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Senior Director, Global Client Services Resume Example

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SENIOR DIRECTOR, GLOBAL CLIENT SERVICES
Executive Profile
Global senior client service executive with 25 years of global healthcare IT experience with consistent results in revenue, profitability, client satisfaction and employee retention.
Skill Highlights
  • Service General Management
  • Net Promoter Score Optimization
  • Executive Client Management
  • Client Analytics & Monitoring 
  • Service Revenue Enhancement
  • Big 5 (Tier 1) Consulting 
  • Lean Six Sigma Black Belt 
  • Process Re-design 
  • Offshore/onshore sourcing
  • Change management and user adoption.
Core Accomplishments
  • Diverse healthcare industry experience comprised of Big 5 consulting, top-tier healthcare IT and medical device companies and clinical experience as a radiology practitioner.
  • Led over 330 employees for 2,200 matrixed customers on a global basis.
  • Successfully utilizes Six Sigma and change management tactics to create sustained culture change.
Professional Experience
06/2014 to 03/2016
Senior Director, Global Client ServicesCarestream Health － Rochester, New York
  • Lead 330 employees in $78 million in revenue for global client services for three 24x7x365 call center and field service teams, client satisfaction, client analytics, worldwide executive escalation management.
  • Grew revenues 6% YOY and reduced base cost by 15%
  • Reduced global operations reporting packages by 85% from 14 to 2.
  • Built the first global proactive and reactive escalation process.
  • Unified a fragmented service organization divided by product lines into a modern territory-based configuration.
11/2010 to 02/2014
Director, Client Services, Radiology & Cardiology, North AmericaCarestream Health － Rochester, New York
  • Led 90 employees for a $25M P&L North America client services team for implementation, client analytics, client satisfaction, cloud data center, 24x7 technical support call center, and product commercialization.
  • Achieved 12% YOY revenue growth and improved NPS by 18 points. 
  • Improved NPS in Latin America by 8% by launching chat services.
  • Reduced project overruns by 17% with process re-design and controls.
  • Reduced call wait time 22% through re-engineered call distribution.
  • Received Distinguished Customer Service Award 2011 for setting record high KLAS survey results.
11/2010 to 02/2014
Director, Client Services, Radiology & Cardiology, North AmericaCarestream Health － Rochester, New York
  • Led 90 employees for a $25M P&L North America client services team for implementation, client analytics, client satisfaction, cloud data center, 24x7 technical support call center, and product commercialization.
  • Achieved 12% YOY revenue growth and improved NPS by 18 points. 
  • Improved NPS in Latin America by 8% by launching chat services with language auto-translation.
  • Launched first proactive hardware and software alerting & monitoring function that consistently avoided SLA penalty fees.
  • Reduced project overruns by 17% by installation process re-design.
  • Reduced call wait time 22% through re-engineered call distribution.
  • Received Distinguished Customer Service Award 2011 for setting record high KLAS survey results.
06/2009 to 11/2010
Director, Professional ServicesAllscripts － Chicago, Ilinois
  • Led operations responsibility for 500 professional service employees forecasting revenue, utilization, adoption analytics.  
  • Reduced EMR installation time by 57% from 14 weeks to 6 weeks.
02/2009 to 02/2010
Vice President, Sales Operations & EnablementAllscripts － Chicago, Illinois
  • Led sales operations monitoring 500 sales reps for quota attainment, reporting and analytics, market analysis for territory planning, compensation and commission plans and maintaining CRM, quoting & commission systems.
  • Executive sponsor for the system integration project for two cloud CRM systems (Salesforce.com & Siebel).
  • Executive sponsor for the system integrationproject of compensation, commission, and quoting information systems - Firepond and Xactly.
02/2007 to 06/2009
Director, Global Client ServicesAGFA Healthcare － Ridgefield Park, New Jersey
  • Executive responsibility for radiology and cardiology service division with 225 employees and a $36M P&L in North America client satisfaction, implementation, escalations, and support.
  • Built the first North American client services division for a German EMR brought into the US healthcare market.
02/2005 to 02/2007
Vice President, Client ServicesMerge Healthcare － Chicago, Illinois
  • Executive responsibility for 100 employees and a $12M P&L for implementation, client satisfaction, escalation, and technical support.
  • Achieved 11% YOY growth and managed a 21 site go-live.
02/2002 to 02/2005
Senior Manager & Senior Solution ArchitectCerner Corporation － Kansas City, Missouri
  • Professional services implementation consultant for clinical workflow redesign, change management and product adoption for Electronic Medical Record (EMR), radiology and cardiology IT solutions.
Education
Master of Science: Management & Organization BehaviorBenedictine University － Lisle, Illinois
Master of Public Health, Healthcare AdministrationBenedictine University － Lisle, Illinois
Bachelor of Science: Healthcare ManagementSouthern Illinois University － Carbondale, Illinois
Associates in Applied Science, X-Ray TechnologyCollege of DuPage － Ellyn, Illinois
Publications
  • Conference Presentation - "Using Benchmarks on the Road to Service Excellence", Technology Services Industry Association (TSIA) Conference, Las Vegas, Nevada, October 2014
  • White Paper - "Telemedicine - Impact, Benefits, and Opportunities" - Arthur Andersen, Newsletter, 2000
Skills
  • Full client service portfolio executive  with consistent financial, operational and client satisfaction outcomes.
  • Works well with sales to drive sale of technological solutions, consultative engagements, and optimized service delivery.
  • Data-driven creating hindsight and foresight insights.
  • Consistently recognized as a strong client-centric leader.
  • Strong influence, account management and change management skills to drive cultural change and product adoption.
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Resume Overview

Companies Worked For:

  • Carestream Health
  • Allscripts
  • AGFA Healthcare
  • Merge Healthcare
  • Cerner Corporation

School Attended

  • Benedictine University
  • Southern Illinois University
  • College of DuPage

Job Titles Held:

  • Senior Director, Global Client Services
  • Director, Client Services, Radiology & Cardiology, North America
  • Director, Professional Services
  • Vice President, Sales Operations & Enablement
  • Director, Global Client Services
  • Vice President, Client Services
  • Senior Manager & Senior Solution Architect

Degrees

  • Master of Science: Management & Organization Behavior
    Master of Public Health, Healthcare Administration
    Bachelor of Science : Healthcare Management
    Associates in Applied Science, X-Ray Technology

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