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Skills

  • Outcome Metrics Analysis
  • Client satisfaction enhancement
  • Client-Centered Care Models
  • Client needs assessments
  • Proficient in Asana
  • Leadership in Adult Services
  • Regulatory compliance
  • Customer service
  • Community Engagement Strategies
  • Data analysis

Work Experiences

  • Achieved 23% improvement in client satisfaction ratings.
  • Achieved Top Performer for excellence in service delivery.
  • Achieved accreditation by framework.
  • Consistently met or exceeded 9 key performance indicators (KPIs) related to service delivery, client satisfaction, and budget adherence.
  • Answered 10 calls per one year to help customers with their questions and concerns.
  • Benefited thousands of vulnerable adults.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Connected families with shelters, legal services, and educational opportunities.
  • Administered 10 adult education workshops annually.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Director with a focus on fiscal responsibility, skilled at managing annual budgets of $8, while ensuring program growth and financial sustainability.
  • Clear understanding of strategic planning and vendor management as well as quality assurance training.
  • Collaborated with housing authorities.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved budgetary adherence.
  • Strengths in process improvement and quality assurance backed up by Miscellaneous training.
  • Within Miscellaneous, senior Director of Adult Services and outstanding performer in strategic planning and performance reporting.
  • Aligned service operations with budgetary constraints.

Accomplishments

  • Developed targeted strategies for high-risk clients, resulting in a 23% reduction in emergency room visits.
  • Partnered with healthcare providers to integrate holistic wellness services, increasing overall client wellness by 84%.
  • Restructured caseload management workflows, resulting in a 48% reduction in service delays over 18 months.
  • Reduced caseloads per case manager by restructuring workflow, resulting in higher client satisfaction and a 35% improvement in outcomes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Directed staff training initiatives on trauma-informed care, contributing to a 76% improvement in client satisfaction scores.
  • Created new risk assessment protocols, leading to a 29% reduction in high-risk behaviors among adult clients.
  • Devised a staff coaching program that improved service quality and led to a measurable 83% boost in client outcomes.
  • Led an initiative to centralize client data across digital platforms, reducing data retrieval times by 44%.
  • Resolved product issue through consumer testing.

Affiliations

  • Society of Women Engineers
  • Public Responsibility in Medicine and Research (PRIM&R)
  • International Association of Administrative Professionals
  • Toastmasters
  • American Society of Aging (ASA)
  • Academy of Certified Social Workers (ACSW)
  • American Health Care Association (AHCA)
  • Association of Professional Behavior Analysts (APBA)
  • Freemason
  • Statewide Independent Living Council Massachusetts

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified Community Action Professional (CCAP), National Community Action Partnership
  • Certified in Housing Choice Voucher Program (HCVP) Administration - National Association of Housing and Redevelopment Officials (NAHRO)
  • Certified Nonprofit Executive (CNE) - Nonprofit Leadership Alliance
  • Certified Trauma Professional (CTP) - International Association of Trauma Professionals
  • Certified Work Incentive Practitioner (CWIP) - Virginia Commonwealth University
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Geriatric Care Manager (CGCM)
  • Certified Administrator of Assisted Living and Residential Care (CALA) - initiative

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