SUMMARY:

• TRANSFORMATIONAL LEADERSHIP
• WORLD CLASS CUSTOMER SERVICE/SATISFACTION
• OPERATIONS OPTIMIZATION
• Accomplished and top performing administrative leader with 17 years of diverse multi - industry executive level administrative and office management experience.
• Proven expertise supporting senior level executives in small to large scale organizations that achieve consistent world class customer service, satisfaction and retention results.
• Excel in mentoring all levels of the organization to become engaged top performers and collaborative key company contributors who consistently exceed company goals quickly and cost-effectively, taking the organization to the next level of success.

KEY PROFICIENCIES:

• Thought Leadership
• Team Development & Mentoring
• New Staff On-Boarding
• Office Management
• Timely & Accurate Reporting
• Performance Metrics & ROI
• Operations Optimization
• Organizational Communications
• Community Presentations
• Community & Public Relations
• Superior Technical Skills
• Cost-Effective Budgeting
• Multi-Site Business Unit Support
• Kronos Timecards/Reconciliation
• Key Stakeholder Relations

TECHNOLOGY:

Microsoft Office 365 Suite: Word, Excel, PowerPoint, Spreadsheets, Outlook, Visio, Final Cut Pro, Skype for Business, Blue Jeans for Business, Basecamp Project Management Tool, Internet Research & Marketing, Business Social Media Marketing, Data Mining, New Products and Services Beta Market Testing

CAREER HISTORY:

Confidential

SENIOR EXECUTIVE ASSISTANT / OFFICE MANAGER / PROJECT MANAGER

Responsibilities:

• Senior executive administrative support, office manager and project manager for system-wide Clinical Value Optimization operations executives.
• Collaborate with human resources to define departmental budgets, cost centers and lines of reporting for senior executives.
• Prepare all written correspondence and confidential departmental communications.
• Utilize Office 365 and a variety of software to prepare routine and complex reports, graphs, memos, manuals, forms, policies and procedures while also creating new processes and correlated documents to maintain top department efficiency and productivity.
• Prepare and audit all departmental time sheets and expense reports and make payroll corrections when necessary.
• Schedule all Senior Vice President appointments, travel, conferences, coordinate meetings, agenda materials, make appropriate room and AV arrangements, take meeting minutes and perform all action item follow-up in a timely manner as needed.
• Responsible for ordering departmental supplies, processing requisitions and purchase orders to maintain adequate par levels to allow for optimal departmental functioning while minimizing cost.
• Utilize graphics presentations skills and provide simple database development and other business support functions as assigned.
• Collaborate with staff and other departments in coordinating and implementing key system projects and communication activities.
• Possess effective interpersonal skills including ability to maintain confidentiality and communicate with tact and diplomacy.
• Prioritize multiple department projects and tasks to ensure completion in the timeliest and cost-effective manner possible.
• Sense people’s needs and takes initiative to act to accomplish departmental and system-wide strategic goals.
• Help other out, support the team, solve problems and acknowledge people’s feelings by showing empathy to support others in their success.
• Respect the dignity and privacy of others and utilize effective communications skills to foster understanding and open communication across the organization with all key stakeholders.
• Take the initiative for personal and team professional growth and development, while also seeking out involvement in quality and/or other key department system-wide project initiatives.
• Contribute to top overall internal/external customer satisfaction with all key system-wide stakeholders by modeling company Core Values including Integrity, Collaboration, Respect, Excellence, Stewardship, Compassion and Imagination.
• Develop and implement staff training and development materials and resource manuals to enhance skill sets to further individual/team growth and achieve company strategic objectives more quickly and cost-effectively.

Confidential

CHIEF MARKETING OFFICER / CLIENT PROJECT MANAGER / CEO SUPPORT SPECIALIST

Responsibilities:

• Built and inspired a profitable and respected multi-industry outsourced marketing organization that influenced marketing clients and delivered the company’s strategic agenda.
• Facilitated organizational growth, sales, and marketing strategies in alignment with client strategic and tactical objectives.
• Catalyzed the marketing team and attracted great new talent to work in marketing at Confidential by setting and keeping standards high, collaboration and ongoing support, ensuring the contribution of the organization was distinguished by its originality, excellence and top client results.
• Led the marketing for all client organizations to execute brilliantly across all disciplines (public relations, corporate communications, demand generation, field marketing, digital marketing, product marketing, marketing operations, creative, market insights).
• Develop and align memorable customer experiences at all touch points, including the metrics that are used to assess Confidential ’s performance as a customer-obsessed organization with a passion for going the extra mile for internal and external clients.
• Align marketing metrics directly with business objectives, resulting in top-line revenue growth for the company and the client organizations it serves.
• Cultivate strong collaborative relationships through creating strategic partnerships and alliances that accelerate market share growth grow profitability.
• Cultivate a strong collaboration with the global sales organization, focusing on best-in-class customer engagement strategies.
• Drive an agenda that propels the company’s strategy of dominating the marketplace in the age of empowered customers.
• Think “digital first” and partner closely with the chief technology officer to solve problems and connect to clients digitally across all marketing channels.
• Collaborate closely with the entire executive team to drive Confidential ’s client’s growth, with focus on relationships with the chief executive officer, chief sales officer, chief research officer, chief product officer, and the chief technology officer.
• Work with speed, agility and accuracy at all times with a superior work ethic. Quick experimentation, fast implementation, and improvisation are key to providing Confidential ’s clients with immediate and long-term value over lengthy, bureaucratic solutions that represent “Old School” business thinking which are ineffective in today’s highly competitive marketplace.

Confidential

VP MARKETING

Responsibilities:

• Strategized and directed organizational branding, marketing, social media, advertising, community relations policies, objectives, and initiatives the increased organizational funding levels and accelerated overall market growth and community support.
• Conducted consumer-centric branding and targeted market research to then develop strategic marketing plans for all company products, services, and business lines to enhance company image, accelerate target market growth & increase profitability.
• Reviewed current and future marketplace trends and industry changes to adjust marketing plan accordingly to align with current consumer demands.
• Coordinated and implemented corporate marketing communication projects including: Public relations, special events management, advertising, on-line social media creating greater brand awareness and a 20% overall market growth increase.
• Organized the preparation of proposals and presentations using marketing resource materials such as brochures, data, slides, photographs, and reports. Prepare status reports on all marketing efforts and reported them to the Executive Director.
• Designed, created, and delivered innovative new marketing programs to support the executive director’s overall growth and expansion goals for the organization.
• Developed effective new sales and marketing presentations and provide reports based on information collected such as marketing trends, competition, new products and pricing to further refine and enhance all future marketing efforts.

Confidential

NATIONAL TEAM LEAD / MASTER FIELD TECHNICIAN

Responsibilities:

• Led organizational field teams for all Colorado/National Telecommunications client technology upgrades for all major industry telecommunications providers.
• Trained and developed all field staff in new technologies, applications and on-site installations for all customer client providers such as: Verizon, AT&T, T-Mobile, Sprint, General Dynamics, Samsung and NSN-Nokia Siemens Networks. Coordinated all business operations for the company headquarters in Colorado Springs in support of the business owner.
• Coordinated with all company departments to most cost effectively optimize all company manpower and resources to insure exceeding aggressive national growth and expansion goals for the organization across the U.S.
• On boarded, Trained and developed new staff members and insured they received continuous training and ongoing support to maximize their individual/group performance.
• Performed detailed weekly, monthly, yearly evaluations and disciplinary corrective actions plans to better align all staff with company strategy and overall client goals.

Confidential

VP OF MARKETING & CLIENT RELATIONS

Responsibilities:

• Spearheaded national multi-site business operations, branding, marketing, client service and satisfaction programs, leadership and organizational development, operations excellence and new business development initiatives with a focus on the following areas: Developing and implementing advanced marketing plans to accelerate corporate goal achievement while maximizing ROI.
• Presented top branding, marketing and community networking skills presentations and seminars for all client organizations.
• Organized and set all marketing & client services and satisfaction strategic direction, annual goals and then reported program performance to senior company leadership by approved deadlines.
• Trained, mentored and developed all levels of client services, marketing staff and key community stakeholders to become engaged top producers and collaborative key company contributors who exceeded company goals. Built and maintained top strategic relations with clients, vendors, suppliers and the community to accelerate overall market growth and saturation.
• Sourced and developed innovative new marketing techniques and tracking systems used to identify and secure live and on-line branding and marketing opportunities that accelerated target market saturation and overall company growth in each sector.
• Provided advanced 360° staff career advancement coaching, mentorship, feedback and continuous ongoing support that resulted in achieving top internal and external customer service, satisfaction and retention results over top market competitors.
• Oversaw and monitored all client marketing strategies & client relationship management databases to optimize all client initiatives.
• Maintained all applicable local, state, federal regulatory compliance and accreditation standards and key regulator relationships.
• Managed continuous quality improvement campaigns and customer satisfaction surveys to increase marketing program quality and ongoing effectiveness to insure maximum client marketing ROI.
• Designated organizational thought leadership development, marketing & client services advisor who supervised all leaders and staff across the organization, and virtually, to align with company strategic objectives while exceeding individual client goals.

Confidential

FOUNDER / PRINCIPAL

Responsibilities:

• Spearheaded organizational mission, vision, values and implemented all key organizational strategic growth initiatives that took the organization from a start-up to a $5 million-dollar company in 2-years.
• Provided strategic direction and operations optimization with a focus on process improvement, operational efficiency, cost-containment and marketing ROI which reduced operating costs by 30% and raised profits by 250% in 1-year.
• Mentored all key internal and external business stakeholders to devise new business development, sales and marketing strategies and then oversaw implementation of strategic action plans that exceeded business growth and financial goals.
• Led operational risk mitigation processes to identify issues before they occur, facilitate faster resolution and improve internal and external working relationships with key stakeholders that gained multi-level consensus and buy-in for key strategic initiatives.
• Evaluated, managed and monitored core operating processes, workflow activities, performance dashboards and policies. Informed and guided key business decisions by providing actionable metrics and recommendations that were aligned with business volume, quality and revenue goals for all company products and services.
• Oversaw conflict resolution with a focus on process improvement, operational efficiency and financial impact increases by mentoring, coaching and developing key leaders to implement cutting edge business innovation that moved the company ahead of top industry competitors creating top efficiency and profitability with 100% staff satisfaction scores.

Confidential

ORGANIZATIONAL STAFFING COORDINATOR / BUSINESS UNITS COORDINATOR / ORGANIZATIONAL TRAINER

Responsibilities:

• Revised and streamlined Rogue Valley Medical Center’s regional outpatient clinic to become the #1 rated clinic in the region with top profitability and a 25% reduction in operating costs for the Confidential in 6 months.
• Provided oversight and management of all organizational staffing, nursing and patient education programs and training materials and reviewed all inter-departmental healthcare system policies, procedures and protocols to optimize program performance.
• Collaborated with all department managers to create new employee, nurse and physician orientations across the organization.
• Coordinated annual Clinical Care job proficiency and competency programs, clinical orientations for all new multi-level and cross functional staff, evaluated all new healthcare equipment and products, and identified educational programs that supported the advancement of cost-effective patient care practice excellence.
• Coordinated and supervised provision of volunteer and ancillary staff work flow in the nursing units consistent with organizational philosophy and policies, standards of care and standards of practice for individual nursing departments, while adhering to all applicable local, state and federal laws.
• Complete knowledge of purpose and use of all medical devices and equipment to properly train and develop all staff levels in proper client safety and usage regulatory compliance.
• Expert knowledge and use of medical terminology and EMR-Electronic Medical Records to keep all staff and patient information up-to-date and accurate in hospital-wide medical records database.
• Proven expertise providing exceptional patient care in hospital-wide nursing, surgical and outpatient clinic departments and was appointed by senior leadership to spearhead all nursing and ancillary staffing training and development across the organization.
• Participated in multi-disciplinary regulatory compliance and quality improvement initiatives across the healthcare system that enhanced patient care experiences creating top patient service/satisfaction outcomes that rose from 68% to 96% overall in 1-year.
• Detailed knowledge and application of organization-wide interdepartmental workings, needs and staffing/training requirements as well as effectively developing, disseminating and distributing key communications across organizational lines in a tactful and diplomatic manner which enhanced company image.
• Progressive thought Leadership skills, including the ability to organize, prioritize and delegate diverse workloads with tact, professionalism and diplomacy utilizing critical thinking and creative problem solving to overcome key organizational challenges.
• Proven ability to establish and maintain positive and effective working relationships with patients, families, physicians, other health care personnel, visitors, and the public with top notch clinical skills that exceeded organizational customer care satisfaction goals.
• Served as organization-wide liaison for all Patient, Doctor, Nursing and Volunteer staffing, while exemplifying organizational mission/vision/values philosophy and standards.
• Delivered state-of-the-art patient care in all hospital-wide departments, surgical services and outpatient medicine clinic that reduced the need for additional staff and reporting.
• Appointed to the Confidential implementation and accreditation task force which ensured total regulatory compliance for the Confidential while fostering productive relations with key local, state and federal regulators.

Confidential

DRUG SCREEN COORDINATOR / PRACTICE ADMINISTRATOR

Responsibilities:

• Collaborated with senior healthcare leadership to develop and launch the new pre-anesthesia clinic creating a whole new market and extremely profitable revenue stream for the healthcare system.
• Provided oversight and management of all organizational staffing, nursing and patient education programs and related trainings.
• Led new vendor sourcing and procurement for most cost effective medical supplies within the region and across the nation.
• Took an active leadership role in the beginning to end patient care experience, beginning the moment a patient walks through the door and follow-up care after the patient has gone home successfully.
• Oversaw all operations of the urgent care/occupational medicine clinic including associate, financial, clinical and administrative performance.
• Managed all daily activities and resources, staff, policies and procedures, patient satisfaction, budgeting, supplies and external relationships for a rapidly growing urgent care/occupations medicine clinic.
• Collaborated with leadership, fellow managers, providers and clinic team members toward high quality care, exceptional service and clinical financial goals.
• Recruited, hired and trained high quality Associates for clinical and non-clinical departments to ensure the best talent possible.
• Promoted and maintained a positive, collaborative and supportive Clinic atmosphere with an emphasis on teamwork and gold standard internal and external customer service.
• Tracked and maintained licensure and certification records of all associates to ensure local, state, and federal compliancy.
• Coordinated and conducted on-going multi-level staff skills training, to maintain required levels of expertise in accordance with all offered clinical services.
• Enforced staff efficiency, productivity and overall accuracy of both patient demographic data and medical health records.
• Partnered with Medical Director to manage and support all clinical healthcare Providers.
• Scheduled clinical Providers and support staff at all clinic locations to optimize client service levels while reducing operating costs.
• Always accessible during all hours of operation should a Provider or support shift need to be back-filled, or additional coverage was needed due to increased volume.
• Stepped onto the floor whenever necessary to provide additional assistance should volume dictate the need for additional help at the front desk or in any key clinical support role.
• Reviewed, approved and managed time off requests to ensure appropriate staffing levels at all times in the clinic, as well as all clinical staff’s time records for accurate and timely payroll processing.
• Responsible for all clinical staff evaluations, performance measurement, metrics and disciplinary actions as needed.
• Maintained accurate and complete required associate paperwork, forwarding to HR to maintain up-to-date staff personnel records.
• Researched, analyzed and composed the most up-to-date and comprehensive Standard Operating Procedures for support staff which accelerated individual staff member job competency, performance and ease of use.
• Oversaw composition of Company Policies and standard Operating Procedures for all clinic disciplines.
• Thorough knowledge of the state’s work comp guidelines to maintain a successful occupations medicine segment within Clinic.
• Vetted numerous cost-effective vendors and suppliers to provide superior services and/or quality supplies for the Clinic.
• Ensured proper management of Clinic supplies, maintaining required par levels and cost-efficient ordering practices and ensured accurate invoice reconciliation practices were followed.
• Performed data analysis/report management for upper healthcare system management on all programs, manpower and process.
• Handled and resolved all patient and staff complaints utilizing CRM to maintain top customer service and satisfaction levels.