Steve Lamerson Email & Phone Number

• A Senior Global Customer Support Professional with extensive experience in operational management, and creating and executing strategic and tactical business initiatives. Managed P&L responsibilities while proficient at reducing costs. Expert in customer management and improving satisfaction and loyalty. Worked for large healthcare technology companies, successfully integrating organizations acquired through mergers and acquisitions. Excelled in employee management by developing and empowering high performing teams that share a vision and maximizing productivity.Skills and Abilities:Leadership / Operational Management / P&L Responsibilities / Customer Management / Cross-Organization Relationships / Lean Six Sigma Sponsor Trained / Product Readiness / Strategic Planning / Team Building / Resource Planning / Gap Analysis / Coaching / Mentoring / Customer Management / Performance Analysis / Communication Accomplishments:• Improved customer satisfaction scores from 8.0 to 9.3/10 and awarded multiple ACE “Achievement of Customer Excellence” awards by creating and defining improvement processes and procedures.• Effectively reduced overtime from 33% to 17% through a multi-step approach to gain efficiencies. • Effectively directed a newly integrated business unit into the organization increasing installation revenue by $3.5M.• Created and defined a professional development plan that decreased service repair time, improved communication and standardized troubleshooting processes.• Increased contractual on-site response time performance from 87% to 99%.• Decreased parts inventory from $50 million to $14 million annually by creating better diagnostic tools, eliminating poor troubleshooting practices, and replacing entire assemblies with component parts• Instituted proactive maintenance to trim reactive service demands and allow technicians to cover 25% more equipment, improve response from 6.6 to 2.5 hours, and increase on-time service from 90% to 98%

Listed skills include Cross Functional Team Leadership, Leadership, Process Improvement, Team Building, and 22 others.