Michael Sowa
Colorado Springs,CO
Summary
Results-driven and dedicated professional with leadership and management experience; practiced at planning and directing workflow and projects for operations; excels at analyzing processes and procedures to generate new ideas to improve operations and efficiency. Disciplined [Job Title] possessing outstanding critical thinking and time management capabilities. In-depth knowledge of medical equipment operations. Caring and kind individual recognized for providing first-rate service to patients and family members.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Supervisor, Deliver US Med Tech CSS
Johnson & Johnson MedTech
06.2023 - Current
- As the leader responsible for the Customer Services & Capabilities department in the US Med Tech sector at J&J, my role involves leading and managing a team of up to 17 coordinators and customer service agents
- My primary focus is to ensure exceptional customer service and oversee sales order management functions for all J&J franchises
- On a daily basis, I supervise the operations of the team, allocating time and tasks to ensure smooth and efficient functioning
- I also handle standard orders, address customer inquiries, and investigate and resolve any problems or issues that arise
- Utilizing Genesys and Salesforce platforms, I streamline customer service operations and monitor the status of orders and problem resolutions
- Collaboration is essential in my role, and I work closely with team members from different J&J franchises such as DePuy Synthes, CSS, and Ethicon
- Together, we deliver exceptional customer service, manage escalations and inquiries, and resolve service issues
- I am also responsible for managing inquiries and ensuring customer satisfaction across various channels, including phone, email, chat, and e-commerce
- Developing talent within my team is a priority, and I provide evaluation metrics and support for their growth and development
- I also offer support to key business partners in commercial operations, supply chain, and other functional areas within the company
- Compliance with business and SOX requirements is crucial to ensure the smooth functioning of the department
- I coordinate daily workflows and maintain cross-functional relationships within the organization to achieve shared goals and objectives
- Monitoring and meeting or exceeding Key Performance Indicators (KPIs) is a top priority in my role
- I strive to promote operational effectiveness and efficiency by constantly seeking ways to enhance business processes and optimize customer service
Supervisor Global Orthopedics Services
Johnson & Johnson
12.2017 - 06.2023
- Company Overview: The Depuy Synthes Companies of Johnson & Johnson are dedicated to delivering comprehensive surgical and medical device solutions to healthcare providers nationwide
- As a supervisor within the Depuy Synthes organization, my primary responsibility is to provide leadership and management to a team of up to 17 customer service agents
- My role involves managing the performance of each individual on the team, utilizing data and forecasting resources to achieve group service level goals, and creating a positive and productive work environment
- One of my key responsibilities is to oversee the processing of standard orders received from both internal and external customers
- This includes ensuring that orders are processed accurately and in a timely manner
- I also address customer queries and provide assistance to resolve any problems or issues that may arise
- It is essential for me to investigate and resolve customer problems promptly, as well as to follow up on the status of orders and problem resolutions
- This ensures that our customers receive the level of service they require and helps to build and maintain strong customer relationships
- Continuous development of our capabilities is crucial in meeting customer needs and aligning with organizational goals
- I work to identify areas for improvement within our team and implement strategies to enhance our customer service processes and skills
- The Depuy Synthes Companies of Johnson & Johnson are dedicated to delivering comprehensive surgical and medical device solutions to healthcare providers nationwide
Supervisor Patient Care
Express Scripts
01.2014 - 11.2017
- As a leader in the organization, my role involves coaching and supervising a team of 25 Patient Care Advocates on the 3rd shift
- I am directly responsible for scheduling and monitoring staff, as well as overseeing the daily workflow to maintain productivity and uphold quality standards
- It is essential for me to ensure that our production volume aligns with service requirements and complies with set standards
- I conduct monthly one-on-one meetings with each of my team members to review their production statistics and address any performance opportunities
- In collaboration with the employees, I work on developing action plans and exploring potential career opportunities for their growth
- It is important to accurately document all coaching and performance discussions with employees, and I deliver comprehensive reports to senior management
- Additionally, I am involved in the recruitment, training, and evaluation processes for new staff members, following the company's policies and guidelines
- In order to ensure customer satisfaction and resolve issues promptly, I handle customer escalations
- To maintain consistency in the administration of procedural matters, I actively participate in weekly management meetings
Operations Manager-Executive Officer
US Army
07.2012 - 12.2013
- As an Operations Leader in the U.S
- Army, I was responsible for overseeing a team of 400 administrative, operational, and logistical staff members
- My primary objective was to ensure that all team members performed as a cohesive unit and achieved their assigned objectives
- One of my key responsibilities was the administration of resource management, which involved effectively allocating resources and ensuring accountability for a $2 million unit budget
- This required careful planning and coordination to optimize resource utilization and maintain financial responsibility
- To support the development and readiness of my team members, I orchestrated training and development programs
- This included implementing a training cycle management program to enhance the proficiency and leadership skills of personnel
- As an Operations Leader, I also prioritized continuity of leadership within the unit
- I actively worked to identify potential leaders and provided coaching and mentorship to develop their skills
Program Manager
US Army
07.2010 - 06.2012
- As the responsible individual for US Army intelligence requirements management, my role was to ensure that all intelligence collection requirements were clearly articulated, validated, and submitted for collection
- This critical task involved working closely with operational units to understand their information needs and develop comprehensive requirements that supported their missions
- In addition to requirements management, I also developed intelligence plans for operations within my area of responsibility
- This involved analyzing available intelligence, conducting assessments of potential threats, and formulating plans to support the mission objectives
- I collaborated with other intelligence professionals and operational commanders to ensure that our plans were aligned with the overall mission strategy
Operations Manager
US Army
02.2005 - 06.2010
- As a leader in the US Army, I was entrusted with the responsibility of managing a unit of 175 soldiers to ensure their readiness and cohesion in support of missions in Iraq
- This required me to establish and enforce fair and consistent training and disciplinary standards to foster a strong and effective unit
- In my role, I administered disciplinary programs to maintain order and uphold the military standards and values
- I also took an active role in recognizing and motivating my soldiers
- I wrote commendations and recommended soldiers for awards to acknowledge their exceptional performance and contributions
Operations Leader
US Army
06.1996 - 01.2005
- As a supervisor in the US Army, my responsibilities involved overseeing and facilitating the training, administration, morale, and welfare of a unit consisting of 650 personnel in support of missions in Iraq
- This encompassed a range of tasks aimed at ensuring the readiness and well-being of the unit
- One of my key roles was to analyze existing contingency programs and identify areas for improvement
- By assessing the effectiveness of procedures and identifying potential enhancements, I worked to enhance the unit's overall mission capability
Medical Production Supervisor
COBE Cardiovascular
11.2000 - 09.2001
- As the leader responsible for the day-to-day operations in the clean room assembly of a heart-lung production device, my role involved ensuring that operational goals were achieved and maintaining high standards of performance and safety
- I oversaw a team of 40 employees and performed several functions to support and develop their skills
- One of my main responsibilities was to facilitate the resolution of employee relations issues
- By promoting open communication and actively addressing any conflicts or concerns, I fostered a positive work environment and maintained team morale
Semiconductor Fabrication Supervisor
LSI Corporation
01.2000 - 10.2000
- As a first-line supervisor in the photolithography wafer production, my primary responsibility was to ensure that production schedules were met and that the team maintained high performance standards
- I led, motivated, and encouraged team building among a group of 25 employees to promote a positive and productive work environment
- One of my key tasks was to effectively counsel and motivate employees
Education
Bachelor of Science (BS) - Industrial Engineering
Northern Illinois University
Master of Science (MS) - Management
Troy University
Skills
- Customer Service
- Team Building
- Wafer Fab
- Data Analysis
- Employee Supervision
- Staff Oversight
- Innovation Skills
- Teamwork and Collaboration
- Managing Operations and Efficiency
- Training and Development
Certification
- Psychological Safety: Clear Blocks to Innovation, Collaboration, and Risk-Taking
- Project Management Reinvented for Non-Project Managers
Personal Information
Title: Senior Supervisor at Johnson & Johnson | Veteran
Timeline
Senior Supervisor, Deliver US Med Tech CSS
Johnson & Johnson MedTech
06.2023 - Current
Supervisor Global Orthopedics Services
Johnson & Johnson
12.2017 - 06.2023
Supervisor Patient Care
Express Scripts
01.2014 - 11.2017
Operations Manager-Executive Officer
US Army
07.2012 - 12.2013
Program Manager
US Army
07.2010 - 06.2012
Operations Manager
US Army
02.2005 - 06.2010
Medical Production Supervisor
COBE Cardiovascular
11.2000 - 09.2001
Semiconductor Fabrication Supervisor
LSI Corporation
01.2000 - 10.2000
Operations Leader
US Army
06.1996 - 01.2005
Master of Science (MS) - Management
Troy University
Bachelor of Science (BS) - Industrial Engineering
Northern Illinois University
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