Gordon Mclaughlin Email & Phone Number

Parsonsfield, Me, Us

New Hampshire & Maine

Business Consulting providing expert advice on DMEPOS regulations,, compliance, credentialing and the framework for establishing supplier quality standards.

Manchester, Nh

Oversee all operational functions at all OrthoCare Medical Equipment offices. Focused on the establishment of day-to-day operations and the development of corporate and operational strategies. Provide leadership, management and vision necessary to ensure that OrthoCare Medical has the proper operational controls, administrative and reporting procedures.• Effective growth of the organization ensuring financial strength and operational efficiency.• Ensure quality control of the company’s output as it pertains to customer acquisition and delivery of services.• Responsible for Quality assurance programs, operational goals and objectives.• Build positive and lasting relationships between OrthoCare Medical and its customers.OrthoCare DME Made Easy

Program Manager of HR Benefits Call Center devoted to HR Benefits Services servicing a population of 190,000 Department of the Navy civil servants. Responsible for the management of all employees, performance metrics and facility in East Machias, Maine• Introduced and established standard key performance indicators used for industry wide contact center metrics to evaluate personnel performance and SLA obligations of the Navy’s contract.• Enhanced quality of service and calls by review and change of current operating procedures, work environment and sub standard employee performance to increase overall customer satisfaction rating of 97%.• Establish consistent objectives, coaching methods and conducted process mapping to streamline effectiveness and efficiency producing 58 second wait times, increased calls answered and lowered abandon rates from 39% to 2.9%.• Improved process times and quality of service provided for Federal Life Insurance, Health benefits, Thrift Savings plan, Leave with out pay and Continuation of coverage for 190,000 civilian employees, spouses and children for the Department of the Navy.• Conducted monthly meetings with the Department of the Navy to review quality of service, performance metrics and achieved an exceptional rating in the Governments CPARS (Contractor Performance Assessment Rating System)• Developed and implemented a contingency and continuity of operations plan to address operational outages, system failures and disaster planning for alternate operations.

Senior Manager in HR Benefit Services leading a team of 30 specialist for resolution of complex plan issues for health, life and payroll. Collaborated with business partners on refocusing team strategies, business structure realignment while continually refining and improving the service experience of the customer. • Designed and deployed a new customer service model across all Human Resource call centers. Call center reps “One and Done” rate (resolve customer issues without back office ticket) increased from 84% to over 95%. Achieved a back office work requests reduction of 58% resulting in a total cost savings of $2.3 million. • Implemented process controls and developed an MBF to report on achieve improvement results of 75% fewer process handoffs, 57% increase in resolution cycle time and a 39.1% increase in key quality drivers for accuracy and timeliness. Cost savings of 1.1 million• Exceeded the % of green client target by 3.6% with 89.1% green clients reducing monthly service fees paid for missed service level agreements. Improvements to streamline transactional processing resulted in improved CPP (cost per participant) of 6.3% favorable to target.• Responsible for query based system data analysis and report writing to monitor workflow, evaluate call center performance and identify trends or problems for resolution.• Handled highly charged customer escalations providing customer feedback, follow up and call center associate coaching to prevent re-occurrence and conflict resolution.• Ensured team met call center operational standards while directing work and improving quality service to Fidelity’s largest client of over 500,000 plan participants.• Evaluated, Coached and Trained associated on call attributes and call center adherence to HIPAA & PHI• Partnered with Toronto call center of 300 employees for Tier I & II training and improve key drivers of satisfaction for the Union Auto Workers (UAW) during contract client negotiations.

Planning and Logistics Manager for Axcelis Technologies using LEAN techniques, implemented significant process improvement for world wide inventories and order fulfillment of service parts while managing 15 specialist for production MRP planning, Purchasing and Reverse logistics while resolving service issues for legacy equipment, upgrade requirements and repair product services.• Collaborated with marketing to create and implement an exchange program to support customer repair business. The new product offering increased repair sales by 10% and reduced the standard repair cycle time from 50 days to shipment within 2 days.• Participated on cross-functional team to evaluate and test new software to interface between reorder point system and MRP. Implemented new planning methods which resulted in a 20% global reduction of excess inventory while reducing past due shipments by 40%.• Supported the development and implementation of sourcing strategies, supported manufacturing operations, and negotiated pricing contracts and supply agreements for assigned commodities and services in collaboration with other functional business departments.• Worked closely with Engineering, R&D and Production to analyze inventory consumption and set stocking levels and ROP’s to support the production plan and global inventory targets. • Responsible for managing suppliers, purchase order placement, work order creation, WIP, master schedule inputs, inventory accuracy, bills of material and other inventory planning data.• Ability to follow written directives and balance assignments for high profile , time sensitive projects to delivery clear direction for process improvement and issue resolution.• Responsible for query based system data analysis and reporting for performance scorecards, workflow and KPI’s• Managed all Call Center Tier II customer escalations, identified equipment failures, provided feedback and resolution within 24-hour goal.

Customer Support Specialist and Quality Team Leader at Curtin Matheson Scientific, I provided exceptional service in a high volume call center for customer order processing of life science and industrial laboratory supplies. As the team leader I facilitated new hire training in call center operations, systems, products as well as Total Quality Management concepts.• Responsible for processing customers inquiries and order placement in a high volume call center taking an average of 60 inbound calls per daily with an average handle time of < 7 minutes per call.• Obtained a decentralized blanket purchase agreement (DBPA) for all US Government armed forces medical facilities allowing procurement of supplies to be ordered simply against the BPA with no further approval or documentation required. • Received Chairmanship award from parent company FISONS Pharmaceuticals for providing superior customer service and contributions to northeast territory growth.• Extensive travel to all US Call Centers to facility training on call center operations, TQM to support and drive customer satisfaction and company’s application for the Malcolm Baldrige award. • Responsible for data reporting and communication of performance results providing suggestive resolution to improve quality standards and key drivers of customer satisfaction.• Managed clinical and industrial clients for three New England states following work protocols, quality and laboratory CLIA standards.

Diploma, Business Studies

Course Work, Business Management

Course Work, Electrical Engineering

Six Sigma Green Belt Training and Certification, Beverly MA