Pamela Martin
Baton Rouge,La.
Summary
I am a highly motivated and experienced Support Services Manager with 20+ years of experience in managing cross-functional teams, providing exceptional customer service, and driving business results. Proven track record of improving process efficiency, reducing costs, and increasing customer satisfaction. Strong leadership and communication skills, with a passion for building and motivating high-performing teams.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Support Services Manager
Baton Rouge General Medical Center
Baton Rouge
01.2022 - Current
- Manage a team of 60+ support services staff providing guidance and coaching to ensure excellent customer service and support
- Develop and implement process improvements to reduce costs and increase efficiency, resulting in a 25% reduction in costs and a 30% increase in customer satisfaction
- I would be rounding with patients monthly to ensure the staff was taking great care for our patients
- Collaborate with internal stakeholders to resolve complex customer issues, ensuring timely and effective resolution
- I written and was approved for an internal grant for handheld devices for the support services staff for all 3 hospital locations
- Build and maintain strong relationships with customers, vendors, and internal stakeholders to ensure effective communication and collaboration
- Completed payroll for 60+ employees
- This includes the hiring of all staff for 5 locations
- Overseeing all the documentation of competencies, training, coaching and completing schedules for all 5 locations
- Completing the office supplies and hospital supplies for all 5 locations
- Payroll for over 60 employees along with yearly evaluations of the staff.
Support Services Supervisor
Baton Rouge General Medical Center
Baton Rouge
01.2005 - 01.2022
- Manage a team of 40+ support services staff, providing guidance and coaching to ensure excellent customer service and support
- This included scheduling, hiring, training and counseling staff
- I also worked PRN along with supervising on the bench at the Bluebonnet 1 to 2 weekends a month
- Worked in Serology, Hematology, Urinalysis and limited Microbiology on day and evening shifts that were available
- Once I was promoted to Manager, I could no longer work the weekends.
Accessioning Technician II
Baton Rouge General Medical Center
Baton Rouge
01.2004 - 01.2005
- I was hired right out of MLT school and once I passed my certification I was promoted to Supervisor 2 months later.
Education
University of Cincinnati
12.2013
Associate’s degree - clinical laboratory science
01.2004
Skills
- Manages employees
- Oversees staffing
- Fluent in Kronos time keeping application
- Customer service and support
- Process improvement
- Budgeting and forecasting
- Communication and collaboration
- Time management and organization
- Microsoft Office Suite
Certification
- Nominated Support Staff Employee of the Year (2014)
- Nominated Support Staff Employee of the Year (2024)
References
Upon Request
Timeline
Support Services Manager
Baton Rouge General Medical Center
01.2022 - Current
Support Services Supervisor
Baton Rouge General Medical Center
01.2005 - 01.2022
Accessioning Technician II
Baton Rouge General Medical Center
01.2004 - 01.2005
University of Cincinnati
Associate’s degree - clinical laboratory science
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