Customer Service Field

*** ********* ***. ***********, ** ***** ******.******@*****.*** Mobile: 610-***-****

Regional Operational Manager with over 25+ years experience in the healthcare field, while maintaining an excellent customer service record. Identifying and implementing process improvements. Managed all Field Service Technicians assigned to the designated Region.

SUMMARY OF QUALIFICATIONS

Entrusted with all service accounts in the Tri-State Region.

Oversees crew’s schedules and day-to-day activities in the healthcare service field.

Made recommendations to management on cost savings opportunities thus increasing profitability.

Implemented a roll out phase to train other Regional Managers and Technicians on installation process and service technician requirements.

Enhanced service while providing innovative solutions and resolving customer concerns.

Excellent communication skills across all levels of the organization.

Provide superb customer service and maintain good communication relations with customers.

Strong work ethic and attention to detail.

PROFESSIONAL EXPERIENCE

APPROVED STORAGE ANSD WASTE HAULING, INC. MARCH 2016 to PRESENT

A privately owned company in the medical waste industry.

REGIONAL OPERATIONAL MANAGER

Report directly to the President and COO of the organization.

Manages operations in Massachusetts, Rhode Island, New York, New Jersey and Pennsylvania area.

Responsible for the implementation of the Standard Operating Procedures for all my contract service agreements within my area.

Manages all field service technicians within my region.

Provides audit support to the directors in the hospitals during JACHO inspections.

Responsible for Hazardous and non-hazardous medical and pharmaceutical waste.

Served as the liaison between the EVS department within the hospitals and corporate personnel.

DANIELS SHARPSMART INC, JUNE 2011 to MARCH 2016

A privately owned company in the medical waste industry.

REGIONAL FIELD SERVICE MANAGER

Oversaw the day-to-day operations in over 112 accounts in the East Coast Region.

Managed over 37 full-time employees.

Responsible for approving and entering payroll for field service technician.

Managed all installations and trained other managers on the installation process and supported other regions.

STERICYCLE, HAVERHILL, MA JANUARY 1996 to JUNE 2010

One of the world’s leaders in medical waste management. They are a publicly traded company with past revenues of $2.6 billion reported in 2020.

AREA ACCOUNT MANAGER MARCH 2010 to JUNE 2010

Served as the primary account manager lead for the largest clients in the East Coast Region.

Assisted the Area General Manager in budgeting activities relative to the product area.

Prepared surveys for the Sales and Marketing Department.

Tracked and monitored Field Service Technician’s labor hours and approve timecards and expense reports on a bi-weekly basis

Responsible for establishing Field Service Technician’s schedules.

Responsible for evaluating employee’s performance reviews on an annual basis.

Report actual performance against customer accounts and resolve any issues in a timely manner.

Proactively identify problems and worked diligently on resolutions.

FIELD SERVICE MANAGER JANUARY 2004 to MARCH 2010

Directly supported the East Coast Regional Manager.

Managed all service transactions for the area and reported quarterly revenue recognition to management.

Made recommendations for cost savings opportunities while increasing profitability.

Improved internal process for installations while maintaining customer satisfaction.

Enhanced field service technical support by implementing time tracking via use of Verizon Mobile.

Prepared survey reports and on call status reports.

Prepared employee evaluations and reviews for all fifteen employees.

Reviewed and approved all timecards for all direct reported employees.

OPERATIONS FIELD MANAGER - (BIO SYSTEMS) JANUARY 2001 to JANUARY 2004

Oversaw day-to day operations of service and driver technician routes and schedules.

Assisted the General Manager in surveying new accounts.

Primary lead in all new installations and retrofitted existing accounts.

Traveled within assigned area to visit client sites and proactively resolved customer service issues.

Gathered and organized data for the development of installations and revenue recognition.

Traveled between customer facilities providing on-site placement and collection of Sharp Containers thought a healthcare facility.

OPERATIONS COORDINATOR - (BIO SYSTEMS) JANUARY 1996 to JANUARY 2001

Oversaw day to day operations of service and driver technicians.

Monitored customer account.

Surveyed and scheduled installations with General Manger for all new accounts.

Reported to General Manager on a day-to-day basis

Provided technical support to various levels of management.

EDUCATION

GREATER LAWRENCE REGIONAL VOCATIONAL TECHNICAL HIGH SCHOOL

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