Customer Service Management

Glenn D. Brewer

**** ****** **** ****, ******, AL 35987

Home phone 256-***-****, Cell phone 205-***-****

Email - *******@***.***

Relevant Skills

. Strong interpersonal and relationship building skills

. Focused on customer and employee satisfaction

. Experienced in P/L management and cost control

. Successful in marketing and revenue growth

. Team building and positive outcome management

philosophy

Work Experience

April 2010 - Gordon Oaks Healthcare

May 2010 Mobile, Alabama

Interim Executive Director (Temporary position)

Responsible for operating and overseeing a Continuous Care Retirement

Community (CCRC) that includes a 120 bed Skilled Nursing

building offering Physical, Occupational and Speech

Therapies, 68 bed Specialty Care Assisted Living Unit, 75

unit Assisted Living and 135 Independent Living units.

Marketed therapy program to physicians and senior centers.

2007 - 2008 Golden Living Center, Pell City

510 Wolf Creek Road N

Pell City, Alabama

Executive Director

Responsible for managing the day to day operations of a 94 bed

skilled nursing facility. Required to market facilities

services to community, participate in collections of

accounts and manage a 15 person management team. Monitored

the Profits/Loss margin to ensure budgetary guidelines were

held within predetermined parameters. Managed State

Licensure and Certification Surveys conducted by State

personnel on an annual basis. Conducted employee

appreciation and recognition events to boost employee

morale and retention. Ensured customer satisfaction was

maintained and monitored through monthly customer

satisfaction surveys and corrected any areas ranking below

a 75% response.

2005 - 2007 Village at Cook Springs

415 Cook Springs Road

Cook Springs, Alabama

Executive Director

Responsible for managing a 265 bed combination Skilled Nursing,

Assisted Living, Specialty Care Assisted Living and

Independent Living facility. Responsibilities have also

included growing and managing an Outpatient Therapy

program. My year to date census facility wide currently

stands at 257 on a budget of 254. Other responsibilities

have included renovation of a skilled nursing unit,

involvement in preparations for publishing a book on the

Village at Cook Springs and the surrounding area and

playing a major role in the marketing of the facilities

services.

2004 - 2005 Emerald Coast Center

114 3rd Street S.E.

Fort Walton Beach, Florida

Administrator

Responsible for managing all aspects of operating a 120 bed Skilled

Nursing facility to include: evaluating the profits and

loss statement and producing reports for corporate

outlining areas in need of improvement, marketing the

services of the facility, coordinating with outside sources

such as Medicare/Medicaid, and coordinating duties of each

department to ensure outstanding resident care.

2003 - 2004 Emerald Coast Center

114 3rd Street S.E.

Fort Walton Beach, Florida

Administrator in Training

Responsible for working in every department of the facility and

learning the day to day operations of a Nursing Home.

1998 - 2003 Hart Services, Inc.

Fort Walton Beach, Florida

Landscaper

Responsibilities include assisting in the design and maintenance of

both residential and commercial landscaping at various

locations throughout Okaloosa County. This includes mowing,

trimming and planting shrubs, clearing sidewalks and

driveways of debris, and laying various ground cover

materials. Also responsible for training new employees in

the use of equipments and proper landscaping techniques.

1996 - 1998 Framed Picture Outlet

Destin, Florida

Sales/Customer Service

Responsibilities included helping customers decide on the design of

their artwork by recommending the appropriate matting,

framing, and colors to correspond with their artwork and

decor. Assisted customers in picking out already framed

artwork from the gallery to place in their homes. Arranged

the artwork in the gallery in order to optimize visual

affect. Participated in the set-up and attendance of art

shows, such as the Destin Mayfest. Sold artwork to patrons.

Education

Administrator in Training, Emerald Coast Center, Fort Walton Beach

Florida

Bachelor of Science in Business Administration with a major in

Management Information Systems, University of West Florida,

December, 2002

Associate of Arts, Okaloosa Walton Community College, December, 2000

State of Florida Licensed Realtor, Certificate of Completion in a two-

week marketing course obtained for the sale and listing of

real estate with Century 21, 1994

Medical Service Specialist Technical Training, Shepherd Air Force

Base, Wichita Falls, Texas, 1983

Honors/Awards

Gamma Beta Phi Honor Society and Service Organization, Member of the

University of West Florida Chapter

Airman of the Quarter, Eglin Air Force Base Regional Hospital, 1985

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