Amy Serrano
Lake Villa,USA
Summary
Proven Client Service Account Manager with expertise in client relationship management and strategic sales. Skilled in software implementation and fostering partnerships to drive project success. Dedicated to delivering exceptional customer service and achieving revenue growth. Professional with many years in building and furthering client relationships. Successful at boosting portfolio growth, client retention, and customer satisfaction using consultative and personable approach.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Client Service Account Manager
STERIS
Mentor, OH
08.2014 - 04.2025
- Led software upgrade implementation and training for 90+ customers.
- Managed annual revenue growth through strategic upselling.
- Provide comprehensive ongoing support and guidance to clients 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.
- Facilitated cross functional communication to ensure project success.
- Resolved customer issues promptly, contributing to high customer advocacy and referrals.
- Negotiated contract renewals while maintaining strong profit margins.
- Manage accounts to retain existing relationships and expand the share of business within those accounts.
- Documented all customer interactions and activities.
Sterile Processing Supervisor
Advocate Condell Medical Center
Libertyville, IL
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.
- 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
Waukegan, IL
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
Evanston, IL
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
Great Lakes, IL
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, IL06.1996
Skills
- Client relationship management
- Customer advocacy
- Contract negotiation
- Software implementation
- Consultative selling
- Project facilitation
Certification
PMP, April 2026
Volunteer Experience
- Prince of Peace Church and School, Assisted with special events and programs.
- Prince of Peace Catholic Church, Volunteer monthly as a Eucharistic Minister and Lector.
- Prince of Peace Health Education Ministry, Member.
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
07.1986 - 11.1997
MBA - Business Administration
Webster University
Bachelor of Science - Hospital Administration
Southern Illinois University