Accountable for ensuring the daily operations of ten individual offices run smoothly and do not adversely affect the clients, field staff, or office personnel. Determine the key performance indicators (KPI) as well as track milestones and deliverables to judge the efficiency of the offices and determine areas of improvement. Provide staff members with career development opportunities, training, and knowledge of local, state, and federal regulations needed to be successful in their positions. Key Accomplishments:• Mentored client service managers and associates in the skills needed to provide top-notch quality service in accordance to organizational standards and regulations. • Succeeded in increasing the quality assurance scores across the ten offices through a comprehensive training program. • Utilized communications and human resource expertise to provide administrative support to the office directors, division directors and administrative staff employed by the various locations. • Implemented changes to policies and procedures designed to recruit exceptional talent and retention of qualified individuals to positions within the organization resulting in increased productivity and decreased overtime requirements. • Oversaw operations at each location to ensure compliance with governing agencies regulations, best practice procedures, and communicated concerns or issues to the appropriate individuals for remediation.

Held responsible for developing, implementing, managing, and evaluating the day-to-day operations of the Hickory Pediatric BAYADA office in accordance to the standards established by the organization. Tasked with ensuring all necessary employees are appropriately trained and certified prior interaction with clients. Succeeded in increasing weekly revenue generated by the office from $55K to $70K within a two-year period. Key Accomplishments:• Accepted the responsibility of overseeing the office operations including client services, client interaction, and functioning as a liaison between employee and the organization. • Conducted follow-up inquiries to evaluate the quality of service and determine if services rendered by the office and field staff were appropriate to the client’s situation resulting in a significant increase in customer satisfaction. • Monitored office operations to guarantee continual compliance with all regulations and standards.• Conducted a market analysis to identify potential new clients and attend industry relevant events to disseminate public information designed to increase brand awareness and generate a positive impression of BAYADA Home Health Care.• Recruited top-quality talent to the organization through a recruitment strategy, conducted training seminars for new recruits, and supervised their individual development plans.

Provided clients with information regarding the product and services offered by BAYADA Home Health Care. Evaluated each customer’s needs and provided recommendations regarding available options. Key Accomplishments:• Managed assigned caseloads and scheduled staff accordingly to ensure top-quality service provided to all clients and increased efficiency of services rendered. • Functioned as a liaison between clients and the organization to document and provide follow-up to all incidences, complaints, and concerns.• Actively participated in the identification and recruitment of field staff by collaborating with the office director to implement a recruitment plan including optimal advertising of positions, conducting interviews for potential talent, and on-boarding of new hires. • Fostered a working relationship with identified key stakeholders such as clients, referral sources, and community organizations to publicize services offered by the organization. • Maintained a 44% gross margin on personal assigned caseloads.

• Support, model, and enhance the seamless customer service focus by creating an environment that is friendly, helpful, knowledgeable and quick for customers and co-workers.• Drive sales results in the store by ensuring merchandise replenishment, processing systems and core customer service routines are in place and executed. • Identify ways to drive sales generation and ensure action is taken to achieve goals.• Manage payroll budget to store and district goals.• Recruiting, interviewing, hiring, and training of all sales associates; hold sales associates accountable for achieving productivity standards. • Manage processes for supply orders, scheduling, and cash controls to ensure store profitability.• Manage all office functions including filing, organization, and all computer-related functions.

• Monitor coverage of all areas of the sales floor to maintain and exceed the customer service focus.• Monitor the customer experience by addressing customer complaints while providing quick and friendly service.• Assist in the interviewing and training of sales associates; supervise all sales associate tasks and provide feedback on associate performance.• Assist in meeting payroll requirements and driving sales results.• Responsible for proper completion of cash handling procedures; training of all new cash handlers.

• Responsible for supervision of the Front-End operations of the store, all Front-End personnel, and the total store in absence of the Store Manager and Assistant Manager.• Ensure customer service standards are met and operating the total store in compliance with the policies, standards, security measures, and regulations.• Maintain excellent community-wide customer relations.

• Responsible for proper completion and maintenance of all store office functions, financial transactions, and for the training of Office Assistants.• Supervised staff including: office assistants, cashiers, and baggers.

• Assist with maintaining customer service standards and completion of office duties.• Manage financial transactions.• Provide prompt, accurate, and friendly service to customers through the achievement of Food Lion customer service standards.