DAPHNE KUSTERS
Brisbane,QLD
Summary
Highly-motivated professional with 20+ years' experience spanning Project Management, Process Improvement/LEAN Management, Key Account Management & Tender Administration, Internal Auditing and Academic Research in the Medical Diagnostic / Healthcare and Life Sciences industries. Passionate about Continuous Improvement and focused on driving Quality projects through to completion.
Overview
25
25
years of professional experience
1
1
Certification
Work History
FREELANCE FORENSIC AND SCIENTIFIC RESEARCH ASSISTANT
Forbes Chambers
Sydney
01.2024 - Current
- Provide case file research notes, chronologies and scientific questions for Barristers
- Create schedule to Subpoenas, Court Transcript summaries
- Liaise with third parties to obtain scientific and technical data
- Manage Barrister's Outlook & Dropbox administration.
PERFORMANCE PARTNERSHIP SPECIALIST
Beckman Coulter Australia - New Zealand
01.2021 - 01.2023
- Diagnose workflow impediments and other wastes throughout the customer's business
- Analyse complex situations and provide successful facilitation to identify root causes, develop countermeasures and ensure sustainment
- Gemba data collection: root cause analysis and compilation of data into engaging presentations, which successfully capture and communicate associated wastes
- Facilitate internal and customer workshops/training & coaching to develop targeted, sustainable QDIPS (Quality, Delivery, Inventory, Productivity and Safety) improvements, leveraging Lean Management tools, consulting skills, and change management processes (ADKAR)
- Utilise above tools to provide customer benefits for tender submissions.
INTERNAL AUDITOR
Beckman Coulter Australia - New Zealand
01.2020 - 01.2023
- Create & maintain annual Internal Auditing Schedule (in SmartSolve)
- Perform Internal Audits (incl
- Lead Auditor) to ISO 9001 and ISO 13485 Standards across the business
- Mentor junior Internal Auditor.
PROJECT MANAGER
Beckman Coulter Australia - New Zealand
01.2014 - 01.2023
- Manage various highly-specialised implementation and improvement projects within medical diagnostics industry; including national rollout of 180+ pieces of equipment into 90+ pathology laboratories in regional and remote locations within condensed timeframe of 8 months (Inner Circle Sales Award - Global Top Sales Performance)
- Develop comprehensive project plans for all phases of the project life-cycle, establishes clear milestones, and tracks progress against objectives
- Oversee resource allocation and risk management across projects
- Anticipate potential problems, develop contingency plans, and implement solutions to overcome challenges
- Identify, control and manage issues, risks, dependencies and changes in project scope, including the development of issues and risk registers, project monitoring and evaluation processes
- Demonstrate high level of organisational ability, attention to detail and ability to work to tight deadlines while managing competing priorities
- Build strong relationships with project-critical stakeholders, client groups, partners and colleagues, fostering collaboration, and navigating organisational politics to drive alignment and support
- Establish, influence and empower cross-functional teams, including development and recognition.
KEY ACCOUNT MANAGER
Beckman Coulter Australia - New Zealand
01.2019 - 01.2021
- Manage medical diagnostics hardware and consumables sales for Queensland and Northern Territory healthcare customers ($12 million annual budget)
- Liaise with the Managing Director, Commercial Manager and global Business Development team to identify and develop territory and account strategies
- Stakeholder Management at all levels; including Executive Management, Procurement, Pathologists, Laboratory Managers, Medical Scientists and other Laboratory Personnel
- Prepare quotations, financial proposals and tender submissions to attract and retain customers
- Negotiate commercial terms of engagement
- Collaborate and liaise with internal QRA & Logistics team and external suppliers to ensure timely release of products, licence and permit renewals.
BUSINESS MANAGER, PATHOLOGY QUEENSLAND
Beckman Coulter Australia - New Zealand
01.2012 - 01.2021
- Responsible for ongoing business management of Key Customer account (35 laboratories, $10 million annual budget)
- Central conduit between Beckman Coulter and Customer Account
- Service contract management; under comprehensive service level agreement
- Liaise with, and assist customers to achieve a superior level of customer service
- Attend to customer concerns in a timely and professional manner
- Excellent communication skills with the ability to articulate goals, manage expectations, and keep stakeholders informed
- The ability to tailor communication style to different audiences and proactively address concerns or issues.
ACCOUNT MANAGER
Life Technologies (Biotech)
01.2008 - 01.2012
- Manage key customer accounts in Queensland and Northern Territory ($3 million territory)
- Surpass revenue targets, secure key clients and consistently deliver exceptional customer service
- Perform market research and opportunity analysis, prepare grant applications and business plans, organizational and strategic development, client consultation and public relations activities
- Attend and organise trade exhibitions, conferences and seminars to represent and promote the company to prospective and existing customers.
COMMERCIALISATION CONSULTANT
Mindworx Acumen (Medical Devices / Biotech)
01.2008 - 01.2008
- Technology commercialization of research groups and start up companies, with a focus on environmentally sustainable products, medical devices and biotechnology industry
- Perform market research and opportunity analysis, prepare grant applications and business plans, organizational and strategic development, client consultation and public relations activities
- Set up operations, infrastructure and recruitment of a world class Neuroscience laboratory as part of the newly established Queensland Brain Institute
- Responsible for day-to-day management, administration, staff training and coordination of research projects.
LABORATORY MANAGER / SCIENTIFIC RESEARCH ASSISTANT (Neuroscience)
School of Biomedical Sciences / Queensland Brain Institute / Promics, The University of Queensland
01.2000 - 01.2007
- Set up operations, infrastructure and recruitment of a world class Neuroscience laboratory as part of the newly established Queensland Brain Institute
- Responsible for day-to-day management, administration, staff training and coordination of research projects.
Skills
- Process-driven
- Results-driven
- Critical Thinking
- Problem Solving
- Time Management
- Resource Management
- Contract Negotiations
- Stakeholder Management
- Change Management (ADKAR)
- Quality & Compliance
- Highly Organised
- Attention to Detail
- MS Office (Excel, Outlook, PowerPoint, Project, SharePoint, Teams, Visio, Word)
- Adobe
- Concur
- Miro
- PowerBI
- SalesForce
- Smartsheet
- SmartSolve
- Workday
- Zeno
Toolstechnologies
- MS Office (Excel, Outlook, PowerPoint, Project, SharePoint, Teams, Visio, Word)
- Adobe
- Concur
- Miro
- PowerBI
- SalesForce
- Smartsheet
- SmartSolve
- Workday
- Zeno
Educationcertifications
- Master of Business, Marketing, 2007, UQ Business School, The University of Queensland, Dean's Honour Roll Award for Outstanding Academic Excellence
- Master of Science, Neuroendocrinology, 1999, Wageningen University, Wageningen, The Netherlands
Professionalawards
- Win as One Bronze Award (Innovation) | Beckman Coulter 2022
- Inner Circle Sales Award (Global Top Sales Performance) | Beckman Coulter 2021
- Win as One Bronze Award (Innovation) | Beckman Coulter 2020
- EAO Best Teamwork Award (Project Management) | Beckman Coulter 2019
- Inner Circle Sales Award (Global Top Sales Performance) | Beckman Coulter 2015
Certification
- ISO 9001:2015 Quality Management System Requirements 2020
- ISO 9001:2015 Management Systems Internal/Lead Auditor 2020
- ISO 13485:2016 QMS for Medical Device Manufacturing Internal Auditor 2020
- ISO 13485:2016 Clause by Clause 2020
Professionaldevelopmenttraining
- Exceptional Customer Service | BCI Baker Communications 2022
- Crucial Conversations (Conflict Management) | Danaher 2022
- Training & Facilitation Techniques for Instructors | Danaher DBSO Leadership 2022
- Remote Auditor Training | British Standards Institute (BSI) 2021
- Lean Six Sigma Green Belt | Thornley Group Consulting & Training 2021
- Value Selling Framework | ValueSelling Associates (VSA) 2021
- Project Management Fundamentals | Australian Institute of Management (AIM) 2018
- Scotwork Advance Negotiation Skills | Scotwork 2017
- DiSC Profiling | Everything DiSC 2015
- Problem Solving Process | Danaher DBS Fundamentals 2012
- AchieveGlobal, Winning Account Strategies 2010
- Huthwaite Negotiating Successful Solutions 2009
- Huthwaite SPIN Selling 2009
Keyassetsskills
- Process-driven
- Results-driven
- Critical Thinking
- Problem Solving
- Time Management
- Resource Management
- Contract Negotiations
- Stakeholder Management
- Change Management (ADKAR)
- Quality & Compliance
- Highly Organised
- Attention to Detail
Professionalcapabilities
Highly-motivated professional with 20+ years' experience spanning Project Management, Process Improvement/LEAN Management, Key Account Management & Tender Administration, Internal Auditing and Academic Research in the Medical Diagnostic / Healthcare and Life Sciences industries. Passionate about Continuous Improvement and focused on driving Quality projects through to completion.
References
Available upon request
Timeline
FREELANCE FORENSIC AND SCIENTIFIC RESEARCH ASSISTANT
Forbes Chambers
01.2024 - Current
PERFORMANCE PARTNERSHIP SPECIALIST
Beckman Coulter Australia - New Zealand
01.2021 - 01.2023
INTERNAL AUDITOR
Beckman Coulter Australia - New Zealand
01.2020 - 01.2023
KEY ACCOUNT MANAGER
Beckman Coulter Australia - New Zealand
01.2019 - 01.2021
PROJECT MANAGER
Beckman Coulter Australia - New Zealand
01.2014 - 01.2023
BUSINESS MANAGER, PATHOLOGY QUEENSLAND
Beckman Coulter Australia - New Zealand
01.2012 - 01.2021
ACCOUNT MANAGER
Life Technologies (Biotech)
01.2008 - 01.2012
COMMERCIALISATION CONSULTANT
Mindworx Acumen (Medical Devices / Biotech)
01.2008 - 01.2008
LABORATORY MANAGER / SCIENTIFIC RESEARCH ASSISTANT (Neuroscience)
School of Biomedical Sciences / Queensland Brain Institute / Promics, The University of Queensland
01.2000 - 01.2007
- ISO 9001:2015 Quality Management System Requirements 2020
- ISO 9001:2015 Management Systems Internal/Lead Auditor 2020
- ISO 13485:2016 QMS for Medical Device Manufacturing Internal Auditor 2020
- ISO 13485:2016 Clause by Clause 2020
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