Accomplished Support Manager with 8 years of progressive experience in Compliance and a decisive and strategic approach. Expert in HSC, CFPH, Foster Care, and familiar with documentation, compliance and technical requirements. Self-motivated Support Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range staff and people served. Proficient Supervisor delivering encouragement and feedback to help employees be successful. Energetic professional with great poise.
- Staff Management
- Contract Management
- Customer service understanding
- Team Building
- Quality assurance
- Document management
- Training and mentoring
- Budgeting
- Life saving-CPR certified License - 1999-current
Virtual Massachusetts, MA, 03/2021 - Current
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
- Assessed previous resolutions to uncover deficiencies in coverage and develop improvements.
- Established and implemented training programs to maximize team performance.
- Tracked and documented metrics, and evaluated trends.
- Monitored employee and customer interactions to assess quality of service.
- Trained and developed personnel to improve safety, employee relations and resolve safety issues.
- Conducted supplier risk evaluations and assisted employees with regulatory inspections.
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Prepared employee schedules for maximum coverage during key hours.
City, STATE, 03/2006 - 10/2010
- Realigned production schedules to factor in changing conditions such as materials shortages and evolving designs.
- Optimized organizational processes by effectively managing crew schedules while adhering to contractual restrictions.
- Conferred with managers, sales teams and engineering personnel to revise plans and achieve demanding targets.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Answered phone calls and answered questions from potential customers.
- Set appointments with salespeople and potential customers.
- Addressed client inquiries and updated database information.
- Balanced employee availability, customer schedules and maximum load levels when scheduling appointments.
- Established and maintained client rapport by utilizing quality customer service.
- Handled complaints and questions, and re-directed calls to other team members.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Routed incoming mail and messages to relevant personnel without delay.
- Operated multi-line telephone system to independently handle over 100 calls each day.
City, STATE, 02/2001 - 12/2005
- Administered medication as directed by physician.
- Monitored progress and documented patient health status changes to keep care team updated.
- Minimized injuries to staff or patients through support or restraint to control patient movements.
- Led patient or group recreational activities for enhanced patient outcomes.
- Maintained clean, safe and well-organized patient environment.
- Assisted disabled clients to support independence and well-being.
- Consulted with different healthcare disciplines to offer important mental health support to patients.
- Updated patient files with current vitals, behaviors and other data relevant to treatment planning.
- Supervised daily activities and provided assistance to staff.
- Developed rapport to create safe and trusting environment for care.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Provided compassionate and patient-focused care to cultivate well-being.
- Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
- Provided staff coaching, mentoring and consultation to enhance performance and professional development.
- Supervised 13 household staff.
- Transported clients to and from medical appointments with safety and efficiency.
- Assisted with daily living activities, running errands and household chores.
- Completed regular check-ins and progress report for each client.
- Monitored clients' overall health and well-being and noted significant changes.
- Assisted patients with bathing, grooming, dressing and oral hygiene care both in private residences and facilities.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Maintained strong connections within caregiver community to gain continuous knowledge.
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School Attended
- America Intercontinental University
Job Titles Held:
- Support Manager
- Dispatcher/ Scheduler
- Direct Support Professional 3
Degrees
- Bachelor of Science
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