Customer Service Training

Robin Green 425-***-****

***** ** ***** **, ***** Bend, WA, 98045 ********@*****.***

Professional Profile

* *****' experience as an Activities 13 years' experience in supervisory

Director in large retirement role.

communities. College studies focused on business

11 years' experience in program management, marketing, accounting,

development and administration. and physical fitness.

Expertise in departmental and Proficiency in developing and

facility management including maintaining a department budget,

community promotion, staff and budget including implementing innovative

supervision, fundraising, and event cost-saving plans.

planning and scheduling. Expertise working with diverse

Skills in developing creative ideas populations: multi-cultural, high/low

for social opportunities, activities, income, seniors, teens, children,

and outings designed to appeal to chronic disease, Alzheimer's.

independent, assisted living, and Experience in hiring and supervising

memory-care populations. 12+ staff and volunteers of varying

Thorough knowledge of health and ages and abilities.

wellness and the challenges of Experience in individual, group and

lifestyle change as well as corporate membership sales and

proficiency in adapting/modifying for marketing strategies and high-end

those with mental/physical customer service.

challenges. Competence in handling up to 14

Proficiency in the use of the passenger buses with lifts, and

Microsoft Office suite, Outlook and experience driving commercial vans.

Windows XP.

Professional Experience

Faerland Terrace Assisted Living & Alzheimer's Care, Seattle, WA

February 2011-August 2011 (F/T)

Activities Director

Achievements:

Doubled quantity of activities in first 60 days, including significantly

increasing and broadening program variety and quality, particularly in

Memory Care.

Developed professional relationships with Swedish Health Services,

Providence Hospital, Senior Services advocates, a Balance/Rehab Specialist,

an OT specializing in ADL's, a Funeral Home and others.

Assisted in establishing two regular Memory Support Groups.

Provided 3-4 speakers and presenters per month on topics relating to aging,

memory loss, elder care, scams and fraud targeting older adults, and

others.

Developed exercise program to include Nia fitness classes and small motor

group exercises for improved ROM, balance and flexibility.

Implemented significant savings in Activities budget through cooperation

with Team members, community partnerships, utilization of discounts and

substituting vendors.

Additional support added in Memory Care to keep residents with varying

acuity levels engaged and provide ancillary one-on-one attention.

Implemented new software for calendaring as well as recording and reporting

data relevant to resident information, participation tracking and other

department functions.

Improved entertainment to include weekly karaoke with professional singer,

audio book club, and music and food with Happy Hour wine socials.

Hired international entertainers to perform and a local celebrity to

provide current events discussion groups on a regular basis.

Improved monthly newsletter by adding professional photos and informational

articles.

Responsibilities:

Developing, organizing and executing an activities program for residents to

enrich their lives and keep them emotionally and physically healthy. This

included providing entertainers, speakers, instructors, and outings to

provide social and educational opportunities.

Creating separate calendars of activities each month for both Assisted

Living and high acuity Memory Care residents which incorporated physical,

intellectual, spiritual, and psycho-social components, and coordinating a

group of 6+ team members to plan, lead, organize and drive them.

Coordinating with the Marketing Director to provide outreach and education

to residents, their families, prospects and community members.

Maintaining department budget while providing low cost alternatives.

The Woodmark at Steel Lake, Federal Way, WA

April 2010-December 2010 (F/T)

Community Life Director

Achievements:

Increased number of activities by over 200% in first 90 days, dramatically

expanding and increasing program variety and quality. Examples include 4

new types of seated exercise, cultural outings, and many new social,

intellectual, and physical opportunities.

Employed new program for calendaring, participation tracking, census,

interest surveys, face sheet info and department operations which provides

reports and data for internal or external applications.

Added sensory-related activities, guided reminiscing, and increased quality

and quantity of Alzheimer-specific activities and tools in the Dementia

unit.

Introduced trips and outings for our Alzheimer's residents twice weekly,

time outdoors most days, and social opportunities outside the unit were

included every week.

Integrated residents with mild dementia in with our AL residents'

activities when appropriate and alternatively had them assist with the

Alzheimer's unit's group activities.

Provided 7 new volunteers, including entertainers to perform 8 concerts and

sing-alongs within first 3 months and formal volunteer recognition added.

Joined WSAAP to develop networking, educational and training opportunities,

and added on and off-site training for staff development and education.

Helped develop a set of by-laws and rules for the Resident Council and a

committee for fundraising as well as other resident-led programs.

Saved $250/month by moving newsletter production in-house.

Developed accounting arrangement to help residents who are financially

dependent pay for outings.

Responsibilities:

Building, organizing and implementing a full activities program designed to

enrich and enhance residents' daily lives, coordinating 9 staff and

volunteers.

Creating three distinct activities calendars each month for our AL, Memory

Care, and Alzheimer's residents fulfilling physical, intellectual,

spiritual, and emotional needs.

Teaching group fitness classes for various skill levels and mental/physical

capabilities five days a week.

Maintaining department budget and providing cost-saving solutions.

Generating reports tracking activities, resident participation, birthdays,

and other data.

Merrill Gardens at Queen Anne, Seattle, WA

August 2007-February 2010 (F/T)

Active Living Director

Achievements:

Increased number of activities by over 150%, including involving other

Directors in Activities Program and creating new opportunities for

volunteer and resident-led activities.

Began volunteer collaboration with local organization.

Brought QA to consistently report the highest resident participation in

physical activities and among the highest resident computer usage of MG

communities in our region.

Brought extreme budget variance from prior year to well within acceptable

operating parameters.

Expanded fitness program to include Nia, Feldenkrais, lo-impact aerobics

and yoga.

Established community partnerships with a Senior Services Center, Volunteer

Organization, Funeral Home, Occupational therapist, Hearing Center, RD and

others.

Responsibilities:

Developing, organizing and implementing an activities program that includes

aspects of physical, intellectual, spiritual, and fun elements of life!

Working with an activities assistant and other team members to plan, lead,

coordinate and drive appointments, events and outings.

Scheduling entertainers, lecturers, volunteers and instructors to provide

on-site entertainment and education as a balance to outings.

Teaching group fitness classes for various ages, skill levels, and

mental/physical capabilities several times a week.

Designing games and contests to enhance residents' mental, social, and

computer skills.

Performing orientations and training on the computers, fitness equipment,

and Wii system.

Planning parties and social events to provide group and one-on-one

interaction.

Working with other Management Team-members and staff to ensure all

residents' needs are being met, and facility standards are being adhered

to.

Maintaining department budget within defined parameters.

Generating reports tracking types of activities offered and resident

involvement.

YMCAs of Greater Seattle, Seattle, WA

July 2001-August 2007 (F/T)

Healthy Lifestyles Coordinator

Achievements:

Promoted from Fitness Coordinator to Healthy Lifestyles Coordinator,

working with 3 branches of the YMCA.

Responsible for recruiting, training and mentoring several volunteers,

including Greater Seattle YMCA's Volunteer of the Year.

Instrumental in bringing the SilverSneakers Program to Sammamish YMCA.

Co-coordinated a Family Fun Run for charity, participated in fundraising

for the annual PWY campaign and was planning lead for the Healthy Kids Day

event.

Became the "Y Personal Fitness" Program Director, Pilates Instructor

Trainer, and Martial Arts Instructor Trainer and earned an Active Older

Adult Exercise Leader certification.

Designed, researched and wrote monthly newsletter.

Responsibilities:

Personal Training, Group Fitness instruction, and equipment orientations.

Ensured facilities complied with Association policies regarding Wellness

programs, including implementing Total Health policies & programs.

Worked with Membership Coordinators on member retention strategies, as well

as on marketing events to promote facilities to new members.

Performed community outreach at local Senior Centers and Retirement

Communities, presenting on SilverSneakers and Health & Wellness topics.

Designed & coordinated schedules of Fitness Instructors and Trainers, and

ensured staff maintained current certifications with required trainings.

Operated and maintained program budget within prescribed guidelines.

Certifications and Special Education

American Council on Exercise Special Training

Certified Personal Trainer since 1998 Older Adult Fitness

Certified Group Fitness Instructor since Post-Rehab Training

1998 Special Populations

Fitball / Swissball

YMCA Certifications SilverSneakers

Sports Conditioning SilverCircuit

Rubber Resistance Kickboxing

Flexibility Youth Fitness

Core Strength Balance Training

Medicine Ball

Stability Ball

Choreography

Advanced Resistance

Coaches Core Training

Supervision Modules Other

Group Work CPR FPR-AED, and First Aid certified

Volunteerism Care-Giver Fundamentals certified

Budget Training Dementia Training certified

Marketing Mental Health Training certified

Conflict Resolution Food Safety certified

TB tested

Meals on Wheels volunteer

Special Olympics volunteer

Reader for the Blind volunteer

References

References are available upon request.

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