Promoted to improve customer satisfaction and operational management across two sites by developing the vision and providing direction for Specimen Management and Laboratory Client Services. Offers a high level of customer service on every interaction, quickly resolving issues in order to strengthen client relationships. Coaches and directs more than 21 customer service professionals over two shifts, developing goals and measuring their performance to ensure quality standards are met. Bridges communication between the Client Services team and the Lab in an effort to provide world-class customer service to internal and external clients, including clinics, hospitals and physician practices. Leverages clinical expertise and business acumen in identifying process improvement opportunities to enhance productivity and profitability of the department. - Increased customer satisfaction by championing process improvement projects using lean methodologies which reduced transport time and errors. - Reduced overtime costs 50% by developing a productivity model to ensure proper staffing levels.- Improved productivity and reduced manual errors by automating an electronic data management system to manage documentation of test sent to reference laboratories.- Reduced vendor expenses $250,000 in 2013 (Projected) as project leader who ensured terms of new contract with a primary lab partner were met.- Instrumental in modernizing Fairview Laboratories by championing the implementation of multiple software systems.

Drove operational excellence of two clinical laboratories by ensuring world-class clinical care, customer service and profitability. Coached and developed 15 team members, including staff pathologists, fellows, residents and students. Cultivated relationships with clinicians, nurses and senior management to identify opportunities to transform lab processes and procedures to meet their continuously changing needs and medical advancements. Applied knowledge of federal and local regulations to ensure compliance and quality. Identified and selected new lab talent, ensuring proper staffing levels. - Increased diagnostic ability decreased wait time for results and increased customer satisfaction through the implementation and maintenance of key IT systems and clinical software. - Reduced costs more than 16% by redesigning lab processes to improve metrics, such as materials used and staff costs per test.- Created new market demand through technology advancement, driving revenue and profitability for Fairview, with the development of eight color flow cytometry which resulted in faster testing and diagnostics.

Held this position with increasing leadership and responsibilities. Evaluated GYN and Non-GYN specimens for infectious agents, benign, pre-malignant and malignant conditions. Performed pre-analytical, analytical and post-analytical problem resolution, creating new technology to improve revenue and profitability for Fairview. Conducted scientific research, presented posters at national meetings and published in peer reviewed journals. Resolved customer issues quickly to strengthen relationships. Continually evaluated workflow and implemented process improvements to increase efficiencies in the lab. - Implemented a highly profitable, liquid based pap test technology and UroVysion® bladder cancer test that produced better clinical outcomes for patients. - Selected to perform supervisory duties because of demonstrated leadership skills and clinical knowledge.

Evaluate GYN and Non-GYN specimens for infectious agents, benign, pre-malignant and malignant conditions.Top performer in both diagnostic accuracy and productivity.Partnered with staff pathologists, fellows and residents in scientific research.Produced study set material for educating pathology residents and fellows.Trained pathology residents and fellows in GYN evaluations.