• Led tactical response team for autonomous cars, managed Black Hawk cleaning and communications solutions, coordinated training, and owned staffing solutions.• Developed strategic plans for team operations, implemented innovative solutions for client needs, and ensured efficient communication across departments.• Achieved a 20% increase in client satisfaction, streamlined processes for faster response times, and improved overall team performance.

Managing large amounts of inbound and outbound calls in a timely mannerFollowing call center “scripts” when handling different topicsIdentifying customers’ needs, clarify information, research every issue and providing solutionsBuild sustainable relationships and engage customers by taking the extra mileKeep records of all conversations in our call center database in a comprehensible wayFrequently attend educational seminars to improve knowledge and performance levelMeet personal/team qualitative and quantitative targetsDeveloping objectives for the call center’s day-to-day activitiesConducting effective resource planning to maximize the productivity of resources (people, technology etc.)Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)Assume responsibility of budgeting and tracking expensesHire, coach and provide training to personnel to maintain high customer service standardsMonitor and improve ordering, telephone handling and other proceduresEvaluate performance with key metrics (accuracy, call-waiting time etc.)Prepare reports for different departments or upper management

Conduct intake meetings with clients to agree on qualification criteria for candidatesPublish job ads on careers pages, job boards and social mediaSource and contact passive candidates online (e.g. via LinkedIn)Network with candidates offline during job fairsScreen resumes and job applicationsInterview candidates and provide shortlists of qualified potential hiresUpdate clients on hiring status (e.g. number of screened candidates)Prepare candidates before interviews with clientsCreate talent pipelines with high-potential candidates for future job opportunitiesKeep detailed records of past applicants’ information, including resumes, assignments and interview evaluationsManage a portfolio of clients and maintain good relationships with them..

Plan, implement, and evaluate program policies and procedures, including assisting with the development of the medical day center’s policies as needed.Develop short and long-term program goals, manage fiscal administration, and establish collaborative relationships to ensure necessary support services are available to members and their families.Develop and supervise Adult Day Health and Homecare Program staff in conjunction with Director/Manager of Operations.Supervisory duties include performance evaluations, training, orientation, payroll, and attendance; making recommendations on hires, transfers, promotions, salary changes, etc. Coordinate and collaborate with contracted services to achieve program objectives.Conduct plans for outreach and marketing; evaluate the success of the program at meeting stakeholders’ needs.Ensure compliance with the standards established by the Department of Health and Human Services and other regulatory and accrediting agencies by being aware of existing laws and regulations governing practice; ensure competency of clinical nursing staff; monitor and comply with State regulations for the center, including required paperwork.Consult with medical staff regarding members’ conditions and medical needs.Ensure staff knowledge and integration of participant's age as a critical element in the assessment, planning, implementation, and evaluation of care.Chart audits as needed; oversee program safety and emergency evacuation plans.Manage and coordinate admissions and transportation services.hiring and maintain staff.educating staff members and residents.