Customer Service Manager
Resume:
John E. Belculfine
Hubbardston, MA 01452-1608
******@*******.***
Summary
Self-motivated leader with over 20 years of experience in process change
operations and staff management in a medical environment. Proven history
of policy/procedure writing and project leadership. Demonstrated problem
solving skills and departmental reorganization initiatives to facilitate
efficient operations for the delivery of excellent customer service within
established fiscal budgets.
Experience
Fallon Clinic, Worcester MA 1989-2008
Promoted several times into various supervisory and management positions
for a multi-specialty medical organization with 250+ providers/1700
employees in 23 locations throughout Worcester and central Massachusetts.
Manager, Optical Laboratory & Warehouse Operations, 2008
- Managed digital surfacing laboratory in the production of quality eyewear
meeting and exceeding ANSI standards within 5 business days.
- Developed and initiated machine process set-up protocols increasing daily
production time by 30 minutes and ensuring long-term operations in the
reduction of monthly downtime by 50%.
- Created a department charter, goals and objectives, policy and procedures
and communications initiatives to focus team in a results driven
environment.
- Utilized problem solving methods reducing defects from 10% to below 5%,
saving raw materials and the avoidance of re-work and labor costs.
- Delegated procurement activities to 2 staff members assuring that
supplies are on hand for the production cycle utilizing basic inventory
control principles.
Coordinator, Process Improvement, 2007
- Implemented project plans for opening of a new eye services practice
within budget and on time improving patient access and increasing billing
revenues.
- Lead administrator for Microsoft Share Point communication tool providing
"live" information and easy access for provider/staff schedules, vacation
time, policies, and performance metrics.
- Coached staff in leadership and process redesign activities bringing
operational focus to ophthalmology, optometry and optical practices.
Administrative Lead, 2006
- Managed a secretarial staff of 22 in a busy and fast paced eye services
practice ensuring excellent customer service to patients.
- Implemented call center to improve telephone statistics for service level
by 30%, abandonment rate from 18% to less than 3%, time to answer by over
100%, all exceeding defined organizational standards.
Business Support Specialist, 2004-2006
- Introduced new policies and procedures for materials management including
physical inventory, cycle counts, procurement & inventory reconciliation
resulting in a cost contained and accurate inventory and product to the
patients.
- Coordinated daily operations for appropriate staffing, retails sales and
incentive performance reports for 10 optical locations.
John E. Belculfine
Page 2
Practice Manager, Medical Specialties, 2003-2004
- Oversaw operational management for 35 staff members and medical division
chiefs in 4 specialty practices.
- Controlled and managed annual fiscal year budgets in conjunction with the
division director meeting financial goals and objectives.
Manager of Purchasing/Supervisor, Inventory Control, 1996-2003
- Managed all aspects of human resources for 7 inventory staff.
- Identified and implemented formulary changes from brand to government
approved medications resulting in a 65% generic formulary, exceeding
national benchmarks and reducing patient co-payment costs.
- Provided management services for the nursing station program by defining
formulary and establishing economic order quantity standards.
- Served as pharmacy representative to a variety of vendors and suppliers.
- Established supply chain with primary, secondary, and tertiary vendors to
improve fill rate to 97% for ordered pharmaceuticals.
- Increased inventory turns of pharmaceuticals from an average of 9 to 14,
decreasing carrying costs by 25% and reducing obsolete inventory to less
than .003%.
- Maintained and updated the pharmacy inventory control system to assure
the correct pharmaceuticals were purchased and dispensed, resulting in
annual savings of $500,000 and the reduction of pharmacy dispensing
errors.
Inventory Control Specialist/Warehouse Clerk, 1989-1996
- Purchased, received, and stocked medications and other supplies in
warehouse and pharmacy settings.
Education
Nichols College, Dudley, MA
Bachelor of Science in Business Administration
Fallon Clinic University
Management and Leadership Workshops
Computer Skills
Microsoft Word, Excel, PowerPoint and Share Point
Achievements
Classical pianist
Black belt in Kempo karate
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