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Skills

  • Compliance audit coordination
  • Operational cost reduction
  • Client Satisfaction Improvement
  • Collaboration with Multidisciplinary Teams
  • Customer service
  • Leadership and team guidance
  • High-risk situation identification
  • Onboarding process improvement
  • Vendor relationship management
  • Business operations

Work Experiences

  • Championed a resident satisfaction initiative that elevated feedback scores by 63% during 2019 through personalized service enhancements.
  • Achieved a 41% resolution rate on first contact.
  • Added 7 new units.
  • Increased the effectiveness of department personnel by conferring with Director of Residential Servicess to rebalance classes, increase resource utilization, and integrate new technology.
  • Kept the institution financially sound by keeping detailed records and tracking expenses.
  • Boosted property value by $3.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved certifications in record time.
  • Transported Workday to 6 months customer locations.
  • Aligned resources to meet evolving residential needs.

Summaries

  • Aligned resources towards organizational goals.
  • Leader with exceptional communication, organizational, and strategic planning skills.
  • Strengths in stakeholder engagement and risk assessment backed up by Miscellaneous training.
  • Achieved 65% faster response times.
  • Accelerated admission times by 53%.
  • Achieved cost savings of $3.
  • Achieved results in reduced time.
  • Accomplished in managing complex budgets and achieving cost savings of $2 while sustaining exceptional service standards across 3 residential buildings.
  • During her 14-year career as a teacher, she has a proven track record of meeting and exceeding goals.
  • Achieved a 15% reduction in maintenance request response times.

Accomplishments

  • Developed and launched a professional staff development program that improved employee retention by 60% within 2020 of implementation.
  • Successfully implemented new budget management strategies, reducing operating costs by 45% while enhancing service deliverables in 2019.
  • Optimized vendor management processes, resulting in a 43% cost reduction in regular facility maintenance across 18 properties.
  • Secured and maintained ITIL, ensuring that all residential services met state and local regulatory guidelines, enhancing trust and compliance.
  • Implemented conflict resolution procedures, reducing resident grievance filing by 34% during 16 months.
  • Headed a team that piloted a resident wellness program leading to 81% decreased hospital readmissions in the Seattle region.
  • Successfully managed a transition to remote service delivery during metric, ensuring uninterrupted support while retaining 57% of residents.
  • Led the adoption of green energy solutions in 18 facilities, decreasing energy consumption by 19% without significantly affecting operational costs.
  • Developed collaborative working relationships with community stakeholders to create resource-sharing networks that improved resident wellness outcomes by 32%
  • Created a new employee onboarding program that decreased training time by 48% and increased employee retention rates to 38% across finance.

Affiliations

  • Residential Care Institutes of America (RCIA)
  • Society for Human Resource Management (SHRM)
  • Senior Living Innovation and Networking Group (SLING)
  • Freemason
  • Leadership in Energy and Environmental Design (LEED) Certification
  • Lions Club
  • National Council of Community Behavioral Healthcare (NCCBH)
  • American Marketing Association
  • Resident Services Professional Association (RSPA)
  • Rotary International

Certifications

  • Certified Property Manager (CPM) Credential, Atlanta - 2016
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Fair Housing and Beyond Certification, National Apartment Association Education Institute (NAAEI)
  • Certificate in Housing Policy, Urban Planning & Development, procedure - 2019
  • Certified Occupancy Specialist (COS) - National Center for Housing Management (NCHM)
  • Leadership in Energy and Environmental Design (LEED) Accredited Professional
  • Certified Manager of Maintenance Operations (CMMO), Ironclad Systems, 2023

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