Karl Guthrie
Houston,TX
Summary
Results-driven professional with a robust background in management and a recently earned degree in Supply Chain Management, poised to excel in Supply Management or Procurement roles. Proven ability to streamline operations and enhance efficiency through strong analytical skills and a commitment to delivering exceptional results. Passionate about driving supply chain optimization and fostering collaborative relationships to achieve organizational objectives. Track record of managing dental office operations that ensure efficient workflow and high patient satisfaction. Skilled in team collaboration, adapting to changing needs, and maintaining compliance with healthcare regulations. Known for strong leadership, reliability, and effective communication.
Overview
20
20
years of professional experience
Work History
Dental Office Manager
Hollywood Dental
05.2007 - 04.2020
- Fulfilled the role of manager in the offices of Dr. Vi Huynh. Duties included negotiating and ordering supplies and services, screening and interviewing candidates for employment, helping in the clinic as a registered assistant (x-rays, chairside assisting, prophy, infection control, etc.), light building maintenance, overseeing collection, computer, and practice management software support, coordinating and coaching staff and associates, comprehensive legal and regulatory compliance and other duties as required by the principal doctor.
Call Center Operations Coordinator
Comcast
03.2005 - 05.2007
- The quasi-management role was responsible for the operation of all local customer support call centers. Duties included monitoring call volumes, and adjustments of personnel to meet demand, identifying outages and alerting the field repair team, and being responsible for IVR functionality, including posting outage messages, running call center representative attendance reports, issuing equipment as needed, and other special projects as needed by Operations Manager and Call Center Director.
Warehouse SAP Contractor
Primary Services
11.2004 - 03.2005
- Used SAP to control material flow from receiving to final issue in finished goods for a medium-sized energy company based in Calgary. Worked closely with purchasing, QI, and manufacturing to stage materials for field deployment.
Coordinator Data Technical Support
Verizon Wireless
11.2003 - 07.2004
- Provided second-level support for Verizon Wireless’s data products from a call center environment. This involved accessing Motorola and Nortel switches and various billing systems to ensure proper service activation. Utilized in-house testing assets comprising all Verizon Wireless supported data equipment, OSs, and handheld devices to simulate customer issue scenarios. Given direct authority for product replacements as needed. Documentation and escalation process handled in Remedy. Limited support of import/export features of Outlook, Outlook Express, and Eudora mail.
Level II Technical Advisor
DecisionOne
04.2002 - 04.2003
- Assisted floor technicians with complicated issues or supervisor requests. Given ownership of high profile customers’ issues. Plan and execute training programs for new employees and retraining for existing representatives as deemed necessary. Training and work responsibilities involved technical support and billing issues. Extensive practical use of MS Office in this role. Used Aspect Phone System Management software and monitoring utilities to track incoming call volume versus personnel on hand with the goal of meeting service level. Provided desktop support for local network issues (NT 4.0 w/Novell), hardware issues, and login credentials for various applications and databases used throughout the call center.
Interim Team Manager
DecisionOne
02.2002 - 04.2002
- Assumed the role of acting team manager for fifteen level one technicians. On short notice, implemented a quality and quantity intensive mode of management. Employed strategies of opportunity rather than problems and success rather than status quo in guiding my interim team. Marked, quantifiable improvements in quality for the team were registered in my interim. Extensive practical use of MS Office in this role for reports and quality assurance duties. Some use of Lotus Notes for HR documentation.
Help-Desk Representative
DecisionOne
05.2000 - 02.2002
- Handled first-level problem reports from customers with dial-up and broadband issues. Moved into level two escalations to resolve difficult technical issues. Trained and began working in a floor operations capacity, overseeing a group of twenty to seventy technicians. I also worked on an in-house helpline to guide junior technicians through difficult calls, in which permissions were granted, per my discretion, to escalate or otherwise redirect customers to other avenues of help. Assumed responsibility for the entire team when no managers were present. The documentation and escalation process is handled via McAfee and Clarity. Used Citrix-based Arbor client for accounting. Assisted with the launch of our license of eServiceware knowledge base. Used eGain interface for remote email support. Supported operating systems included Windows 95, 98, ME, NT 3.5 & 4.0 2000 & XP – Mac OS 7.6 - X. Supported software included IE 4.0 – 6.0, Netscape, Eudora Mail, Entourage (MAC), Outlook, Outlook Express, FTP clients, etc.
Education
BBA - Supply Chain Management
University of Houston-Downtown
01.2023
Blinn College
Bryan, TX01.1999
Skills
- Procurement and contract negotiation
- Inventory control and management
- Supplier relationship management
- SAP experience
- Microsoft Office proficient
- Strong analytical and problem-solving skills
- Dental office management
- Patient relations
Hobbies and Interests
Distance running (Completed 14 Marathons), volleyball, physical fitness, minor astronomy, home improvement, computer hobbies, continuing education, and current events.
Timeline
Dental Office Manager
Hollywood Dental
05.2007 - 04.2020
Call Center Operations Coordinator
Comcast
03.2005 - 05.2007
Warehouse SAP Contractor
Primary Services
11.2004 - 03.2005
Coordinator Data Technical Support
Verizon Wireless
11.2003 - 07.2004
Level II Technical Advisor
DecisionOne
04.2002 - 04.2003
Interim Team Manager
DecisionOne
02.2002 - 04.2002
Help-Desk Representative
DecisionOne
05.2000 - 02.2002
BBA - Supply Chain Management
University of Houston-Downtown
Blinn College
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