Customer Service Human Resources

BRENDA BRUCE

Tyler, TX, *****

**********@*****.*** / 501-***-****

SUMMARY

Performance driven executive with a demonstrated history with a record of proven success working in the diagnostics and laboratory industry. Energized strategic thinker determined to achieve growth and development for team success while attaining business goals and objectives. Skilled in business alliances, customer service, sales, business development, operations, and strategic planning.

SKILLS

Supervisory experience

Customer service focus

Human resources

Sound knowledge of good laboratory practices

Skills in vendor management

Marketing and promotional

Ability to make independent judgments and to act

calmly, quickly and logically in a crisis situation Ability to keep team motivated

Contributes to team effort by accomplishing related results as needed

Skills in managing costs

Excellent oral communicator

Outgoing

Unique problem-solving approach

Proven ability to manage and coordinate multiple

projects in a fast-paced, highly professional

environment

EXPERIENCE

Nursing Homes Sales/Operations Manager / PATHMD - Dallas, TX 10/2022 - Current Analyzed customer data to identify trends and opportunities for sales growth. Developed strategies to improve customer service, increase sales efficiency, and maximize profits. Conducted market research to identify potential target customers and develop marketing plans. Implemented process improvements to streamline operations and reduce costs. Managed daily operations of the sales team including hiring, training, and performance evaluations. Collaborated with other departments to ensure seamless coordination of activities across the organization. Provided guidance on product development initiatives based on customer feedback. Facilitated communication between cross-functional teams to resolve issues quickly and efficiently. Established relationships with vendors to negotiate favorable terms for new products or services. Resolved customer complaints regarding sales and service. Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.

Nursing Home Lab Manager / First Medical Laboratory - Tyler, TX 08/2021 - 10/2022 Maintained detailed records and completed regular reports for operations, accounting and human resources needs.

Managed supplies

Recruited and trained new employees to meet job requirements. BB

Interviewed prospective employees and provided input to HR on hiring decisions. Planned and delivered training sessions to improve employee effectiveness and address areas of weakness. Resolved customer inquiries and complaints requiring management-level escalation. Coordinated recruitment, paperwork and payments for laboratory participants. Maintained compliance with laboratory, company and legal regulations. Established and managed quality control program covering laboratory activities. Delegated work to staff, setting priorities and goals. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Regional Manager / Bios Scientific - Tyler, TX 11/2020 - 07/2021 Analyzed regional market trends to discover new opportunities for growth. Maximized branch revenue by optimizing daily operations. Expedited resolutions to correct customer problems and complaints. Managed diverse administrative, financial and documentation requirements. Handled human resource concerns and established plans to handle issues consistently and efficiently. Regional Manager / Gamma Healthcare - Tyler, TX 02/2018 - 11/2020 Maximized branch revenue by optimizing daily operations. Mentored and trained staff to define and exceed field sales objectives. Developed and implemented clear policies and procedures covering five locations spread across Texas area. Supported, trained and motivated 120 member team of Phlebotomist and Sales professionals to consistently meet annual goals for sales and production.

Managed diverse administrative, financial and documentation requirements. Managed staff to optimize brand expansion initiative productivity. Minimized turnover through effective training and employee engagement programs. Handled human resource concerns and established plans to handle issues consistently and efficiently. Operation Manager / NEXUS DIAGNOSTIC LABORATORIES - Conway, AR 07/2011 - 07/2017 Review operational key business and expenses to identify problems, concerns, and opportunities for improvement in order to provide advice and direction to team members and supervisors to achieve operational goals. Prepare reports as required.

Support the operation in implementing company programs by working directly with all team members to execute action plans that meet operational and organization objectives. Responsible for hiring, orientation, evaluations, and time-keeping along with payroll. Be a model of compliance and always follow and enforce policies and procedures of Nexus Diagnostic Laboratories.

Collaborate to increase revenue while controlling operational costs. Identify trends and forecast the needs of the laboratory. Monitor and evaluate inventory ordering and supply levels

.Proven time management skills and a strong attention to detail Communicate clearly, concisely and accurately in order to ensure effective laboratory operations. Engaged with team members, patients and clients to develop relationships to understand the needs that they communicate.

Operation Manager / American Esoteric Laboratories - Little Rock, AR 03/2001 - 06/2011 Supervise the operational activities of outreach lab. Resolved client inquires and operational issues in actively manner by consulting the regional manger or corporate. Ensured the laboratory is compliant with corporate,state and federal regulatory requirements. Responsible for all staffing of the departments admonitory overtime and production schedules. Responsible for client billing along with patient billing. Hires, trains, assigns, prioritizes and schedules work. Assesses performance and gives feedback. Counsels or disciplines, as needed

EDUCATION AND TRAINING

Bachelor of Science: St. Vincent School of Radiology UNIVERSITY OF CENTRAL ARKANSAS - Conway, Arkansas

Associate Degree: Liberal Arts

FLORIDA STATE UNIVERSITY - Tallahassee, Florida

High School Diploma 1980

Mount St. Mary's - Little Rock, Arkansas

ACTIVITIES AND HONORS

Arkansas Chapter-Alzheimer's Association

St. Joseph School Bazaar 2018

REFERENCES

Lisa McDonald-CEO-Reach Diagnostic Partners-501-***-**** Jamie Golleher-Area Director-Hologic, Inc-501-***-**** Russell Gay-Chief Strategic Officer-BioPlus ********-***-***-****-*****@*********.***

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