Cindy Steffen Email & Phone Number

Pittsburgh, Pennsylvania, United States

Greater Pittsburgh Area

• Strategically led the Radiology equipment and software service division as a senior leadership member of the U.S. leadership team, responsible for a $745 million annual sales quota. Directed 180 employees across field and internal operations, overseeing strategy formulation, training, and execution to exceed financial targets. Achieved $103 million in annual service revenue, supporting the delivery of 33,000 radiology devices across the U.S., while optimizing performance and delivering exceptional service.• Managed P&L operations for a $100 million + service portfolio, including OEM, GPO, national healthcare organizations, and hospital service contracts, renewals, installations, maintenance, and parts. Demonstrated fiscal acumen and strategic vision, ensuring financial health and driving growth initiatives. Implemented cost-savings measures and revenue optimization strategies, resulting in sustained profitability and positioning the organization as an industry leader.• Owned and monitored strategic planning and execution for the service team, aligning with organizational goals. Implemented robust performance metrics and KPIs to track progress and drive improvements. Optimized service delivery through proactive analysis and strategic partnerships, enhancing customer satisfaction and operational efficiency. • Directed and optimized a multidisciplinary service team, including field service engineers, technical assistance, software management, cybersecurity & connectivity, customer support, contract management, technical and operations excellence, and device order project management. Spearheaded strategic initiatives to streamline processes, enhance efficiency, and elevate service quality.• Business lead and main point of contact for U.S. Service national accounts, providing strategic input on customer planning, contract strategy, marketing services, and field activation. Oversaw preparation and execution of C-suite meetings and business strategy reviews.

Greater Pittsburgh Area

• Provided strategic leadership and management for the successful delivery of clinical services, ensuring the success of the entire radiology portfolio within the U.S. healthcare environment.• Provided strategic leadership and coaching to clinical operations managers and specialists, ensuring high-quality device and software training across North America. Ensured compliance with all quality, regulatory, and legal requirements. Delivered comprehensive training to the clinical team, enhancing customer support, imaging protocol optimization, operational efficiency, and adherence to industry standards.• Established clinical performance call center and virtual training program, delivering efficient and personalized clinical training. Tailored programs to individual customer learning preferences, enhancing training effectiveness, improving customer satisfaction, and increasing operational flexibility, solidifying our reputation as a leader in clinical education and support.

Greater Pittsburgh Area

• Led the development and execution of comprehensive marketing brand activation strategies, including trade shows and conferences, to enhance brand visibility and market penetration. Oversaw cross functional teams, developed innovative campaigns, and implemented efficient processes to achieve organizational objectives.• Managed and optimized inside sales operations, achieving consistent outstanding performance for 11 consecutive years. Surpassed annual targets, generating $15 million in device sales and $58 million in service revenue. Identified and capitalized on 1,000 new sales opportunities, driving revenue growth and market expansion. Demonstrated dedication to exceeding goals, fostering partnerships, and delivering exceptional customer value, significantly contributing to radiology device success and market growth.• Collaborated with national sales team to analyze market data and sales performance to create and implement campaigns including marketing materials, sales tools and performance analytics, to improve sales effectiveness, brand identify and overall business results.• Led the end-to-end development of an innovative e-commerce platform for radiology, ‘MyOrders’, streamlining the ordering process for equipment and disposables. Directed cross-functional teams from conceptualization to implementation, ensuring seamless integration with existing systems. Delivered a user-friendly interface that significantly enhanced efficiency, customer satisfaction, and revenue generation.

Pittsburgh, Pennsylvania, United States

• Spearheaded the establishment and growth of the first inside sales team for radiology devices. Recruited, trained, and managed a high-performing team of inside sales representatives. Developed and implemented a comprehensive sales strategy and business plan, establishing effective sales processes, workflows, incentive compensation plan, and performance metrics.

Butler, Pennsylvania, United States

• Founded and developed Summit Dairy Queen, successfully launching and growing the franchise over three decades to achieve $1.5 million in annual sales by 2022.• Provided strategic oversight, financial management, and compliance, ensuring sustained business growth and high standards of customer satisfaction.• Led community engagement initiatives and supported the operational team to consistently achieve business objectives and deliver exceptional service.

Pittsburgh, Pennsylvania, United States

• Strategically led and guided diverse corporate leadership teams, overseeing comprehensive management and budgetary control for a national division. Directed operations encompassing inside sales, sales support, customer service, and technical training, overseeing a team of 140 professionals and managing a $5 million operating budget.• Pioneered the conceptualization, development, and marketing of groundbreaking sales, customer support, and service programs, positioning the organization as an industry leader. Spearheaded the launch of a 24-hour customer support team, resulting in a remarkable 6% monthly increase in inbound calls and significantly enhancing customer satisfaction levels. By driving innovation and responsiveness, transformed inside sales and customer service operations, and set new standards for excellence, fostering lasting loyalty and driving substantial business growth.• Architected the design, development and introduction of a state-of-the-art order management and product information interface, resulting in a streamlined, paperless call center and support operation. Increased agent productivity by 10%.• Redesigned organizational structures and operating plans. Introduced customer segmentation model along with reconstructed personnel, processes, and productivity measurements to support. Successfully increased customer satisfaction and reduced department operating cost projections while supporting 3-year average annual sales growth of 30%.• Played a pivotal role, as a member of a corporate acquisition team, integrating order processing, art and customer service operations from a Toronto-based Canadian supplier to Headquarters. This initiative significantly streamlined internal operations directly contributing to a remarkable 44% corporate sales growth in 2005.

Pittsburgh, Pennsylvania, United States

• Led comprehensive facility management, financial planning, and oversight across multiple departments, including residential life, student services, and counseling. • Managed two commercial buildings in downtown Pittsburgh, encompassing a 10-story high-rise with retail, office, classroom facilities and corporate kitchens, ensuring efficient operations and optimal resource utilization

Bs, Marketing

Activities and Societies: Phi Mu, Order of Omega

Master Of Business Administration - Mba, Business Administration And Management, General, 4.0