Susan Gordon-Kinnane
Hartford,CT
Summary
Dedicated Patient Flow Coordinator known for strong customer service and critical thinking skills. Expertise in optimizing patient flow and leading teams to improve service delivery and operational efficiency.
Overview
15
15
years of professional experience
Work History
Patient Flow Coordinator/ Dispatcher
Compass
11.2024 - Current
- Coordinated patient transportation of trauma patients and discharges to optimize flow within a healthcare facility.
- Monitored patient wait times and adjusted scheduling to minimize delays and improve service delivery.
- Facilitated communication between departments to enhance patient care and operational efficiency.
- Coordination of activities of an average of 30 transporters per shift among five hospitals to six hospitals .
Sales Manager
GFS, Van Sales Manager, Grace Kennedy Group, Jamaica
02.2021 - 09.2024
- Supervised three sales supervisors and 100 casual workers
- Developed strategic sales initiatives that increased market share in competitive regions.
- Directed sales team to achieve quarterly targets and enhance customer satisfaction.
- Analyzed sales data to identify trends and optimize product offerings for diverse clientele.
- Trained and mentored new sales representatives, fostering professional growth and accountability.
- Collaborated with marketing team to design promotional campaigns that boosted brand visibility.
- Implemented CRM systems for streamlined communication and improved client relationship management.
- Conducted regular performance reviews to assess team effectiveness and drive continuous improvement.
- Established key partnerships with local businesses, expanding distribution channels and revenue streams.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent follow-ups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
Retail Sales Manager
Surmac
08.2019 - 07.2020
- Led three sales managers to achieve sales targets and improve team performance
- Developed business plans for the company and formulated processes for sustainable growth
- Implemented a retail store to enhance the shopping experience of smaller companies
- Designed Project Charter for goods and services required for customer satisfaction
- Engaged in resource allocation, incentive planning and coaching of commercial team
Parts and Service Sales Manager
IMCA Jamaica Ltd
04.2011 - 08.2019
- Led sales team to achieve monthly targets through strategic planning and execution.
- Fostered relationships with key clients, resulting in increased customer loyalty.
- Developed training programs to enhance team performance and product knowledge.
- Analyzed market trends to identify opportunities for growth and expansion.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Collaborated with marketing teams to align campaigns with sales objectives.
- Mentored junior staff, fostering a culture of continuous improvement and development.
- Implemented CRM systems to streamline sales processes and improve efficiency.
- Achieved Regional Recognition for online parts purchase adoption in 2018
Education
Bachelor of Science - Social Work
University Of The West Indies
St. Andrew, Jamaica07-2015
Certificate - Communications
Media Technology Institute, Jamica
Kingston, Jamaica05-2018
Diploma - Marketing
University of The Commonwealth Caribbean, Jamaica
Kingston, Jamaica 06-2005
Skills
- Patient scheduling
- Patient care
- Financial management
- Medical terminology
- Critical thinking skills
- Financial management
- Customer service
Accomplishments
COMPASS/HARTFORD HEALTHCARE
- Managed coordination of transporting 500 patients each month.
- Facilitated improved response by initiating the zoning of Central team to cover Ed-XRay resulted in faster response on 3rd shift.
GRACE KENNEDY LTD
- Grace Foods and Service Van Sales Channel has achieved excess of 100% growth in revenues compared to 2020
- Increased team engagement, visibility and product coverage with 50% growth
SURMAC
- Implemented organizational chart for Product Support in new division and commercial framework for Retail Division
- Scored on target for all sales initiatives presented to Caterpillar
IMCA
- Coaching of sales team resulted in dealership reporting three consecutive periods of growth in revenues
- Pioneered Customer Engagement Seminars and received testimonials of improved customer engagement
- Dealership recognized as Latin America 2017 Sales & Marketing Leader - Ecommerce
Timeline
Patient Flow Coordinator/ Dispatcher
Compass
11.2024 - Current
Sales Manager
GFS, Van Sales Manager, Grace Kennedy Group, Jamaica
02.2021 - 09.2024
Retail Sales Manager
Surmac
08.2019 - 07.2020
Parts and Service Sales Manager
IMCA Jamaica Ltd
04.2011 - 08.2019
Certificate - Communications
Media Technology Institute, Jamica
Bachelor of Science - Social Work
University Of The West Indies
Diploma - Marketing
University of The Commonwealth Caribbean, Jamaica