Robert E. Lemoine | 18 Winding Creek Way · Ormond Beach, FL 32174(386) 671-6116 · mrlemoine@earthlink.net |
Qualifications for Executive-Level Operations Management Decisive, profit-driven senior executive with 16 years of accomplished operations management experience. Comprehensive background spans IT, project, call center, and helpdesk management. Leverages outstanding organizational, communication, and interpersonal abilities to ensure the satisfaction of internal and external customers, locally, nationally, and internationally. Adept in managing P&L and budgets. Expertise encompasses forecasting, strategic planning, proposal preparation, and public relations. Capably builds and mentors motivated teams. Possesses a broad technical skill set. Selected Contributions · Initiated relationship to place Home Medical Equipment Outlets within the WalMart chain of stores while expanding business opportunities through organizational stability and adherence to mission and vision with a keen eye on exemplary customer and patient satisfaction.· Played a key role in expanding Mobility Products Unlimited LLC’s presence from 14 states to 36 states, headcount from 50 employees to 250 employees, and gross revenues from $10M annually to $80M annually. Developed and enhanced a continuous improvement program to advance the attainment of company objectives and guide the efforts of management personnel. Significantly reduced costs by establishing internal IT functions, which eliminated the need for third-party services.· Established a break-fix department for a Hewlett-Packard Company client that delivered $250K annually in additional revenue to the bottom line.· Developed Paracel’s infrastructure to support high-end technology customers worldwide, focusing on building strong customer relationships and providing uninterrupted services.· Rolled out a world-class support service model throughout Deloitte & Touche LLP’s Western region, which was adapted for use nationwide. Ensured services were provided in a uniform, timely, and effective manner by installing a Vantive software solution on an accessible network to track and quantify service calls.· Generated hundreds of thousands of dollars in annual savings for Litton Industries by installing and supporting a just in time (JIT) inventory system that eliminated excess inventory. Career Track Arcadia Resources, WalMart District Manager/Consultant............................................ 2006 to present Effectively positioned Arcadia Home Medical Equipment outlets within the confines of WalMart Super Centers Nationwide, focusing on Durable Medical Equipment including Therapeutic Footwear to assist the public sector in daily living products. Established ownership and control for day-to-day management accountability from the outlets to Arcadia Retail Management. - Focused on a relationship with Companion Health Services (CHS) which presents an outstanding opportunity for Home Medical Equipment (HME) storefronts within the WalMart chain of stores.
- Dedication to instituting solid business practices for increased community involvement prospects resulting in increasing revenue and additional revenues to the bottom line.
- Fostered a solid customer service unit aligned with the company vision and mission statements.
- Develop strategies for product development and promotion to utilize the power of diversification.
- Strategize on movement into new regions and territories with a structured delivery model for stability and sound business ethics to escalate expansion while minimizing duplicate efforts.
Healthcare Partners LLC, General Manager/Consultant ................................................ 2005 to 2006 Nationalized the Customer Service Center and established control and day-to-day Executive management accountability to the owners of a Nationwide Medical Supply Company, focusing on the diabetic patient. Product distribution is partitioned across Diabetic Testing Supplies (DTS), Therapeutic Footwear (TF), Home Medical Equipment (HME) and Durable Medical Equipment (DME). - Develop facilities planning, IT refinement, company policies and practices to grow the organization and expand the business resulting in increased sales and customer satisfaction.
- Created a business relationship with Companion Health Services (CHS) presenting an outstanding opportunity for Home Medical Equipment (HME) storefronts within WalMart.
- Dedication to instituting solid business practices for increased commercial prospects resulting in increasing revenue and additional revenues to the bottom line.
- Organized and motivated a rapidly growing DME company with a structured business model encompassing staffing, customer relations and services delivery to an emergent customer base.
Mobility Products Unlimited LLC, Vice President of Operations........................................ 2003 to 2004 Aligned this rapidly growing Durable Medical Equipment (DME) Company with effective business model parameters for staffing, customer relations, and outstanding patient services delivery. Partnered with the executive management team to execute plans for increased business mining. Outlined strategies for product marketing and promotion; coordinated a national cable television advertisement plan.· Implemented employee incentive programs and ensured the provision of first-rate customer service, promoting products and goodwill in accordance with company vision and mission statements.· Fueled an increase in sales and customer satisfaction by instituting policies and practices for facilities planning and IT refinement to expand the organization and generate new business.· Collaborated with redevelopment agencies and local chamber of commerce committees to improve service delivery to an elderly demographic while enlarging the market nationally.· Devised strategies for accessing new regions and territories that leveraged a structured delivery model for stability and sound business ethics to drive expansion while minimizing redundant efforts.· Participated in lobbying efforts in Washington, DC regarding the clarification of Medicare guidelines for DME equipment and product utilization, establishing a solid network for greater product support. Hewlett-Packard Company, Senior Program Manager..................................................... 2001 to 2003 Served as a multi-site manager for a premier pharmaceutical/discovery organization client, emphasizing the management of a series of service level agreements (SLAs) related to helpdesk, break-fix, and desk side support services. Coordinated staff scheduling, training, PC/peripheral procurement, vendor relations, customer satisfaction, and management reporting for the entire technical services function. Provided leadership to a certified staff of 74 IS technicians (helpdesk analysts, hardware engineers, software technicians) providing identical service delivery to all client sites in California, Colorado, Washington, Massachusetts, Rhode Island, Puerto Rico, and Canada. · Maintained P&L responsibility for the development and administration of a $6M statement of work for providing cost control without reducing support services.· Delivered, to the entire client base, a support service model that achieved 99% satisfaction. Paracel, International Support Director.......................................................................... 2000 to 2001 Orchestrated all aspects of international support efforts for this bioinformatics company that manufactured hardware and software used in genomic research and government agency technical support.· Established total customer satisfaction goals and implemented 24/7 support strategies to fortify opportunities and foster customer loyalty.· Generated thousands of dollars in travel savings by dispatching technicians to more than one service stop at a time, i.e. London to Frankfurt to Rio to Los Angeles.
Deloitte & Touche LLP, Regional Support Manager......................................................... 1997 to 2000 Coordinated technical services functions for over 4,000 users representing the client services mobile professionals’ organization, which serviced tax and audit function partners and business consulting professionals in southern California, Arizona, and Nevada. Developed and maintained a $12.3M IT budget. Supervised 51 certified IS technicians and managed all technical services functions.· Relocated the entire company to a new site in Los Angeles with little to zero service interruptions. Consolidated services to minimize duplication and time delays.· Achieved daily savings of as much as $2K by implementing a program that enabled partners and consultants to have their laptop computers fixed without disrupting their billing abilities.· Identified a misappropriation of laptop computers that prevented ongoing theft of up to $1M annually. Health Net, Operations Manager...................................................................................... 1995 to 1997 Directed the support of a professionally staffed customer services call center that used state-of-the-art ACD, scheduling, call tracking, and workflow software. Supervised 13 project managers, project administrators, project coordinators, and call center support technicians providing daily support of all call center functions for 300 telephone representatives responding to 10,000 calls daily. Managed facilities planning, management reporting, requests for proposals, performance standards documentation, and budgetary planning and administration.· Managed a $12M annual budget, operating within the budget for consecutive years.· Worked with programming staff to develop an internal call tracking model. Litton Industries, Senior Manager.................................................................................... 1989 to 1995 Provided internal customer support for a mainframe network and PC environment. Assisted in troubleshooting, computer analysis, and programming functions. Oversaw 19 application programmers.· Received a Quality Recognition Award for outstanding customer support. Additional Experience Performed as an Adjunct Professor at California State University-Northridge School of Engineering, Computer Science DepartmentPerformed as an Adjunct Professor at the University of Phoenix Computer, Project Management, Supervision and Management CourseworkGuest lectured at several Call Center and Help Desk ConferencesServed as a Member Rights Contributor for the National Committee for Quality Assurance (NCQA) Academic and Professional Credentials M.A., Organizational Management, University of PhoenixB.A., Business Management, University of PhoenixA.S., Computer Science, Manchester CollegeA.S., Social Science, Tunxis CollegeTeaching Certification, California Basic Educational Skills TestQuality Education Certification and Quality Review Team Leader Publications · TIUA Newsletter. Call Tracking Article. Second Quarter 1996.· Call Center Magazine. Total Call Experience. September 1996.· Telephony Magazine. Call Tracking Article. December 1996.· Insurance & Technology Magazine. Call Center Performance. March 1997.
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