Kimme Phan Email & Phone Number

• Managed vendor accounts to ensure ongoing high-quality service execution for members such as homemaking personal care, and meal deliveries; coordinated with internal teams to monitor quality of services and implement solutions for care lacking in member satisfaction• Consulted with customer families and internal cross-functional team members to devise plan of action for possible end of life care services• Organized social service programs such as adult day programs to allow members to stay socially active to maintain a minimum level of physical and mental health• Devised individual member to ensure ongoing independent functioning for all members

• Managed a team of 15 direct reports (technicians) to ensure optimized work schedules, top-tier customer service, and upselling of business to repeat clients; drove incremental revenue YoY by 25-30% every year, between 2014-2017• Hired, onboarded, and trained new technicians to ensure a strict level of high-quality service for customers• Owned all internal reporting and managing of the company budget and financial transaction audits on a daily basis• Spearheaded the new potential client business and led upselling of existing clients as the Master Technician• Managed customer-facing calls and scheduling of clients with technicians as needed, during high-volume days/times

• Owned auditing, correcting, and organizing confidential patient documentation for the Orthopedic department• Maintained and developed relationships with senior staff and incoming patients to ensure patient satisfaction scores; led to repeat patients and increased referrals• Managed documentation based on clinical processes and procedures from concept to completion; documentation was utilized by hospital MDs to determine plan of action for patient care• Proposed departmental strategies and planning to senior management

Certification, Project Management

Bachelor'S Degree, Psychology