Hi, I’m
Scott Drummond
Summerside,Canada
Summary
Obtain a challenging leadership position applying creative and strategic problem solving and lean management skills with a growing company to achieve optimum utilization of its resources while fulfilling corporate goals and values.
Overview
17
years of professional experience
1
Certification
Work History
Philips Healthcare
Sr. Manager, Data Services
05.2021 - Current
Job overview
- Manage data services team of 10 responsible for data migrations, data cleansing, MRN conversions for customers across NAM region
- Liaison with 3rd party vendors partnering to provide a seamless integration solution for customer data service’s needs
- Design and implement process improvements related to data services
- Automate and improve manual procedures to ensure quality output on time and on budget
- Participate in customer escalations and work with enterprise c-suite executives on steering committee meetings and quarterly business reviews
- Perform bi-annual and annual performance evaluations
- Prepare and execute data services strategies to meet project deliverables
- Research and document data variances and provide strategies on how to resolve and put plan in motion
- Perform data analysis services and lead the team on discovery missions to correct complex data situations
- Work with cross-functional teams under tight timelines and budgets.
- Provide strong leadership to enhance team productivity and morale.
- Lead cross-functional teams to achieve project milestones and deliver high-quality results.
- Establish strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
Philips Healthcare
Sr. Manager, Customer Care
06.2012 - 05.2021
Job overview
- Led a team of 40 Technical Support Specialists and second level managers across the US and Canada
- Responsible for 24/7 technical support for small, medium and enterprise size healthcare providers
- Evaluated staff performance on a semi-annual basis against standards and metrics to drive customer satisfaction and process improvement
- Successful launch of Avaya telephone system and regional based call center services
- Drive customer satisfaction through measuring KPI around incident handling, call center metrics, utilization
- Strong technical knowledge of the applications we support, hand on approach to problem solving
- Provided global support for “Follow the Sun” escalations on a wide range of technical issues
- Promoted within to Manager in 2012, then Sr
- Manager in 2018 prior to acquisition into Philips in Aug 2019
- Escalation point for NAM region to development and engineering
- Proficient at C-level presentations and negotiations
- Expert at building strong relationships with long standing customers and fellow employees.
Carestream Health
Problem Management Specialist
06.2010 - 06.2012
Job overview
- Part of a team of 5 individuals responsible for high level escalations for NAM region for the Radiology Information System product line and Integration systems
- High level knowledge of Oracle DB, HL7, XML, DICOM, and IHE methodology
- Subject Matter Expert in a next generation Radiology Information System
- Provided regional installation and configuration support
- Performed Root Cause Analysis on incidents and problem escalations
- Practiced ITIL Methodology
- Liaison with L4 and R&D on bug tracking and escalations, new feature requests
- Promoted within to Sr
- Manager
- Helped commercialize and release the requirements for CMS and Meaningful Use for Carestream RIS.
Carestream Health
R&D Quality Engineering / Global Installation
07.2007 - 06.2010
Job overview
- Global installation and training team
- Quality Engineer responsible for testing and release of a next generation Radiology Information System platform
- Specialized in HL7, Oracle DB, Integrations, IHE testing, clinical modality workflow
- Lead training initiatives to the global technical installation team and customers
- Assisted with technical documentation and user manuals
- Performed installation services around the globe
- Provided sustained engineering services for the R&D team as they commercialized releases and deployed to the field.
Education
Holland CollegeSummerside, PE
Sales Management
01.1999
Holland CollegeSummerside, PE
Business Management
01.1999
Skills
- Seasoned leader
- ITIL Foundation v3
- Certified in Customer Service Management (CSM)
- Proficient in Philips Heath suite of applications
- Strategic Planning
- Operations Management
- Data-driven decision-making
- Data Analytics
- Cross-functional Team Coordination
- Advanced knowledge of virtual
- Very passionate about customer satisfaction and providing exceptional service
Certification
- Situational Frontline Leadership, Carestream, 2013
- ITIL v3 Foundation, Carestream, 2014
- VMWare ESXi, Carestream, 2010
- Customer Service Manager, Carestream, 2018
Hobbies and Interests
- Certified Soccer Official – Soccer Canada
- Soccer Coach – High school, elementary, U13, U15, U18
- Hockey Coach – U13, U15, U18
- Guitar player, and musician
Languages
English
Native or Bilingual
Timeline
Sr. Manager, Data Services
Philips Healthcare
05.2021 - Current
Sr. Manager, Customer Care
Philips Healthcare
06.2012 - 05.2021
Problem Management Specialist
Carestream Health
06.2010 - 06.2012
R&D Quality Engineering / Global Installation
Carestream Health
07.2007 - 06.2010
Holland College
Sales Management
Holland College
Business Management
Similar Profiles
Yran Ferreira SabaYran Ferreira Saba
Clinical Application Manager at Philips HealthcareClinical Application Manager at Philips Healthcare
Phongsuphat SrikumheangPhongsuphat Srikumheang
Service Delivery Manager at Philips HealthcareService Delivery Manager at Philips Healthcare
Jeff Oalmann, BSN, RNJeff Oalmann, BSN, RN
Clinical Adoption Consultant at Philips HealthcareClinical Adoption Consultant at Philips Healthcare
Diego M. SANCHEZDiego M. SANCHEZ
Account Executive at Philips HealthcareAccount Executive at Philips Healthcare
Jeremy HernJeremy Hern
Utility Arborist at H-Line EnterprisesUtility Arborist at H-Line Enterprises