David Dumais
Medford
Summary
Dynamic Operations Manager at Boston Children's Hospital with a proven track record in incident management and team leadership. Successfully enhanced communication and compliance, driving significant improvements in operational efficiency. Adept at building client relationships and managing supply chain distribution, ensuring timely delivery of services while fostering a positive work environment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Manager
Boston Children's Hospital
07.2019 - Current
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
Project Coordinator
Boston Children's Hospital
11.2015 - 07.2019
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Established rapport and engaged with stakeholders to build lasting professional relationships.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Maintained open communication by presenting regular updates on project status to customers.
Senior Administrative Associate
Boston Children's Hospital
07.2013 - 11.2015
- Expertly coordinated logistics for functions both within and outside of organization.
- Assisted supervisory staff with management of complex calendars and to-do lists to support organization and productivity.
- Acquired proper equipment, refreshments and supplies for meetings.
- Kept files and records in content management systems such as MS SharePoint, EXCEL and others.
Senior Customer Service Representative
Dana Farber Cancer Institute
05.2011 - 06.2013
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Trainer
Verizon
07.2005 - 10.2010
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed lesson plans, instructional materials and written practice tests for Customer Service Representatives.
- Developed job-specific competencies and performance standards.
- Facilitated virtual, in-person and blended learning sessions.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Education
Bachelor of Science - Marketing
Thomas College
Waterville, ME05-2000
Skills
- Incidents management
- Performance reporting
- Production
- Health and safety compliance
- Management
- Team building/leadership
- Supply chain distribution
- Operations monitoring
- Operations management
- Business administration
- Client relationships
Certification
Lean Six Sigma - Yellow Belt
Timeline
Operations Manager
Boston Children's Hospital
07.2019 - Current
Project Coordinator
Boston Children's Hospital
11.2015 - 07.2019
Senior Administrative Associate
Boston Children's Hospital
07.2013 - 11.2015
Senior Customer Service Representative
Dana Farber Cancer Institute
05.2011 - 06.2013
Customer Service Trainer
Verizon
07.2005 - 10.2010
Bachelor of Science - Marketing
Thomas College
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