Sales Customer Service

CYNTHIA FINDLEY D’ANGELO

Po Box ****, ** Pine Drive • Statesboro, GA 30459 • 912-***-**** • abhsp3@r.postjobfree.com

B USINESS D EVELO PMENT P ROFE SSI ONAL

Account & Business Management

Sales / Strategic Positioning Marketing/ Public Relations

Dynamic, energetic, top performing, business development, sales and marketing professional; exemplary customer service and

collaboration skills; ability to bridge company and client interests to encourage customer development and loyalty in support of

business goals and objectives. Able to establish genuine rapport with diverse populations; proven record of exceptional new

customer and market growth; planning and implementing comprehensive public relations, sales and marketing strategies and

campaigns. Demonstrated success: growth in total referrals and revenues from existing and new clients including hospital

discharge planners, physicians and other medical referral sources. Expertise: identifying new growth opportunities through

community and client education; penetrating new markets. Articulate, accountable, warm and analytic leadership style; a strong

work ethic; solid communication, presentation and follow up skills; able to coordinate public relations and marketing efforts with

print and all media for solving problems and maximizing gains. Able to work alone or with team as leader, manager, trainer or

participant; to communicate appropriately with management, patients and all clients, vendors, and internal departments.

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Strategic Market Planning & Management New Market Advertising & Penetration

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Marketing Collateral Development Market Research & Analysis

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Company to: Patient: Physician; Business Business to Business Sales & Marketing

Liaison

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Direct Sales and Marketing Programs Budget Preparation/Administration

P ROFESSI ON AL E XPERI ENC E

Healthcare Services Consulting June 2004 – present

Consult with providers of non competitive healthcare services to define strategies including comprehensive territory marketing

plans that encompass advertising and integrated marketing initiatives designed to penetrate and grow targeted and new markets,

including the development of referral,/sales and growth tracking mechanisms. (Will discontinue when hired full time)

Georgia Market Account Executive July 2007 – June 2009

The Healthcare Alternative Group – Chatham, Bulloch, Effingham, Bryan Counties

Managed all accounts within Georgia service area for service provider of home health care including: Home Health, Hospice,

Disease Management, Private Duty and Geriatric Care Management. Developed and implemented marketing plan with all tools

and used existing (limited) collateral to launch two new service lines in service area. Established local rapport and developed an

active customer referral base before launching all service lines in Bryan & Bulloch counties. Assisted with opening two new

offices in Pooler and Statesboro and helped to recruit employees for each. Tracked, projected, reported, addressed referral source

and patient concerns and customer service/resolution efforts. Provided direction to team for influencing the creation of marketing

materials congruent with objectives. Created then populated Excel referral report representing the South Carolina and Georgia

markets to show all pertinent referral data for evaluation and tracking at a glance. Targeted discharge planners from the five area

hospitals and all potential and current physicians and other referral sources to increase market share with particular focus on

those representing multi-disciplined referrals to grow company revenue. Provided direction in the renegotiation of managed care

and insurance reimbursements. Planned and facilitated educational and promotional community activities including health fairs

for groups numbering 6 to over 200. Recruited the new Advisory Board for new Certificate of Need area. Received “Kudos

Award”. Exceeded all business development goals.

Selected Contributions:

Drove up target market services utilization and sales with all clients through launching new marketing

strategies including the roll out of centralized intake and the opening of two new branch offices.

…Continued…

Successfully maintained and increased overall client base from 422 to 867 accounts by designing and

implementing strategic customer development and retention initiatives including: educating referral sources

regarding applications of existing services; introduction of new service lines; quickly addressing and resolving client

concerns with the goal of exceeding client expectations.

Dramatically increased referrals from area hospitals, which is particularly noteworthy in Savannah as both

hospitals owned their own home health companies. Examples: Before I was hired St. Joseph/Candler

referred 79 total patients in 2006. In 2007 after I was hired, there were 218 referrals & in 2008, 459

referrals. Similarly, Memorial University Medical Center had 38 referrals in 2006. After I was hired in

July referrals in 2007 = 298 and in 2008 = 779!

Established 146 new referring physician accounts in Chatham County and 71 new accounts in surrounding

counties in 23 months and personally serviced more than 800 accounts.

Increased total annual referrals from all sources: Starting point = 432 referrals; by end of second year, there

were 3926 referrals (2008). Revenues tripled to over 9 Million in less than 2 years.

*Every Key Account was taken” in house” January 2009 which caused a decline in referrals from those accounts Growth continued

with every account I continued to personally serve.

Ogeechee Home Health 2004 – 2007

Ownership: East Georgia Regional Medical Center>Healthfield Corporation> Gentiva Health Services

Community Education Specialist>Community Liaison>Account Executive>Regional Account Executive

Marketed to and serviced accounts in Chatham, Bulloch, Screven, Tattnall, Liberty, Wayne, Jenkins, Evans, Candler, and

Effingham Counties and addressed all appropriate client and business operations concerns. Three merit promotions and

commendations from State Operations Director, Regional VP of Business Development and Sales, Area Director of Business

Development, Area Sales Manager, District Sales Manager and was featured in Healthfield’s employee newsletter. Top producer

in every company sponsored contest. Exceeded all business development goals.

Selected Contributions:

Developed and initiated home health patient and referral models, subsequent value analyses and set new retention

benchmarks, increasing customer referral base by over 300%.

Increased revenue, thereby increasing profits from less than 60 K per month to just under a half million per month in

less than three years by improved segmentation and targeted marketing that included developing appropriate

educational and promotional collateral and with the introduction of new service lines along with encouraging a

thorough assessment for application of existing services.

Prepared annual business plans; developed marketing program enabling one person to effectively serve a 10 county

service area (typically served by 6 marketing employees) saving the company over $550,000 annually.

Analyzed customer referral and intake system and developed cost effective, customer friendly changes that resulted in a

28% improvement in start of care response time.

Maintained existing and developed and maintained new accounts in 10 county service area: 13 hospitals, personal care,

rehab, assisted living and nursing homes, dialysis centers and senior citizen centers and 471 physician’s offices.

Planned and facilitated all special events, luncheons, board meetings and fairs.

Management Experience

• The Art In Youth Project, Inc. – Executive Director and Project Coordinator: 1986 – 2004

CYNTHIA F D’ANGELO Page Three

Professional Experience Continued

• Coast Ballet & Company – Director, Primary Instructor and Artistic Director: 1986 - 2004

• Georgia Council of the Arts Whole School Grant – Instructor & Coordinator: 2001 – 2004

• Family Connection, GA State Social Services Liaison Program – Evans County

Director & Assistant Regional Coordinator: 1997 – 1999

• The Boys and Girls Clubs of The Gulf Coast (5 chapters)– Director of Development: 1995 – 1997

• Memorial Hospital, Gulf Coast – Marketing Projects and Activities Coordinator: 1989 – 1994

• Delta Airlines– In Flight Services Coordinator and Flight Attendant: 1977 - 1985

Professional Associations and Recognitions

• American Marketing Association participant, Marketing Power News Member, Centers for Disease Control

Marketing Member, America’s Best Company’s Member, H.R. Daily Advisor Member, Healthcare

Communication and Marketing Association Member (co. recently discontinued services),Chamber of

Commerce Education Committee Member, State Nonprofit Council of the Arts and Humanities Member

• Received Pat Santucci Award for Program Excellence

• Awarded “Local Celebrity” by Coast ABC Affiliate Station, Chanel 13

• MHG Speakers Bureau – spoke at local and state business, advocacy, health and arts conferences

• Served on Mayor’s Advisory Council through the Downtown Development Authority

• Local and/or Company Fundraising and Drive Chairman for: United Way, March of Dimes, Relay for Life,

Red Cross Blood Drives, Food Bank, St. Jude Children’s Research Hospital

• Spearheaded ‘Save the Paramount’ and restoration of ‘The Georgia Theatre’

• Featured appearances on ABC Affiliate stations, Fox, local and National Public Radio stations

• Who’s Who Among Executive Professional Women

• America’s Most Notable Women

• Recognized by The National Endowment for the Arts

• Nominated by the International Society of Poetry for “Poet of the Year”

• State 4-H Council Management Project Winner

Pertinent Educational Preparation

National Hospice Association Marketing Workshop – 2007

Itawamba Community College: Fundraising Fundamentals, 1995

University of Southern Mississippi: Management Development Program, 1991;

Creating Local Foundations, 1993

Georgia Southern University: Speech and Communications, (renamed Marketing) 1973-1977

*I was offered a job with Delta Airlines months prior to graduation. Traveling the globe in a service and

leadership position was valuable in developing positive communication and management skills.

Certified Workplace Evaluation Tool Results (copies available)

5 factor IPIP – 100% Percentile Strengths: = Leadership; Organization; Efficiency; Teamwork; 95% = Confidence

Primary classification: Analytical – Secondary Classification: Creative

Summary: Unique Quality, unusually personable; Talent, verbal ability; Secret to Success, thoughtfulness

IQ =131; scored in 100th percentile- linguistic, visual-spatial intelligence scale; 85% percentile- mathematics

Emotional IQ=130, top 2% in all profiles: perception, expression, empathy, emotional management

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