Amy Serrano
Lake Villa,IL
Summary
Organized and dependable candidate successful at managing complex multiple priorities with a positive attitude. Highly skilled at fostering cross-functional relationships to drive business development. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Client Service Account Manager
STERIS
Mentor, OH
08.2014 - Current
- Oversee SPM software upgrades and deliver on-site or web-based training for over 90 customers.
- Identified upselling opportunities within existing accounts, resulting in increased contract value and overall revenue growth.
- Provided ongoing support and guidance to clients throughout all stages of their engagement with the company, demonstrating genuine interest in their success and fostering long-lasting partnerships.
- Conducted regular client reviews to assess performance, identify areas for improvement, and recommend actionable insights for enhanced results.
- Provide consultative support for software best practices and industry standards.
- Served as the primary point of contact for assigned clients, consistently delivering exceptional service levels and building trust through open communication channels.
- Facilitated open lines of communication between internal teams and client representatives, ensuring timely updates on project progress and achievement of agreed-upon milestones and report progress to cross-functional teams.
- Resolve customer issues promptly, contributing to high customer advocacy and references.
- Collaborated with cross-functional teams to develop customized solutions tailored to the unique needs of each client.
- Coordinated resources across various departments to ensure seamless service delivery throughout the lifecycle of each project engagement.
- Negotiated contract renewals while maintaining strong margins, securing continued business with key clientele.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed accounts to retain existing relationships and grow share of business.
- Documented all customer interactions and activities in Salesforce.
Sterile Processing Supervisor
Advocate Condell Medical Center
Libertyville, IL
09.2007 - 08.2014
- Managed budgets effectively while achieving cost savings through strategic planning and resource allocation.
- Managed sterilization of trays for a Level 1 Trauma Hospital with over 500 surgical procedures monthly.
- Improved patient safety by rigorously monitoring sterilization processes and ensuring adherence to established guidelines.
- Stayed current on latest industry trends regarding sterilization techniques by attending conferences or workshops which contributed to the department''s overall knowledge base.
- Trained new employees in sterile processing techniques, leading to faster onboarding and reduced errors.
- Collaborated with surgical teams to ensure timely delivery of well-maintained instruments for optimal surgery outcomes.
- Participated in cross-functional meetings with other hospital departments to improve communication and collaboration in patient care efforts.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
Purchasing Manager
Cardinal Health
Waukegan, IL
08.2004 - 09.2007
- Sourced vendors, built relationships, and negotiated prices.
- Purchased new products and oversaw inventory stocking and availability.
- Managed supplier relationships to ensure timely delivery of products and services.
- Achieved cost savings by negotiating contracts and pricing with suppliers.
- Established long-term agreements with strategic suppliers, securing favorable pricing and delivery terms.
- Managed over $50K in supplier accounts
- Managed and directed supplies made and shipped from China on a quarterly basis.
- Coordinated paperwork, updated spreadsheets, and maintained permanent records.
- Collaborated with cross-functional teams to identify cost-saving opportunities in the supply chain.
Director Central Sterile Supplies
Evanston Northwestern Healthcare
Evanston, IL
06.2001 - 09.2003
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
Education
MBA - Business Administration
Webster University
St Louis, MO06.2001
Bachelor of Science - Hospital Administration
Southern Illinois University Carbondale
Carbondale, IL06.1996
Skills
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Time Management
- Self Motivation
- Client Relationship Management
- Sales processes
- Database Management
Additional Information
Volunteer monthly as a Eucharistic Minister and Lector at Prince of Peace Catholic Church.
Member of the Prince of Peace Health Education Ministry.
Timeline
Client Service Account Manager
STERIS
08.2014 - Current
Sterile Processing Supervisor
Advocate Condell Medical Center
09.2007 - 08.2014
Purchasing Manager
Cardinal Health
08.2004 - 09.2007
Director Central Sterile Supplies
Evanston Northwestern Healthcare
06.2001 - 09.2003
MBA - Business Administration
Webster University
Bachelor of Science - Hospital Administration
Southern Illinois University Carbondale