Brian Middaugh Email & Phone Number

Anoka, MN, US

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

• Manage the daily operations of centralized call center with primary responsibility for clinical functions including nurse triage, medication refills, clinical messaging, emergency department results and after hours.
• Delivered an 80% decrease in turnaround time for medication refill processing to execute on established 24 hour SLA to increase customer satisfaction
• Implemented changes to phone call routing to increase service levels on priority nurse triage lines by 20% and 30% increase for clinical messaging to increase responsiveness to critical patient needs
• Drove improvements to daily work through lean methodology, including the creation and adherence to standard work for all call center staff
• Executed the implementation of workforce management (WFM) solutions to drive efficiency in contact center operations through increased use of forecasting, scheduling and data driven decisions for appropriate staffing.

Columbia Heights, MN

• Managed order entry process for Medtronic’s most established and largest business unit with annual revenue in excess of $5B, representing 18% of total annual company revenue. Successfully managed an annual $3M budget.
• Delivered on time daily order entry completion through staffing model creation, proper management of resources and process streamlining.
• Exceeded customer expectations through development and implementation of a Voice of Customer strategy, achieving a 9.6/10 rating towards overall customer satisfaction and net promoter score of 9.7/10.0.
• Provided highly successful quarter closes with order volume increases of 20% & $180M+ over the final two weeks of each fiscal quarter through strategy and process development and proper resource management.
• Reduced department turnover through performance management, employee development and focusing on task assignment targeted towards employee strengths. Improved employee satisfaction and engagement by 10% year over year.

Columbia Heights, Minnesota

• Successfully directed daily order entry processing for Medtronic’s Neuromodulation business unit, with annual revenue of $3B through efficient and effective management of contact center operations. Responsible for.
• Enhanced and streamlined business unit processes by leveraging and standardizing department best practices, including improvements to end of quarter processing and forecasting.
• Drove increased business unit partnership and communication through implementation and governance of quarterly business reviews with stakeholders from across the organization.
• Coordinated efforts to redefine product specific processes in accordance with FDA directives, resulting in zero non-compliance findings within the customer service span of control.
• Improved adoption and utilization of eCommerce channels by 5% through targeted marketing, stakeholder negotiation and regularly reviewing data to determine areas of improvement.

Columbia Heights, Minnesota

• Delivered successful day to day operations for Medtronic’s order entry process across three business units in the Cardiac & Vascular Group, ensuring success through hiring, scheduling, staffing to meet customer.
• Managed the daily performance of 15-20 direct reports including metrics toward key performance indicators, employee development and performance management.
• Determined and created daily staffing needs to ensure completion of workloads consistent with business unit service level agreements for over 5,000 daily orders across business units.
• Drove improvements to workload processing, including end of quarter processes for which work was recognized as a 2009 Star of Excellence recipient through driving a reduction to order processing time as well as.
• Excelled as single point of contact of the West area through building stakeholder partnerships, proactive response to customer needs and expectations and ensuring business expectations were understood and met by direct.

Shoreview, Minnesota

• Earned early promotion to Senior Supervisor position through demonstration of customer and employee focus and acting as a team resource in leading the organization through times of change. Proved leadership capacity.
• Improved relationships with accounts and stakeholders in the East region through proactive account management for 300+ accounts over three districts, acting as single point of contact for escalations and order.
• Successfully negotiated inventory challenges with field sales staff and customers to ensure patient needs were met as well as executed daily order processing through SAP, exceeding established department KPI targets as.
• Quickly became a team resource as an SAP Super User, providing technical support towards department system challenges as well as a department mentor; providing training and mentoring to new hire and existing employees.

Decatur, Illinois

• Managed fast growing retail store operation with product offerings across multiple categories while developing strategies to grow and expand business operations.
• Developed and delivered successful marketing campaigns that would drive sales increases of 25% year over year through increased brand recognition and social media utilization.
• Managed inventory for over 10,000 rotating SKU’s through inventory ordering, point of sale operations and physical inventory cycle counts, achieving an on target result for ending inventory at each interval and.
• Reduced organizational turnover by 25% through an assessment and change of hiring practices and focus on employee training and development.

Decatur, Illinois

• Assisted in the daily management of store operations for the Midwest’s largest growing convenience store chain, providing daily management to ensure consistent brand messaging and superior customer experience to drive.
• Delivered a 50% growth in store sales over three year period through focusing on and marketing product segments with higher revenue margins.
• Hired and trained new employees to reduce overall store turnover by 20% and ensure a consistent customer experience in line with corporate branding.
• Achieved an average 9.0/10.0 customer experience rating on secret shopping scores and rapidly set the area store standard on operational excellence.
• Managed the operations of three additional area stores on a rotational basis, ensuring alignment in branding, store marketing, customer experience and overall store presentation.

Master'S Degree, General Leadership

Ba, Liberal Arts, Communications

Associates, Business