Ciara Webster
Salt Lake City,UT
Summary
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
17
17
years of professional experience
Work History
Director, Support Services&Contract Administration
AlphaSource Group (Probo Medical, Acquired 1/2024)
01.2020 - Current
- As Director overseeing multiple teams and functions, I lead and manage the daily operations across key areas, including support services, project management, contract administration, and parts distribution customer service. I provide strategic direction and ensure seamless collaboration between the Support Service Manager and their team, while driving performance across the project management and contract administration functions. My role is crucial in supporting field service and operations teams working on a diverse range of medical imaging equipment, including Nuclear Medicine, CT, MR, PET, PET/CT, SPECT, BMD, and ultrasound. I focus on optimizing processes, improving service delivery, and fostering cross-functional collaboration to ensure efficient operations. I am responsible for overseeing operational efficiency, implementing best practices, and ensuring exceptional customer service across all functions to meet the needs of both internal teams and external customers.
- Teams average annual performance consistently under ISO13485:2016 certification, created & dispatched 29k+ Service Orders. Handled 23k+ incoming calls and 23k+ outbound calls. Closed/billed 28k+ service orders 24 hour avg. days to close, 99.9% accuracy. Supporting 17 different modalities, 136 different contract types, 20+ white glove customers. Dispatching internal and external resource. Create & Execute 1600+ service agreements . Manage 2300 + install, install, room move projects
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
INSIDE SALES & SUPPORT SERVICES MANAGER
BC TECHNICAL, INC. (AlphaSource Group)
01.2018 - 01.2020
- Promoted to include management of the inside sales team of the Surgical Solutions division and imaging part sales team
- Led and motivate the inside sales team to maximize performance and sales in the Surgical repair division.
- Increased the team's performance by 20% in 3 months
- Increased Imaging Part Sales by 15% in 3 months by implementing process efficiencies
- Increase hourly billed service by 20% in 6 months by implementing new inside sales processes across all teams
SUPPORT SERVICES SUPERVISOR
BC TECHNICAL, INC.
01.2015 - 01.2017
- Promoted to Supervisor to assist the Director in supervision of the Support Services Team of 7 across multiple facilities in the US to maximize efficiencies and increase performance
- Assisted with integrating 20 medical imaging service companies process and customers
- We aligned and rolled many different processes into ours to ensure little to no impact all effected customers
- Train & coach new and existing staff to ensure performance is maximized to their potential
- Manage reporting for all internal and external customers
- Manage Key Account customers & their needs
- Assist with software integration and multi department processes
SUPPORT SERVICES ADMINISTRATOR
BC TECHNICAL, INC.
01.2008 - 01.2015
- Support our 60 Field Service Engineers with daily needs such as managing their schedule, parts ordering, and paperwork
- Handle incoming calls for customers requiring service on their imaging equipment
- Open service requests and dispatch field service engineers
- Part request processing, FSE paperwork finalization & billing, and field service report distribution
- Played a vital role in maintaining updated documentation related to policies, procedures, guidelines relevant to Support Services Administrator responsibilities.
- Increased customer satisfaction rates by providing timely, accurate, and professional responses to all inquiries.
Education
GED -
Utah Tech
Orem, UT01.2007
Skills
- Field Service Operations (15 Years)
- Customer Service (15 Years)
- Acquisition & Integration (10 Years)
- Employee Engagement (10 Years)
- Software/ERP Integration (10 Years)
- Microsoft Dynamics CRM, PowerBI, Southware, Salesforce
Timeline
Director, Support Services&Contract Administration
AlphaSource Group (Probo Medical, Acquired 1/2024)
01.2020 - Current
INSIDE SALES & SUPPORT SERVICES MANAGER
BC TECHNICAL, INC. (AlphaSource Group)
01.2018 - 01.2020
SUPPORT SERVICES SUPERVISOR
BC TECHNICAL, INC.
01.2015 - 01.2017
SUPPORT SERVICES ADMINISTRATOR
BC TECHNICAL, INC.
01.2008 - 01.2015
GED -
Utah Tech
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