Andy Fornadel
Service Operations Manager at Illumina- Claim this Profile
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Spanish -
Topline Score
Bio
Credentials
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Key Mental Shifts for Servant Leadership
LinkedInMay, 2023- Nov, 2024 -
Speaking Confidently and Effectively
LinkedInMay, 2023- Nov, 2024 -
ServiceMax Certified Administrator
ServiceMax - From GE DigitalMay, 2018- Nov, 2024 -
Essentials of Excellent Customer Service
Corporate Strategies by SkillPathOct, 2016- Nov, 2024 -
EMT-Enhanced
Va Dept of HealthFeb, 2008- Nov, 2024 -
Certified Phlebotomy Technician
California Department of Public HealthDec, 2013- Nov, 2024 -
Advanced Cardiac Life Support
American Heart AssociationMay, 2013- Nov, 2024 -
Basic Lifesaving Skills
American Heart AssociationJan, 2013- Nov, 2024
Experience
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Illumina
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United States
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Biotechnology Research
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700 & Above Employee
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Service Operations Manager
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Jul 2022 - Present
-Guide and lead team to support Field interactions for work order, case management, resource dispatch, and parts/tools shipment tracking -Build relationships and act as a business partner to both regional and global service operations teams.. -Define scalable workflows and interactions to support inventory management including spare parts, field tools, loaner instruments, and install base. -Recruit, onboard and develop talent to maximize team performance. -Create a compelling team… Show more -Guide and lead team to support Field interactions for work order, case management, resource dispatch, and parts/tools shipment tracking -Build relationships and act as a business partner to both regional and global service operations teams.. -Define scalable workflows and interactions to support inventory management including spare parts, field tools, loaner instruments, and install base. -Recruit, onboard and develop talent to maximize team performance. -Create a compelling team vision to motivate employees and influence across organization. -Define and track operational metrics to measure success and identify opportunities -Elevate team's responsibilities and scope as the business grows and evolves -Establish team policies, procedures, and practices -Effective communication with senior management
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Senior Staff Global Service Operations Analyst
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Apr 2020 - Jul 2022
• Promote and align service revenue maintenance and growth in Illumina’s global Service & Support organization • Business owner and advocate for billable services and spare parts/trunk stock workstream processes and strategic roadmap • Partner with business technology leads to implement system enhancements as needed in quarterly releases and/or project initiatives • Partner and align with global business associates to enable clear and executable strategic improvements across business… Show more • Promote and align service revenue maintenance and growth in Illumina’s global Service & Support organization • Business owner and advocate for billable services and spare parts/trunk stock workstream processes and strategic roadmap • Partner with business technology leads to implement system enhancements as needed in quarterly releases and/or project initiatives • Partner and align with global business associates to enable clear and executable strategic improvements across business CRM/ERP systems, people and processes. • Delivery of over 100+ system enhancements and new automations in Service workflows
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Global Staff Project Manager
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Nov 2019 - Apr 2020
• Act as lead Customer Care liaison on corporate projects as assigned; facilitate key decisions on process and system design in support of commercial operations objectives, incorporate the voice of the customer to drive improved customer experience, ensuring global communication and alignment with regional leadership. • Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implement strategic policies when selecting methods… Show more • Act as lead Customer Care liaison on corporate projects as assigned; facilitate key decisions on process and system design in support of commercial operations objectives, incorporate the voice of the customer to drive improved customer experience, ensuring global communication and alignment with regional leadership. • Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implement strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establish and assure adherence to budgets, schedules, work plans, and performance requirements. • Work effectively with stakeholder to ensure program goals are in alignment with business objectives. • Establish operational objectives and work plans. Review objectives to determine success of operation. Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect. Understand and successfully deploy team resources in support of process and system design in support of commercial objectives • Interface with regional Customer Care and Commercial Operation teams, GIS and other business groups to ensure project activities are completed on time to meet goals. • Establish tools and forum for regular communication with regional management teams. • Coach and Facilitate functional group members and direct team members in carrying out their responsibilities on various project teams. • Identify, recommend and resolve complex technical, and operational issues. Drive process improvements and new or additional tools to support the business.
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Staff Global Customer Support Operations
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Jan 2018 - Nov 2019
-Global Service Process Owner for Illumina's Digital Commercial Platform Portfolio -Act as lead for Global Customer Service for corporate projects -Gather regional requirements to help facilitate key decisions on process and system designs -Ensures global communication and alignment with regional CS leadership and counterparts -Deliver Customer Service training for representatives on project/product launch, and system changes
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Senior Lead, Instrument Service
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May 2014 - Nov 2019
• Global and Regional Customer Service representative in project teams: New Product launches, End of Life Planning, Salesforce transformations/upgrades, and User Acceptance Trainings • Critical driver for improvements to CS with design and successful implementation of instrument tracking and reporting tools in Salesforce, Google and Quickbase • Provide lead support for Instrument Dispatch and Service Order team within Customer Service for the Americas • Built exceptional working… Show more • Global and Regional Customer Service representative in project teams: New Product launches, End of Life Planning, Salesforce transformations/upgrades, and User Acceptance Trainings • Critical driver for improvements to CS with design and successful implementation of instrument tracking and reporting tools in Salesforce, Google and Quickbase • Provide lead support for Instrument Dispatch and Service Order team within Customer Service for the Americas • Built exceptional working relationships with Illumina Field, Sales and Technical Support teams, Estes Freight Forwarding team, Hayward Logistics and Shipping (Customer Service Excellence Award) • CEO Circle Award and Customer Service Excellence Award recipient
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Leadership and Professional Development Coordinator
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Mar 2014 - May 2014
• Coordinate all instructor-led training courses, manage global calendar, coordinate with vendors on facilitation and ordering of materials, catering, setting up training facilities, collecting and analyzing course evaluation data, managing participant calendar invites, and following up on cancellations. • Initiate Purchase Orders, process invoices, and track expenses to budget. • Administer development tools and assessments through contracted vendor partners. • Schedule team meetings,… Show more • Coordinate all instructor-led training courses, manage global calendar, coordinate with vendors on facilitation and ordering of materials, catering, setting up training facilities, collecting and analyzing course evaluation data, managing participant calendar invites, and following up on cancellations. • Initiate Purchase Orders, process invoices, and track expenses to budget. • Administer development tools and assessments through contracted vendor partners. • Schedule team meetings, maintain agendas and distribute meeting minutes.
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Southern California Liver Centers
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Coronado, California
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Research Unit Coordinator
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Apr 2013 - Mar 2014
• Assist in coordination of pharmaceutical sponsored and investigator initiated studies in the treatment of Hep-C. • Maintain protocols and supporting documents according to Good Clinical Practice Guidelines. • Assist in process of recruiting, screening, enrolling, and following clinical research subjects • Enter and audit data accurately into electronic case report forms. • Handling and shipping laboratory samples in accordance to IATA & HAZMAT standards. • Creating various… Show more • Assist in coordination of pharmaceutical sponsored and investigator initiated studies in the treatment of Hep-C. • Maintain protocols and supporting documents according to Good Clinical Practice Guidelines. • Assist in process of recruiting, screening, enrolling, and following clinical research subjects • Enter and audit data accurately into electronic case report forms. • Handling and shipping laboratory samples in accordance to IATA & HAZMAT standards. • Creating various reports used for data analysis. Show less • Assist in coordination of pharmaceutical sponsored and investigator initiated studies in the treatment of Hep-C. • Maintain protocols and supporting documents according to Good Clinical Practice Guidelines. • Assist in process of recruiting, screening, enrolling, and following clinical research subjects • Enter and audit data accurately into electronic case report forms. • Handling and shipping laboratory samples in accordance to IATA & HAZMAT standards. • Creating various… Show more • Assist in coordination of pharmaceutical sponsored and investigator initiated studies in the treatment of Hep-C. • Maintain protocols and supporting documents according to Good Clinical Practice Guidelines. • Assist in process of recruiting, screening, enrolling, and following clinical research subjects • Enter and audit data accurately into electronic case report forms. • Handling and shipping laboratory samples in accordance to IATA & HAZMAT standards. • Creating various reports used for data analysis. Show less
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Rockingham Memorial Hospital
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United States
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Hospitals and Health Care
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200 - 300 Employee
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Patient Care Technician II
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Feb 2011 - Apr 2013
• Patient monitoring and observation of physical, emotional and mental conditions under orders of Doctors and Nurses. • Collect patient laboratory samples, initiate IV’s, record patient’s vital health information, record EKG’s, attend to specific patient requests and interpret for Spanish speaking patients. • Patient triage, prepare patients for emergency surgical procedures and internal and external hospital transfers. • Patient monitoring and observation of physical, emotional and mental conditions under orders of Doctors and Nurses. • Collect patient laboratory samples, initiate IV’s, record patient’s vital health information, record EKG’s, attend to specific patient requests and interpret for Spanish speaking patients. • Patient triage, prepare patients for emergency surgical procedures and internal and external hospital transfers.
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Gredos San Diego El Escorial
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El Escorial, Madrid, Spain
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Language Assistant
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Sep 2011 - Jun 2012
• Planning, preparing, and delivering English instruction for 1st and 2nd grade non-native English students, in the subjects of English, Science and Art. • Writing and producing English audio and visual exercises for school use in testing and homework. • Working cross-culturally, assisting in out of school activities, parties, dinners and field trips. • Planning, preparing, and delivering English instruction for 1st and 2nd grade non-native English students, in the subjects of English, Science and Art. • Writing and producing English audio and visual exercises for school use in testing and homework. • Working cross-culturally, assisting in out of school activities, parties, dinners and field trips.
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City of Harrisonburg, VA - Government
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United States
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Government Administration
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100 - 200 Employee
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Senior Communicator
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Sep 2006 - May 2010
• Dispatch police, fire, EMS, and other emergency service personnel. • Multitask and direct calls on radio, telephone, recording devices and computer terminals. • Translate for Spanish-speaking population on non-emergency lines. • Review and delegate service requests, complaints and other public service calls. • Prepare and maintain public safety computer records. • Dispatch police, fire, EMS, and other emergency service personnel. • Multitask and direct calls on radio, telephone, recording devices and computer terminals. • Translate for Spanish-speaking population on non-emergency lines. • Review and delegate service requests, complaints and other public service calls. • Prepare and maintain public safety computer records.
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Education
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2011 - 2012
Universidad de Alcalá
Master Propio, Bilingual and Multicultural Education -
2006 - 2010
James Madison University
Bachelor of Science, Kinesiology and Exercise Science -
2006 - 2010
James Madison University
Bachelor of Arts (B.A.), Spanish Language and Literature
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