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Manager Customer Service

Fort Hood, Texas, United States
June 13, 2019

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Kevin Semien

Killeen, TX ***** 337-***-**** Senior-level Operations & Facilities Manager

Organizational Leadership Financial Management Project Controllership Motivated professional with demonstrated capacity and eagerness to provide comprehensive operations and facilities maintenance management while continuously delivering positive results to the bottom line. Equipped with 20+ years of experience in operations management and a proven track record of consistently meeting the most challenging performance standards and demands. Positively manage and nurture talent, form strategic partnerships and successfully implement and oversee complex projects. Outstanding strategist distinguished for proven leadership and team-building skills and excellent conflict resolution abilities.

LEAN Operations Management

Vendor Leadership

Facilities Management

Contract Negotiations

Strategic Planning & Analysis

Emergency Preparedness

Process Improvements

Performance Metrics

Training & Development

Stakeholder Communications

Customer Service

Quality & Safety Assurance



District Manager – Facilities – Baylor Scott & White Temple Region, 7/2017 – 9/2018 Delivered leadership with full P&L accountability for the overall planning, direction, and control of accounts and sites within this newly started region comprising of three hospitals and over 100 clinics. Managed six direct reports and over 600 indirect employees responsible for providing services including Food & Nutrition, Environmental, Transport and Concierge Services.

Successfully established the start-up location and transitioned employees from the client; implemented employee engagement and retention programs.

Led managers to drive revenue and manage budgets to maintain corporate management agenda for labor and food initiatives; accountable for $28 million in revenue and $57 million in total managed volume.

Proven expertise of understanding performance metrics, KPIs, data, and inventory trends to educate teams on key levers to improve margins.

Spearheaded community service projects partnering with local organizations and BSWH partners.

Improved patient satisfaction from a low of 55% to a high of 76%; decreased ‘drop the bed’ turn-around-time (TAT) from 94 minutes to less than 55 minutes; achieved zero findings during the Joint Commission Tri-Annual Survey. ARAMARK HEALTHCARE, Harlingen, TX

District Manager – Facilities – Valley Baptist Healthcare System, 11/2014 – 7/2017 Directed daily Support Services Operations for two hospital systems and multiple off-campus locations providing Plant Operations and Maintenance, Food and Nutrition, Environmental Services, Transport, Valet and Call Center Operations. Managed the Joint Commission Connections site and the Statement of Conditions to ensure the documentation was accurate and up to date. Prepared for regulatory visits with agencies such as the TJC and CMS. Managed the Environment of Care (EC) and Life Safety (LS) and supported the Emergency Management (EM) and Infection Prevention and Control (IC)

Managed 11 direct reports and over 400 indirect reports; accountable for $32 million in revenue and $29 million in total managed volume.

Reduced and controlled turnover to achieve an 8% reduction, which effectively reduced orientation and training costs.

Led successful completion of sprinkler system implementation project meeting all client and regulatory requirements.

Collaborated with client to manage several construction and facility related projects in excess of $2.5 million.

Proactively managed client budget including labor reduction plan of $100,000 without compromising service quality. Kevin Semien

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CHRISTUS ST. PATRICK HOSPITAL, Lake Charles, LA 9/2003 – 11/2014 Senior Facility Manager/Director of Support Services Delivered organizational leadership in the planning and execution of building operations and services for a regional healthcare facility and 8 off-campus locations including tasks related to HVAC, electrical, plumbing, security, environmental, safety, custodial, and event and mailroom coordination. Successfully managed relationships both internally and externally with vendors by providing seamless communications between the two. Prepared capital and fiscal year departmental budgets.

Reduced energy costs by 18% or $250,000 by adding controls to HVAC systems.

Improved self-initiated work orders by 24% to drive enhanced maintenance efficiencies.

Successfully negotiated service contracts with long-term vendors to drive cost savings of 10%; reducing maintenance costs for two years.

Coordinated the implementation of documentation standards and training in support of TJC, DHH, CMS, Occupational Safety and Health Administration, local fire department and law enforcement, State Fire Marshall, and other regulatory agencies.

Served as Hospital Safety Officer to assess and mitigate risk, coordinate emergency drills, and effectively prepare in case of disasters.

In 2014, successfully led transition efforts to roll-over management to CBRE as part of a system wide Plant Ops/Facility conversion contract.

Additional Experience:

Material Coordinator/Buyer EADS Aeroframe Services, Lake Charles, LA Director of Property Management Isle of Capri Casino, Inc., Lake Charles, LA/Vicksburg, MS Military Service Army National Guard – Infantry/Mortar; Team Leader EDUCATIONAL BACKGROUND

Bachelor of Arts & Applied Science, Lamar University, Beaumont, TX Professional Development:

Operations Excellence (Lean) Practitioner Course: Continuous Improvement for Healthcare, 2018 Project Management Certificate Program: The Kerzner Approach, International Institute for Learning, 2014 Joint Commission Hospital Accreditation Update, 2014 Microsoft Project Orange Belt 2010, International Institute for Learning, 2013 LA DEQ UST Class A/B/C Operator, 2012

National Incident Management System (NIMS) Training: IS.100, IS.200, IS.700, IS 800 Louisiana Hospital Association TJC Conference, 2011 Center for Domestic Preparedness, Hospital Emergency Response Team, 2010 Department of Homeland Security, Threat and Risk Assessment Course, 2004 Professional Affiliations:

The International Association for Healthcare Security & Safety Project Management Institute

The American Society for Industrial Security International National Fire Protection Association

Kevin Semien

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American Society of Healthcare Engineers

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