Project Manager Customer Service

Susan E. Vititoe

**** ******* ***, ********, **** 50112

Telephone: 641-***-**** Cell: 641-***-****

E-mail: ***************@*****.***

Personal Statement

Innovative experienced professional with over fifteen years of leadership

and management expertise in business and healthcare. Seeking a position to

expand and develop existing skills while meeting and succeeding with new

career related responsibilities. A self-starter, with outstanding customer

relation skills, easily interacts with clients, staff and/or

administration. Detail orientated team player with excellent time

management and organizational skills, easily adapts to new situations or

challenges in a short amount of time.

Professional Experience

Project Manager (June 2008-Present)

ASI Signage, Grinnell, Iowa

. Successfully manage the development and production of custom

architectural signage accounts grossing annually over $2 million.

. Compile and maintain status update reports detailing timeframes

of project stages.

. Manage multiple projects simultaneously from sales

representative handoff, through production, installation and

invoicing.

. Generate detailed production specifications documents needed by

production division for accurate manufacturing of custom architectural

signage.

. Coordinate signage installation details with general

contractors, customers and sub-contracted installation companies.

. Provide clients with product information, quotes, production

schedules, installation requirements and completed necessary follow-

up.

. Develop and maintain ongoing customer service relations with

clients.

. Experience using Microsoft Office Suite for production of

documents, presentations and correspondence.

Director of Quality and Risk Management (September 2000-August 2007)

Grinnell Regional Medical Center, Grinnell, Iowa

. Lead organization in quality improvement initiatives, i.e.

HCAPS patient screening tools, lead root cause analysis and SWAT

analysis teams, Code Blue Algorithms Development.

. Developed written hospital protocols for oxygen therapy

titration, ventilator weaning, Wright study parameters, closed online

suctioning

. Investigated patient complaints; provided follow-up

communication to patients and families enabling successful resolution

of the situations.

. Executed systematic investigations of medical liability cases

applying utilization of root cause analysis processes.

. Functioned as a liaison to legal counsel specific to

organizational liability cases

. Facilitated weekly hospital Safety Rounds sessions, logging all

concerns for investigation and actively participated in resolution

development, implementation and monitoring effectiveness.

. Provided monthly new employee staff development sessions on

safety, quality improvement and risk management protocols.

. Performed data collection for HCAPS utilizing Medicare

software, CPT and ICD-9 manuals.

Director of Cardio Pulmonary (August 1988-August 2003)

Grinnell Regional Medical Center, Grinnell, Iowa

. Managed all aspects of a Cardio Pulmonary department including

policy and procedure development and implementation; statistical data

collection and analysis, staffing, scheduling, supply purchasing,

continuing education, equipment quality control, maintenance and

procurement.

. Developed and managed departmental budget of $500,000.

. Managed a seven member Respiratory Therapy staff

. Provided respiratory management care to inpatients and

outpatients, pulmonary rehab program and provided patient/family

education.

Education

Associates Degree in Applied Sciences (September 1985-September 1987)

Des Moines Area Community College, Ankeny, Iowa

Associates of Applied Science in Respiratory Therapy

Certified Professional in Healthcare Quality, 2001-Present

Certified Respiratory Therapist-State of Iowa License, 1988-2001 (Inactive

Status)

OSHA-10 hour certification

IS-00100 Introduction to the Incident Command System (ICS 100)

IS-00700 National Incident Management System (NIMS)

American Heart Association-Basic Life Support Certification, June 2007-June

2009

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