Customer Service Medical
Resume:
KRYSTAL GILMORE
Germantown, MD 20874
Telephone 703-***-****
********@*****.***
Senior Manager, F & B Operations
Management
PROFESSIONAL EXPERIENCE
August 2010-July 2012, Acting Lead Petty Officer/Command Development Team Lead
Avg hrs per week 50, Salary: $ 66,155.53per year
United States Navy, 3rd Medical Battalion, Okinawa, Japan
Supervisor: CT Guckeyson, Phone Number 090-****-****, MAY CONTACT
LEADERSHIP: Served as acting Lead Petty Officer for a team of 8 personnel. Mentored and prepared
over 30 military and civilian subordinates for promotion, recognition, and educational goals. Assisted
subordinates maintaining career development books required for promotion. Guided and encouraged
subordinates in the attainment of college degrees which resulted in over 60 percent college enrollment
rate. Oversaw equipment valued at approximately $1.2M Selected as Senior Sailor of the Quarter in
FY2010 for performing above and beyond in leadership and administrative ability, professional
development, and commitment.
March 2007-August 2010, Education Services Officer
Avg hrs per week 40, Salary: $65,560.48 per year
United States Navy, NAVMED MPT&E Command, Bethesda, MD 20889
Supervisor: ES Covington, Phone Number 301-***-****, MAY CONTACT
LEADERSHIP: Served as the Head, Staff Education and Training responsible for training over 400
personnel. Led and directed eight personnel including managerial oversight of four different work
centers. Scheduled 13 leadership courses for 11 personnel eligible for advancement exams; coached and
mentored individuals in preparation for the exam.
TRAINING ADMINISTRATION: Provided training support to ensure compliance with mandatory
requirements. Served as a Basic Life Support (BLS) and Medical Indoctrination instructor. Accountable
for the mandatory medical training of personnel. Developed and implemented the redesign of the online
command orientation program initiative in a 3 month time span that reenergized the staff education and
training program. Instructed regional advancement courses for 222 personnel resulting in 143 promotions
within the National Capital Region. Created and implemented a process improvement initiative to
revitalize staff education and training programs. Increased orientation topics by 60% which resulted in a
more informative transition for new personnel.
KRYSTAL GILMORE
VACANCY ANNOUNCEMNT: 12001D72
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MEDICAL STAFF EDUCATION: Served as the Staff Education and Training Director for Continuing
Medical Education (CME) programs and managed a budget of over $80K. Collaborated and coordinated
with support staff to ensure efficient and effective programming. Regarded as the CME subject matter
expert and provided exceptional support to over 1600 military and civilian personnel. Reviewed and
approved 106 CME packages ensuring 100% compliance to the Council for Continuing Medical
Education initiative. Work Unit awarded 12, 523 CME’s valued at $1.5M to 6,140 physicians due to
diligence in processing CME packages. Ensured 90% recertification, qualifications and effective
healthcare delivery in accordance with operational and fleet requirements. Provided support staff for the
Armed Forces Operational Medicine Symposium. Maintained a highly organized symposium and
ensured a total of 5,073 CME credits were awarded to 370 personnel.
OPERATIONS MANAGEMENT: Managed the telecommunication systems contract valued at $300K.
Ensured trouble calls were handled expediently which resulted in a savings of over $20K in repairs due to
the quick turnaround of emergency repairs.
February 2004-March 2007 Assistant Medical Lead Petty Officer
Avg hrs per week 40, Salary: $56,468.72 per year
United States Navy, NMCRC, 183 Spruance Circle, Suite 117, Washington, DC 20373
Supervisor: TE Humphries, Phone Number 240-***-****, MAY CONTACT
LEADERSHIP: Served as the Medical Department Assistant Lead Petty Officer. Supervised medical
administration for over 1700 personnel within 70 work units. Led and oversaw the care of over 4,000
patients. Integrated clinical and service quality into all aspects of operations and established a balanced
scorecard to monitor and evaluate progress and outcomes. Established positive collaborative working
relationships with subordinates, leaders, physicians, and clinical staff across the organization.
TRAINING ADMINISTRATION: Served as an instructor for BLS and Tricare benefits. Highly
requested instructor certified 65 personnel in CPR and 123 on medical health and benefits. Assessed
training needs, identified weaknesses, and developed and implemented short-range and long-range
training plans.
February 2004-May 2006, Medical Lead Petty Officer
Avg hrs per week 40, Salary: $56,468.72 per year
United States Navy, NOSC, 1 San Diego Loop, Building 3198, Andrews AFB, Maryland 20762
Supervisor: JR Pierce, Phone Number 240-***-****, MAY CONTACT
LEADERSHIP: Assisted medical personnel in the planning, evaluation and delivery of patient care for
over 4500 patients. Developed and implemented process improvement efforts that reduced discrepancies
by 90 percent to maintain quality. Served as the First Aid and CPR instructor and certified over 500
personnel.
KRYSTAL GILMORE
VACANCY ANNOUNCEMNT: 12001D72
OPERATIONS MANAGEMENT: Served a key role in the consolidation of the Navy Operational Support
Center and the Naval Air Facility. Maintained and updated medical records and confirmed compliance
with the Joint Commission regulations. Efforts resulted in a successful accreditation review of 12
Medical/Dental providers. Managed the medical readiness reporting system and the oversight of five
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subordinate commands totaling over 1100 staff members and over 800 students. Provided a weekly status
report of physical health assessments, dental readiness exam dates, and medical warning tags, etc., and
submitted delinquent individual names to leadership.
Managed the medical readiness reporting system and the oversight of five subordinate commands
totaling over 1100 staff members and over 800 students. Provided a weekly status report of physical
health assessments, dental readiness exam dates, and medical warning tags, etc., and submitted delinquent
individual names to leadership.
May 2001-February 2004, Assistant Lead Petty Officer
Avg hrs per week 40, Salary: $ 54,421.67 per year
United States Bureau of Medicine and Surgery, 2000 E Street, Washington, DC 20372
Supervisor: JP Hokenson, Phone Number 904-***-****, MAY CONTACT
LEADERSHIP: Served as the Assistant Team Lead for Administrative Services. Mentored, trained,
evaluated and disciplined subordinates and set high performance standards. Created recognition program
to improve engagement and morale which led to 100% retention. Functioned as manpower program
manager and coordinated staffing for a unit comprised of over 500 personnel. Tracked over 500 personnel
transfers resulting in continuing smooth transition. Reconciled 8900 line items for over 250 records for a
system upgrade. Resulted in 100% reliable database that enables leadership to track and resolve
manpower issues.
OPERATIONS MANAGEMENT: Revised the Bureau of Medicine and Surgery’s sponsor program
standard operating procedures (SOP). The SOP was directed by the Deputy Surgeon General to become a
directive for the organization. Implemented an E-check in pilot program to streamline the check-in
process for patients which saved over 300 man hours per week. Developed and flawlessly executed the
process to update service member life insurance forms for over 250 personnel.
CUSTOMER SERVICE: Mentored and guided team to provide exceptional customer service. Initiated
standardized procedures to insure optimal response times and service levels which dramatically improved
every aspect of customer service.
KRYSTAL GILMORE
VACANCY ANNOUNCEMNT: 12001D72
EDUCATION
B.S., Southern Illinois University, Chicago, IL, 2005
SPECIAL SKILLS AND DATABASE EXPERIENCE
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Additional Training Courses-Healthcare Facilities Management, Health Information Management,
Medical Office Administration, Operational Risk Management, Training and Development (Instructional
Methods), Leadership Development, Conflict Management, Coaching for Performance, Six Sigma White
Belt
AWARDS
Navy and Marine Corps Achievement Medal (6), Good Conduct Medal (4), National Defense Service
Medal, Senior Sailor of the Quarter (2)
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