MAIRA MENDOZA
Summary
Seasoned Field Operations/Account Manager with a quality-driven mentality. Focused on leading cost-effective, high-performance operations. Bringing 10 years of Field Operations/Account Manager experience.
Overview
19
19
years of professional experience
Work History
Field Service Manager
Millennium Health- Southwest/Remote
, AZ
07.2022 - Current
- Recruit, hire, manage, and develop field-based Lab Services staff to meet the needs of the company, customers, and patients in accordance with defined standards and practices
- Create a weekly Lab Services staff shift schedule available end of business every Wednesday the week prior to scheduled shifts
- Manage daily operational hours of Lab Service staff and coach or issue corrective action for any identified timekeeping or attendance concerns
- Ensure there is adequate Lab Services staff coverage to support the needs of the customer for scheduled and unscheduled absences
- Conduct ongoing employee performance and behavior assessments and deliver appropriate training, retraining, coaching, check-ins, preventive and corrective actions, and terminations
- Partner with recruiting team to interview and onboard suitable candidates in a timely and efficient manner to provide LSA support to the customer as needed
- Ensure adherence to all compliance guidelines, company policy and procedures managing corrective action as needed, in partnership with Leadership, HR and the contingent workforce payroll company
- Create and organize Lab Services workflows to comply with all compliance guidelines and company policies, ensuring employees understand their duties and permitted scope of work
- Maintain all compliance documentation and conduct quarterly audits to ensure consistency and adherence to compliance regulations
- Work closely with Sales team to identify and address customer issues promptly and effectively
- Identify opportunities to improve Lab Services staff retention, reduce turnover and improve morale of team
- Provide excellent customer service while acting as a representative of the company and serve as an intermediary between the practice /customer and the laboratory, while maintaining a safe and professional environment for patients and customers.
- Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
Client Services Manager
Recovery Solutions Resources/Remote
, CA
01.2016 - 12.2021
- Served as the primary point of contact and liaison for all post-sales clients’ activities
- Promoted and maintained laboratory services lines within a specifically defined geographic area to a new and existing client base
- Proactively and effectively communicated with clients to manage evolving expectations, needs, and priorities
- Built a strong relationship with clients by acting as their trusted partner
- Identified obstacles and recommended strategies and process improvements to optimize a seamless clinic flow for adopting any of our laboratory services
- Advised management on clients, lab billing, and reimbursements issues
- Adhered to establish client performance goals and objectives
- Trained third party staff on processes and procedures to ensure a seamless handoff between the sales team and the lab personnel
- Worked with the appropriate departments within the company to ensure all client requests for increased products, add-on’s, supplies, etc
- Are properly handled and deployed
- Maintained and updated client information in the main portal database.
Field Operations Director
H & J Toxicology
Newport Beach, CA
11.2014 - 09.2015
- Managed all accounts to ensure compliance and protocol were properly executed
- Provided support to all clients through follow up calls, weekly check-ins, and 24/7 support by phone/email
- Physically visited client facilities on a regular basis to ensure client satisfaction was exceeded
- Shared accountability with the Account Executive to maintain and grow existing business in a cohesive manner
- Planned and scheduled appropriate training with clients and staff on a regular basis
- Developed best practices and tools to improve operational efficiency
- Oversaw related procedures such as TAT, reporting, courier/collection schedules and billing
- Addressed all issues and concerns relating to the field with team members
- Suggested procedures to lab personnel for best customer service possible.
Field Service Manager
Calloway Labs/ Remote
Woburn, MA
01.2007 - 11.2014
- Managed a team of Field Service Representatives which included hiring, training; scheduling, and measuring performance
- Scheduled and performed staff re-training as needed at client’s offices
- Shared accountability with the Account Executives to maintain and grow existing business
- Physically visited all assigned accounts on a regular rotation to ensure customer satisfaction
- Maintained open communication with Regional Operations Manager and all departments within the organization.
- Resolved customer complaints regarding field service operations.
Education
Graduate Certificate -
American Career College
01-2007
Diploma -
Bell High School
01-2005
Skills
- Exceptional management and team leadership skills
- Motivated self-starter, assertive and responsible
- Able to delegate tasks accordingly to maintain highest level of efficiency
- Responsible for creating and maintaining positive relationships with clients and work associates
- Communicates efficiently to ensure a smooth transition between the clients and company
- Problem solver, organized, able to find solutions through fact-based questions
- Quickly adapts to situations presented in the field
- Proficient in
- Microsoft Outlook, Excel, and Word
References
PROFESSIONAL REFRENCES
Keith Coughlin, Millennium Health, Field Operations Director 760.715.8551
Jennifer Sears, Recovery Solutions Resources, CEO 858.945.0139
Kathryn Turnage, Barrel House Coffee Company, Owner 678.458.5187
Languages
Timeline
Field Service Manager
Millennium Health- Southwest/Remote
07.2022 - Current
Client Services Manager
Recovery Solutions Resources/Remote
01.2016 - 12.2021
Field Operations Director
H & J Toxicology
11.2014 - 09.2015
Field Service Manager
Calloway Labs/ Remote
01.2007 - 11.2014
Graduate Certificate -
American Career College
Diploma -
Bell High School