Customer Service Management

ARIF R. KHAN, D.B.A

**** ******* ****** ****

Gaithersburg, MD 20882

abmabk@r.postjobfree.com

***/***-**** (Mobile)

***/***-****(Residence)

http://www.linkedin.com/in/arifrkhan

OBJECTIVE

To obtain a Senior Executive Management position within the Health Care

market.

SUMMARY OF QUALIFICATIONS

. Strong executive leadership capability with specific emphasis on leading

teams to resolve complex issues through building consensus of affected

stakeholders. More than 18 years progressively responsible, successful

experience in general management, including more than eight years in a

senior managerial capacity, in a service industry and business to

business service setting. Strong operations and general management focus

and a proven track record successfully managing profit growth through

building customer relationships.

. Knowledgeable in both the methods, procedures of effective operation

management and extensive experience in directing support services

departments in Health Care/Long Term Care, specifically in Facilities,

Environmental Services, Food Service, Security & Safety (environment of

care program), Clinical Engineering, Telecommunications and Information

Technology, providing high level of customer service. Solid P&L and

operations experience with demonstrated success in managing cost well and

improving bottom line profitability in low margin environments. Result-

oriented team player.

. In-depth experience in Engineering, Construction Management and

Instructional Technology with strong skills in maximizing efficiencies,

optimizing performance standards & Strategic Planning & Business

Development.

CAREER HISTORY

KAISER PERMANENTE, Mid Atlantic States (2009-Present)

Director of Health Plan (HP) Facility Operations, (District of Columbia and

Suburban Maryland Region)

Provide operational oversight for twelve medical centers and five ancillary

sites.

Involved in strategic planning and building 4 Super Hub (Ambulatory

Centers) schedule to open 2010, 2012, 2013

SOUTHCOAST HOSPITAL GROUP, Fall River, Massachusetts (2006-2009)

Vice President Facilities & Support Services

Provided oversight and direction for three hospitals - Charlton Memorial

Hospital, St. Lukes Hospital, and Tobey Hospital- totaling 904 licensed

beds and forty (40) ancillary/clinics/labs regional sites. Tertiary

relationship with New England Medical Center of Tufts Medical School.

. Directly managed Clinical Engineering & Technology (Clinical asset

management of $200 million dollars), Plant Operations & Maintenance,

Environmental Services, Property & Real Estate Management, Facility

Planning/Design & Construction ($30 million dollars annual capital

program), Food & Nutrition Services, and Security, with staff of 400+

FTEs. Support physician recruitment by participating in physician

mentorship Program.

. Achievements: Implemented of new Master Facility Planning, and New

Clinical Technology Strategy, Development of patient/customer centered

programs, conversation of food service contract (receiving $1.0 Million

Dollar investment from the selected food vendor). Part of the team who

put together Determination of Need (DON) for new radiation therapy

program. Development & construction of new cancer center facilities in

two towns. Implementation of Ambulatory strategy by building ambulatory

center in Wareham, Massachusetts.

UNIVERSITY OF MARYLAND MEDICAL SYSTEM, Baltimore, Maryland. (2004 - 2006)

Senior Director of Operations and Clinical Technology

Provided oversight and direction for three hospitals - University of

Maryland Medical Center, Kernan Hospital and University Specialty Hospital

- totaling 1,130 beds and 2.7+ million square feet, more than 150 acres of

ground maintenance.

. Direct management responsibility over eight departments: Facilities

Planning, Design and Construction, Plant Operations, Building

Maintenance, Clinical Engineering, Telecommunications, Safety

(Environment of Care Program), and Emergency Preparedness.

. Responsible for $130 million capital program and $30 million operational

budget.

. Achievements: Management & Implementation of new Environment of Care

Program; Capital Improvement 5-year Plan.

SODEXHO HEADQUARTERS (formerly Marriott International worked 17 years, all

experience with one organization working at different client sites),

Gaithersburg, Maryland. (1987 - 2004)

Corporate Vice President Facilities Support Services and Development (2001

- 2004)

Led operations support team sponsored by Chief Executive Officer, to

develop state of the art management tools for four divisions, Health Care,

Corporate Services, Higher Education and Schools Services, in two

countries, United States and Canada. Participated in development of

business growth strategy across United States. Established and maintained

communications systems/processes resulting in better understanding of

management objectives. Accountability for Logistics and Operation Support

Departments and technology implementation.

. Developed six Centers for Excellence, providing improved organizational

support of Maintenance Management software (implementation/deployment of

Information Technology Strategy), Facilities College (Implementation of

Action Learning strategy), Development of Unit operating system policy

and procedure, development of organizational communication plan,

development of national procurement contracts (Supply Chain & Materials

Management) and implementation of effective recruitment plan. Developed

ISO and Malcolm Baldrige implementation plan.

Director of Operations/Senior Manager Operations Support Corporate,

Bethesda/Gaithersburg, Maryland. (1999 - 2001)

Managed three separately located facilities, $20+ million operational

budget, eight Support Services departments, Plant Operations, Environmental

Services/Housekeeping, Safety and Security, Mail Room, Fitness Center,

Technical Information Center, Reprographic Center and Data Center, with

staff of 250+ people.

Operations/technical support to four divisions, Health Care, Corporate

Services, Higher Education and Schools Services. Part of Think Tank team

to collect Best Demonstrated Practices (BDP) across divisions and

implemented systems in the divisions. Developed systems of Operations

Management that created competitive advantage over competition. Led cross-

divisional committee as coordinator of corporate facilities support

services operations.

. Developed new Client Reporting tool which was submitted to win an

innovation award of the year (2000).

. Developed systems which improved field unit performance according to new

standards.

General Manager Facilities Management/Engineering, Graduate Hospital,

Philadelphia, Pennsylvania. (1997 - 1999) Affiliated with

University of Pennsylvania.

Administered engineering staff and supervised day-to-day plant operations

activities. Developed and controlled operational and capital budget with

design/implementation of energy efficient power plant. Supervised hospital

safety program, asset management program, including clinical engineering

equipment. Served on several JCAHO and PFI's (Performance Improvement

Committee), developed customer service hospitality training program which

improved patient satisfaction scores. Oversaw capital projects to comply

with Health Care National Fire Protection Agency (NFPA) codes and developed

policies procedures and management plans with performance improvement for

JCAHO survey.

. Maintained and improved service levels despite 40% staffing reduction by

using Labor Optimization Model.

. Reduced utility cost of steam by 10% compared to previous year by

implementing energy management project.

Director Plant Operations and Engineering, A. Holly Patterson Geriatric

Center/Nassau County Medical Center, Uniondale, New York. (1995 - 1997)

Administered engineering/plant operations staff of 900 bed facilities with

80 acres of grounds. Developed and controlled operational and capital

budget. Exceeded unit profit by 3%. Development and implementation of

JCAHO seven management plans.

Manager Plant Operations, Medical College of Pennsylvania/Hahnemann

University Hospital, Philadelphia, Pennsylvania. (1993 - 1995)

Managed Plant Operations department. Performed Confined Space survey and

implemented Confined Space and Lockout/Tagout training program.

Implemented energy management projects which saved client over $350,000.

Development and implementation of JCAHO management plans.

Project Engineer, Marriott Management Services, Newark, Delaware. (1991 -

1993)

Performed surveys at different hospitals for potential new sales.

Extensive knowledge of Computer Networking, HVAC, Refrigeration,

Mechanical, Electrical, Boilers, Structural, Fire Safety, Pneumatic

Controls Systems, and Biomedical Engineering. Implemented State and Federal

codes at the facility as they applied. Member of JCAHO Preparation Team

wrote policies and procedures for implementation of JCAHO requirement.

Planned and scheduled energy saving projects to comply with hospital codes.

Managed purchasing and inventory control. Administered Engineering staff

at different facilities, developed a preventive and corrective maintenance

program.

Provided managerial and technical support at the following health care

facilities:

Mount Sinai Hospital, Cleveland, Ohio Astoria Hospital, Astoria, New

York

Graduate Hospital, Philadelphia, Exeter Hospital, Exeter, New

Pennsylvania Hampshire

Rockville General Hospital, Rockville, Taylor Hospital, Philadelphia,

Connecticut Pennsylvania

New England Deaconess Hospital, Boston, Natchaug Hospital, Mansfield,

Massachusetts Connecticut

A. Holly Patterson Geriatric Center,

Uniondale, New York

PUBLICATIONS

Published and presented technical paper at the 24th annual SIMULATION

SYMPOSIUM. IEEE Computer Society (April 1991). Subject: "Neural

Networking Approach to Zero-one Optimal Covering Problem."

COMPUTER PROFICIENCY / ACTIVITIES / TRAINING

Assembly language PDP-11, Fortran, PL/1, Pascal, Spice Software, C

Programming Language, Lotus Smart Suite, WordPerfect, Computer Networking,

Microsoft Office products, Relation Database Design and SQL.

SIUC Alumni Association (Life Stephen Covey's Leadership Training

Member)

NIMS Certification 2005 and HIECS Labor Optimization and Productivity

Team Leader Training

ACHE & ASHE active membership OSHA 1910.146 Course (Confined

Space)

ISO 9001:2000 Standards Class ISO 9001:2000 Internal Auditing

Workshop

District Safety Coordinator 1995 - Good to Great training

1997 If Disney was running your hospital

University of Pennsylvania Alumni training

Association Participation in Southcoast Hospital

FEMA Courses (2007) IS 100, 200, 700 golf league

& 800

EDUCATION

EXECUTIVE LEADERSHIP PROGRAM (2010)

The Johnson School at Cornell University

DOCTOR OF BUSINESS ADMINISTRATION (DBA) (2003)

International Management Center Association (IMCA) at Global Action

Research Center (GARC)

Oxford/Buckingham, United Kingdom

DOCTORAL THESIS TITLE: What is the best Process Profit Model for selecting

and implementing new technology in the organization (deployment of new IT

strategy). Winner of Chancellor Award for 2003.

BUSINESS ADMINISTRATION (1997)

The Wharton School of the University of Pennsylvania

Philadelphia, Pennsylvania

(Two year Executive Management Program)

1

MASTER OF SCIENCE (MSED) (1990) (SIUC)

Instructional Technology, Curriculum and Instructions, Training and

Development.

MASTER OF SCIENCE (MSE) (1990) (SIUC)

Engineering (Thesis Title: Neural Networking Approach to Zero-one Optimal

Covering Problem {Artificial Intelligence}). Other papers: Optical

Computing, Fiber Optic Communications.

BACHELOR OF SCIENCE (BSEE) (1986) (SIUC)

Electrical Engineering: (Sr. Project: Micro Mouse Exercise in Artificial

Intelligence).

Southern Illinois University (SIUC), Carbondale, Illinois

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