Customer Service Human Resource

Matthew J. Lerlo

** ******** ****, ********* ** *9055

Cellular: 215-***-****

Email:

******@*****.***

Summary: An accomplished manager with 13 years of experience in the

health care industry. My experience and accomplishments include

directing office operations, such as human resource

responsibilities, payroll, supervising a caseload of 40

consumers and 125 employees, monitoring and enforcing quality of

service, increasing networking through positive relationships

and power point presentations, budgeting funds in excess of one

million dollars per fiscal year, and team leader advocating for

the rights and needs of our consumers.

Experience: Senior Care Centers of America, Bristol, Pennsylvania

Center Director- March 2012- Present

Responsible for managing, budgeting, payroll, human resource

duties, and B2B marketing for entire center. Conducted sales

presentations to potential admissions. Solely responsible for

the daily operations including adhering to the dual licenses of

Department of Welfare (2380 regulations) and Department of Aging

(Chapter 11 regulations). Increased total yearly census by 55%

in first year. Initiated grants that brought in $10,000 for

improvements for the center. Developed and enacted policies and

procedures which received positive ratings from clients/families

via corporate quality and assurance survey.

Partnership for Community Supports, Philadelphia, Pennsylvania

Supports Coordinator- September 2000 - January 2008 and Sept.

2010 - February 2012

Managed a caseload of 40 individuals. Monitored consumer

services monthly checking to see if agencies were in compliance

with ODP regulations. Developed strategies to work within a

limited budget to meet all the needs of consumers. Responsible

for coordinating and implementation of the Individual Service

Plan. Advocated for adaptive equipment, respite care, and

permanent housing under emergency conditions. Exceeded expected

productivity standards by 12% with the implementation of time

effective methodologies. Managed budget of $1,0040,00.

Comfort Keepers, Jenkintown, Pennsylvania

Director of Operations- February 2008 - August 2010

Responsible for the daily operations of the office including new

intakes, marketing, hiring and terminations, client retention

through monitoring and face to face visits, networking with

social workers, customer service, and scheduling. I have been

involved in implementation of a system that increased office

productivity and improved communication amongst office

employees. Co-developed job duties for the new position of

client care coordinator. Was responsible for the 27% increase in

clientele, therefore receiving the President's Award for top

performing agencies and the Quest for Excellence Award in 2010.

Reported directly to CEO.

Education: Holy Family University, Philadelphia, Pennsylvania

BA in Psychology

Holy Family University, Newtown, Pennsylvania

MA in Counseling Psychology Candidate

Awards: Three-time nominee of the Points of Transformation Award

Recipient of Supports Coordination Appreciation

Award presented by consumer's family

President's Award for top performing agency

Quest for Excellence Award

Misc: Proficient in MS Word, Outlook, Excel, PowerPoint,

HCSIS, PROMISE, and ERSP.

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