Resume

Customer Service Client

Location:

Peoria, AZ, 85345

Posted:

April 16, 2024

Contact this candidate

Resume:

Shelley Newton Cell: 480-***-**** ad41ql@r.postjobfree.com

CAREER PROFILE

Dedicated, trustworthy and reliable professional with management and sales experience with an established reputation for building strong teams focused on achieving goals and high customer service satisfaction. Very successful in building relationships, implementation of programs, organizational performance and management focus.

EXPERIENCE

2021 – March 2024 Home Instead Senior Care Phoenix & Scottsdale, AZ

Client Service Director / Sales & Marketing

Developed and built strong relationships with community partners to increase referrals and revenue by marketing B2B, attending networking events, health fairs sponsorship, educational programs as well as presentations.

Routinely interact with other personnel such as clients, family members, community partners, referral sources, insurance companies, social workers and case managers. Developed tailored solutions to meet their needs as well as developing and facilitating a plan of care for new clients to enhance their quality of life and keep them safe at home.

Offer collaborative and adaptive skills to work seamlessly with team members in a fast-paced environment to drive the attainment of collective goals.

Create and launched successful marketing campaigns as well as generating and nurturing leads through the sales process to close business as well as planned/coordinated marketing events (presentations, health fairs, and other community events).

Managed client relationships and business development to special projects and highly detailed administrative work including sales forecasting, budgeting, communications management. Also, generated routine sales reports for weekly, monthly and quarterly meetings. Set and evaluated personal sales goals each week.

Advocated for clients/families by coordinating alternative community resources for clients and families to prevent unnecessary hospitalizations and emergency room visits.

Maintained an active present in the community with a calendar of community outreach events to provide opportunities to community members.

2019 - 2021 Visiting Angels Nashville, TN

Operations Manager

Responsible for the day-to-day operations for a successful non-medical home care agency. Recruit, hire and train a 5-member administrative team and over 100 care professionals. Serve as a liaison between the owner of the company, the staff members and corporate franchise operations. Facilitate the development of yearly strategic planning, goal and budget setting and a series of meetings for implementation and follow up on regular basis. Negotiate, establish and maintain all contracts within the company – from payment sources to equipment needs.

Increases sales by 46% within 12-month period and maintained increased growth through the pandemic.

Overall maintaining fiscal responsibilities and ensuring the highest quality of care, customer service and safety for our clients and our staff members.

Provided coaching, mentoring and support to all team members.

2004 – 2019 Home Instead Senior Care Phoenix & Scottsdale, AZ

Client Care & Sales Manager (2004-2016) – PHOENIX & SCOTTSDALE OFFICE

Increased sales and clients which enabled company to reach corporate goals. Out of over 1,200 offices worldwide, the Phoenix office was in the top 10 offices for revenue each year.

Voted #1 Home Health Agency through RANKING ARIZONA 2006, 2011, 2013, 2014 (within the top 5 other years)

Developed and facilitated a plan of care for new clients to enhance their lives and keep them safe at home.

Case management and follow-up through ongoing quality assurance visits. Able to understand customer’s needs and provide them with the best solution.

Coordinate alternative resources for clients and families to prevent unnecessary hospitalizations and emergency room visits, especially during transitional care.

Routinely interact with other personnel such as clients, family members, community providers, referrals sources, insurance companies, and care managers.

Responsible for mentoring, supporting and growing a strong, professional sales team.

Developed and maintained strong relationships in the community to increase referrals.

Served on various community organizations and committees.

General Manager (2016-2019) – PHOENIX OFFICE

Responsible for the day-to-day operations as well as budgets, planning and goal setting while ensuring the highest quality of care, customer service for our clients and staff members.

Facilitate the development of yearly strategic planning, goal and budget setting.

Assisted Home Instead, Inc. in the transition of opening 9 new franchise offices within the Metro Phoenix area (2016-2018).

Overall maintaining fiscal responsibilities and ensuring the highest quality of care, customer service and safety for our clients and our staff members.

1998 – 2004 Sorenco Laboratories, Inc. Salt Lake City, UT

Account Manager

Inside sales and account management.

Managed key nutraceutical partnerships such as NuSkin, Nature’s Sunshine and Philosophy Skin Care.

Exceeded sales KPIs between 20-30% each year.

1989 – 1998 Gull Laboratories, Inc. Salt Lake City, UT

Quality Assurance Specialist

Performed daily quality assurance inspections to ensure that all functions are completed in accordance with established governmental regulations and quality standards.

Worked closely with Operations Manager, Research & Development and Sales & Marketing in designing new product labels, test instructions, product specifications, and promotional materials for new products.

Serves as Regulatory Affairs/Quality Assurance Representative for Production, Planning and Inventory Control areas.

SKILLS / QUALIFICATIONS

Exceptional verbal and written communication, time management, strategic thinking, customer service, problem solving, skilled multi-tasker, interpersonal and organizational skills.

Able to work cooperatively and closely with all employees, including management team, admin staff, and care professionals.

Proficient computer skills (Office, Word, Excel, Slack, CRMs), WellSky, SalesForce and eRSP (homecare databases), including the ability to input and maintain records in the company software system.

Extreme attention to detail, self-manager/self-motivated.

EDUCATION

University of Utah, 1985-1987

30 years+ work experience, 20 of those years being in the healthcare industry working directly with the aging population.

REFERENCES:

Brittany Jones, MSW

Senior One Source and Social Work Solutions

ad41ql@r.postjobfree.com

Ph. 517-***-****

Kim Yeatts, Director of Business Development

Savior Hospice and Palliative Care

ad41ql@r.postjobfree.com