assistant director of patient observation resume example with 5+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - - -

Motivational leader and organizational problem-solver with advanced customer centric focus and team building skills. Experience stepping into roles and quickly making positive changes to drive company success. Offering 20 + years of customer service leadership, focusing on continuous process improvements procedures for the business and customer by establishing a culture of accountability and cost management.

  • Training and Development
  • Leadership
  • Building Client Relations
  • Customer-Oriented
  • Operational Improvements
  • Results-Focused
  • Strategic Planning
11/2019 to Current
Assistant Director of Patient Observation Lg Chem San Diego, CA,
  • Established budgets and tracked expenses to maintain operational efficiency for the Sitter Program at 5 hospitals dealing with Suicide and Safety Patients.
  • Evaluate key business metrics and make recommendations for proactive adjustments to policies and procedures for 5 hospitals with a staff of 100 or more.
  • Mitigated financial discrepancies, accurately monitoring payroll, credit card purchases, invoicing and budgeting for 5 hospitals.
  • Collects and analyzes facility data including current patient observation activity, occupancy data, develops appropriate staffing levels based on industry standards.
  • Formulates an estimate of the potential clients "total program cost" including current observation spend, clinical spend and other clinical or ancillary products.
  • Participates in and provide support for standardized orientation and training curriculum, materials and programs all Sitters.
06/2016 to 03/2019
Vice President of Customer Experience Freedom Mortgage City, STATE,
  • Governed customer experience benchmarks working with a million customer portfolios across key areas of customer interaction, analyzing data, cost-reduction, performance metrics and improvements
  • Exceeded complaint goals for the organization to remain under 2 complaints per 10k loans
  • Developed and implemented real time customer experience processes that resulted in a positive impact to the overall
    company and client base in 6 different sites with a staff over 400
  • Managed 7 training managers across 6 locations to train and manage new hires on-boarding and continuous education
    for all services and process improvements
  • Reduced customer call center traffic in upwards of over 30% through streamlining communication paths and
  • Improved overall customer satisfaction rating through innovative process application improvements and working with
    our internal customers
  • Root our inefficiencies, incorrect procedures, and detrimental practices to turn around negative customer complains
  • Maintained C-SAT overall score 4.09 out of a 5 scale with 5 being very satisfied every quarter since 2018
  • Gave final approval on more than 30 pieces of new training curriculum in the new hire department within a 3-month
  • Implemented bi-weekly meetings with 9 other business stakeholders across 6 different sites to discuss complaint goals,
    action plans, updates and challenges decreasing complaints across department by 80% within 1 year
  • First call resolution (FCR) was 88.1% over a 20-month period from starting surveys
02/2016 to 05/2016
Customer Service Manager Carrington Mortgages Services City, STATE,
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
04/2013 to 01/2014
Assistant Vice President of Operations Nationstar Mortgage City, STATE,

Managed 7 supervisors and a team of 30-150 employees exceeding department performance expectations.

  • Coached management staff through weekly sessions to help them achieve professional goals within the organization.
  • Monitored and improved internal quality scores to above 95% or 5% defect ratings.
  • Consistently hit monthly department goals exceeding dollar targeted amount given by senior management.
  • Appropriately addresses human resource issues, such as attendance and interpersonal conflicts in the workplace.
  • Monitored department capacity models to ensure adequate staffing based on applicable loan count standards.
  • Collaborated with direct reports to analyze, prepare and distribute MBR’s for Default areas, including cost center P&L
    reviews for expense and reserves.
  • Develop and communicate department and individual goals, policies and strategies.
  • Selected by senior management to launch the customer experience program addressing customer complaints

Manager of Foreclosure Prevention July 2012 – April 2013

  • Managed a team of 12 employees to provide customers in foreclosure with short- and long-term resolutions.
  • Trained, coached and developed a team of collectors with quality scores over 100% monthly by providing and
    documenting performance feedback through side-by-sides, coaching, reviews and goal setting.
  • Produced top performers hitting monthly goals by coaching and addressing areas that need improvement.
  • Created multiple tracking reports, ensuring staff members are maintaining status information and projections.
  • Implemented policies for the Dedicated Loan Specialist Department, including new modification, and other available
    agency and investor remedies. Responsible for the monthly bad debt review for defined aging buckets.
    Manager of Customer Relations and Training Bay Manager February 2010 – July 2012
  • Managed 2 departments, including 7 supervisors in different site locations and new hire classes of 10-30
  • Strategic leader with oversight of Residential Servicing Enterprise Contact Centers Training and Instructional Design
    programs within Aurora Bank FSB which consisted of a large multi-Site contact center operation.
  • Responsible for all hiring, training and employee development.
  • Execute on strategic initiatives (service levels, delinquency roll rates and QA) while achieving performance benchmarks
    for department, supervisors & representatives.
  • Create, build and manage from beginning to end customer experience programs, working with all business leaders,
    agents, companywide to ensure a consistent experience across all customers’ interactions.
  • Built a platform for capturing and measuring the customer experience. This included establishing avenues for
    customers to provide suggestions, feedback, and concerns to management teams.
    Manager of Training Bay- Mortgage Loan Administration
  • February 2009 – February 2010
  • Responsible for developing and implementing training materials to new hires ranging from 10-30 per class.
  • Trained new hires on system navigation to prepare associates to successfully perform the duties of their job.
  • Manage the classroom so it is conducive to learning by utilizing a variety of teaching styles and methods.
  • Support operation line management in the development, communication and reinforcement of training objectives.
    Home Retention Specialist February 2008 – February 2009
  • Contact delinquent customers and determine solutions to resolve delinquent accounts.
  • Respond to phone calls and written communications related to foreclosure prevention-related inquires.
  • Obtain updated property valuations, title reports and attorney recommendations.
  • Worked alongside insurance companies; facilitating claims, itemized statements and E.O.B.
Education and Training
Expected in to to
: Organizational Communication
Indiana University Northwest - Gary, IN
Expected in 01/2013 to to
: Online Certificate
Coach Training Alliance - Online,

Self Published Author

Diversity and Inclusion Member

Community Resource District Council- Board Member

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Resume Overview

School Attended

  • Indiana University Northwest
  • Coach Training Alliance

Job Titles Held:

  • Assistant Director of Patient Observation
  • Vice President of Customer Experience
  • Customer Service Manager
  • Assistant Vice President of Operations


  • Some College (No Degree)

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