MERINDA CLAYTON
Snoqualmie,WA
Summary
Impactful Director Operations with proven track record in service leadership and operations and strong project management, strategic communications and cross-collaboration influencing skills. Independently oversees objectives and key results to achieve budgets and growth plans. Passionate about creating enriching work environment, creating opportunities and developing people.
Overview
17
17
years of professional experience
1
1
Certification
Work History
DIRECTOR OF SALES OPERATIONS
Tasso Inc, (Medical Device Manufacture)
05.2020 - Current
- Constructed Tasso Sales and Service Operations from ground zero, starting as an individual contributor having built an international team of 16 and growing.
- Designed and implemented Tasso's complaint program to meet RA/QA requirements for Medical Device Manufacturing ISO 13485
Leading a high-performance customer support team, achieving an average FCR of 5% and an average abandonment rate of less than 3% - Spearheaded the design and launch of a comprehensive customer onboarding program, resulting in a 26% increase in customer satisfaction within the first quarter (NPS score)
- Devised a strategic roadmap and executed the commercialization of clinical site training for Biopharmaceutical customers, resulting in the successful creation of a service-based revenue stream for Tasso
- Transitioned the customer complaints program from paper-based to Arena (eQMS), reducing the average complaint intake and routing time by 65.7%
- Developed and implemented repeatable RFP & RFI response processes within SF, contributing significantly to Tasso's commercial pipeline growth
SENIOR MANAGER, CUSTOMER SOLUTIONS
Spacelabs Healthcare, (Medical Device Manufacture)
01.2016 - 05.2020
- Partnered with business leaders to deliver services that support company objectives and are consistent with corporate values
- Oversaw operations for five global service teams, including Customer Service, Equipment Repair Center, Field Service Operations, Customer Install Base Management, and the Factory Certified Program
- Managing a Global service team of 70+
- Championed Three Six-Sigma greenbelt projects, driving multi-million-dollar improvement initiatives in Service Inventory Management, Complaint Processing, and Return Goods Processes
- Reduced non-value-added processing time in the repair center by 58%, decreasing average turnaround time from 17 days in FY17 to 5 days by FY20
- Led improvements in core tools/technologies for customer services, resulting in shorter service cycles, improved customer satisfaction, and increased retention and service renewals
LEAD CLIENT OPERATIONS MANAGER
ICON Consulting, (Financial Services)
02.2014 - 12.2015
- Successfully managed over 150 clients with over $200 million in assets, providing exceptional client service experience
- Developed comprehensive financial plans, implemented complex insurance transactions, facilitated client onboarding, and executed portfolio rebalancing
- Demonstrated leadership in managing client operational activities, coordinating with multiple vendors, and overseeing day-to-day client operations
- Created base financial plans for analysis by partners and coordinated the implementation of client financial plans
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow.
Education
Master of Business Administration (MBA) - Organizational Leadership
Washington State University
Pullman, WA05.2024
Bachelor of Arts - Business Administration
Washington State University
Pullman, WASkills
- Call Center/ Service Operations
- Sales/Rev Operations
- Six Sigma - LEAN
- Customer Success
- Forecasting
- Pipeline Management
- Strategic Planning
- RFP/RFI Processes
- Budget Development
- Post Market Surveillance
- Standards: ISO 13485, ISO 9001
- Medical Device Class, I, II, III
Certification
- SixSigma Greenbelt, Spacelabs Healthcare
Timeline
DIRECTOR OF SALES OPERATIONS
Tasso Inc, (Medical Device Manufacture)
05.2020 - Current
SENIOR MANAGER, CUSTOMER SOLUTIONS
Spacelabs Healthcare, (Medical Device Manufacture)
01.2016 - 05.2020
LEAD CLIENT OPERATIONS MANAGER
ICON Consulting, (Financial Services)
02.2014 - 12.2015
Master of Business Administration (MBA) - Organizational Leadership
Washington State University
Bachelor of Arts - Business Administration
Washington State University
- SixSigma Greenbelt, Spacelabs Healthcare
Similar Profiles
Merinda ClaytonMerinda Clayton
DIRECTOR OF SALES OPERATIONS at Tasso Inc. - Biotechnology, Medical Device ManufacturingDIRECTOR OF SALES OPERATIONS at Tasso Inc. - Biotechnology, Medical Device Manufacturing
Aaron BoimahAaron Boimah
Team Member Associate at Donatelle Medical Device ManufactureTeam Member Associate at Donatelle Medical Device Manufacture
Hayden BentleyHayden Bentley
Intern at Applied Medical Device Institute (A.M.D.I.)Intern at Applied Medical Device Institute (A.M.D.I.)