Senior Director, Global Client Services Resume Example Carestream Health

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 integration project 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.

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

Senior Director, Global Client Services Resume Example

Resume Score: 90%

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