Customer Service Management
Resume:
Kevin B. O’Connor
** ******** **., *******, ** **844
************@*****.***
Objective Management position in a quality, customer service oriented Medical Institution where my proven operational, communication and leadership skills may be challenged and utilized.
Employment Experience
Newton-Wellesley Hospital, Newton, MA 1999 - Present
Director of Nutrition and Food Services and Conference Center Operations
Managed a $8 Million budget, including 6 cost centers, 3 revenue centers, and a profit and loss account for a 250 Acute Care Teaching Hospital. Responsible for budget variance reporting and consistently managed all areas to meet budget targets and projections. Managed over 125 professional and non-professional employees. Exceeded national labor and operational productivity benchmarks scoring in the top 11th percentile. Renegotiated prime vendor and vending contracts that accounted for a 5% savings on overall purchases, and increased catering revenues by 8%. Received capital approval on a $4.2M Cafeteria & Coffee Shop renovation project proposal in fiscal year 2008 working with architectural and design consultants. Managed the selection, testing, implementation, and administration of a comprehensive information system network (Cbord), with interfaces to the organization’s mainframe (Meditech) information systems ADT, OE, and AP organization’s mainframe; reduced 2 FTE’s. Increased Patient Satisfaction (Press Ganey Survey) scores by 35% and reaching the 95 %tile by implementing purposeful patient and nursing rounding, scripting, and patient amenity offerings. Developed a senior supper program that generates revenue and promotes community relations. Created successful design and development of separate Kiosk including construction, menu development, marketing, training and opening for increased revenues of $52K monthly. Consistently completed Joint Commission surveys with zero non-conformances. Implemented a “Going Green” initiative and sustainability program in the Cafeteria. Established an “Eating Healthy” program as a health and wellness program for all staff and visitors. Successfully implemented a POS system to include credit cards, gift cards and declining balance cards resulting in a 15% increase in sales. Developed a mentoring program in conjunction with local high school to train food service workers and have ongoing preceptor for Boston University dietetic internship program. Acted as interim Security & Safety Director for 9 months and co-authored major revisions to the hospital disaster preparedness manual.
Spaulding Rehabilitation Hospital, Boston, MA 2005 - Present
Director of Nutrition and Food Services
Managed a $4.9 Million budget, and convinced administration to in-source the food services in a 200 bed rehabilitation hospital. Managed 60 professional and non-professional employees, reduced staff by 10%, reduced employee turnover by 20%, reduced expenses by $250K, increased employee morale and department image, increased (Press Ganey Survey) scores by 55%, and increased cafeteria revenues by $45K. Established an automated purchasing system to include a negotiated prime vendor contract, revised all department policies and procedures and restructured department organizational chart to improve systems and productivity. Implemented a department information system network (Computrition), with interfaces to the organization’s mainframe (Meditech) information system; reduced 1 FTE.
Newton-Wellesley Hospital, Newton, MA 1985 - 1998
Assistant Director of Nutrition and Food Services
Reorganized, implemented and managed a multi-disciplinary support function that reduced 4 FTE’s and improved customer satisfaction by 10%, while providing cross training and career development for employees. Developed a staff-training program to meet the needs of a diverse workforce and was praised by JCAHO. Created and instituted a Room Service program that delivered first class hotel-style meals to patients and visitors. Assisted in the design and development of a major cafeteria and kitchen construction project, including architectural and design review and equipment specification, as part of multi-million dollar construction/renovation project, resulting in a state of the art facility. Increased profits by over 500% by bringing management of the Coffee Shop P&L account in house. Redesigned staffing patterns, restructured pricing, tightened supply costs, and increased hours of operation. Championed organization’s Customer Service Program as a Master Facilitator, and provided leadership/team building programs to other managers. Trained 99% of the management team as customer service facilitators. Consulted with Gift Shop to redesign space, manage inventory, meet target sales projections, and improve customer satisfaction.
Kevin B. O’Connor Page 2
Employment Experience
Lufthansa Airline, Sky Chefs, East Boston, MA. 1984 - 1985
International Customer Service Account Manager
Responsibilities included food preparation, sanitation, quality production, and inventory control and dispatch service. Created and implemented manning and loading procedures for reconfigured aircrafts. Briefed and de-briefed flight crews on food and equipment aircraft loading. Reconciled duty free items with U.S. Customs agents.
Sky Chefs, Dallas, TX. 1982 -1984
Airline Catering Manager
Selected as a member of the management team to commence the food service program, servicing wide-body aircraft and international accounts. Designed and implemented kitchen layout and flow. Interviewed, hired and trained 275 employees. Established service specifications and par levels for beverage and silverware production as well as equipment needs. Created and implemented maintenance programs for entire building sanitation. Liaison representative to American Airlines and all International Accounts in the creation of meal specifications for special diet and religious restrictions.
Sky Chefs, Honolulu, HI. 1980 - 1982
Airline Catering Supervisor
Implemented work flow patterns and specifications to accommodate American Airlines new start up flagship service to Hawaii. Managed charter aircraft operations with regard to menu development, materials purchasing, production schedules and customer service relations with a staff of 55 employees. Interviewed, hired and trained employees.
Education and Skills
1980 - University of Massachusetts Amherst, MA.
B.S., School of Business Administration
2001 - Boston College Chestnut Hill, MA.
Leadership for Change Course Certificate (15 MBA credits)
1999 - Certified Food Service Professional Boston, MA.
National Registry of Food Safety Professionals
1995 - American Society of Healthcare Food Services
Active member, ASHFA
2000 - Healthcare Food Service Management
Active member, HFM
2005 - Partners HealthCare System Food Service Management Advisory Group
Co-Chairman
2010 - Serve Safe Food Safety Certified
COMPUTER SKILLS
Cbord: Diet Office, Menu Management, Inventory Management, Nutritional Accounting
Computrition: Diet Office, Menu Management, Nutritional Accounting
Meditech: ADT, Order Entry, Patient Care Information, Materials Management
Microsoft: Word, Excel, PowerPoint
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