Summary
Overview
Work History
Skills
References
Timeline
Generic

Conner Lau

Austin,TX

Summary

Diligent, hardworking and knowledgeable Surgical Operational Efficiency Specialist Team Lead. Skilled in fielding inquiries and resolving problems using expertise in doctor preferences and product troubleshooting. Driven to consistently provide excellent support for hospital staff to ensure timely starts to surgery as well as minimized wait time for essential instrumentation.

Overview

6
6
years of professional experience

Work History

Surgical Operational Efficiency Specialist - Lead

KARL STORZ Endoscopy - America
Austin, TX
05.2022 - Current
  • Delegated daily tasks to team members to optimize group productivity, particularly during hospital construction in order to maintain prompt set turnover expectations. This was done all while procedure totals grew 14.6% YOY 2021 to 2022.
  • Collaborated with management team to implement new work procedures that enabled higher set assembly efficiency as well as reduced the need for multiple sets being utilized for surgery, which reduced hospital costs. This includes updating doctor specific preference cards, limiting instrument counts inside sets, as well as reorganizing backstock shelves.
  • Fostered positive employee relationships through communication, training and development coaching. This was especially important in maintaining a positive team spirit throughout everchanging expectations from the hospital staff as well as leadership during the construction period.

Surgical Operational Efficiency Specialist

KARL STORZ Endoscopy - America
Austin, TX
01.2021 - 05.2022
  • Communicated effectively with hospital staff to maintain customer satisfaction and loyalty.
  • Built strong, professional relationships through identification of surgeon needs.
  • Trained new staff members on hospital protocol as well as job requirements and core duties.
  • Took over position of Data Champion by completing monthly case input as well as consolidating completed data tracking in order to reconcile differences.
  • Began including Monthly Reconciliation meeting with hospital staff member as part of Data Champion duties.

Account Service Representative

Clinical Pathology Laboratories, Inc.
Houston, TX
02.2020 - 01.2021
  • Advised clients on best practices related to their accounts.
  • Maintained good rapport with customers and internal departments by proactively handling complex customer issues.
  • Utilized consultative approach to gain trust and confidence of clinics and hospitals in my territory.
  • Sustained elevated level of customer satisfaction while striving to exceed sales and profitability.
  • Reviewed contracts, invoices and other documents for accuracy.

Supervisor - ProMISe1 MD Anderson

KARL STORZ Endoscopy - America
Houston, TX
10.2019 - 02.2020
  • Monitored employee performance and safety by conducting regular training to correct problems and optimize productivity.
  • Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
  • Established and enforced clear goals to keep all employees on same level and working collaboratively.
  • Identified and corrected performance and personnel issues negatively impacting team and business operations.
  • Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
  • Established solid working relationships with Department Coordinators and Hospital Management through effective communication.
  • Spearheaded transformation of the Sterile Processing Department, increasing production, reducing instrument set turnover, eliminating waste and enhancing quality within the first three months.

Surgical Operational Efficiency Specialist

KARL STORZ Endoscopy - America
Austin, TX
04.2018 - 10.2019
  • Set up equipment, tools and supplies needed for procedures and organized instruments as directed in surgeons’ preference cards.
  • Provided outstanding service to the customer by attending closely to concerns and developing solutions.
  • Provided onsite training for multiple new accounts as well as for replacement hires for other accounts as well as our own.
  • Conducted analysis through case tracking to address set efficiency which led to cost effectiveness for the customer as well as improved sterile processing and decontamination proficiency.
  • Planned and executed process improvements.
  • Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.

Skills

  • Providing customer service
  • Microsoft Office Suite proficiency
  • Operational improvements
  • Report creation
  • Product organization
  • High-energy attitude
  • Project management abilities
  • Data evaluation

References

Skip Smith


Area Manager - Onsite Service and Operations

Karl Storz Endoscopy - America
Skip.Smith@karlstorz.com
+1 (941) 740-3321

Matthew Kent
West Texas Onsite Manager
Karl Storz Endoscopy - America
Matthew.Kent@karlstorz.com
+1 (512) 415-1741

Scott Walker
ProMISe1 Supervisor | Austin, TX
Karl Storz Endoscopy - America
Scott.Walker@karlstorz.com
+1 (512) 560-8243

Timeline

Surgical Operational Efficiency Specialist - Lead

KARL STORZ Endoscopy - America
05.2022 - Current

Surgical Operational Efficiency Specialist

KARL STORZ Endoscopy - America
01.2021 - 05.2022

Account Service Representative

Clinical Pathology Laboratories, Inc.
02.2020 - 01.2021

Supervisor - ProMISe1 MD Anderson

KARL STORZ Endoscopy - America
10.2019 - 02.2020

Surgical Operational Efficiency Specialist

KARL STORZ Endoscopy - America
04.2018 - 10.2019

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Conner Lau