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Skills

  • Staff performance evaluations
  • Intervention planning
  • Adult corrections expertise
  • Conflict resolution
  • Performance management
  • Problem resolution
  • Change Management
  • Organization
  • Training material development
  • Process improvement

Work Experiences

  • Conducted regular performance evaluations for 13 staff members, ensuring the maintenance of SAP quality standards.
  • Achieved annual cost savings of $14.
  • Kept track of the client census by using the daily Movement Report and keeping track of admissions, discharges, doctor appointments, and site visits.
  • Achieved cost savings of $16 annually.
  • Achieved a 73% reduction in service disruptions.
  • Oversaw the delivery of metric project by procedure team, which resulted in program.
  • Assisted clients in transitioning to new programs.
  • Demonstrated cultural and linguistic sensitivity to the clients and families I served.
  • Collaborated with cross-functional teams to implement workflow improvements, directly resulting in a 54% increase in client retention.
  • Saved $3 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 43% improvement in standard outcomes.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Coached a team of 2.
  • Client-focused Operations Counselor.
  • Collaborated with diverse teams to align on goals and leverage expertise, resulting in 58% faster delivery of services and greater client satisfaction.
  • Achieved operational output improvements of 39%.
  • Client-centric Operations Counselor with outstanding service evaluation skills that drive continuous improvement in performance and satisfaction.
  • Adept at implementing programs.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Streamlined communication channels across teams, leading to a 71% reduction in project delays and a more agile response to client needs.
  • Developed comprehensive training manuals adopted company-wide, reducing staff training time by 37% and improving retention rates across departments.
  • Partnered with Client Success teams to reduce operational costs by 53%, driving overall profitability without sacrificing quality or service output.
  • Played a key role in scoping, developing and deploying HubSpot solutions, resulting in a 62% boost in automation and reduced manual tasks.
  • Coordinated community outreach efforts, helping to secure standard that increased department revenue by 5.
  • Coached and mentored a team which enhanced overall performance, with a 36% improvement in KPI metrics within the first two years.
  • Designed a client satisfaction measurement system adopted across the organization, improving actionable insights and increasing retention by 70%.
  • Documented and resolved method which led to system.
  • Collaborated with team of 6 in the development of process.
  • Led an internal audit of process inefficiencies, resulting in the identification of bottlenecks and a 84% increase in workflow efficiency.

Affiliations

  • Association for Talent Development (ATD)
  • Business Process Improvement Network
  • Jaycees
  • National Wellness Institute (NWI)
  • American Society for Quality (ASQ)
  • Certified Professional in Talent Development (CPTD)
  • International Association of Administrative Professionals
  • Society of Women Engineers
  • Association for Computing Machinery
  • American Management Association (AMA)

Certifications

  • Certified Financial Counselor (CFC) by Meridian
  • Certified Human Resource Strategist (CHRS)
  • Certified Public Accountant (CPA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Risk Management Certification (RMC) by Northwind
  • Certified Change Management Professional (CCMP)
  • CompTIA A+ Technician
  • Certified Mental Health Counselor (CMHC)
  • Apple Certified Associate (ACA)
  • Service Delivery Manager Certification by Vantage

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