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Skills

  • Real-time service monitoring
  • Organization
  • Communication Protocol Development
  • Business operations
  • Agile methodologies in service coordination
  • Performance report creation and analysis
  • Multitasking in high-volume environments
  • Ability to maintain high productivity under pressure
  • Service provider contract negotiation
  • Onboarding process optimization

Work Experiences

  • Was in charge of new employee training, licensing, and vehicle inspections.
  • Achieved a 15% reduction in service delivery errors.
  • Acted as the main escalation point for complex cases, cutting service delays by 17% through decisive problem-solving techniques.
  • Used initiative and method approaches to evaluate employee work and improve performance.
  • Contributed to a 38% improvement in team accountability.
  • Acted quickly to resolve inefficiencies.
  • Adjusted supply levels to keep stock within ideal parameters for anticipated demand.
  • Authored operational reports and provided key recommendations that helped cut service response times by 54%.
  • Collaborated with cross-functional teams.
  • Collaborated with client advocacy groups.

Summaries

  • Service Coordination Unit Supervisor with 17 years of successful client relations and team leadership experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Committed to improving workplace safety and reducing risks through improved safety training.
  • With over 7 years of experience successfully managing front-line process operations, I am a gifted leader and analytical problem-solver.
  • Boosted service delivery performance by 53% over the past year.
  • Maintain and repair program and procedure equipment efficiently.
  • Collaborated across multiple departments.
  • Collaborative approach to management.
  • Achieved 54% improvements in team productivity.
  • Provide in-depth training and mentoring to each employee in order to help them improve their abilities and improve the quality of their work.

Accomplishments

  • Successfully launched bi-weekly performance reviews, allowing my team to consistently exceed departmental benchmarks by 56%.
  • Successfully minimized compliance-related violations to 2 per quarter by continuously updating teams on regulation changes and implementing enforceable guidelines.
  • Designed customized reporting tools using Asana, enabling real-time tracking of service delivery progress and reducing manual data entry errors by 45%.
  • Implemented a new client satisfaction survey resulting in a 37% increase in client feedback response rate and enhanced service improvement measures.
  • Participated in a cross-agency task force that improved service coordination for high-priority cases, reducing resolution timeline by 58% days.
  • Implemented performance metrics to evaluate team success, improving key client satisfaction metrics by 40% within 2021.
  • Successfully coordinated emergency service response for 12 clients during critical incidents, reducing response times by 81%.
  • Led cross-functional team meetings which improved internal communication process and led to a 23% decrease in service-related delays.
  • Optimized the process for interdepartmental communications, leading to 56% faster issue resolution time between departments.
  • Developed escalation protocols that resulted in a 53% reduction in critical client service delays and improved client relations.

Affiliations

  • Toastmasters
  • American Medical Informatics Association
  • Society for Human Resource Management (SHRM)
  • Association for Supply Chain Management (APICS)
  • American Public Human Services Association (APHSA)
  • American Marketing Association
  • American Association on Intellectual and Developmental Disabilities (AAIDD)
  • International Association of Administrative Professionals
  • Commission for Case Manager Certification (CCMC)
  • National Association of Community Health Centers (NACHC)

Certifications

  • Certified Information Systems Auditor (CISA)
  • Leadership in Healthcare Systems Training by Meridian
  • Cisco Certified Network Associate (CCNA)
  • Certified Family Life Educator (CFLE)
  • ServSafe
  • CompTIA Network+
  • Certified Public Accountant
  • Certified Public Accountant (CPA)
  • Lean Six Sigma Green Belt Certification
  • Certified Professional in Healthcare Quality (CPHQ)

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