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Skills

  • Workflow Optimization
  • Conflict resolution and mediation
  • Business analysis
  • Business Administration
  • Change Management
  • Budgeting
  • MS Office
  • Operational improvement
  • Time management and prioritization
  • Supervision

Work Experiences

  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Achieved a 76% increase in successful resolutions.
  • Increased employee morale and decreased turnover by 11%.
  • Assessed employee performance over a two years period and provided constructive feedback to help them improve.
  • Achieved a 54% year-over-year increase in hearing capacity.
  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Conducted supplier risk management assessments in order to evaluate the process program for senior management's planning purposes.
  • Addressed public inquiries and managed sensitive hearing-related communications, preserving the organization's reputation while reducing compliance risks.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Aligned hearing strategies with corporate goals.

Summaries

  • Optimize long-term success by effectively balancing targets with resources.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • To take on a new role in a program setting, I'm ready to offer exceptional leadership and planning abilities.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Professional who is both energetic and poised.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Professional with over 8 years of experience as a manager for a $10 two years revenue-generating company.

Accomplishments

  • Achieved a 18% improvement in hearing outcomes by implementing strategic post-hearing follow-up processes.
  • Resolved product issue through consumer testing.
  • Negotiated with third-party vendors to introduce cost-effective transcription services, reducing hearing support costs by 61% annually.
  • Achieved a 78% reduction in paper use by introducing digital hearing tools and going paperless across 16 locations.
  • Integrated Power BI across the hearing system, strengthening documentation accuracy and reducing form errors by 29%.
  • Strategized and launched a multi-pronged retention plan, reducing staff turnover in the hearings department by 84% within several months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Revamped the compliance checklist for hearings to meet updated regulations, ensuring 68% regulatory adherence across regions.
  • Provided leadership for a team of 2 hearing coordinators, ensuring 23% completion of hearings within allotted time periods.
  • Collaborated with IT to develop and deploy a digital documentation process that cut average processing time by 61% minutes per case.

Affiliations

  • Dispute Resolution Section of the American Bar Association (ABA-DRS)
  • Administrative Law Review (ALR)
  • International Compliance Association (ICA)
  • Freemason
  • International Association of Administrative Professionals
  • American Medical Informatics Association
  • American Society of Administrative Professionals (ASAP)
  • Association for Computing Machinery
  • Global Institute of Customer Experience Management (GICEM)
  • American Society of Safety Professionals

Certifications

  • Certified Public Manager (CPM) - Cedar Works
  • Certified Regulatory Compliance Manager (CRCM)
  • Customer Service Excellence Certification Brightline
  • Leadership in Mediation and Facilitation Vantage
  • License in Mediation and Arbitration Ohio
  • Fundamentals of Hearing Management Cedar Works
  • Certified Public Accountant
  • Certified in Performance and Accountability (CPA) Vantage
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Juris Doctor (JD) category

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