Skyler Hokama
Saratoga Springs,UT.
Summary
Dear to Whom It May Concern: I want to express my sincere interest in your open position I believe that with over a decade in managing and directing large scale accounts and biopharmaceutical blood plasma businesses in UT, CA, NV, ID, WA, and OR, along with my personal, academic, and professional accomplishments that I will be a valuable asset to your organization. I am a strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
Loveland Innovations
11.2021 - Current
- Responsible for developing positive customer experience and fostering healthy working relationships with more than 120 c-suite and executive accounts
- Provide guidance, training, maintenance, support, hosts business reviews, and collaborates closely with executive team to reduce churn and increase account productivity.
- Created customer support strategies to increase customer retention
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Leveraged data and analytics to make informed decisions and drive business improvements
Biomat West-Regional Traveling Operations Manager
Grifols Biomat USA
03.2020 - 06.2023
- Primary roles include, but not limited to: Worked directly with the V.P Of Operations to create and implement strategic plans to facilitate growth within blood plasma centers across UT, CA, NV, WA, OR, ID, and AZ
- Continuously assessed 47 center operations for progress and customer satisfaction through surveys and health assessments
- Provided consulting, training, and best practices to blood plasma center managers in order to increase facility production and customer satisfaction.
- Developed systems and procedures to improve operational quality and team efficiency.
- Trained and guided team members to maintain high productivity and performance metrics.
Plasma Center Operations Manager
Blood, Grifols
04.2013 - 03.2020
- Responsible for meeting quarterly goals, labor efficiency, and quality key performance indicators (KPI) goals
- Created and developed appropriate organizational environment and value systems which stimulate morale and productivity of the work force and its leadership
- Directed center needs and managed employees (including physicians, nurses, phlebotomists, lab technicians, and donor processing technicians) and operations to the highest standard of ethics and integrity; Monitor and evaluate operations;
- Developed action plans to maximize center efficiency and supervise the implementation of process improvements, managed headcount to provide for efficient staffing through high and low production intervals; provided accurate and timely projections to regional management team in advance of cyclical and seasonal or situational spikes
- Accountable for the direction of all personnel functions including hiring, assignment and direction of work, development, marketing, budgeting, training, disciplinary actions, termination, and provided strategic direction and planning.
- Managed work and performance of more than one hundred employees
Training Coordinator
Grifols
11.2008 - 04.2013
- Directed, overseen, and lead training within the blood plasma center by partnering with the Regional training staff to ensure training compliance is met
- Continuously train employees on new or modified scheduling process effectuated to accommodate donor cycle improvements
- Oversaw and coordinated the work of designated trainers throughout the center; Identified areas of operational opportunity for continuous improvement; Created, maintained, and audited compliant training records and files; and ensured center adherence to training Standard Operating Procedures (SOP's) and annual training requirements, including new procedure training and re-certification activities.
- Trained and mentored over a hundred new personnel hired to fulfill various roles
Education
Master’s degree - Business Administration
Regis University
Denver, Colorado05.2020
Bachelors of Science - Interdisciplinary studies, Community Health and Exercise Science
Utah Valley University
Orem, UT05.2014
Skills
- Cultural Awareness
- Project Management
- Staff Development
- Market Penetration
- Business Strategy Development
- Project Development
- Management
- Business Administration
- Leadership
- Budgeting and Cost Control
Board of Directors - Cedar City Chamber of Commerce
As part of the board, I assisted in growing new business to contribute to the overall economic health of Cedar City.
Timeline
Customer Success Manager
Loveland Innovations
11.2021 - Current
Biomat West-Regional Traveling Operations Manager
Grifols Biomat USA
03.2020 - 06.2023
Plasma Center Operations Manager
Blood, Grifols
04.2013 - 03.2020
Training Coordinator
Grifols
11.2008 - 04.2013
Master’s degree - Business Administration
Regis University
Bachelors of Science - Interdisciplinary studies, Community Health and Exercise Science
Utah Valley University
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