Project Manager Customer Service
Resume:
MaryTheresa Ximenez
Email: *********@********.***
Address: **** ****** ****** ***. *
City: Los Angeles
State: CA
Zip: 90027
Country: USA
Phone: 323-***-****
Skill Level: Management
Salary Range: $80,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Mary Theresa Ximenez
Mary Theresa Ximenez
4511 Finley Ave. #9 ~ Los Angeles, CA 90027 ~ 323-***-**** H ~ 323-***-**** C ~ *********@********.***
Management Profile
Dynamic, versatile Manager with 15+ years of progressive experience directing complex operations in biotechnology, biomedical, and research industries.
Areas of Expertise
Exceptional strategist with ability to quickly visualize most effective structure and approach for complex projects.
Detail oriented and organized, with excellent facilitation and coordination skills across functions, disciplines, departments, and external groups.
Skilled team leader and motivator who easily draws top-quality performance from all team members.
Superior communication and interpersonal skills coupled with full bilingual capabilities in English and Spanish.
Resourceful problem solver with creative flair, recognizing and implementing solutions that improve operations, customer service, and profitability.
Professional Experience
LabCorp- Los Angeles, CA 2006-2012
Department Supervisor
Lead a team of 21 reports which includes issues such as managing performance, staff morale, maintaining a capacity plan and appropriate staffing levels and participation in the hiring, promotion and termination processes.
Approve time cards for direct reports. Responsible for oversight of training and competency process/documentation, quality, and safety. Champion process improvement initiatives. Develop and conduct annual competency training.
Responsible for ensuring that routine maintenance of specified laboratory equipment is performed. Comply with and support all relevant Genzyme policies and protocols.
Write SOPs and policies up for annual review or correction.
Interact across interdepartmental teams for process improvement processes.
Work directly with other departments including Client Services, Reporting, Shipping, Facilities, Materials Management, laboratory and the Pathology team.
Oversee quality and budget management aspects of the department and team directly with senior management to meet business expectations,.
Key Contributions:
Earned 2 On The Spot Awards for department exceptional performance. To meet turnaround requirements.
Helped implement and maintain an Accessioning Redesign process improvement that resulted in a 60% TAT improvement rate.
Helped to plan and implement a first time 6 week Accessioning training program to standardize training and process knowledge across staff.. This plan includes ongoing yearly training.
Part of the Gedi team to streamline, train and implement a state of the art new LIS system .
Helped decrease department turnaround time from 17.7 to 4.4%.
QUEST DIAGNOSTICS Van Nuys, CA 2005
Project Manager
Directed large project targeted to eliminate waste and streamline operations. Evaluated and assessed existing processes/structures; liaised across departments and functions to gather requirements; collaborated with multifunctional team (at supervisory/executive levels) to develop enhancements. Developed and delivered progress presentations; defined and implemented new procedures. Managed all aspects of project, including executive interaction regarding change management. Tracked and monitored budget and expenditures.
Key Contributions:
Identified and corrected numerous issues that resulted in saving thousands of dollars as well as streamlining workflow and improving patient experience.
Adeptly utilized technological solutions to analyze plans and identify most effective strategies.
Selected as project lead on initial project and tasked with selecting and assembling team.
Quickly gained supervisors trust and respect, resulting in rapid assignment to lead critical project.
Led team to develop successful process later integrated into all other business units, decreasing patient wait time and increasing efficiency.
Earned immediate customer accolades for dramatic improvement in waiting time.
SPECIALTY LABS Valencia, CA 1998-2004
Department Manager, 2002-2004
Supervisor, 2000-2002
Assistant Supervisor, 1998-1999
Rapidly promoted to lead teams of up to 50 in overseeing operations for 24/7 medical laboratory. Scheduled and assigned work in accordance with staff strengths; motivated team. Managed hiring, training, promotions, conflict resolution, discipline and termination; held full accountability for all departmental processes; led across departments and among multidisciplinary teams. Interacted with clients and managed client relationships, including escalated issues; teamed with executive leadership regarding strategy and operations. Oversaw quality management; trained and reviewed teams.
Key Contributions:
Key player in achieving 10% increase in work volume through adept management of large accounts and implementation of one-to-one relationships.
Led by example, leveraging broad technical expertise to gain team members respect and cooperation.
Successfully developed and leveraged relationships that maximized profitability.
Participated in implementation of team approach that resulted in strong mentoring program.
Implemented strategies and initiatives that achieved 18% reduction in employee turnover.
Initiated use of automated processes, achieving 20% increase in productivity through streamlining.
Pioneered employee incentive program that resulted in 8-10% increase in production.
Implemented quality control processes that resulted in reduction of employee errors from 10% to 3%, saving significant costs.
Managed and motivated teams to achieve 9% improvement in division turnaround performance, from 88% to 97%.
Earned multiple commendations and awards for quality of performance.
Prior Experience:
Department Supervisor / Lab Technician, Texas Center for Infectious Diseases, San Antonio, TX
Animal Care Technician, Humane, Society, San Antonio, TX
Office Manager, Entourage Model & Talent Agency, San Antonio, TX
Education
The University of the Incarnate Word San Antonio, TX
Bachelor of Science in Business/Corporate Fitness, 1994
Professional Development
The Art of Interviewing: Selecting a Quality Laboratory Team ~ Leadership & Positive Motivation Leadership and Supervisory Skills for Women
Facilitative Leadership
Effective Interviewing and Hiring and Workplace Harassment
Managing At Genzyme, Managing Performance and Performance Review Top 10 Feedback Tips
Communication Skills
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