Customer Operations Manager
Current• 16+ years’ experience leading the Managed Print Service operations program at the country’s largest health company.• Effectively manage, coordinate, and evaluate business organizations using statistical reporting to support budget and capital planning decisions.• Organize and manage multiple concurrent project schedules into manageable activities and milestones for customer team members and internal team members.• Create and manage reports to ensure visibility of effectiveness in reducing operating costs.• Built an effective and strong relationship within the organization by accepting and successfully completing additional or out-of-scope operational tasks.• Monitor contractual obligations on support and supply to the customer, managing multi-million-dollar supplies and parts program.• Decreased customer operational costs by at least $1 million per year using data analysis and team collaboration.• Flexible and dynamic to change priorities quickly and assess new requirements and build the proper team to properly address the situation.• Employed best practices and operational policies and guidelines, to ensure team performance and support the technology needs of the company and customer.• Trained multiple team leaders to build on the original success and expand the profitability and customer satisfaction to other large clients.• Regularly evaluating controls and processes to ensure Operational Excellence. To reduce costs and increase value to the customer and internally.• Helped develop and coordinate business review meetings internally and to the customer. Provide the statistical validation of root cause analysis as well as decreases in costs.• Regularly partner with different groups to support reporting and next steps in developing programs and products.• Delivered operational excellence for 16 years reducing costs by more than 50%.• Reduced customer fleet maintenance costs by more than 50%.
