Tabatha Sweet
Laurel ,IN
Summary
Proven executive leader with 17+ years of experience in DME leadership roles, managing over 100 employees across multiple nationwide locations. Excels at streamlining operations and increasing productivity through proven methods and technology. Enthusiastic leadership style coupled with deep understanding of process optimization and unwavering work ethic. Strong leadership and organizational abilities, motivating and supervising high-caliber professionals to achieve goals. Extensive background in customer service, order processing, dispatching, and turning around underperforming operations. Highly diversified skill set includes creating, implementing, and executing best practices. Methodical, performance-focused, and results-driven professional with progressive experience in operations, call center and project management, with focus on business development, logistics, and financial analysis. Firm believer in distributing responsibility, empowering group members, and facilitating group decision-making. Strongly believes that fostering employee job satisfaction and encouraging innovation in addressing organizational issues helps build a strong company.
Overview
18
18
years of professional experience
Work History
Vice President of Operations -East Coast
DME Express
01.2022 - Current
- Strategic planning and execution of operational processes resulting in customer satisfaction
- Negotiated and secured contracts with key clients increasing company revenue
- Established a comprehensive training program for field staff, enhancing team skills, productivity and employee retention
- Spearheaded large acquisition merging field operations, customers and assets
- Created and directed the development and launch of customer Quarterly Business Reviews
- Led a cross functional team resulting in better customer outcomes and employee retention
Director of Customer Service
Global Medical Products
05.2020 - 10.2021
- Oversee Customer Service and Dispatch Team
- Ensured billing for SAAS and Third-Party accounts was accurate and timely
- Created training manuals and agendas to ensure streamlined operations
- Helped revised company handbook to ensure company and employee and clear guidelines
- Oversee Customer Service Technicians in the field operations
- Fleet Management
- Inventory Management
- Schedules for all company hourly employees
National Director of Customer Service
National HME
01.2016 - 07.2019
- Full Oversite of all company Call Centers, Dispatch Centers and Customer Relations department
- Ensured billing for Network and Third-Party customers was accurate and timely
- Help manage high profile or “at risk” accounts to ensure that company retained business
- Created Customer Relations department who researched, calmed, and rapidly resolved client conflict to prevent loss of key accounts
- Combined company call centers to two centralized locations
- Integral part in helping with implementation of new billing software; created processes for how to utilize system from operations and Customer Service standpoint
- Created training agendas and manuals to ensure that all staff is trained the same
Director of Customer Care
Therapy Support Inc.
03.2007 - 01.2016
Full oversite of Call center, Dispatch Center, Customer Relations department
- Assisted in the managing of the company database and verified, edited, and modified account and product information as needed
- Onboarding of new accounts- meet with all new accounts to learn their individual modes of operation and introduce them to DME modes of operation to work together as partners to provide excellent patient care
- Lead the switch out process for all new patients changing vendors to and from DME company with other vendors
- Co-chair of Performance Improvement Committee
- Discussed, implemented, and overseen various projects that enhanced efficiency and quality as a durable medical equipment company
- Combined company call centers to one centralized location
- Spearheaded creation and implementation dispatch center and customer relations team
- Leader in bringing new acquisitions, trained drivers on technology and policies and trained managers on data entry, inventory management, billing systems as well as dispatch and dashboard management
- Support person for new management
Education
High School Diploma -
South Dearborn High School
Aurora, IN1998
Skills
- Performance Improvement
- System Enhancements
- Operations Improvement
- Employee Development
- Employee Involvement
- Account Management
- Problem Solving
- Active Listening
- Inventory Management
- Supply Purchasing
- Remote Employee Engagement
- Quality Minded
- Safety Oriented
- Adaptive Team Player
- Dedication
Keyhighlights
- Served as Cochair on PI committee to ensure Performance Improvement/ Regulatory standards/System enhancements across the company.
- Contracted as Independent Consultant for Large Hospice and DME organizations to help improve operations or grow.
- P&L/Budget Preparation/Cash flow analysis for bottom line performance improvements.
- Employee development/Team building/ Employee involvement/Employee accountability.
- Seasoned in Utilizing metrics to track Key Performance Indicators (KPI’s).
- Customer Service expert/Account Management who is a sharp problem solver with active listening skills.
- Energetic work attitude.
- Inventory management/supply purchasing for multiple locations.
- Ability to manage multiple sites with 150+ employees.
- Ability to manage, engage and drive employees remotely.
- Quality minded/Safety oriented/ Strong attendance record/Adaptive team player/Dedication.
Timeline
Vice President of Operations -East Coast
DME Express
01.2022 - Current
Director of Customer Service
Global Medical Products
05.2020 - 10.2021
National Director of Customer Service
National HME
01.2016 - 07.2019
Director of Customer Care
Therapy Support Inc.
03.2007 - 01.2016
High School Diploma -
South Dearborn High School