Personal Profile
As an experienced leader and innovative resource manager, I have a proven track record in project management, customer relationship management, planning, budgeting, associate training, and quality control. I excel in managing both small teams and large, diverse groups, instilling confidence in my ability to achieve common goals. My skills in motivating individuals and fostering a culture of teamwork through coaching, mentoring, proactive counseling, conflict resolution, and effective communication further demonstrate my leadership abilities.
As an experienced leader and innovative resource manager, I have a proven track record in project management, customer relationship management, planning, budgeting, associate training, and quality control. I excel in managing both small teams and large, diverse groups, instilling confidence in my ability to achieve common goals. My skills in motivating individuals and fostering a culture of teamwork through coaching, mentoring, proactive counseling, conflict resolution, and effective communication further demonstrate my leadership abilities.
Work Experience
Aug 2023 - Oct 2024
Principle Customer Experience Professional
Honeywell, Cartersville, GA
(Contract) Supports the strategic business group and ensures the achievement of Safety, Quality, Inventory, Delivery and Cost metrics within the manufacturing organization. An information collection point between managers and staff, and works with materials management, quality, sales, and engineering teams to resolve various challenges on shop floor. A liaison between internal and external stakeholders.
Mar 2019 - Jul 2023
Technical Support Supervisor
DEXIS, Alpharetta, GA
I managed the daily operations of frontline Telephone Technical Support to dental practices using DEXIS digital x-ray systems for patient diagnosis and treatment. I consistently met and exceeded customer Service Level Agreements and KPIs, demonstrating my commitment to high performance. My role included Technician Hiring, Payroll Reporting, Coaching , Mentoring, scheduling, conflict resolution, and planning. I also oversaw and ensured the proper execution of key quality system elements such as complaint reporting, case documentation, change management, CAPA, regulatory and notified body audits, internal audits, and quality system management review.
Sep 2015 - Mar 2019
Manager, Client Services
CVENT, Atlanta, GA
I managed the daily operations of a client-focused team providing Event Management industry call center support. I ensured that client SLAs and quality targets were consistently met, including metric reporting, scheduling, conflict resolution, and root cause analysis. My success in managing this team demonstrates my strong client management skills.
Feb 2015 - Sep 2015
Consultant
Dental Imaging Technologies Corp (DITC), Alpharetta GA
A contract position for engineering, development, and on-site customer support for assigned medical devices.
Jan 2013 - Sep 2014
Technical Program Manager
Danaher Dental Imaging, Alpharetta GA
I managed projects and supported Kavo Kerr Group business units in planning and delivering new applications and technologies to meet customer needs. I collaborated closely with Product Development, Quality Assurance, Marketing, and Sales teams to collect Voice of the Customer (VOC) inputs and analyze supporting data. This effort aimed to drive improvements in medical devices and enhance healthcare delivery.
Jan 2009 - Jan 2013
Manager, Imaging Field Service
Danaher Dental Imaging, Alpharetta GA
I expanded my previous role at DEXIS to include providing onsite technical services and consulting for Gendex and Imaging Sciences International customers located east of the Ohio River, which also encompasses Canada and Puerto Rico. I oversaw the daily operations of Field Service Technicians and ensured that team members were cross-trained on new equipment to meet the growing demands of our customers.
Mar 2003 - Jan 2009
Manager, Field Support Services
DEXIS, LLC, Alpharetta, GA
(formerly ProVision Dental Systems, later acquired by Danaher Dental Imaging)
Jan 2001 - Mar 2003
Manager, Call Center
ProVision Dental Systems, Alpharetta, GA
Oversaw daily operations of a telephone support team for digital X-ray system owners. Exceptional personnel management skills were crucial in enhancing employee morale in a demanding environment, resulting in consistently outstanding customer service ratings.
Sep 2000 - Dec 2000
Technical Recruiter
H.T. Prof, Kennesaw, GA
Completed the life-cycle recruiting process by sourcing and identifying candidates, screening resumes, and attracting qualified staff in specific functional areas to meet search requirements. Utilized strategic recruiting methods to effectively fill search assignments.
Aug 1996 - Sep 2000
Dental Superintendent / CSSO
U.S. Air Force, 81st Medical Group, Keesler AFB, MS
I directed human resources, training, information security, budget utilization, and daily clinical operations for the second-largest Air Force dental service. This facility served as a designated Ambulatory Care treatment center operating under medical guidelines set by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO). It included a comprehensive two-year General Dentistry Residency program and offered preventive and restorative dental care across all specialties, from pediatric to geriatric dentistry, with a staff of 146 military and civilian members.
Jul 1993 - Aug 1996
Dental Superintendent
U.S. Air Force, 48th Medical Group, RAF Lakenheath, UK
I received a mid-tour promotion to oversee support operations, dental information systems, and clinical management activities at the Regional Dental Consultant Center for England. I managed a team of 119 military and civilian personnel across two dental facilities.
Nov 1994 - Jan 1996
Product Representative
Military Sales & Service Company, HQ in Dallas, TX
Part-time contract employment as an in-store sales representative at RAF Lakenheath Base Exchange for AST and Digital computers. Provided guidance on product sales and after-sales technical support to customers regarding vendor hardware and software issues.
Aug 1991 - Jul 1993
Superintendent Area Dental Laboratory
U.S. Air Force, 2nd Medical Group, Barksdale AFB, LA
Oversaw human resources and managed the administrative support functions of the largest Air Force dental laboratory, which serves 126 Department of Defense facilities worldwide.
Aug 1985 - Aug 1991
NCOIC, Area Dental Laboratory Logistics
U.S. Air Force, 2nd Medical Group, Barksdale AFB, LA
I provided day-to-day logistical oversight for the largest Air Force dental lab. I managed the account spending and consumption of over 900 items used in the fabrication of dental prostheses, establishing and maintaining realistic supply levels.
Aug 1981 - Aug 1985
Master Instructor Dental Laboratory Technology
U.S. Air Force, School of Healthcare Sciences, Sheppard AFB, TX
Trained entry-level military personnel in basic dental laboratory procedures up to the apprentice level. Instructed career technicians in advanced techniques for Removable Partial Dentures and Orthodontics.
Aug 2023 - Oct 2024
Principle Customer Experience Professional
Honeywell, Cartersville, GA
(Contract) Supports the strategic business group and ensures the achievement of Safety, Quality, Inventory, Delivery and Cost metrics within the manufacturing organization. An information collection point between managers and staff, and works with materials management, quality, sales, and engineering teams to resolve various challenges on shop floor. A liaison between internal and external stakeholders.
Mar 2019 - Jul 2023
Technical Support Supervisor
DEXIS, Alpharetta, GA
I managed the daily operations of frontline Telephone Technical Support to dental practices using DEXIS digital x-ray systems for patient diagnosis and treatment. I consistently met and exceeded customer Service Level Agreements and KPIs, demonstrating my commitment to high performance. My role included Technician Hiring, Payroll Reporting, Coaching , Mentoring, scheduling, conflict resolution, and planning. I also oversaw and ensured the proper execution of key quality system elements such as complaint reporting, case documentation, change management, CAPA, regulatory and notified body audits, internal audits, and quality system management review.
Sep 2015 - Mar 2019
Manager, Client Services
CVENT, Atlanta, GA
I managed the daily operations of a client-focused team providing Event Management industry call center support. I ensured that client SLAs and quality targets were consistently met, including metric reporting, scheduling, conflict resolution, and root cause analysis. My success in managing this team demonstrates my strong client management skills.
Feb 2015 - Sep 2015
Consultant
Dental Imaging Technologies Corp (DITC), Alpharetta GA
A contract position for engineering, development, and on-site customer support for assigned medical devices.
Jan 2013 - Sep 2014
Technical Program Manager
Danaher Dental Imaging, Alpharetta GA
I managed projects and supported Kavo Kerr Group business units in planning and delivering new applications and technologies to meet customer needs. I collaborated closely with Product Development, Quality Assurance, Marketing, and Sales teams to collect Voice of the Customer (VOC) inputs and analyze supporting data. This effort aimed to drive improvements in medical devices and enhance healthcare delivery.
Jan 2009 - Jan 2013
Manager, Imaging Field Service
Danaher Dental Imaging, Alpharetta GA
I expanded my previous role at DEXIS to include providing onsite technical services and consulting for Gendex and Imaging Sciences International customers located east of the Ohio River, which also encompasses Canada and Puerto Rico. I oversaw the daily operations of Field Service Technicians and ensured that team members were cross-trained on new equipment to meet the growing demands of our customers.
- Additionally, I created and implemented Field Service Training and Proficiency records, as well as work instructions, to ensure that all members of the Imaging Field Service team received ongoing documented training.
- As a Project Manager, I successfully led the major migration of the DEXIS, Gendex, and Imaging Science International product lines from the BPCS legacy ERP system to SAP. This successful data migration prompted the Imaging Executive Team to select me to also oversee the physical relocation of the DEXIS and Gendex manufacturing facility assets from Des Plaines, IL, to their new location in Hatfield, PA.
Mar 2003 - Jan 2009
Manager, Field Support Services
DEXIS, LLC, Alpharetta, GA
(formerly ProVision Dental Systems, later acquired by Danaher Dental Imaging)
- Planned and implemented the deployment of a new Field Service Team to provide onsite technical service and consulting for dental digital x-ray customers across the continental U.S. The team consistently met or exceeded Key Performance Indicator (KPI) metrics, achieving an onsite resolution success rate of over 96 percent.
- Created a field workload management system to coordinate site scheduling and monitor account spending, resulting in team travel costs consistently remaining more than 31 percent below the monthly budget.
- Developed and implemented a database to collect and manage medical device complaints. This tool was utilized by Telephone and Field support teams to provide timely Quality Assurance metric data and comply with FDA regulatory requirements.
- New Products - Coordinated internal testing and external evaluation of new medical devices prior to launch. This included screening and selecting beta sites to ensure successful product rollouts.
- Sales - Offered direct sales closing support to regional sales managers and warranty renewal teams, including visits to prospects and current owners. Achieved success in new equipment sales, service upselling, and customer retention.
- Project Manager - Used Microsoft Project to provide executive leadership with comprehensive visual management, reporting, and updates on the physical relocation status of DEXIS manufacturing from Redwood City, CA, to Des Plaines, IL.
- Quality Representative - Took a proactive leadership role in preparing the DEXIS Alpharetta facility for a significant audit. Ensured that all Corrective and Preventive Action (CAPA) requirements were met, Individual Corrective Action Reports (ICARs) were closed promptly, and the Master Control document control system maintained accurate information.
- DBSL (Danaher Business System Leader) - Actively applied Danaher Business System (DBS) Lean tools and principles to daily work center management and successfully met the requirements for TPI Black Belt certification.
Jan 2001 - Mar 2003
Manager, Call Center
ProVision Dental Systems, Alpharetta, GA
Oversaw daily operations of a telephone support team for digital X-ray system owners. Exceptional personnel management skills were crucial in enhancing employee morale in a demanding environment, resulting in consistently outstanding customer service ratings.
Sep 2000 - Dec 2000
Technical Recruiter
H.T. Prof, Kennesaw, GA
Completed the life-cycle recruiting process by sourcing and identifying candidates, screening resumes, and attracting qualified staff in specific functional areas to meet search requirements. Utilized strategic recruiting methods to effectively fill search assignments.
Aug 1996 - Sep 2000
Dental Superintendent / CSSO
U.S. Air Force, 81st Medical Group, Keesler AFB, MS
I directed human resources, training, information security, budget utilization, and daily clinical operations for the second-largest Air Force dental service. This facility served as a designated Ambulatory Care treatment center operating under medical guidelines set by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO). It included a comprehensive two-year General Dentistry Residency program and offered preventive and restorative dental care across all specialties, from pediatric to geriatric dentistry, with a staff of 146 military and civilian members.
- I was responsible for compliance-driven Quality Assurance, customer relations, and oversight of the self-inspection program. I prepared the provider staff for the JCAHO evaluations held in June 1997 and May 2000.
- Additionally, I provided operational direction for ancillary functions such as project management, facility management, environmental safety, supply chain discipline, patient advocacy, and continuous process improvements.
- As the Medical Manpower Team Chief, I was responsible for team assignments, disaster preparedness, and the utilization of over 600 healthcare personnel not assigned to specialty teams. This included managing triage teams, site setup, patient vehicle loading and transport, patient movement from disaster sites and within the medical treatment facility, search and recovery operations, and support for the Medical Command Center.
Jul 1993 - Aug 1996
Dental Superintendent
U.S. Air Force, 48th Medical Group, RAF Lakenheath, UK
I received a mid-tour promotion to oversee support operations, dental information systems, and clinical management activities at the Regional Dental Consultant Center for England. I managed a team of 119 military and civilian personnel across two dental facilities.
- I also developed an advanced database application for dental lab management and training that has been adopted as a management tool in over 20 Department of Defense dental labs.
- Additionally, I served as the Disaster Control Group Non-Commissioned Officer (NCO) and acted as the on-scene command representative for the RAF Lakenheath Regional Medical Center. In this role, I was responsible for coordinating available medical resources, including beds, vehicles, alternate medical facilities, and healthcare providers, as well as managing patient transport to ensure they reached the appropriate treatment teams during natural or wartime disasters.
Nov 1994 - Jan 1996
Product Representative
Military Sales & Service Company, HQ in Dallas, TX
Part-time contract employment as an in-store sales representative at RAF Lakenheath Base Exchange for AST and Digital computers. Provided guidance on product sales and after-sales technical support to customers regarding vendor hardware and software issues.
Aug 1991 - Jul 1993
Superintendent Area Dental Laboratory
U.S. Air Force, 2nd Medical Group, Barksdale AFB, LA
Oversaw human resources and managed the administrative support functions of the largest Air Force dental laboratory, which serves 126 Department of Defense facilities worldwide.
- As Project Manager, I planned, coordinated, and managed the deployment of a procurement project under the Fast Capital Investment Fund Program (FASCAP). Additionally, I implemented an innovative local area network (LAN) with barcode scanning technology to enable real-time tracking of dental laboratory cases and effective workload management.
Aug 1985 - Aug 1991
NCOIC, Area Dental Laboratory Logistics
U.S. Air Force, 2nd Medical Group, Barksdale AFB, LA
I provided day-to-day logistical oversight for the largest Air Force dental lab. I managed the account spending and consumption of over 900 items used in the fabrication of dental prostheses, establishing and maintaining realistic supply levels.
- As the Safety Non-Commissioned Officer (NCO), I developed a user preventive maintenance program, monitored the maintenance of all medical equipment, and tracked facility work requests to ensure timely completion. I also managed the Environmental Safety Program, which included maintaining Material Safety Data Sheets (MSDSs) and overseeing the HAZCOM training program for the safe disposal of hazardous materials.
- Additionally, I developed a comprehensive relational supply management system using Microsoft Access. This system automated supply inventory, ordering, and monitoring of account spending.
Aug 1981 - Aug 1985
Master Instructor Dental Laboratory Technology
U.S. Air Force, School of Healthcare Sciences, Sheppard AFB, TX
Trained entry-level military personnel in basic dental laboratory procedures up to the apprentice level. Instructed career technicians in advanced techniques for Removable Partial Dentures and Orthodontics.
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