Barbara Daigle Email & Phone Number

Indialantic, Florida

Amsterdam, Noord-Holland, NL

• Dual role was created to build a strong professional relationship and trust with highly escalated customers. Main point of contact for all communications between the customer and Philips stakeholders
• Work directly with Operations and Clinical Managers, Hospital Administrators, physician’s and Clinical Staff with ongoing improvements to digital reporting system
• Deliver onsite application and technical support for Philips Hemodynamic equipment and software across all Cath Labs.
• Install new equipment and software. Upgrade existing hardware and software as part of the customers SLA.
• Apply best practice methodology and LEAN Basics to facilitate improvement for clinical, operational, and financial initiatives.
• Assist customer with planning and training for software upgrades. Provide the Go Live support. Single point of contact between customer and Philips.

Amsterdam, Noord-Holland, NL

• Expert responsible for the B2B client support and service KPI metrics. Ensures standards of business processes, policies and quality values are implemented. Demonstrates LEAN principles including daily management and.
• Led and engaged with multiple projects as part of new business startup within Philips.
• Perform monthly KPI Product Quality Metric trend reports for global executive teams.
• Lead customer and employee experience project of developing survey questions, managed outgoing surveys and incoming responses. Created complex analysis trends to assure high level of reactivity and problem resolution.
• Aligned interdepartmental documents and policies using ITIL guidelines to successfully pass audit for ISO 27001 and ISO 19001 certifications.

Amsterdam, Noord-Holland, NL

• Managed master SCS global business objectives to drive compliance, effectiveness and productivity of assigned teams.
• Led global initiative to harmonize KPI performance metrics across NA, EMEA and APAC regions for technical support services.
• Exceeded business goals on cost savings by improving supply chain processes, correcting customer equipment and entitlement data in SAP and designed process for onsite audits of customer equipment.
• Expanded technical support staff training opportunities.
• Provided executive teams with customer experience dashboards from raw data by conducting root cause analysis for corrective action solutions on performance and/or ticket management issues.

Amsterdam, Noord-Holland, NL

• Led multiple prominent projects to align technical support with corporate SLA initiatives. Managed risks and identified growth opportunities. Partnered with financial resources to facilitate resolution of multiple.
• Prepared and managed all aspects of SOW’s and OLA’s for internal Philips B2B support as well as external 3rd party vendors and distributors.
• Improved customer experience and loyalty by addressing inquiries and complaints quickly in a professional and courteous manner.
• Effectively managed commitments and expectations to customer satisfaction during transition to support process. Ensured support service delivery aligned with contract entitlements.
• Developed analysis trend reports derived from raw company data to track continuous improvement opportunities and established control charts of ongoing process performance.
• Provided detailed analysis with actionable solutions from customer survey responses. Established successful Close-the-Loop process.

Amsterdam, Noord-Holland, NL

• Worked effectively with sales and implementation teams to ensure software and hardware solutions were aligned with customer needs and expectations.
• Participated in pre-sales process with sales team for major proposals.
• Assumed lead role assigned to complex projects and highly escalated customers; enabled the success of the installation team.
• Consulted with customers on workflow, performed software configuration and delivered end user training. Supported customers in the use and growth of their system.
• Designed new software applications for Vascular Ultrasound and Cardiac Nuclear Medicine Reporting that Philips added to their catalog.

Cardiovascular Diagnostic Ultrasound

Associate Of Science (A.S.), Cardiovascular Technology/Technologist