Customer Service Management
Resume:
Mack D. Roth
Sparta, New Jersey 07871 Email: *****@***.***
Cell: 973-***-****
PROFILE
Results oriented operations executive with extensive experience in managing
all aspects of facility services in multiple operations. Demonstrated
ability to achieve excellence in financial performance, high customer
satisfaction, with superior human relations skills in non union and
unionized, civil services environment.
PROFESSIONAL EXPERIENCE
ST.JOSEPH'S REGIONAL MEDICAL CENTER
September 2003 - January 2010
Director of Support Services
Directed and supervised facilities management at a highly diverse 863 bed
regional medical center in Passaic County. Reporting directly to the
VP.Operations, managed an annual $24 M operating budget and $10 M capital
budget for the following departments: Maintenance, Construction/Master
Facility Planning, Real Estate/ Medical Office Property Management, Food
and Nutrition Services, Environmental and Linen Services, Security/
Safety/Parking, also Chairman Environment of Care Committee, JCAHO
remediation and Emergency Preparedness.
Accomplishments
. Successfully managed the facility services encompassing over 2 M square
feet, including 15 leased and owned off site properties, interfacing with
tenants, landlords, and staff ensuring annual budgetary, strategic and
customer service goals were achieved. Directed routine building
inspections and property assessments implementing process improvement for
identified facility issues.
. As Program Manager implemented $ 180 M Strategic Master Facility Plan
coordinating activities with user groups. Successfully communicated
expectations to operations and construction teams. As a result all master
plan program objectives were completed for budget, control schedules,
clinical requirements, and agency approvals.
. Facilitated weekly construction and support service project meetings for
more than 50 separate projects all reporting on budget to actual costs,
timelines, scope or critical issues resolution, and milestones. Total
annual budget to cost performance was consistently within 1 % of targets.
. Prioritized and delegated resources based on consistent communication
with stakeholders, customers and internal teams. Utilized team input and
all available data for decision making ensuring best outcomes.
. As Chairman of the Environment of Care committee, provided oversight to
hospital management team, requiring all departments were compliant with
Joint Commission accreditation standards and the seven Environment of
Care management plans, as well as all federal, state, and local agency
codes. Implemented routine unit evaluations and achieved inspection ready
conditions.
. Implemented system wide standardization of facility management and
operating systems, instituted RFP process for competitive bidding,
quarterly performance reviews for all contracts improving quality and
lowering cost.
SAINT CLARE'S HOSPITAL February 1989 -
December 2002
Director of Operations January 2000
- December 2002
Responsible for administration of the following facility services:
Environmental/Linen, Safety /Security/Parking,Telecommunications, Food /
Nutrition, Materials Management, Real Estate / Medical offices,
Transportation, and Building Maintenance. Reporting directly to the system
COO in charge of four hospitals and the Life care communities in Northern
New Jersey. Duties include strategic planning, decision support, customer
service, and financial management.
Accomplishments
. Reduced facility management services actual expenses over the 2-year
operating budget 2000 and 2001 by $2 million by consolidating
departments, reducing outside service expenses, implementing staff
productivity and supply benchmarking standards.
. As a result of upgrading the standards of quality and delivery of
customer service the 3 Year Strategic Planning Process cited the " the
quality of food " and "cleanliness of the hospital " as two of only 10
strengths selected for Saint Clare's Health System in 2002.
Director of Dining Services February
1989 - December 1999
Responsible for administration of seven Dining Services departments
including all hospitals and the Life care Community. The department serves
the requirements of 800 health care beds, including all levels of care;
Acute, Independent, Skilled, and Assisted Living. The operation includes
four cafeteria programs serving approximately 3,000 personnel and staff
generating $2M in annual revenue.
COMPASS/CANTEEN COMPANY December 1986 -
February 1989
Regional Director of Health Care - Metro Region
Responsible for overseeing seven-health care accounts in the Metropolitan
area. Directly responsible for implementing corporate policies, as well as
management hiring, training, and development. Also directed district
quality assurance and quality control programs. Initiated first cook chill
system in New Jersey serving 3 million meals in Hudson County and managed a
union, civil service workforce.
EDUCATION:
American University, Washington, D.C.
. B.A. in Economics
Past Professional Organizations
. Health Care Association Of New Jersey
American College of Health Care Executives
Health Care Food Management Executives
. Series Seven Security License, Registered NASD
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