Manager Customer Service
Resume:
Kevin S. Jensen
801-***-**** *****.*.******@*****.***
Objective
To explore next-level career opportunities, utilizing my management and scientific experience and abilities to benefit a values driven organization and further my personal development. Summary
I have twenty years of experience managing people and processes, the last eleven of which have been focused on laboratory operations management in a heavily regulated medical device/pharmaceutical testing lab dealing mainly with sterilization of medical devices, pharmaceuticals and tissue products. I have experience in managing multiple large teams and locations simultaneously, and in managing and developing business/production plans for teams experiencing rapid, exponential growth trends. I specialize in team building and conflict resolution in order to optimize my team’s performance to achieve the most favorable results. I am versed in and utilize LEAN techniques and metric driven processes to accomplish team projects and manage aggressive goals. As a manager, I believe that people are the key to success and I thrive on developing strong leaders and solid teams. Education
B.S. Microbiology (Chemistry minor) Weber State University, Ogden UT 2004 Registered Microbiologist ([RM] NRCM) American Society of Microbiology 2006
(Specializing in Pharmaceuticals and Medical Devices, Food Safety, and Quality) Experience
Nelson Laboratories LLC. 2005-2017
Senior Director of Operations
Duties: In 2016 Nelson Labs was acquired by Sterigenics International. Nelson was asked to reverse integrate SteriPro Labs into Nelson labs. My role oversaw all integration activities with nine other facilities worldwide. These include, harmonization of test procedures, Quality procedures, pricing, training, IT systems, HR systems, and building/facility expansions and upgrades. Prior to the acquisition I managed 160 employees, 8 direct reports, 5 testing labs, and 1 support team. These labs are responsible for Bioburden testing; Radiation Sterilization Validations, as well as Radiation Dose Audits; Product Sterility testing and cleanroom management; Microbial Limits testing; Environmental Monitoring; Microbial Identifications via genetic sequencing, and media and re-agent preparation. I was also responsible for overall quality of the individual labs, holding them to GLP, GMP, and 17025 Standards, Handling CAPA, CAR and PAR requests, as well as readiness for FDA and Customer audits. I am also the subject matter expert for rapid microbiology test methods.
Responsibilities: Strategic planning, group performance tracking via P&L review, salary to sales review, team performance metrics, customer service/loyalty, team productivity, FDA and client audit readiness in each lab, project management, new leader development, and general operations management.
Accomplishments: Generated 25,000,000 + annually for the company year over year. Reduced TAT of Microbial ID testing from 31 Days to 5 days via automation of test system to use genetic sequencing instead of fatty acid analysis. Reduced TAT of Bioburden testing from 18 days to 12 days Via Process Management. Reduced TAT of Product Sterility testing from 31 days to 21 days via process management and LEAN implementation. Decreased salary to sales ratios via cross training utilization and resource sharing techniques thus improving the company’s bottom line. Developed strategic hiring processes for the entire company, which gave significant time back to area managers increasing productivity across the board.
Additional positions at NLI: Quality Assurance Auditor, Technical Laboratory Trainer for new employees, Section Leader, and Laboratory Manager. Davis County Health Department (Intern: Bio terrorism prevention) 2005 Salt Lake City, Department of Airports (Shift Lead: Electrical maintenance) 1997-2004 Current Volunteer Activities
Business Advisory Board member for the Granite Technical Institute (Granite School District). I serve as an advisor to the district in helping them develop curriculum for students in their Biotech program. I also sit on the Weber State University Alumni board for the Microbiology department. The board advises the Microbiology department chair and faculty on what skills employers are looking for in new graduates and we mentor students through the transition of graduating and entering the work force. References
Shane Watson
Friend and Associate
President CEO
Strategic Business Solutions Inc.
*******@****.**.***
Wendy Johnson
Former Coworker
HR Manager
Bambo HR
*************@*****.***
David Dyatt
Former Coworker
Contracts and facilities management
NLI
*******@*****.***
Zach Anderson
Nelson Management
Director of Laboratory Ops
NLI
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