Customer Service Project Manager

CARL R MEADE

**** ******* *****, ************, ** 43147

Home: 614-***-**** • Cell: 614-***-****

*********@*******.***

PROFESSIONAL SUMMARY

Results-focused management professional offering years of progressive leadership and experience in Clinical

Engineering. Dedicated to providing excellent customer service and operational and procedural improvements.

Capitalizes on emerging opportunities, cost saving initiatives, and re-engineering processes for effectiveness.

CORE QUALIFICATIONS

Project Management Regulatory Compliance

Process Management Mentoring/Team management

Key Customer Development Vendor Management

Risk Assessment Change Management

PROFESSIONAL EXPERIENCE

ARAMARK HEALTHCARE TECHNOLOGIES

Philadelphia, PA

Director Clinical Engineering/Baptist Health 04/2013 to 07/2014

Created financial plan covering fiscal year 2014 for projected 6% growth.

Initiated program that standardized employee training and increased customer satisfaction by 8%.

Created annual goals and objectives to reduce costs and developed a budget with a 5% reduction of

expenses. Served as liaison between management, clinical staff and the biomedical team.

Directed the installation of improved work methods and procedures to achieve company objectives.

Regularly evaluated employee performance, provided feedback and assistance, coached as needed.

Diligently monitored the Quality Assurance program to improve performance and maintain high

standards of care.

Minimized staff turnover through appropriate selection, orientation, training, staff education

and development.

Developed budget/revenue expectations while seeking ways to increase performance.

Revised policies/procedures in accordance with local, state, and federal laws and monitored

compliance with OSHA, NFPA, State Board of Health and The Joint Commission.

Observed strict confidentiality and safeguarded all patient-related data.

Completed daily rounds to assure engineers were performing work assignments and to verify

customer satisfaction.

Analyzed facility activities and data to properly assess and improve services.

TRINITY HEALTH

Livona, MI

Director Clinical Engineering/ Loyola University Medical Center/ St. Joseph Medical Center

09/2002 to 01/2013

Multi-hospital system with multiple service operations.

Partnered with Hospital Administration, Purchasing, Imaging and other Clinical Departments to

plan, acquire, and evaluate multiple medical equipment systems.

Recruited qualified personnel.

Administered repair of clinical equipment and investigated equipment incidents.

Managed hospital Environment of Care program for medical equipment.

Successfully purchased and moved over $50M of medical equipment for new hospital by creating

and collaborating with cohesive teams.

Decreased overtime by 50% and increased efficiency of reporting by reorganizing staff, creating evenly

distributed workload through personnel scheduling, training and implementing creative strategies. Inventoried

12K medical devices and initiated a new equipment tracking and equipment reporting system. Increased

productivity 16% by initiating documented accountability of all clinical engineering staff.

PICKER INTERNATIONAL / MARCONI MEDICAL

Cleveland, OH

Regional Customer Support Manager 01/1992 to 03/2001

Managed biomedical asset accounts, tri-state mobile magnetic resonance imaging services, and staff of

30 field engineers who serviced multiple imaging devices within Northern California, Nevada, and

Oregon. Implemented incentive programs to increase productivity and customer satisfaction.

Decreased overtime 10% and increased efficiency of reporting through training initiatives.

Reduced labor installation expense 30% by researching and analyzing wage / labor costs and

implementing creative strategies.

Increased productivity 10.4% by cross-training staff, reducing travel, and adjusting work schedules.

Decreased costs 15% by developing and implementing modifications to reports and data entry and

providing incentive pay for matrix system, which increased throughput.

Designed new tools and methods, which decreased installation times for various equipment types.

Successfully created cohesive service teams, while collaboratively increasing total service/sales $3.5M.

ACCOMPLISHMENTS

Customer Satisfaction:

Initiated a customer satisfaction program and developed a commitment which resulted in two

consecutive national awards.

Business Development:

Successfully lowered hospital service expenses by reducing service agreements and providing

increased levels of service support.

Project Management:

Participated in the building of a new hospital through purchasing over $50M of medical equipment

and acting as the project manager for all medical equipment.

EDUCATION

BACHELOR OF SCIENCE: BUSINESS MANAGEMENT

University of Phoenix, Phoenix, AZ

BACHELOR OF SCIENCE: BUSINESS ADMINISTRATION

University of Phoenix, Phoenix, AZ

ASSOCIATE OF APPLIED SCIENCE: BIOMEDICAL INSTRUMENTATION

Regis University, Denver, CO

CERTIFICATE OF COMPLETION: PROJECT MANAGEMENT

Villanova University, Philadelphia, PA

SECOND LIEUTENANT: OFFICER CANDIDATE SCHOOL

U.S. Army

Class President

MILITARY EXPERIENCE

U.S. ARMY RESERVE - SIGNAL AND ORDNANCE CORPS

Captain

AFFILIATIONS

Member AAMI

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