Manager Customer Service

Daniel DeFore

**** ********* **** ****, ***** Lake, MI 48386

248-***-**** (H) or 248-***-**** (C) • *********@*******.***

Professional Summary

PROGRESSIVE BACKGROUND OF 20+ YEARS IN OPERATIONS MANAGEMENT AND SUPPLY CHAIN /INVENTORY MANAGEMENT. PROVEN LEADER WHO TAKES

INITIATIVE, LEADS BY EXAMPLE, AND MOTIVATES/INSPIRES OTHERS FOR AN UPBEAT, PRODUCTIVE WORK ENVIRONMENT. HIGHLY MOTIVATED AND

RESOURCEFUL SELF-STARTER WHO IS RESULTS DRIVEN AND HAS A PASSION FOR SUCCESS. PROACTIVE WITH A GREAT SENSE OF URGENCY. TALENT FOR

CREATING AND APPLYING STRATEGIC INITIATIVES AND TACTICAL IMPLEMENTATION PLANS THAT ENHANCE COMPANY PERFORMANCE AND PROFITABILITY.

ANALYTICAL MINDED APPLYING ROOT CAUSE ANALYSIS TO QUICKLY RESOLVE PROBLEMS. ADDITIONAL KEYS TO SUCCESS INCLUDE:

• HONE IN ON CLIENT NEEDS TO PROVIDE OPTIMAL SERVICE DELIVERY AND MANAGE/ADMINISTER MULTI-MILLION DOLLAR BUDGETS.

• DEVELOP TRUST AND RAPPORT WITH MANAGEMENT, SUBORDINATES, CUSTOMERS, SALES REPS, VENDORS, AND STAFF AT ALL LEVELS.

• ASTUTE DECISION MAKER WHO RAPIDLY RESPONDS TO EVER-CHANGING CIRCUMSTANCES TO EFFECT POSITIVE CHANGE.

• TECHNICALLY SAVVY AND EMBRACE EMERGING TECHNOLOGIES UTILIZING AUTOMATED PROCESSES FOR OPTIMUM RECORDING AND REPORTING.

• EXPERT COMMUNICATOR AND PRESENTER INTERACTING WELL WITH PEOPLE FROM DIVERSE BACKGROUNDS AND CULTURES.

• ESTABLISHED RECORD FOR QUALITY, EXACTNESS, AND RESULTS MARKED BY MEASURABLE RESULTS IN THE FIELD.

Core Competencies

OPERATIONS MANAGEMENT LOGISTICS & DISTRIBUTION MATERIALS MANAGEMENT

PURCHASING MANAGEMENT INVENTORY CONTROL PROJECT MANAGEMENT

CHANGE AGENT STRATEGIC PLANNING PROGRAM MANAGEMENT

CUSTOMER SERVICE CLIENT RELATIONS VENDOR RELATIONS

CONTRACTS & PROCUREMENT TEAM BUILDING & LEADING PERSONNEL MANAGEMENT

PROCESS IMPROVEMENT COST & TIME MANAGEMENT REVENUE ENHANCEMENT

Professional Experience

KOA ORTHOPEDICS (SMITH & NEPHEW ORTHOPEDICS), WIXOM, MI (10/2004 – 3/2010)

OPERATIONS AND INVENTORY CONTROL MANAGER

Create, apply, and manage policies and procedures for operations staff. Identify and secure cost effective methods to provide

surgical products and instrumentation to customer base. Monitor asset utilization of current accounts and forecast future needs

for upcoming conversions. Consult with clients and address any issues or pricing discrepancies. Troubleshoot and resolve

logistical issues. Update and maintain order entry status in SAP for product to the field and customers. Train and evaluate staff,

apply performance measurement standards, and ensure productivity objectives are met. Develop and administer departmental

budget. Negotiated contracts and pricing with multiple vendors

Key Achievements:

• Accounted for $8M in implant assets and $12M in instrument assets.

• Created and generated instruments and materials to support 38+ sales representatives that produced $52M yearly in

sales.

• Performed yearly physical inventories for 58 accounts with highest regard to accuracy and optimum reporting.

MOUNT CLEMENS GENERAL HOSPITAL, MOUNT CLEMENS, MI (8/2000 – 10/2004)

COMPUTER APPLICATION/INVENTORY CONTROL MANAGER

Consulted with service specialists, surgeons, and vendors on items required for optimum case coverage. Reported on volume

statistics for Surgery and Endo Departments. Completed any inventory adjustments and cost justifications. Administered payroll

for staff of 87. Prepared and processed all requisitions for supplies. Worked closely with Purchasing Department on all

products, contracts, and vendor relations. Presented product changes at surgeon’s section and products committee meetings

on a monthly basis, negotiated contracts and pricing with multiple vendors.

Key Achievements:

• Maintained standardization and supply utilization for 12 surgery suites and Endo Department.

• Served as liaison between Surgery and Central Service Departments to meet supplies requirements and equipment

for surgical needs.

DANIEL DEFORE

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POH MEDICAL CENTER, PONTIAC, MI (11/1998 – 6/2000)

CENTRAL SUPPLY MANAGER

Managed staff and operations in all areas of CSR that included union personnel, payroll processing, and scheduling.

Negotiated contracts and pricing with multiple vendors. Monitored supply utilization, standardization, and cost containment

savings. Developed and administered departmental and OR budget. Attended all surgical section meetings and communicated

any product changes with surgeons.

Key Achievements:

• Created, implemented, and monitored usage of Pyxis System that resulted in more effective recording and reporting

for the department.

• Generated competencies for monitoring office staff performance.

• Maintained all Patient Equipment for the hospital.

EARLY CAREER as Central Processing Manager, St. John Hospital; Central Processing Leader, Henry Ford Hospital; and

Central Processing Technician, Huron Valley Hospital.

Education, Certifications & Computer Specifics

BS in Health Care Administration

Baker College Online Program (Currently Working Toward)

Certifications:

Picos Quality Certification

TQM Certification

Professional Development:

St. John Hospital, Management Training Program, Inventory and Leadership Training, and TQM Classes

Experienced with GPO contracts Premier and Novation, JCAHO, OSHA, FDA, HIPAA, DOT, EDI, JIT,CPT,and ICD-9 codes

Computer Specifics:

SAP, OSC, Kronos, Ansos, Surgiserve System, Pyxis, PCS System, Ipaq System, Datahub, Word, Excel, Power Point, Access,

and Outlook

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