Customer Service Operations Leader

S U Z ANNE VAN DALEN

C U S T O M E R S E R V I C E L E A D E R

PROFESSIONAL PROFILE

Highly effective and well-rounded leader with deep dive experience in customer service delivery, metrics implementation and analysis, process optimization, and quality and regulatory compliance. Expertise in analyzing performance to identify strengths and opportunities for improvement. Reliable, with verifiable year-after-year success in on-time project delivery, data-driven decision-making, and performance improvement. Results-focused professional with a keen ability to champion compliance initiatives. Recognized for overseeing the launch of technology solutions and mitigating risks. Skilled at implementing high-impact training initiatives, cultivating positive team environments, and fostering team cultures centered around cross-functional collaboration and results. CORE COMPETENCIES

• Customer Service Management

• Quality Assurance & Control

• Training Coordination

• Project Management

• Performance Management

• Regulatory Compliance

• Process Improvement

• Technology Solutions

• Risk Management

• KPI Management

• Team Leadership

• Data Analysis

WORK EXPERIENCE

ABBOTT LABORATORIES, CLEARWATER, FL, MAY 2014 TO MAR 2024

MANAGER – CUSTOMER SERVICE, RAPID DIAGNOSTICS DIVISION, MAY 2019 TO MAR 2024

• Align objectives and bridge communications with finance, commercial, and operations teams, as well as internal stakeholders, to ensure the delivery of exceptional customer service and achieve results in line with business strategy.

• Defined and implemented new order fulfillment and shipping audit procedures, successfully reducing complaints 10%.

• Drive continuous improvement by optimizing reporting, invoicing, monthly/quarterly procedures, and other key processes.

• Provide dynamic leadership to customer service staff while ensuring high-quality performance and accuracy.

• Promote operational excellence by delivering ongoing SOX, compliance, and quality compliance trainings.

• Enable data-driven decision-making by reporting key metrics to senior leadership on a routine basis.

• Navigate complex obstacles, issues, and challenges with an innovative and solution-focused mindset.

• Evaluate staff performance to identify strengths and opportunities for additional coaching.

• Recommend the implementation of innovative technologies to strengthen customer service operations.

• Chart the successful development and execution of high-impact customer service delivery strategies.

• Adapt to quickly changing priorities within a fast-paced, high-volume work environment.

• Cross Collaboration with multiple BU stakeholders in the successful integration of new client onboarding.

• E-Commerce Administrator

DIRECTOR – CLIENT SERVICES, RAPID DIAGNOSTICS DIVISION, MAY 2014 TO MAY 2019

• Strengthened the end-to-end customer experience, improved order accuracy and department performance, and reduced TAT by guiding managers in planning and implementing impactful, cross-functional training and development plans.

• Orchestrated and led the successful transition of the Client Services Department from Clearwater, FL to Richmond, VA; acted as project lead, relocating the department and staff to new location which involved cross-functional collaboration with operations and human resources business partners.

• Spearheaded the successful integration of Clearwater and Austin supply fulfillment centers into departmental operations.

• Mitigated risks by ensuring ongoing compliance with HIPAA, compliance, HR, and financial policies and regulations, including conducting QA audits to verify alignment with internal policies and procedures.

• Delivered high-quality project management of integrated LIS systems and conducted user acceptance testing (UAT).

• Resolved complex issues and challenges by collaboratively performing root cause analysis and implementing changes/solutions.

DIRECTOR – FIELD SERVICE COLLECTION, LABORATORY DIVISION, MAY 2014 TO MAY 2019

• Boosted regulatory compliance by serving as a Compliance Champion within a heavily regulated department and proactively collaborating with legal, compliance, and commercial leadership teams, resulting in improved risk mitigation.

• Headed the integration of new metrics to improve high-quality outcomes and the overall customer experience.

• Maintained responsibility for supervising and directing 50 remote specimen collectors dispersed throughout the U.S.

• Conducted analysis to identify low-performing clients in collaboration with commercial leadership teams. Valrico, FL 813-***-**** ************@*****.*** SUZANNE VAN DALEN Page 2

DIRECTOR – PATIENT FINANCIAL SERVICES, LABORATORY DIVISION, MAY 2014 TO DEC 2017

• Bolstered support for the Alere Patient Billing Department by pioneering the planning and launch of a national call center.

• Enhanced the performance of call center staff, leading to reduced client and patient complaints, by championing the development and implementation of dynamic training initiatives.

• Earned recognition for consistently achieving a less than 3% abandon rate, 10-second ASA, and other call center metrics.

• Entrusted with identifying, defining, and upholding quality standards and metrics.

• Demonstrated expertise upholding compliance standards and reducing risk within a heavily regulated environment.

• Drafted and prepared detailed and accurate daily metrics reports for senior leadership teams.

LABORATORY CORPORATION OF AMERICA, TAMPA, FL, FEB 2007 TO MAY 2014

CALL CENTER SUPERVISOR, OCT 2012 TO MAY 2014

• Established both team and individual targets to drive goal attainment, including monitoring and measuring performance via call abandonment rate, average hold time, average answer speed, and other metrics.

• Cultivated a collaborative and effective workforce by hiring and onboarding new employees.

• Responded to staff inquiries and provided guidance, feedback, and coaching as needed.

• Verified ongoing compliance with internal and external regulations, procedures, protocols, and best practices.

• Engaged with senior leadership to efficiently convey issues, challenges, and trends as well as provide monthly, quarterly, and annual reports outlining performance and results.

PHLEBOTOMY SUPERVISOR, NOV 2009 TO OCT 2012

• Adhered to all techniques and instructions outlined in the Phlebotomy Procedure Manual while overseeing patient phlebotomy and related activities, such as training, evaluation, and performance.

• Standardized and improved performance and results by defining, implementing, and enforcing operating policies and procedures spanning quality control and assurance, programs, and safety.

• Prepared reports and delivered trainings related to OSHA and HIPAA to ensure compliance.

INTERNAL ACCOUNT SPECIALIST, FEB 2007 TO NOV 2009

PREVIOUS EXPERIENCE

COMMERCIAL ELECTRICAL SYSTEMS, FORT MYERS, FL, FEB 2006 TO DEC 2006 SYSTEMS SALES REPRESENTATIVE EDUCATION

BACHELOR OF ARTS (B.A.) IN MINISTRY LEADERSHIP, IN PROGRESS Grace Christian University, Grand Rapids, MI, USA

CERTIFICATION IN PHLEBOTOMY, 1999

Tennessee Technology Center at Nashville, Nashville, TN, USA VOLUNTEERISM

• Volunteer – Essence of Christ Church, 2015 - Present ADDITIONAL INFORMATION

Languages: English

Technical Proficiencies: Windows, Microsoft Exchange, Microsoft Office Suite, QuickBooks, Adobe, PeopleSoft, Salesforce, Workday, Power BI, Avaya, Cisco, Concur

Interests: Faith, travel, exercise, military family – GO NAVY!

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