Customer Service Manager
Resume:
Edward Hoyt Darnell
**** ***** ***** **. **** K Lynn Haven, FL 32444 Home phone 850-***-**** Cell 850-***-**** Email:
***********@*****.***
Personal Profile
A strong natural leader who has the ability to lead diverse teams of professionals to new levels of success in a
variety of highly competitive industries, cutting-edge markets, and fast-paced environments. Possessing
strong technical and business abilities with an impressive record of strong leadership qualities. Good
capabilities in strategic planning, business unit development, project and product management, with strong
change leadership aptitude (see published work: PEAKMADE). Ability to successfully analyze an
organization's critical business requirements, identify deficiencies and potential opportunities, and develop
innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving
customer service offerings. Capable of leading management teams to generate optimal productivity from their
teams. Able to cultivate strong professional relationships between hospital service lines, physician groups,
and technology departments with an innate ability to diffuse tension.
Education
Pfeiffer University Misenheimer, North Carolina
Masters of Business Administration 2013 (GPA3.98), Masters of Healthcare Administration 2012 (GPA
3.95)
Concorde Career College Kansas City, Missouri
Certified Respiratory Therapist 1996, Registered Respiratory Therapist 1997
Vice president of national honor society, Director’s list, Dean’s list, High honors, Honors
University of Kansas – Lawrence, Kansas
Biology: Systematics & Ecology, 1995
Lansing High School – Lansing, Kansas
High School Diploma, 1991
National Young Leader’s Conference, Letterman, Who’s Who, Student Council
Managerial / Administrative Skills Experience
Direct involvement in the initiation and expansion of product lines (level II NICU increasing to level III, PICU
start-up, initiation of HFOV, initiation of inhaled nitric oxide, etc.); Financial responsibilities; Involvement in
the hiring and firing of team members; Development of departmental policies; departmental and
interdepartmental education; Assigning shift duties to each team member; Conflict resolution; Customer
relations; Employee counseling; Scheduling; Supply management; Tracking productivity; Equipment
management; Employee performance reviews; Maintaining blood gas laboratory credentials; Maintaining PFT
laboratory credentials;
Experience
Gulf Coast Medical Center: Panama City, FL. July 2013 – present
Supervisor of Respiratory Care Department
Assigning shift duties to each team member. Conflict resolution. Customer relations (dealing with
situations when a patient has an issue with a team member). Preparing the department / hospital for the
NICU level increase from level II to level III. Preparation and education for the Pediatric ICU start up.
Preparation and education for beginning the use of High Frequency Oscillatory Ventilation. Preparation
and education for initiation of inhaled nitric oxide therapy. Scheduling, supply management, tracking
productivity, equipment management, employee performance reviews, maintaining blood gas laboratory
credentials, interdepartmental education.
General respiratory patient care (Adults, PICU, and NICU). Vent management. Blood gas management.
Art Lines. Intubations.
Forsyth Medical Center: Winston Salem, NC. January 2002 – June 2013
Respiratory Therapist / NICU specialist / transport team member
NICU specialist. General respiratory patient care. Vent management. Blood gas management. Art
Lines. Intubations.
Wake Forest Baptist Medical Center: Winston Salem, NC. September 2004 – November 2009
Respiratory Therapist (PRN)
NICU, PICU, & Peds specialist. General respiratory patient care. Vent management. Blood gas
management.
Women’s Hospital: Greensboro, NC. June 2002 September 2004
Respiratory Therapist (PRN)
NICU specialist. General respiratory patient care. Vent management. Blood gas management.
Intubations.
Research Medical Center: Kansas City, MO. October 1997 – December 2001
Respiratory Therapist / Fill in shift supervisor
NICU specialist. General respiratory patient care. Vent management. Blood gas management.
Fill in Shift Supervisor (Assigning tasks, addressing issues between employees, scheduling, supply
management, tracking productivity, equipment management, employee performance reviews,
maintaining blood gas laboratory credentials).
North Kansas City Hospital: Kansas City, MO. April 1997 – October 1997
Respiratory Therapist / Charge Therapist
General respiratory patient care. Vent management. Blood gas management.
Charge therapist. (Assigning tasks, addressing issues between employees).
Labcorp: Kansas City, MO. February 1996 – April 1997
Technologist assistant / Lead technologist assistant
Preparing samples for testing. Sample identification correlation.
Lead technologist assistant. (Assigning tasks, addressing issues between employees, employee
performance reviews).
Zarda BBQ: Lenexa, KS. June 1995 – April 1996
Floor Manager
Food service, preparation, customer service, money handling.
Floor manager: shift financial accountability (both monetary and productivity). Leading shift team.
(Assigning tasks, addressing issues between employees, employee performance reviews). Customer
relations.
Taco Bell: Lawrence, KS. June 1993 – May 1995
Relief Manager
Food service, preparation, customer service, money handling.
Relief manager: shift financial accountability (both monetary and productivity). Leading shift team.
(Assigning tasks, addressing issues between employees). Customer relations. Filling in for assistant
store manager or store manager when necessary. (Includes scheduling, supply management, and total
store financial accountability, employee performance reviews.)
Taco Bell: Leavenworth, KS. June 1989 – September 1991, Summer 1992
Shift manager / employee
Food service, preparation, customer service, money handling.
Shift manager June – September 1991: shift financial accountability (both monetary and productivity).
Leading shift team. (Assigning tasks, addressing issues between employees, employee performance
reviews). Customer relations.
Little Caesar’s Pizza: Leavenworth, KS. Summer 1989
Employee
Food service, preparation, customer service, money handling.
Worlds of Fun: Kansas City, MO., Summer 1988
Employee
Food service, preparation, customer service, money handling.
Leadership Skills
• Change leadership aptitude
• Organizational leadership
• Product line initiation and expansion
• EMR experience
• Team building
• Staff Development/Training
• Strategic Analysis
• Strategic/Tactical Planning
• Experience with productivity measures
• Customer service oriented
• Clinical Documentation Improvement
• Business Development
• Strong communication skills
• Familiarity with Performance Measures
• Experience with policy formation and modification
Associations
National Board for Respiratory Care (since 1997)
Registered Respiratory Therapist
Neonatal and Pediatric Specialist
Florida Respiratory Care License
License active since 2013
American Association for Respiratory Care (since 2004)
Member
American College of Health Care Administrators (since 2011)
Student member
References
John Myers RRT
12507 E 46th Terrace South Independence, MO 64055
Friend since 1997 and coworker 1997-2002
Jo Ann Ritter RN
9804 Concord Church Road Lewisville, NC 27023
336-***-**** cell 336-***-****
Friend and coworker since 2002
Resa Raulston RN
1103 Ferndale Drive Thomasville, NC 27360
Friend and coworker since 2002
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