Customer Service Management

Clare Dowgiallo

Health First

Sr. Financial Analyst

**** – Current

AT&T Adv. & Pub.

BELLSOUTH Adv. & Pub.

Manager

Sales Support

**** – 2009

Kearney Publishing

Manager

**** – 1995

USAF PENTAGON AF Ops

Visual Information Specialist

Top Secret Clearance

1986 – 1994

SUMMARY OF QUALIFICATIONS

Exceptionally well organized and resourceful professional with a solid academic background gained through an MBA Finance degree and a Bachelor’s in Business Administration; excellent analytical/statistical strengths, (regression analysis), planning, monitoring, and forecasting impacts to ensure effective control of projects is the outcome. Producing solutions/improvements through process creation utilizing findings gained through analytical investigations. Able to handle multiple projects while producing high quality work in a fast paced, deadline oriented environment; demonstrated commitment to providing high quality customer service; described as a "take charge/action oriented" person with exceptional communication and human relations skills.

Gallup StrengthsFinder Results

Who am I?

•Restorative loves to solve problems, energized by it, especially when faced with complex and

unfamiliar problems; enjoys the challenge of analyzing the symptoms, identifying what is wrong,

and finding the solution.

•Strategic – sorts through the clutter and finds the best route. Theme: “What if?” Select. Strike.

•Responsibility – takes psychological ownership for anything committed to, feels emotionally bound

to follow it through to completion; excuses and rationalizations are totally unacceptable for missed

deliverables; conscientiousness/obsession for doing things right, and impeccable ethics, combine to

create the reputation: utterly dependable.

•Achiever explains my drive; feels as if every day starts at zero and by the end of the day I must

achieve something tangible and by “every day” this means every single day workdays, weekends,

vacations.

•Learner loves to learn; enables me to thrive in dynamic work environments where I am expected

to learn a lot about the new subject matter in a short period of time and then move on to the next

one.

PROFESSIONAL EXPERIENCE

Health First Sr. Financial Analyst: My responsibilities produced customers that include the CEO and his entire C suite; VP over Quality; Director over Lean; and all front line managers at each of our four facility hospitals, including the Outpatient divisions. Areas of responsibility include: Productivity/Labor; Quality; Measurement; and Lean initiatives, viewed as follows:

•Productivity/Labor: Assess financial and operational impact of productivity; Develops in conjunction with management internal productivity standards; Perform analytical work to determine root causes for productivity

issues; Primary internal consultant to management regarding productivity; Works with all levels of

management to convey a deeper understanding of productivity; and Designs presentation reports for

leadership.

•Quality: Create/design Value Based Purchasing models for each fiscal program year; Develop reports to track ongoing results and disseminate to the Presidents, COO’s, and the VP Quality; Perform analytics followed by development of automated models to assist strategic planning activities (what if/scenario analysis incorporated); Comparison/trend analysis; Develop financial impacts at the close of each program year for the VP Quality to report in front of the Board of Trustees. TPAC Committee member focused on Readmissions and our Project Red initiative; developed analysis and reports to understand effectiveness of strategic impact making adjustments to correct. Meaningful Use: Assisted in getting our systems set up and structured to accept specific data components required to effectively report the first year’s results (via SCA Clinical Analytics).

•Measurement: Creation and management of dashboards representing each major business unit and function with the audience equating: CEO, Board of Trustees, COOs, and Presidents. Creation of tools designed with complex calculations to measure inputs and test variables that are then automated for ease-in-management daily usage (operations, productivity and staffing, human resources).

•Lean: Utilize statistical methods to develop/build predictive models to aide daily operational decisions regarding census/staffing. Develop analytics to assist the new Director and his team with his lean initiatives. Creating analytics to test established labor standards (removing outliers and injecting variables that explain a population accurately) improving benchmarks in preparation for lean strategies based off these outcomes.

•Other duties included Web publishing, Intellimed Market Share reporting, SCA Clinical Analytics.

AT&T / BellSouth / Kearney Project Management:

•Managed a team of ten employees via AT&T/BellSouth where I held responsibility for managing projects

estimated at $59.0 million in product revenues locally and $61.4 million in product revenue management via assisting our sister districts of Orlando, Tampa, and Jacksonville.

•Regression analysis: utilized in managing staff efficiency and capacity usage, along with forecasting key variables of sales/costs for each campaign.

•Conducted sensitivity and break even analysis on actual and projected sales financials.

•Conducted strategic post execution analysis to ensure forecasted goals were achieved as expected.

•Developed and implemented policies & procedures designed to improve productivity (as example: In

2008-09 productivity improved by 19% resulting in increased revenues of $3.4 million).

•Responsibilities included management of all aspects of operations and publishing producing eight, and ten published products for AT&T and Bellsouth respectfully, with the addition of three tourist products for Kearney.

USAF Pentagon AF Operations – Visual Information Specialist:

•Held a Top Secret Clearance.

•Produced Top Secret presentations for Strategic planning exercises.

•Worked special projects requiring Special Access clearances above/beyond my TS.

•Wrote a program in Pascal designed to display product offerings viewed during Officer Tours.

Computer/System Capabilities: Excel (programming-formulas-statistical modeling), SPSS, Access, Word,

PowerPoint, PeopleSoft, Midas, and Intellimed; Computer programming knowledge gained via the Computer Science program at Marymount University, VA.

Ethic Driven: My employment at the Pentagon produced receipt of a Top-Secret Clearance coupled with a Special Access Clearance reflecting my dedication toward maintaining the highest level of ethics in all that I do. The honor of holding these clearance levels reflects how one conducts themselves both in their professional and personal lives.

Volunteering in the Community: Mentored a junior-high student via Take Stock in Children; Head Start of Melbourne I organized and raised funds for two events (Christmas event on premise, Puppet-Show and Petting Zoo event on premise); Children’s Home Society I organized and raised funds for two Christmas events; Guardian ad litem I participated on a team of volunteers to raise funds for three Christmas events; Ralph Williams Elementary I volunteered with their Sign Language Club.

Education: MBA (Masters of Business Administration), Concentration in Finance: Bellevue University (NE); BS in Business Administration of Technical Studies, Dean’s Scholar: Bellevue University (NE).

Personal: Passion for Statistics; Artist: acrylics, graphite; Sign Language; Running/Weight lifting.

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