Client Services Section Head

Posted on: 2008-09-25

Robyn J. Shore 4322 Milford Road * Madison, WI 53711 (608) 212-3809 * [email protected] MANAGEMENT Operations Management & Total Quality Management Executive Overview: Performance is excellence driven, based on the ability to identify opportunities, implement quality strategies, direct business development plans, execute efficient team management, control spending, and support a mission of vision and quality. A proven track record of accessing operational efficiency for superior performance, coupled with an extensive background of professional customer service. Demonstrated ability to identify and solve client issues that produce optimal results. Highly adept at managing through corporate change, economic volatility and competitive markets. Skills Synopsis: All aspects of operations including needs identification; business analysis; total quality improvement; communication and Human Resource management. Demonstrated ability to identify and solve client issues that produce “win-win” results. History of quality management results that meet corporate goals in order to drive critical business initiatives for performance results. Qualification Summary: Highly adept at thriving through corporate change, economic volatility and competitive markets. Industry expertise includes customer service; total quality management; Baldrige quality criteria; service delivery; communication and written protocols. Core Management Competencies • Operations • Annual Budget • Superior Customer Service • Annual Capital Budget • New Business Development • Product Management • Client Management • Personnel Management • Software Conversion • Change Management Career Progression Meriter Health Services-Madison, WI (6/02 to Present) Meriter Hospital recently received the prestigious Thomson Reuters Performance Improvement Leaders Award for 2007 in the category of Teaching Hospitals. Meriter was the only Wisconsin hospital to achieve this recognition. Client Services Section Head Position Overview (Reporting to the Director of Meriter Laboratories): Accountable for daily operations of the Client Services Department; provide operational and strategic direction to department and laboratory; responsible for improving relationships with clients and physicians; seek out the intricacies of a laboratory in relations to its key customers and market changes. Develops and monitors department budget of $500,000. • Sustain strategic relationships with clients • Recruited new staff as well as mentored and provided growth opportunities for current staff • Incorporate process improvement throughout the laboratory using Baldrige, Lean and Six Sigma tools • Developed and implemented several databases which improved efficiencies and resulted in cost savings • Created comprehensive training programs for Reasonable Suspicion and In-Service Trainings which generate revenue to support the organization Demonstrated Leadership Results Client Services Section Head, Client Services Coordinator, Client Services Representative • Progressed through department with two promotions and was selected to serve as interim section head for another department with 26 reports • Received the highest client survey ratings to date • Delivered and sustained department goal; never previously accomplished • Determined and sustained new department goals • Develop and monitor budget for department; assist with laboratory budget • Monitor and direct Section Heads with Spend Compass budget tool • Develop quality improvements for department/laboratory • Responsible for being “the person in charge” when Lab Director and Lab Manager are unavailable • Responsible for Lab Manager duties specifically related to our number one client when Lab Manager is unavailable Education & Training Edgewood College, Madison, WI Master of Business Administration –concentration Management and Total Quality Certificate, planned 12/08 University of Wisconsin, Madison, WI Bachelor of Science Psychology, 5/98 Total Quality Improvement • Total Quality Improvement Certificate from Edgewood College, in conjunction with MBA - Management • Lean Training – Three day seminar through American Society for Quality • Green Belt Six Sigma for Health Care and Service Class – University of Wisconsin School of Business Executive Education • American Society for Quality 2006, 2007, 2008 Emergency Preparedness • FEMA certified for IS-200 ICS for Single Resources and Initial Action Incidents • Trained for 2008 Standards by Safety Management Services, Inc • Hazardous Material Certified Handler Additional Interests • Wisconsin Forward Award Board of Examiners 2006-2008 • American Society for Quality 2005-2008 • Clinical Laboratory Management Association 2004-2008 • United Way Cabinet Member 2005-2008