Angela Hunter
Burlington,NC
Summary
Dynamic leader with a proven track record at BioMerieux, managing over 75 technical support personnel across multiple locations. Expert in leveraging data analytics and strategic leadership to drive process improvements and operational efficiency. Award-winning for excellence, adept in database management and fostering team development. Achieved significant productivity gains, demonstrating a commitment to results and customer satisfaction.
Overview
32
32
years of professional experience
Work History
Associate Director Technical Support Centers
BioMerieux
01.2024 - Current
- Lead Technical Support teams of six Senior Managers and 75 personnel, with locations in Durham, NC, Salt Lake City, UT, and St Louis, MO.
- Drove successful integration of Molecular Center of Excellence team with Microbiology Center of Excellence.
- Supervise daily performance as well as training and improvement plans for team members.
- Train and develop management staff for projects and ongoing operational needs, as well as professional development.
- Assist senior leadership in managing all aspects of operations, including reporting, budgeting, forecasting and oversight of expenditures.
- Prioritize tasks and allocate resources appropriately to keep teams focused and productive.
- Set aggressive KPI's for employees to drive company success and strengthen motivation, as well as improving customer experiences.
- Successfully manage OPEX and CAPEX budgets and allocate resources to maximize productivity and profitability.
- Leverage data and analytics to make informed decisions and drive business improvements with a focus on customer delight.
- Use industry expertise, customer service skills and analytical nature to resolve critical customer concerns and promote loyalty to the organization
- Interview and hire employees to maintain proper staffing and ensure customer needs are properly met
Associate Director, Field Applications Specialists
BioMerieux
01.2021 - 01.2024
- Led remote team of eight Senior Managers and 50 Clinical Applications Specialists across the United States.
- Developed mentorship program within leadership team.
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
- Established and achieved service revenue, operating and capital expense targets in keeping with the overall BioMerieux revenue growth strategy.
- Maintained through specific training and education opportunities a competent workforce dedicated to providing a high level of customer support.
- Prepared and executed a management succession and talent development plan for key positions within the organization.
- Provided leadership and coaching to field-based team through co-travel and customer site visits.
- Developed and executed a three year business plan for the Field Application organization.
Senior Manager, Technical Support Center
BioMerieux
06.2015 - 01.2021
- Led team of Clinical Applications Specialists and System Engineers who provide technical support to all BioMerieux clinical customers
- Formulated and implemented standardized training schedule for new employees, which led to a two month reduction in onboarding.
- Executed team reorganization to reduce transfer time for customers and ensure needs are being met in a timely manner
- Led remote diagnostics project to increase connections and reduce customer down time.
- Spearheaded PC Modernization project to ensure customers are at latest cybersecurity standards.
- Delivered mid year and year end performance reviews, as well as monthly one on one discussions to review Key Performance Indicators.
- Led new product launches and software updates for clinical customers, including automated blood culture instrumentation.
- Partnered with Talent Acquisition to improve recruiting and interview practices.
- Manager of the Year Award Winner 2019
Microbiology Supervisor
LabCorp
08.1992 - 06.2015
- Lead team of microbiologists to ensure proper results were delivered to clinicians in a timely manner
- Maintained scheduling and training for team members
- Established and maintained effective communication with leadership to promote high quality patient care.
- Oversaw Quality Control results for the Laboratory
- Read patient cultures and performed identification and susceptibility testing
- Maintained inventory and supplies for department
- Member Emergency Response Team
- Laboratorian of the Year award winner
Education
Master of Arts - Management And Leadership
Liberty University
Lynchburg, VA05.2016
Bachelor of Science - Biology
Elon University
Elon, NC05.1992
Skills
- Change Management
- Process Improvement
- Strategic leadership
- Budget Management
- Project Management
- Organizational Development
- Coaching and Mentoring
Timeline
Associate Director Technical Support Centers
BioMerieux
01.2024 - Current
Associate Director, Field Applications Specialists
BioMerieux
01.2021 - 01.2024
Senior Manager, Technical Support Center
BioMerieux
06.2015 - 01.2021
Microbiology Supervisor
LabCorp
08.1992 - 06.2015
Master of Arts - Management And Leadership
Liberty University
Bachelor of Science - Biology
Elon University
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