Experienced MSW and Program Director with a strong background in team building, Operations/General Management, Quality Assurance, Human Resources, Crisis Management and supervision of day to day operations of clinical and medical staff. Extensive experience working with a spectrum of individuals and personalities, individuals with cognitive, developmental and intellectual disabilities and substance abuse. Demonstrated leadership qualities in handling client based, multi-faceted programs with critical deadlines. Transferring my communication skills as a Social Worker in negotiating win-win compromises, vetting new staff members, building successful teams, and employee and organizational development. Exceptional attention to detail focused on managing program resources to fulfill missions in accordance to priorities and budgets. Experience in writing personnel manuals, corporate policies, job descriptions and managementreports. Ability to promptly lean and master any software. Team player, patient
Oversight of entire ADHC program. Responsible for the management of activities, direct and indirect supervision of medical and clinical staff, compliance with federal and agency requirements, record keeping of fiscal data, and evaluation of and objectives. Conducted random reviews of case files to ensure clients are receiving proper level of care. Led weekly program management meetings. Increased daily participation in the program from 40% to 95%. Collaborated with interdisciplinary teams and enabled 80% of participants to remain in supportive home environment and improve their quality of life by maximizing their physical, cognitive, and psycho-social functions. Assist MDT in development and implementation of curriculum and clinical interventions. Addressed program and policy issues, developed best practices and improved service delivery. Cultivated and maintained contacts with different agencies i.e., Department of Aging, SNAP-Ed. Conducted monthly MDT meetings. Collaborated with team members to identify and accomplish agency objectives and goals. Represented the agency for marketing and government funding purposes. Conducted quarterly reviews of direct reports. Determined participant eligibility for benefit programs and services. Created and submitted monthly tars, conducted monthly insurance eligibility checks, and quarterly program eligibility and needs assessments. Bio-psychosocial interviewing. Client relations and satisfaction.
Played a key role in ensuring the successful expansion from 1 to 3 store locations in Los Angeles within 4 years. Structured and implemented programs and policies in the areas of training, compensation structures, benefits packages, incentives and new-employee orientation. Responsible for in-house delivery service for all 3 locations. Hired, trained and managed 12 sales/customer services associates and 15 delivery personnel. Oversaw and managed 5 delivery trucks which include 4-6 delivery routes pre day per truck. Achieved negotiations of over 50 vendor contracts to lower cost and maintain exclusivity of products. Initiated cost effective shipment contracts with vendors to ship countrywide which has enabled company to expand from Brick and Mortar into e-commerce platforms such as Shopify and Amazon. Scheduled and directed staff in daily work to maximize productivity and reach sales goals. Provide weekly departmental meetings to ensure organizational efficiency. Efficiently resolve problems or concerns to the satisfaction of all involved parties. Used Motivational Interviewing to facilitate and engage intrinsic motivation within employees to assemble leadership and production teams.
Responsible for a team of 25 insurance and customer service agents. Increased customer retention from 60% to 90% by implementing Hawksoft management system to convert company records into paperless system, which also reduced and controlled expenses by 15%. Grew agency book from $1.2 million to $6.5 million in the course of 3 years. Oversaw recruiting and training of staff to ensure smooth adoption of new insurance programs and procedures. Planning and execution of all community events and projects. Prepared weekly reports of new and renewing policies for review by assigned agents to ensure proper coverage was obtained by clients. Prepared payroll and billing reports. Worked with customers to customize individual affordable insurance policies to increase retention and customer satisfaction.
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