Phylicia R. Ross, Bs Email & Phone Number

Lansdale, Pennsylvania, United States

Lansdale, Pennsylvania, United States

Lansdale, Pa

•Skillfully handled guest service and administrative tasks to resolve issues and increase resident satisfaction.•Proficiently directed incoming calls to appropriate departments within a high-volume environment. •Expertly utilized conflict resolution techniques to manage customer complaints by researching and rapidly solving problems to build client trust and maintain occupancy rates.•Consistently delivered high-quality and timely reports to management demonstrating strong attention to detail, exemplary customer service, and team-player attitude.•Oversee the management of office supplies to ensure that all departments have adequate equipment and materials to carry out their duties.•Generated efficiency reports and managed order processing of office supplies for multiple departments.•Designed and implemented supplemental materials for staff to improve the onboarding process and increase employee retention.

North Wales, Pa

•Managed recreational program and overseer of purchasing, planning events, designing calendar, constructing craft projects, and upkeep of supplies, equipment, and materials. •Assessed daily operations of assisted living facility to ensure adherence to state regulations and company policies.•Coached and oriented care staff on how to lead small engaging groups with residents and how to use sensory kits to assist with redirection. •Explained principles, techniques, and safety procedures and demonstrate use of materials and equipment.•Counseled life enrichment staff by holding ongoing trainings to develop strategies to enhance their ability to implement robust programming. •Onboarded new staff members during orientation to complete required CARES and other trainings. •Ascertained and interpreted group interests and modified activities to meet participation needs. •Adapted outings based upon the assessed cognition, behavioral characteristics, and physical endurance of residents.•Executed ongoing communication with resident family members and/or power of attorney to build strong, healthy, and trusting relationships.•Assessed care level needs of residents with management team and families in quarterly care conferences.•Drafted a monthly life enrichment and concierge department schedule to ensure adequate staffing. •Planned, trained, and supervised volunteer program.•Conferred with management to discuss and resolve resident or family complaints.•Maintained and updated resident files and intake paperwork to ensure accurate record keeping.•Interviewed and screened potential applicants for life enrichment positions.•Interdepartmental liaison for specialized events such as quarterly family nights, monthly Alzheimer’s support group, and other community outreach programs.•Aided Community Relations Manager by completing walk-in tours and helping new residents by identifying likes and dislikes to encourage participation and an easier transition into the community.

Lafayette Hill, Pa

•Fashion an activity program for residents with middle to late stage memory impairments that prioritizes their unique preferences, abilities, and needs to promote a sense of value and purpose. •Identify personalized Life Skills and develop familiar tasks that reflect each resident’s past interests, existing strengths, and familiar skills specifically intended to nurture the spirit.•Adapt programs based upon cognitive and functional ability levels along with providing hands on assistance and verbal cueing to encourage participation in activities. •Provide sensory rich environment for residents in the later stages of dementia using tools such as aromatherapy and tactile touch.•Create gender specific events such as ladies’ tea party and men’s luncheon. •Inspire, motivate, and encourage fellow team members to engage residents in meaningful and purposeful activities.•Launch and facilitate familial correspondence program consisting of hand-written letters, pictures, phone calls, and updates through verbal correspondence regarding progress and participation. •Establish and coordinate monthly activities, family events, and specialized events such as meals outings, plays, and scenic drives. •Transport residents to and from specialized events such as meal outings and scenic drives. •Collaborate with activities staff to create, review, and edit the publication of the community wide monthly newsletter.•Design and implement menus and theme for monthly family events.•Provide families with memory building opportunities by taking something created by their loved one such as pottery, jewelry, paintings, and horticultural projects as keepsakes. •Manage resources to support activity program needs and life skills stations, replenishing materials when needed and purchasing necessary equipment i.e. plants, decorations, and other event necessities. •Maintain department aesthetics and seasonal decorations i.e. patio, reflection room, and memory impaired neighborhood.

Doylestown, Pa

•Observe, analyze, and record patients' participation, reactions, and progress during scheduled programming, modifying programs as needed•Plan, organize, direct and participate in programs and activities to facilitate patients' rehabilitation, help them integrate into the community•Counsel and encourage patients to develop and participate in leisure activities•Instruct patients in activities and techniques, such as sports, dance, music, art or relaxation techniques, designed to meet their specific physical or psychological needs•Monitoring recreational activities to ensure safeness•Help bed-bound residents by visiting, reading and providing materials for pastime

Warminster And Warrington, Pennsylvania

•Greet each customers and ascertain needs and desires•Right fitted customers with appropriate phone plans, accessories, and electronic devices •Describe merchandise and explain use, operation, and care to customers•Liason between customers and the company, managed accounts and performed other customer service tasks such as adding and removing features to accounts•Listen to customers problems to discern and formulate effective solutions•Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices•Open and close store, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making daily deposits as key holder•Support management staff with the training of new hires on company’s values and sales techniques along with daily operations such as inventory

Master Of Healthcare Administration - Mha, Health/Health Care Administration/Management

Bachelor Of Science - Bs, Exercise Science, 3.9

Activities and Societies: Member of Tri Sigma Sorority, Order of Omega Greek Honorary Fraternity, National Society of Leadership.

Associate Of Arts - Aa, Pre - Allied Health, 3.7

Activities and Societies: Phi Theta Kappa International Honor SocietyGraduated with honors and earned Dean's List distinction each.