Resume

Customer Service Quality Assurance

Location:

Owensboro, KY

Posted:

July 19, 2013

Contact this candidate

Resume:

Dana M. Peveler

**** ***********, *********, ** *****

540-***-**** (Cell)

ab9j0l@r.postjobfree.com

Objective

A position that will effectively utilize my strong interpersonal and

communication skills as well as experiences in human resources, program

coordination and training in a business environment.

Experience

Substitute Teacher

October 2010 to June 2012 and May 2005 to June 2008

Stafford County Board of Education, Stafford, Virginia

I planned, organized and presented information and instruction to

facilitate students' learning of subject matter and skills that contributed

to their educational and social development . I used instruction

techniques compatible with the school and system-wide goals. I interacted

effectively with students, co-workers, and parents. I performed non-

instructional duties as assigned and/or as needed, such as providing

assistance in the office, answering telephones, filing, greeting visitors,

and grading papers. I used various multi-media methods during instruction

processes inclusive of computers, smart boards, overhead video equipment,

copiers, and duplo machines. I strived to understand and follow all laws,

policies, and procedures required by the school system.

Hospice Manager

July 2008 to August 2010

Mary Washington Hospice, Fredericksburg, Virginia

As Hospice Manager, I provided oversight of 74 employees. I had 7

direct reports that served as supervisors to the 67 remaining staff

members. The human resource element of that oversight included ensuring

all employees met educational and licensure requirements, and personnel

records were maintained according to standards. Payroll processes were

monitored weekly, conducted annual reviews, and general coaching of each

employee as necessary; used recruitment software to initiate and monitor

the recruitment process, and was ultimately responsible for the selection

of new employees as well as discipline and terminations as required.

Responsible for all elements of customer service to include follow up

on survey responses, questions and concerns from the general public, and

complaint resolution. Developed a training program for all staff to ensure

the agency maintained the highest standard of customer service.

I was responsible for ensuring the financial stability of the agency

by assisting in budget preparation and monitoring income and expenditures

to meet agency goals. I authorized agency purchases, ensured billing and

clinical processes were conducted in compliance with all federal, state and

Joint Commission requirements. Met routinely with quality assurance

personnel to monitor current policies and procedures, as well as wrote and

implemented new ones as necessary in order to maintain the highest quality

of care standards.

As a non-clinical manager of a clinical agency, I was able to provide

a fresh perspective in weekly interdisciplinary team meetings in which

patients and their needs were discussed with the medical director. I held

monthly staff meetings to keep staff abreast of corporate and agency

activities, provided team building, and staff recognition.

Through team collaboration, I developed and implemented the strategic

plan for the organization by establishing agency goals, evaluating the

progress through various data analysis methods, determined if intervention

and change was needed, and if so, built teams to identify exact needs and

implement change. I introduced an overall structural change that

ultimately decreased cost while increasing efficiency; developed an on-call

process that decreased overtime, and allowed for sufficient coverage of

patients. Worked to convert the current electronic patient data system to

a more efficient software system to include all elements of the process:

referral, scheduling, patient record, general correspondence, bereavement

follow-up, and financial management.

Procured all agency contracts with contractors, long-term care

facilities, pharmacies, durable medical equipment providers, physicians and

hospitals. I drafted and edited all written material for internal and

general release; oversaw logistic management elements of fundraising,

inclusive of event planning, technical grant writing, and public speaking

engagements as requested.

AmeriCorps Program Director

December 2002 - June 2004

Green River Area Development District, Owensboro, Kentucky

I was responsible for supervision of an AmeriCorps*VISTA program as

well as two AmeriCorps state grant-funded programs, providing budget

oversight and fund development, as well as interpretation of state and

federal guidelines, and implementation and monitoring of programs for

compliance of provisions, policies and procedures.

Recruited, interviewed, selected, and placed all 40 members in host

agencies throughout a 7 county district. I was responsible for creating

all personnel files and maintaining them for accuracy and compliance.

The programs required contracts between host agencies and the Green

River Area Development District (GRADD). I was responsible for securing

the contracts, negotiating the terms, and managed those throughout the one-

year term of the AmeriCorps member. I worked to develop and secure

trainers to provide programs for both the member and the host agency to

ensure the best possible outcome. Training included: communication,

conflict resolution, sensitivity, emergency response, disaster

preparedness, ethics/legal aspects, and professionalism. Organized and

facilitated quarterly recognition and team-building events for members,

host agencies, and agency staff.

With each program, I represented the agency/programs in all media and

public affairs initiatives; presented program details through written

media, television appearances and radio programs. In addition, designed

marketing materials, developed and disseminated both electronic and print

newsletters to increase awareness and funding. As a way to maintain on-

going communication, provided weekly, monthly, quarterly, annual reports

and briefings to all program staff, partnering agencies, Board of

Directors, media and government officials.

In 2002, I assisted in technical writing and editing the initial grant

proposal as well as the design and ultimate implementation of the Homeland

Security AmeriCorps program.

For program sustainability, I successfully composed, edited and

managed state and locally funded grants to increase funding. Grant

proposals, along with program measures and outcomes, were written and

maintained in a web-based reporting system. For program expansion, I

maintained partnerships with the local hospice, and American Red Cross to

ensure all AmeriCorps members were able to serve as hospice volunteers and

certified in first aid, CPR and disaster response. To strengthen

partnerships, I advocated on behalf the programs to government officials,

served on the County Emergency Response Planning Committee and the Regional

TRIAD in which assisted in planning and conducting mock disasters, senior

Olympics, and crime prevention events in conjunction with the state

Attorney General's Office.

While under my direction, the programs won the following awards:

February 2002 - Daily Point of Light Award

April 2002 - Daily Point of Light Award

January 2004 - National Association of Regional Councils Award

March 2004 - National Association of Development Organizations Award

Program Coordinator

September 2000 - December 2002

Green River Area Development District, Owensboro, Kentucky

As program coordinator, I served as liaison between administering

agency and senior centers in the 7 county district, conducting audits and

monitoring programs such as senior center activities, and meals on wheels

programs, for federal and state compliance. Additionally, I served as

senior center director in his or her absence.

For program quality assurance, developed and conducted training

workshops for center directors and staff. In conjunction with senior

center oversight, I also managed the State Health Insurance Assistance

Program on the district level, which consisted of recruiting and training

volunteers from the senior centers to counsel community individuals on

various government benefits and entitlements.

Utilized volunteers and AmeriCorps members to expand and enhance the

prescription assistance program, a program that was duplicated in outlying

regions.

Administrative Assistant from 1988 - 1994, Volunteer Coordinator from 1994

until 2000

Hospice Association, Inc., Owensboro, Kentucky

As Administrative Assistant, I was responsible for answering all

incoming calls, processed donations, maintained patient lists, patient

files, general filing, purchasing, accounts payable, accounts receivable,

payroll, data processing and transcription, and volunteer supervision.

In the early 1990's, the hospice went from a fully United Way funded

agency, to securing Medicare/Medicaid Certification. I was part of the

team that was assigned to interpret and implement the processes to achieve

certification and allow for billing for services.

As Volunteer Coordinator, I recruited, interviewed and trained Hospice

volunteers, AmeriCorps members and interns. I maintained all personnel

files, and time logs. Program development included developing and

conducting training programs and continuing education courses for all

volunteers, designing reporting systems used in producing cost analysis

reports, board of director briefings, and determining program effectiveness

through establishing goals and outcomes measurement tools. Monthly,

quarterly and annually, I coordinated recognition and team-building

programs for agency staff and volunteers

I maintained program standards in accordance with federal and state

regulations. I was responsible for representing agency at community

events, developing marketing materials, making public presentations to

medical community and general public.

Fundraising was a critical component of the agency and as such, fell

under the direction of the volunteer program. I was responsible for the

development, logistics and implementation of all fundraising activities.

While under my direction the program won the following awards:

JC Penney Golden Rule Awards - Most Innovative Program

Volunteer Star Award - Exceptional Volunteer in the Challenged