Director of Service Operations

Andrew “Andy” Baratz

803-***-**** Cell ************@*****.***

SUMMARY

Dynamic, top-producing Leader, experienced in executive level negotiations and cross-functional management within healthcare and technology markets. Proven success record in forging key relationships, leading strategic meetings, inciting a winning team attitude, and solving key customer issues. Exceptional interpersonal and communication skills; motivating, energizing, writing, speaking, presenting, persuading, leading, negotiating, influencing. A highly self-directed professional dedicated to excellence in customer service and the flawless execution of services.

Black Belt LEAN, Six Sigma Green Belt, CIA (Certified Internal Auditor), ISO 9000 Auditor, Customer Experience NPS facilitator

PROFESSIONAL EXPERIENCE

Bio Tek Solutions 10/2015 – Current

Entrepreneur/ Consultant

Consulting the medical device and energy markets for improved processes within Services, Call Center Support, Inside Sales, Manufacturing, Marketing and Program development NPI, Acquisition merges and Alliances of both Service and Sales operations dedicated to delivering quality, quantity and sustained viability.

Operational Leadership - Supported the following companies with tremendous success

Baxter Healthcare, AGR Group, AGR Field Services, Danaher, Leica Bio systems, Biomet Orthopedics, Medical Laboratory Solutions, Alternative Biomedical Solutions, TrueHomesInc.

Strategy - Expert with the utilization of Business informatics and process improvement.

Compliance - Managed internal audit staff for internal support reviews of non-conformity and true-conformity with executive level presentation of results as a CIA (Certified Internal Auditor)LP 9000:2011, FDA JCAHO, DHEC, HHS and OSHA including all prep audits.

Operations - Extensive business development with GPOs, (Group Purchasing Organization) and strategic IDNs (Independent Networks) within the purchasing space across North America.

Customer Service/ Loyalty - Developed infrastructure and over site for customer loyalty metrics, NPS (Net Promoter Score) and CAS (Customer Advocacy Survey).

LEAN Leadership - As a Black Belt in LEAN principal’s consultant; I led a team of 50 to utilize Six Sigma Lean methodologies and Quality tools to help drive new corporate structure around process improvement building Action Plans with LEAN protocols.

Baxter Healthcare, Life Sciences Division. 08/2014 – 07/2015

Head of Strategy and Business Excellence

Led the Manufacturing production for Hemophilia product lines; operational global Strategy Planning and Process, OPEX, Compliance Management, Training & PM organizations post acquisition of Ipsen Inc. within clinical trials, FDA approval, launch of commercialization, and Global organizational split from Baxter to Baxalta.

Strategy - Instrumental leadership resulted in alignment, development and synchronization of Hoshin Kanri Strategic Policy deployment Strategy model.

Project Management - Developed and orchestrated new department of Project Management team and tools focused on Cost saving initiatives within departments rolling up into OP, to the $115M capital project expansion of manufacturing to deliver 3x.

Operational Excellence – Created a high performing team focused in the implementation and integration of continuous improvement. Operational Excellence team and tools focused on Six Sigma Initiatives, LEAN and other quality methodologies helping eliminate waste in processes impacting operations,

Training – Rebuilt training organization resulting in zero audit non conformities by implementation of KPI and metric reporting system, local management tools and accountability improving GMP required on time training from 75% on time to 100%.

Compliance Management – Developed and orchestrated new department of Compliance Management, this organization focused on CAPA investigations and preventative process development, GMP SOP deviations and audit findings, to tactical support of new process with instrument IQ/OQ/PQ in clinical and QA labs.

Bio Tek Solutions 10/2011 – 08/2014

Entrepreneur/ Consultant

Consulting the medical device and energy markets for improved processes within Services, Manufacturing, Marketing and Program development NPI, Acquisition merges and Alliances of both Service and Sales operations dedicated to delivering quality, quantity and sustained viability

Operational Leadership - Supported the following companies with tremendous success

Baxter Healthcare, AGR Group, AGR Field Services, Danaher, Leica Bio systems, Biomet Orthopedics, Medical Laboratory Solutions, Alternative Biomedical Solutions, TrueHomesInc.

Strategy - Built corporate Strategic 5 Year commercial growth plan with Board of Directors and C staff.

•Operations - Supported and manage strategic actions within service and commercial sales globally ensuring variable cost continues to flow nonlinear to revenue growth resulting in margin expansion.

Operations - Organizational oversight includes; technical support, applications, service sales, contract architecture and field service engineering with a comprehensive headcount of 110.

Operations - Developed and built organizational safety program, focused on a reduction of OSHA reportable accidents from 11% to 3% in 60 days, increasing customer experience and employee morale.

Leadership - Mentor coach and develop top talent members of leadership team in the soft skills leadership course with focus in influential communication, negotiations and active listening.

Strategy - Positively impacted future organizational structure with 5 year strategic plan; to include development around field service escalations, customer loyalty and customer complaint system.

LEAN - Implemented new dispatch account management tools with Six Sigma DMAIC process resulting in productivity gains of 10-13% in the field service work force.

Leica Biosystems, 06/2012 – 05/2013

Director of Field Services, North America - Chicago, IL.

Strategy - Led the US and Canada field services organization supporting clinical pathology, hematology and cytology modalities

Operational Excellence – Developed and built EHS organizational program; with a strategically focused on a reduction of OSHA reportable accidents from 11% to 3% in 60 days by utilizing Lean and Hoshin Kanri Strategic Policy Deployment.

Business Development - Supported organization during large acquisition in digital pathology helping drive synergies focused on entire patient continuum, while building and implementing new service metrics helping bring accountability and manageability to all service regions. (MTBF, TTR, and TRT).

Compliance – Managed internal audit staff for internal support reviews of non-conformity and true-conformity with executive level presentation of results as a CIA (Certified Internal Auditor)

LEAN - Coaching mentoring facilitating of team training, certification and culture to include adoption of Visual daily dashboards and digital cockpits.

Thermo Fisher Scientific, 4/2010 – 10/2011

Healthcare Service, Head of Asset Mgt. Service North America, Charlotte, NC

•Leadership - Led Life Science and Healthcare organization of $87MM and 85 employees.

•Strategy - Built strategy for Inside Sales business development resulting in 200% of OP revenue growth.

•Business Development - As a result of the new business processes and tools, commercial sales performance included new revenue growth of $180MM term and $30MM annual rev. growth.

•Operations – Built and implemented Call Center leading metrics to improve overall P&L associated costs as well as improving the culture into a team focused, energized High Performing Team.

•Operations Logistics - Developed and implemented Supplier Network Development organization to facilitate all vendor management relationships, i.e. Liaison, invoice Q/A, modality specialist and vendor contract outsourcing. As a result this reflected $3.5M of direct savings reporting in P&L 1H, 2011.

•LEAN - While new to the role, led implementation of LEAN which reported over $3M in first half savings.

•Compliance – Led zero defect IQ/OQ/PQ inspections from DHEC, FDA, JCAHO, and OSHA

•Customer Loyalty - Led the CAS/NPS development and launch as global corporate initiative.

GE Healthcare Technologies, 10/2000 – 04/2010

GE Healthcare, Imaging Service Director, Charlotte, NC (3/04 –04/2010)

•Leadership - Recognized by GE leadership during session C as Top Talent, excellent/role model as senior professional band (top 5-10% within GEHC) 2006-2010.

•Business Development- Strong Commercial inside sales/leadership skills as team delivered top results on sales P&L totaling $32MM, leading the US in overall sales revenue past 4 years.

•Leadership - Led 95 employees with all state and federal requirements within CLIA, OSHA, JCAHO, DHEC and HHS with 100% and 0 defects on all inspections.

•LEAN - As a Six Sigma Greenbelt certified Director, managed and led 15 different projects in both Six Sigma DMAIC and Lean Kaizen events saving over $10MM in program deliverables.

•Business Development - Expertly managed $110MM annual P&L producing an 18% variance year over year, $217MM term.

•Compliance - Managed a Multi-Modality Call Center Support Group for complex product line while delivering 100% compliance reporting metrics.

•Leadership - Selected by executive leadership as Board of Directors Chairman for GE Healthcare to bring best practices and inclusive leadership to all structures of the Healthcare business and customers.

•Strategy/ Customer Loyalty - Facilitated capital equipment budgets for customers to facilitate STRAP.

•Leadership - Recipient of GE Sigma Omega Society and Presidential Leader Award 2004, 2005 & 2008.

•Leadership - Gerald L. Philippe Award Nominee 2008 (for Leadership presented to 10 of 200K employees)

GE Healthcare, Director of Services Clinical Lab, SE Zone, (1/00 – 10/04)

•LEAN - Recognized nationally for development of Ancillary consumables management logistics program which resulted in exponential growth resulting in a national Best Practice. ($150MM)

•Business Development - As primary liaison, grew the market from $0 to $2.2M in upside revenue; resulting in a $38MM short cycle pull in annual revenue opportunity for all Supplier relationships

•LEAN - Instructed “Lean Kaizen” event as a Six Sigma Greenbelt to deliver a simplified sourcing model resulting in a reduction of 60% process pending wait time.

•Leadership - Led National programs for Histology, Pathology, Hematology, and Chemistry while managing day to day operations and metrics while delivering zero compliance deviations from internal and external audits (CLIA, JCAHO, FDA, and DHEC).

•Operations - Managed 36 Biomedical engineers in 3 states supporting 67 Hospitals with a 544k item inventory.

•Operations - Ranked #1 of 29 Directors for Annual Revenue Year over Year (Y% Growth), CM$, CM%

Olympus America Diagnostics Division, 04/1997 – 10/2000

Field Service Engineer/ Team Lead, Columbus, OH

•Leadership - Managed 6 engineers in day to day operational metrics and support.

•Operations - Received Olympus Engineer of the Year (1997, 1998)

US NAVY, 06/1991-12/1996

•Leadership - Various staff and leadership functions during 5 different military campaigns during high tempo operations in Middle East, Caribbean, Bosnia and South America.

Education:

Clemson University, Clemson, SC,

•Master’s Program – Human Resources Leadership and Development, pending grad date 9/17 GPA 4.0

University of Phoenix, Phoenix, AZ, 09/2004

•Bachelors of Science - Business Management

Professional Development:

•Certified Black Belt LEAN Leader, Baxter corp.

•Baxter Leaders leading through change, Milford, MA

•Leica Bio Systems Danaher Business Systems

•Thermo Fisher Scientific PPI (Practical Process Improvement) Leadership Program

•Thermo Fisher Scientific Role of the Leader Band 5 program

•General Electric Senior Leadership Professional Development Program (4 weeks)

•General Electric Personal Relations (Union Awareness)

•General Electric Executive Accelerated Leadership Training, Crotonville, NY

•General Electric Advanced Service Leadership, Jupiter, FL

•GE Healthcare Senior Level Service Leadership, Milwaukee, WI

•General Electric Executive Leadership Training, Crotonville, New Managers Development

•General Electric Six Sigma Green Belt Certification

•Six Sigma Lean Process Leader

•ISO 9000 Internal Lead Auditor

•Certified Internal Auditor

Professional Affiliations:

•CXPA (Customer Experience Professionals Association)

•Regional and National member of ACHE (American College of Healthcare Executives)

•Board Chairman General Electric Volunteer Council, Charlotte Chapter (1200 employees)

•KAMI (Kentucky Association of Medical Instrumentation)

•American Association of Clinical Chemistry

•North Carolinas Biomedical Association

•South Carolinas Hospitals Association

•IDN Summit EXPO board member

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