Achieved several management levels with increasing responsibility. As General Manager, oversaw multifunctional departments across 6 unique product lines and managed supervisors, technical service personnel, technical writers, office support, and customer support staff. Managed daily call flow from nationwide customer base averaging 60,000 calls per month. Oversaw parts sales and returns, FDA mandated product upgrades, and training for one of the company’s largest staffs with 80 employees plus training curriculum for entire provider network. Professional milestones include:Staff Development & TrainingEnhanced efficiencies and streamlined operational costs by hundreds of thousands of dollars by creating department’s first cross-training program. Developed a new hire and employee mentoring program. Launched processes to address new industry regulations for product care, documentation, and repairs.Implemented company-wide weekly training modules focused on customer service skills. Business Process OptimizationExecuted automated procedures and KPIs for service, order processing, returns, payment authorizations, and fee tracking. Department achieved lowest hold time in the industry and was recognized by rehab specialists as the best in the industry for customer service and technical support. Steered a 45,000 item parts pricing project to transform accuracy of parts pricing and create more incentives for customers to order online. New program resulted in cost reduction, revenue gain, and greater manpower productivity.Built a process to document first time quality issues for products and a daily report to track issues and complaints by product line that was used for forecasting, training, and product improvement.Developed department’s technical service procedure manual that was used to improve consistency and drive training initiatives.Renovated department workspace to achieve a more ergonomically correct and cost efficient work environment.