Worcester State College, Worcester, MA
BS, Business Administration, Degree expected 2010
Course work includes: Management and Organizational Behavior,
Organizational Dynamics,
Human Resource Management, Business Ethics, Leadership, Business
Communications,
Business Law
Management Certification, Charles River Laboratories, Shrewsbury, MA
. Managing Responsibilities
. Managing Change
. Managing Performance
. Managing Reward and Recognition
. Sexual Harassment
. Employment Law
. Managing Recruitment
. Customer Service, Internal and External
AWARDS
Awarded by Senior Management for "Improvement through Teamwork" (2006)
Received multiple awards by manager for Humane Care and Use (2005, 2003)
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