Lead marketing operations and create customer outreach strategies to increase clientele, revenue, and end-user satisfaction. - Developed and implemented new marketing strategies to attract potential customers and retain existing ones. - Streamlined processes for business consultations, resulting in a 15% reduction in client wait times.- Led team in achieving a 95% client satisfaction rate through exceptional customer service and support.

Implement projects and coordinate meetings with clients, vendors, and staff. Direct event setups and oversee community events involving world leaders, high-profile individuals, and the local community. Skilled at working with diverse communities and building long-lasting professional relationships with clients, vendors, and staff. Support clients in meeting their objectives and suggest recommendations for improvements. - Manage project planning, implementation, monitoring, and evaluation with co-supervisors and stakeholders.-Facilitate project meetings, including project kickoff meetings and progress review meetings.- Serve as the primary point of contact for coordinating operations-related activities, including working with event facilitators to schedule cleaning, event setup, managing laborers and custodians, and collaborating with catering and rental vendors. Coordinate with clients to ensure smooth execution. - Organize with clients to facilitate and prepare for upcoming events.- Collaborate with the payroll team to support the department's financial operations. Prepare and approve overtime and submit weekly expense reports to Human Resources and Payroll.- Coordinate information sharing between Facilities and Operations, clients, and external partners.- Support the design and planning of the department's annual report.- Write daily reports and communicate with clients and staff and manage event logistics.- Assist in recruiting and hiring staff and leadership personnel.

With over 12 years of experience in leadership and management, I specialize in coaching and mentoring both union and non-union employees, supervisors, and managers. I have a proven track record of advising top executives in healthcare and academia on talent development and facilitating difficult conversations with confidence. My expertise in building trust and applying emotional intelligence, coupled with strategic communication skills, has strengthened relationships with employees, clients, and vendors. These efforts have consistently led to increased productivity, improved employee morale, and a positive organizational culture.

- Founded and established an e-commerce retail business from the ground up, conceptualizing the business model, securing funding, and launching operations. - Built a dedicated team, fostering a collaborative work environment and overseeing all aspects of e-commerce, including product sourcing, inventory management, and order fulfillment. - Developed and executed a comprehensive digital marketing strategy, leveraging SEO, social media advertising, and email campaigns, resulting in a 5% increase in monthly website traffic. - Forged and maintained strategic partnerships with suppliers and distributors, ensuring a consistent supply chain and favorable terms. - Delivered exceptional customer service and actively engaged with customers to gather feedback, leading to an 8% increase in customer satisfaction and a growing loyal customer base.

Trained 100+ employees on hospital policies, guidelines, customer service, and professional development to enhance their skills and productivity. Assessed patient satisfaction scores by spearheading the patient experience program and thoroughly reviewing Press Ganey reports. Conducted joint commission surveys and department of health audits to pass inspection and continuation of fund receipts. Assisted the Director in managing the budget through inventory management and ordering green and cost-saving supplies via established vendor relationships.- Achieved the highest patient satisfaction scores and accelerated revenue growth by 5% by developing and executing new patient satisfaction strategies. - Maximized HCAHPS scores by maintaining a quarterly score between 80-85. Strategies involved consistently surveying patients, evaluating their needs and meeting their requests, when possible, and following up (all of which resulted in significant - Medicare reimbursements to the hospital). Reorganized departmental records in preparation for state audits, ensuring easy access and availability of records.- Trained staff on the Aidet communication framework to deliver high-quality customer service to patients, clients, and our community.- Conducted team performance evaluations, surveyed clients to assess department standing, and made recommendations for improvement based on metrics.

Trained and coached a team of 80+ members on safety compliance, hospital policies/procedures, and customer service, boosting employee morale and accomplishing desired results. Built and maintained solid relationships with clients to improve service quality and achieve mutual goals. Achieved high rates of filled HCAHPS surveys by engaging with inpatients.- Managed a diverse team of union members. - Trained and coached members on identifying and meeting the needs of clients and patients and ensuring a safe and hygienic environment. - Maximized patient satisfaction score by 5% across multiple units through consistent collaboration with nursing staff and executive leadership. - Enhanced the client-management relationship by regularly meeting with clients and keeping them informed on pertinent matters.- Delivered high-quality customer service to clients and patients using the Aidet communication framework.- Conducted annual staff performance reviews, surveyed clients monthly to assess satisfaction, and surveyed inpatients to gauge patient satisfaction.

Engaged with nursing staff to ensure efficient patient flow, saving five minutes between each transport. Reviewed weekly transport and patient satisfaction report to implement new strategies. - Managed overall hospital equipment through disinfection and storage room organization to repair damaged equipment, saving the organization money.- Supervised a diverse group of 20+ union staff members delivering timely and efficient transport services to meet the needs of both patients and clients. - Maintained regular and effective communication with clients ensuring satisfaction with patient transport metrics.- Succeeded in improving HCAHPS patient satisfaction score quarterly by 2%, consisting of staff training on hospital policies and procedures and customer service best practices. Increased the return of patient satisfaction surveys by 2%. Implementing new strategies that enhanced the likelihood of patients filling out HCAHPS surveys. - Saved 6% on the cost of equipment repairs by fostering strong relationships with vendors improving the quality of care for our patients and clients.- Coordinated mandatory online staff training and assisted with client projects.