Dana Toscano
Manager, Customer Operations, Customer Supply Chain @Siemens Healthineers
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WORK HISTORY
Manager, Customer Operations, Customer Supply Chain @Siemens Healthineers
Managed 2 teams with 16 direct reports• Interviewed for, hired, and onboarded 14 new hires in 6 months• Created individual and team metrics, led an employee task force to drive the creation of metrics and ensure team members received credit for all work processed, built semi-automated Excel dashboard to display KPIs with both quantitative and qualitative markers, created team goals based on standard deviations and instituted rewards system to encourage cross training and collaborative process improvements• Revamped proactive reporting process reducing it from 37 steps to 13, and 4 teams being involved to 1, partnered with Global Planning and Global Customer Supply Coordination to achieve common goals, identified root causes and partnered with the appropriate departments to resolve the core issues, built and refined a Qlik dashboard to easily visualize work to be completed• Removed redundancy from allocation and reporting processes, ensuring overcommitted orders are addressed immediately expediting delivery of the order when additional product becomes available• Redesigned our customer service quality program to ensure consistency across the management team and streamlined the review form to remove unnecessary steps• Removed the invisible workload from the allocations/reporting team, resulting in an average 15.7% increase in productivity across the team• Designed an automation process to route work to employees, freeing up 8 hour a day of manual work• Drove a consistency project to ensure that returns are treated the same across the department
EDUCATION
North Carolina State University
Bachelor of Science (B.S.), Biology, Molecular, Cellular, Developmental Concentration
North Carolina State University
Bachelor of Science - BS, Multi/Interdisciplinary Studies
ABOUT DANA TOSCANO
Manager, Customer Operations, Customer Supply Chain
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