Customer Service Six Sigma

Justin E. DiPaula, LSSBB

**** ***** ** ****, ********, MD 21009

Mobile: 410-***-**** Email: acbiav@r.postjobfree.com

Mission Statement

A results oriented business professional with proven abilities in strategic planning, improving

efficiency of operations, and managing products and services. Currently looking to lead or

collaborate with a motivated team in order to obtain growth through high-level customer support,

comprehensive product knowledge, and innovative problem solving solutions.

Professional Capabilities

Lean Six Sigma Black Belt

Excellence in Relationship Building Skills

Identification of Market Opportunities

Leader of New Business Initiatives

Enhancement of Customer Service

Professional Experience

Johns Hopkins Home Care Group – Baltimore, MD 2010-Present

A full-service home care provider accredited by the Joint Commission, servicing Maryland since

1983 in areas such as Home Health, Infusion Pharmacy, Pharmaquip Equipment, and Clinical

Respiratory Care.

Lean Six Sigma Black Belt

Department SME for the utilization of Visio in value stream mapping

Department SME for the utilization of Minitab for data analysis

Lead cross-functional teams through all phases of the DMAIC process

Mentor Green Belt project leaders on proper use of Lean Six Sigma tools

Project Highlights

o Infusion Intake Process Efficiency

Achieved 20% decrease in time to process a referral

Eliminated manual processes saving over 60 minutes/day

o Maintaining Proper Par Levels

Reduced vendor turnaround for repairs by 30%

Maintained equipment levels at or above par 95% of the time

IV Capital Asset Coordinator

Developed standard operating procedures relating to equipment tracking within the

Infusion Pharmacy leading to 100% compliance with regard to preventative

maintenance (90% required by Joint Commission)

Implemented new audit techniques while increasing accountability to decrease

equipment loss below national average of 5%

Created and Installed Jira database to improve issue tracking and resolution between

Billing and Customer Service departments

Collaborated between cross-functional groups to continuously improve performance

and processes of Intake and Warehouse staff using Lean Sigma techniques

Identified repair trend indicating infusion pump housing defect – subsequent negations

with manufacturer have led to beneficial concessions and yearly savings of over $30K

Reduced rental equipment usage over 60%

Led project to complete field correction of over 600 enteral pumps

Justin E. DiPaula

1412 Emily Ct West, Abingdon, MD 21009

Mobile: 410-***-**** Email: acbiav@r.postjobfree.com

Page 2

Vircity - Baltimore, MD 2006 - 2009

Privately owned small business that provides small office, home office, and the self-employed with

administrative, marketing, and document management support that typically is only accessible by

larger organizations.

Operations Manager / Director of Business Development

Utilized Lean methodology to increase efficiency and improve customer service

Kanban system implemented to reduce lead time in completing customer

orders

Re-engineered billing process to reduce DSO by 8 days

Performed kaizen blitz to improve customer flow throughout office space

Developed and managed relationships with customers, outside vendors and media

partners to execute promotional programs.

Evaluated existing product/service offerings by comparing competitive offerings in the

marketplace and adjusting the product/service mix to meet customer demands.

Managed external communications via print collateral and public relations activities.

Responsible for the day-to-day operations including staffing, retail customer service,

procurement and facility management.

Assisted with the adherence to budgetary expectations and identification of cost

savings ideas to improve the operational performance of the business.

Facilitated revenue growth through new client acquisition and existing client service

resulting in 2006-2007 increased year over year revenue of 200% and increased client

base of 300%.

Built outside vendor relationships to reduce overhead costs

Ridge Tool Company – Greater Baltimore 2004–2006

Branch Specialist

Parksite Plunkett-Webster – Baltimore, Maryland 2003–2004

Territory Manager

Network Publications, Inc. – Hunt Valley, Maryland 2001–2002

Account Executive

Education

Loyola University, Baltimore, MD, BBA Marketing & Finance, 2001

Johns Hopkins Armstrong Institute, Lean Six Sigma Certified Green Belt, 2012

Villanova University, Lean Six Sigma Black Belt, 2013

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