Donna S. Wedl

N**** Jefferson St

Sullivan, WI **178

Phone 262-***-****

Email: adzcly@r.postjobfree.com

WORK HISTORY:

Dedicated Computing:

Service Manager September 2022 – July 2023

Managed the daily operations of the global technical support and repair center for high-end computers and supervised 12 employees. Responsible for KPI development, strategic planning, business forecasting, budgeting, P&L, creating and implementing best-in-class processes, development of service policies and value-added services, support of new product introduction through the full product life cycle, the company developed and monitored metrics, weekly financial reporting, cross-functional relationship building, employee scheduling, selection and development of employees, employee training, employee mentoring, ISO, FDA, HIPAA regulations, risk assessments, and Lean Six Sigma. Responsibilities included aftermarket service inventory management, SaaS support, SLA management, documentation management, a heavy focus on process improvement, and quarterly customer QBR.

DynaVap:

Sales Account Manager November 2019 – May 2022 - Responsibilities included B2B lead generation, onboarding, training, wholesale account development, forecasting, and promotion development. Responsibilities also include management of podcast outreach, retail customer service, Chatbot support, order management, fulfillment, SaaS support, wholesale tradeshows, HubSpot administration, metrics development, and ISO development.

Norland at Swissray:

Technical Support Engineer, June 2014 – October 2019 - Responsibilities included application phone support, technical phone support, onsite installs, onsite customer training, onsite repairs, service sales, attending trade shows to support sales, global B2B & consumer application and technical training, billing, and collections, in-house IT support, DiCOM support, software validation, field service dispatch, order management, risk assessments. Point of contact for luminary customer accounts, and new product introduction. New product installation and training schedule. Development and management of department metrics, P&L, department documentation, product lifecycle, rental equipment, in-house repairs, SaaS support, and service sales revenue. Development of service offerings, Additional experience in ISO, HIPAA, CE, UL, FDA Regulations, and Lean Six Sigma.

VIASYS / Cardinal Health / CareFusion / Natus Medical:

Global Customer Service Manager - Factory Repair, August 2005 – February 2014 - Managed the daily operations of the global repair center for the Nicolet branded medical products. Supervised 12 employees. Responsible for KPI development, strategic planning, business forecasting, budgeting, P&L, creating and implementing best-in-class processes, development of service policies and value-added services, support of new product introduction through the full product life cycle, company inaugurations and divestitures, developed and monitored metrics including customer survey feedback, month-end reporting, cross-functional relationship building, employee scheduling, selection and development of employees, employee training, employee mentoring, ISO, FDA, HIPAA regulations, risk assessments, and Lean Six Sigma. Responsibilities included aftermarket service inventory management, documentation management, and medical device rental equipment.

Customer Care Manager – Technical Support, September 2006 – May 2007 - Managed the daily operations of the technical call center for the Nicolet branded medical products. Supervised 12 technical employees. Responsible for KPI development, month-end reporting, budgeting, P&L, customer satisfaction surveys, selection and development of employees, employee scheduling, employee training records, employee mentoring, cross-functional relationship building, risk assessments ISO, FDA, and HIPAA regulations.

Danfoss Graham:

North America Regional Service Manager, May 2000 – July 2005 - Managed 40 remote dealer offices with 90 field repair techs, service managers, and service sales managers. Responsible for the application and technical phone support, territory service sales B2B & consumer, employee contract offering training, development of value-added services, service marketing, contract negotiations, strategic planning, cross-functional relationship building, field service dispatch, month-end reporting, goal setting, and year-end performance. I was the point of contact for all the dealers/customers in my region.

Norland Medical Systems:

Field and Applications Support Engineer, December 1997 - April 2000 - Responsibilities included application phone support, technical phone support, onsite installs, onsite customer training, order management, and onsite repairs. Point of contact for luminary customer accounts. After-hours phone support. ISO, HIPAA, and FDA experience.

Hamlin / Standish Industries / Planar:

Quality Assurance Failure Analysis Technician, June 1995 to December 1997 - Responsible for the development of the customer return department, including all policies and procedures. Responsibilities included internal auditing, finding the root cause, determining the solution, following up to make sure there was closure, and employee training.

Production Technician, November 1991 to June 1995 - Responsible for manufacturing LCD’s within a class 100 cleanroom environment. Responsibilities included maintenance of my equipment, following work instructions and company policies.

Production Technician, March 1987 to July 1989 - Responsible for manufacturing LCD’s within the finishing environment. Responsibilities included maintenance of my equipment and following work instructions and company policies.

International Business Machines (IBM):

Production Technician, June 1990 to August 1991 - Responsible for manufacturing multilayer glass-ceramic substrates within a class 10 cleanroom environment. Operated high-tech laser equipment and was given the opportunity to float to other processes. Responsibilities included following work instructions and company policies.

ACHIEVED RESULTS:

· Balanced P&L with cost control and organic growth, increased business profit without losing customer satisfaction

· Increased employee development and employee engagement through teamwork and mentoring

· Decreased waste and increased efficiencies through continuous improvement

· Created successful processes of all aspects of new product line/ service offerings and reduced internal and external cycle times/cost

· Strengthened customer referral list and increased customer retention

· Provide customer solutions within company guidelines and minimized crisis service calls

STRENGTH: SOFTWARE SKILLS

Product/Project Management OS – DOS through the current platform

Developed KPI (Key Performance Indicator) metrics CRM – Clientele, Salesforce, HubSpot

Developed product life cycle program Windows office suite 2003 through current

Development and trademark for the DrivePro™ program ERP – AS400, JDE, SAP, NetSuite, Syteline, Oracle

Developed medical rental business LCM – Arena

Core member of over 10 BlackBelt and Kaizen projects Remote diagnostic – Various platforms

Multiple company integrations and divestitures SQL Reporting

Creation of a Repair Center

Developed global business partner programs

Customer lifecycle management

AWARDS:

Bingham Service Award – Category of outstanding DrivePro™ Sales 2004

VIASYS Chairman’s Club Award 2006 – Global top 1% performance of the organization

ADDITIONAL TRAINING: EDUCATION:

Senn Delaney Culture Shaping Training Herzing University - Madison, WI - Bachelor of Science Degree: White Belt – Lean Six Sigma Electronic and Computer Technology: Ongoing

Yellow Belt – Lean Six Sigma

5’s – Lean Six Sigma Wisconsin School of Electronics (Herzing University)

Kaizen – Lean Six Sigma Madison, WI - Associate of Science Degree: Engineering Sponsor – Lean Six Sigma Technology: June 1995

Time Management - Franklin Covey

Process Improvement & Project Management Northern Virginia Community College - Manassas, VA

Studied Architecture Drafting and Civil Engineering: June 1991

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