Amy Serrano
Lake Villa
Summary
A highly organized and reliable candidate with the ability to effectively manage multiple priorities in a complex environment. Demonstrates a positive attitude and exceptional skills in fostering cross-functional relationships to drive business growth. Proven willingness to assume additional responsibilities to contribute to the team’s success.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Client Service Account Manager
STERIS
08.2014 - 04.2025
- Oversee the implementation and delivery of software upgrades for over 90 customers, both on-site and through web-based training.
- Manage the annual revenue of $300K, ensuring its continued growth and profitability.
- Identify and capitalize on upselling opportunities within existing accounts, resulting in increased contract values and overall revenue expansion.
- Provide comprehensive ongoing support and guidance to clients throughout their entire engagement with the company, demonstrating a genuine commitment to their success and fostering enduring partnerships.
- Conduct regular client reviews to assess performance, identify areas for improvement, and recommend actionable insights for enhanced results.
- Offer consultative support on software best practices and industry standards.
- Serve as the primary point of contact for assigned clients, consistently delivering exceptional service levels and building trust through open communication channels.
- Facilitate communication between internal teams and client representatives, ensuring timely updates on project progress and the achievement of agreed-upon milestones. Report progress to cross-functional teams.
- Resolve customer issues promptly, contributing to high customer advocacy and referrals.
- Collaborate with cross-functional teams to develop customized solutions tailored to the specific needs of each client.
- Coordinate resources across various departments to ensure seamless service delivery throughout the lifecycle of each project engagement.
- Negotiate contract renewals while maintaining strong profit margins, securing continued business with key clientele.
- Achieve sales goals and service targets by cultivating and securing new customer relationships.
- Manage accounts to retain existing relationships and expand the share of business within those accounts.
- Documented all customer interactions and activities in Salesforce.
- Remote in Illinois
Sterile Processing Supervisor
Advocate Condell Medical Center
09.2007 - 08.2014
- Efficiently managed budgets, resulting in cost savings through strategic planning and resource allocation.
- Oversaw the sterilization of trays for a Level 1 Trauma Hospital, performing over 500 surgical procedures monthly.
- Enhanced patient safety by implementing rigorous monitoring of sterilization processes and ensuring compliance with established guidelines.
- Remained abreast of the latest industry trends in sterilization techniques by attending conferences and workshops, contributing to the department’s overall knowledge base.
- Trained new employees in sterile processing techniques, facilitating faster onboarding and minimizing errors.
- Collaborated with surgical teams to ensure the timely delivery of well-maintained instruments for optimal surgical outcomes.
- Participated in cross-functional meetings with other hospital departments to enhance communication and collaboration in patient care initiatives.
- Developed and revised policies and procedures, ensuring compliance with HIPAA regulations, benefits administration, and general liability guidelines.
Purchasing Manager
Cardinal Health
08.2004 - 09.2007
- Sourced vendors, cultivated relationships, and negotiated favorable pricing.
- Acquired new products and oversaw inventory management, ensuring timely availability.
- Strengthened supplier relationships to guarantee timely delivery of products and services.
- Implemented cost-saving measures through contract negotiations and pricing optimization with suppliers.
- Established long-term partnerships with strategic suppliers, securing advantageous pricing and delivery terms.
- Oversaw supplier accounts exceeding $50,000.
- Coordinated the procurement and shipment of supplies from China on a quarterly basis.
- Ensured accurate documentation, updated spreadsheets, and maintained comprehensive records.
- Collaborated with cross-functional teams to identify potential cost-saving opportunities within the supply chain.
Director Central Sterile Supplies
Evanston Northwestern Healthcare
06.2001 - 09.2003
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional development.
- 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 enhanced overall team morale.
- Managed budgets effectively to ensure optimal resource utilization while maintaining financial stability.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocratic principles.
Surgical Scrub Technician
United States Navy, Unit
07.1986 - 11.1997
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Performed staff evaluations on over 100 technicians.
Education
MBA - Business Administration
Webster University
St Louis, MO06.2000
Bachelor of Science - Hospital Administration
Southern Illinois University Carbondale
Carbondale, IL06.1996
Skills
- Cross Teams Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Time Management
- Self-Motivation
- Client relationship building and Management
- Staff training
- Sales processes
- Database Management
- Team development
Certification
Preparing for the CMP in September 2025
Timeline
Client Service Account Manager
STERIS
08.2014 - 04.2025
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
Surgical Scrub Technician
United States Navy, Unit
07.1986 - 11.1997
Bachelor of Science - Hospital Administration
Southern Illinois University Carbondale
MBA - Business Administration
Webster University
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.
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