Customer Service Manager
Resume:
Mari Olivas, M.B.A.
Bulverde, Texas 78163
****.******@*****.***
SUMMARY
A well educated professional, I have extensive experience in all aspects of Operations Management. My proven ability to increase volume, revenue, and profits, reduce costs, reduce employee turnover, increase employee and patient satisfaction scores, establish positive relationships, and build strong teams makes me an asset who can hit the ground running. An excellent, persuasive communicator, motivator, and problem solver; in a previous position I utilized my strong interpersonal skills to build solid relationships with physicians and to form strategic alliances resulting in a 30% increase in hospital admissions. I look forward to quickly and successfully analyzing and resolving your critical issues.
SPECIALITIES, SKILLS AND EXPERTISE
Operations * Business Development * Purchasing/Procurement * Conflict Resolution
Continuing Process Improvement * Cost Reduction/Avoidance * Customer Relationship Management * Multicultural Relationships * Policies/Procedures * Process Operations Improvements * Request for Proposal/Quote * Strategic Vision/Mission Planning * Multi-Site Operations * Bids and Proposals * Client Relationship * Management * Competitive Analysis * Contract and Negotiations * Cost/Value Analysis * Customer Presentations * Competitive Analysis * Operations
EXPERIENCE
Occupational Medicine and Physical Therapy Manager at Gonzaba Medical Group
November 2011 - Present (6 months)
Administration of four Clinics: Occupational Medicine, Physical Medicine and
Rehabilitation PM&R) and Physical Therapy departments; Successfully negotiated Lease and Lab Services obtaining substantial cost savings for the organization; Developed effective processes for the organization; Coordinated Marketing events to promote Clinic services. Successfully Recruited Physical Therapists and one Occupational Medicine Physician
Clinic Administrator Outpatient Rehab Services at Warm Spring Rehabilitation
November 2010 - September 2011 (11 months)
Increased revenue and for the first time in years company reported profit resulting by utilizing my operations and business development skills, building strong relationships with physicians, implementing internal efficiencies, managing the staff, and developing a professional business environment with excellent quality and customer service.
Physician Liaison at Sierra Providence Health Network
August 2007 - November 2010 (3 years 4 months)
Worked as liaison between the Hospital and Physicians (OBGYN and Pediatricians). In three years I established excellent relationships among a network of physicians and the Hospital that resulted in a 30% increase in Admissions in Deliveries and a 40% increase in Admission at the Children’s Hospital at Providence. I was the first liaison to be awarded the “STAR award” (Sales Team and Recruitment) Top Performer Award in 2008. Children’s Hospital and Women’s Services Business Development
Created/Implemented sales calls to referral sources in outlying, secondary markets, i.e. Las Cruces, Deming, Silver City, Alamogordo, Ruidoso, Albuquerque, NM. Results: Pediatric transfers to Children are Hospital; increased Admissions at the Children’s Hospital; enhanced patient s experienced improved care; increased revenue.
Director of Operations, Outpatient Rehabilitation Services at Sierra Providence Rehabilitation Hospital
December 2002 - August 2007 (4 years 9 months)
Conducted an assessment/ root analysis/Identified deficiencies and opportunities. Results: Built the strongest team in the hospital. Increased patient satisfaction scores from 70% to 99-100% and employee satisfaction scores from 75% to 100%. Identified opportunities for the establishment of several Outpatient Programs/Met with physicians to determine their needs and desires. Results: 30% increase in revenue within 2 years; established Total Knee Replacement, Balance and Vestibular, Memory Program, Day Hospital Program and Lymph Edema Programs; delivered great clinical outcomes.
Empowered specific therapists to be Champions of certain new Outpatient Programs based on their expertise/Asked them to involve the rest of the therapists in developing Best Practices. Results: This contributed significantly to Program successes. Created/Implemented sales calls to Physicians increasing volume by 25% Improved Patient Satisfaction scores from 70% -99%; employee satisfaction scores from 77% -100% Collaborated on development of Hospital Business Plan. Results: Several of my personal suggestions of initiatives and strategies were incorporated in the 2009 Business Plan; Admissions increased 25%. Recruited and coached staff; able to established an excellent and efficient team, significantly reduced employee turn over.
Healthcare Recruiter at Sierra Providence Health Network
October 2001 - December 2002 (1 year 3 months)
Suggested some departmental strategic changes in the Pharmacy department to change the work environment. Results: Filled hard to fill positions (Pharmacists) in a short period of time; recognized by the Directors and CEO Selected Recruitment firms and executed Contracts with them to assist in the recruitment efforts for hard to fill positions
Procurement Manager at Upper Rio Grande Workforce Development Board
May 1995 - September 2001 (6 years 5 months)
Standardized/Established new sources/Developed new Vendor protocols. Results: Negotiated best pricing and delivery schedule; achieved substantial Cost savings.
Monitored changes in Federal, State and Local Regulations covering Procurement, Property Management, and Client Assistance. Results: Maintained compliance with multiple program Regulations including Workforce Investment Act, CHOICES, Food Stamps, Employment Training, Welfare to Work, Dislocated Workers and more.
Managed Procurement Process/Performed cost/Benefit analyses. Results: Negotiated favorable Purchasing Agreements and Contracts. Developed a Transportation Assistance Program. Result: Provided transportation to clients; Program was adopted and used by TWC in other cities. Established offices/Relocated existing offices/Negotiated Building lease Agreements, Supplies and Services . Results: Seamless on-time transitions for personnel and material.
Strategic Buyer at Stewart Warner
August 1989 - January 1995 (5 years 6 months)
Successfully established the Purchasing department for 2 facilities in El Paso Texas and Juarez, Chihuahua, Mexico. Results: Well functioning Commodities were established; Supervised data entry staff, hired personnel; assisted with Accounts Payable and Receivable until an Accountant was in place. Standardized/Established new sources/developed new Vendor protocols. Results: Negotiated best pricing and delivery schedules; achieved substantial Cost savings. Strategized with Engineering & Quality Control Departments. Results: Ensured purchased parts for injection molding and metal stamping commodities were in compliance.
Buyer at Johnsons Controls
September 1988 - August 1989 (1 year)
Buyer of Packaging, Plastics and Metal Stampings commodities.; Supervised data entry personnel to enter Bills of Materials (15 staff members); Recruited by my Director of Operations to establish the Purchasing department at Stewart Warner.
EDUCATION
The University of Texas at El Paso
MBA, International Management, 2007 - 2009
The University of Texas at El Paso
Business Administration, Management, 1980 - 1985
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