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Customer Service Manager

Rancho Santa Margarita, California, 92688, United States
May 31, 2010

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* *** ***** . ****** ***** Margarita, CA 92688

949-***-**** .

Highly motivated and creative hands-on individual with extensive

experience in developing and managing programs in the medical imaging

industry in the areas of contracts administration and service operations

. Critical thinker with strong team building, problem solving and decision

making capabilities, with an ability to initiate change and buy-in from

divergent interests

. Bottom-line, results-driven focus with consistent success in the

introduction of new initiatives, improving operations and bottom line


Financial Analysis and Planning . Contracts Administration . Project

Management Service Operations . Process Improvement . Financial Management

. Revenue Enhancement . Budgeting / Forecasting . Business Planning .

Proactive Solutions


Toshiba America Medical Systems - Tustin, CA

Manager - Contracts Administration 2005 - Present

Primary leadership role in successfully managing Toshiba's Medical Imaging

Contracts department, representing over $200 MM in annual revenues. Drove

performance through the introduction of new Service Initiatives, executing

in-depth analyses of Contract offerings and profitability with a strong

focus on Service quality, a Customer driven orientation and operational

processes that facilitated increased contract capture.

Major Contributions:

. Support of Executive Management Team through the development /

preparation of numerous financial analyses to characterize historical

and forecasted performance of Service Agreements and offerings

. Primary relationship between with several Strategic Partners who

provide complementary hardware / software which enhance the

functionality and features of Toshiba imaging systems

. Optimized daily management activities / processes of Service Contracts

department including the preparation of Customer Service Quotes,

activation and on-going maintenance of Service Agreements for

Customer, GPO and Government contracts

. Implemented new methodologies for the preparation of annual and

monthly contract revenue and profitability budgets and forecasts

. Increased Contract Capture ratio on principle modalities to 85%

through the introduction of new Contract entitlements and pricing

resulting in Contract revenue growth for fixed and variable, of over

$100MM, over past 4 years

. Collaborated in the contracts negotiations for Toshiba Government and

Enterprise / GPO Customers to provide feature rich and cost effective

Service solutions for Imaging modalities

. Key participant in facilitating the software conversion process of

Service contracts from an AS400 to Clarify to Oracle environments,

including design and testing of software upgrades

. Responsible for the Business and Legal review of Customer Service

contracts and associated addendums

. Enhanced the development and preparation of monthly operational and

financial Executive reports used to track and evaluate the performance

of the Service Division based upon Customer, Modality, Product and

Regional Service Zones

Manager - Services Business Administration 2000 - 2005

Spearheaded the Work Order Analysis Group whose focus was the review,

analysis, and approval of Customer Engineer Work Order debriefs for

Toshiba's nine Services Field Operations.

Major Contributions:

. Elevated organizational performance by optimizing work flow processes

daily activities and processes of department in support of Work Order


. Spearheaded improvements to P&L forecasts and budgeting methodologies

. Assisted in the development and introduction of Key Performance

Indicators (KPI) and other business metrics

. Facilitated the activities between Finance, A/R and Business Field


. Project Leader of several Six Sigma Teams responsible for the

identification of $3.5M in hard savings through the utilization of Six

Sigma methodologies

Wedgewood Inc. - Lake Forest, CA 1989 - 2000


Privately held corporation, which successfully established a chain of

retail stores in the competitive Southern California marketplace. Company

sold in 2000.

Major accomplishments:

1. Propelled corporate profitability growth to over 17% annually through a

series of coordinated programs of revenue enhancement and cost


2. Successfully secured development capital for the construction of

multiple locations, purchase of production equipment, retail systems and

tenant improvements.

3. Identified, negotiated and completed the acquisition of several

strategically important competitors.

4. Maintained overall responsibility for all planning, financial, legal and

operational aspects of the Company.

Deloitte Touche - New York, NY 1982 - 1989

Senior Manager - Management Consulting Practice

Conducted numerous consulting engagements nationwide and internationally in

the areas of business planning, financial management, real estate

acquisition / divestiture, revenue maximization, due diligence and

corporate restructuring.


. MBA, Finance - Rutgers University / School of Business Management

. BS, Electrical Engineering - Stevens Institute of Technology

. Six Sigma certified

. AMA Certifications


. Oracle

. Clarify

. Hyperion / Essbase

. AS400


. Microsoft Office Applications

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