Manager Customer Service

William John Daley

**** **** ***** ***** ****** 805-***-****

Ventura, California 93001 **********@*****.***

MANAGEMENT PROFESSIONAL / OPERATIONS AND STAFFING

Strong Team Leadership and Customer Service

Full P&L Accountability

20+ Years of Management Experience in Health & Wellness, Medical Equipment,

Staffing and Recruitment - Maximizing Sales and Opportunities

Operations Manager offering extensive training and development expertise, having fueled

significant revenue growth for three leading national healthcare organizations.

PROFILE

Career includes solid general management competencies, working as Manager of Personal Care Services, Branch

Manager and Branch Logistics Manager in the competitive healthcare industry. Effective motivator and mentor

who leads by example and uses the ‘personal touch’ to solve problems, inspire confidence, and push for results.

RELATED EXPERTISE

• Recruiting / Staffing / Scheduling / Training • Negotiating Contracts / Consultative Solution-Sales

• Budget Analysis / Cost Control / Profit Growth • Mentoring / Guiding Cross-Functional Work Teams

• Culture Change / Quality Assurance • Evaluating Performance / Strengthening Processes

SELECTED HIGHLIGHTS

• Primary leadership force that turned-around an underperforming Personal Care line. Grew revenue from

$208,000 to $312,000 per month in six months. (Visiting Nurse & Hospice Care).

• Renegotiated contract with outside vendor, reducing hourly rate of outsourced help from $25 to $22, resulted

in a monthly savings of $30,000 (Visiting Nurse & Hospice Care).

• Managed the fiscal and overall operations of a branch with 20 employees (Customer Service, Logistics, and

Warehouse) for a leading provider of integrated home healthcare products and services. (Apria Healthcare)

• Succeeded in improving patient satisfaction scores from 78.6% to 83.6% (Apria Healthcare).

• Increased weekly revenues from $14,000 in 2010 to $43,000 in 2012, growing yearly revenue from $728,000

in 2010 to $2,200,000 million in 2012 (AccentCare).

PROFESSIONAL EXPERIENCE

VISITING NURSE & HOSPICE CARE OF SANTA BARBARA, Santa Barbara, CA 2012 – 2013

MANAGER, PERSONAL CARE SERVICES

Total fiscal and operations responsibility for developing strategies, setting goals, monitoring success factors and

driving issue resolution for a leading nonprofit provider of comprehensive in-home health care services.

• Created a new internal recruiter position to solicit qualified candidates.

• Scaled back outsourced employees from 6% and increased monthly billable hours from 8,000 to 12,000.

• Oversaw the County of Santa Barbara’s Title 3 Homemaker grant ($119,000) annually.

• Supervised a staff of 10 and a satellite office located on the campus of Maravilla Assisted Living.

• Supported staff extensively through ongoing education and training to ensure the best possible care.

• Generated the largest percent of total revenue in the agency as Manager of the Personal Care Service line.

William John Daley

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ACCENTCARE, INC., Ventura, CA 2010 – 2012

BRANCH MANAGER

Drove revenues and increased Workman’s Compensation cases for a national medicare certified home care and

hospice provider. Managed overall operations of the Branch and Satellite office.

• Grew yearly revenue from $728,000 in 2010 to $2,200,000 in 2012.

• Established contracts with IHSS, Jewish Family Services, Scan, Just Rite Community.

• Maintained close relationships with Case Management Com panies: MSC, PMSI, Century Pacific.

• Supervised Staffing Coordinator, Field Recruiter and Community Liaison.

• Oversaw all employment transactions and ensured transactions were managed according to policy throughout

the entire employment relationship.

• Established an on-line presence to reach a larger target. Quickly became the ‘Face’ of the organization.

APRIA HEALTHCARE, Oxnard, CA 2008 – 2010

BRANCH LOGISTICS MANAGER

Managed the fiscal and overall operations of a branch with 20 employees (Customer Service, Logistics, and

Warehouse) for a leading provider of integrated home healthcare products and services.

• Grew branch 2.7% over last year on a goal of 3%.

• Improved Kaiser Permanente Patient Satisfaction 81.2% to the current 85.6%.

• Enforced all company policies including OSHA, DOT, FDA, JCAHO, and standard Operating Procedures.

• Hired, coached, evaluated and motivated staff. Played a key role in improving morale and creating an

environment of excellence in servicing patients.

• Managed a logistics and warehouse staff of 10 Drivers, 1 Lead, 2 Supervisors, and 2 Warehouse Clerks.

• Reduced overtime from 15.5% to 6% over a 1-year period.

OMNITRITION, INTERNATIONAL, Reno, NV 1992 – 2008

CORPORATE MARKETING MANAGER / SALES MANAGER

Worked quickly up the ranks from warehouse supervisor to corporate sales and marketing for a multi -million

dollar direct sales, global marketing nutrition company.

• Developed and launched two new products to the marketplace, increased sales from $200K to $1.5M in 2001.

• Sales Manager of the Year in 2002.

• Represented company at trade shows and other special events throughout the United States.

• Planned and executed direct mail, online promotional programs, and other lead generating initiatives.

EDUCATION

B.S., Business Administration, University of Redlands, 1992

Management and Operations Concentration

SKILLS / KEY ATTRIBUTES / INTERESTS

Proficiency in Microsoft Office, Internet Applications and AS400 Programs

Hospital Software: Allscripts, VividCare and CareWatch

Highly Competitive Athlete: Cyclist and Runner

Numerous Local and Nationally Sanctioned Races – Consistently a Top Finisher

National Mountain Biking Champion, Master’s Category, 2009

Key attributes: strong achievement drive and never satisfied with the status quo.

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