Customer Service Manager
Resume:
Candida Baraby
Elizabethtown, KY *****
***********@*******.***
http://www.linkedin.com/in/candidabaraby
Operations Management/Human Resource Professional. Ten plus years multi-
level/multi-department Management Experience; five plus years in
Healthcare/Medical Management. Bachelors Degree in HR, Dual degree Graduate
student in Management and Leadership/Human Resource Management. Excellent
references.
Experience, Employment and Education
2009- Graduate Student, completion: 2010/March 2011
Master of Arts (M.A.) in Management and Leadership
Master of Arts (M.A.) in Human Resource Management
2008 - 2009 Maroland LLC Director of Human Resources (New Mexico) 400+
employees, multi- levels.
Guide and manage the overall Human Resource service/systems for the
organization, a home Healthcare provider.
Coordinate the implementation of services, policies, programs and
training, through Human Resources staff; report to
the CEO and serve on the executive management team. Develop,
structure, and implement Continuous Quality Improvement (CQI) and
other performance management and improvement systems.
2007-2008 Fresenius Medical Care Area Manager, (Albuquerque and Nashville)
300+ employees, multiple
facilities/clinics, CEO of each clinic. Multi-level,
responsible for the management of a group of dialysis facilities
through effective leadership and management of all aspects of
customer service, quality patient care, marketing and
financial (P&L) management. Promote successful implementation
and participation of HR, sales, revenue, marketing,
training, and customer satisfaction initiatives and develop
strategies to grow revenue, enhance employee relations,
enhance service, improve quality and patient outcomes.
Exercise communication, customer service, continuous
quality improvement (CQI), relationship development, team
building, motivating employees, performance
management, and decision making. Maintain profitability while
adhering to the Compliance Program, regulatory
company policy requirements. Responsible for profit and loss
management of each assigned facility/programs
including optimal performance of facility operations to
achieve or exceed budgets and key performance indicators.
Responsible for coaching, developing and overseeing
performance of all direct and indirect reports to ensure the
delivery of maximum quality care to all patients. Have
completed training and ongoing training/development
programs.
2004 - 2007 ROTECH HEALTHCARE: Area Manager (NY,NJ,PA, MD), 300+ employees,
multi-levels
Responsible for the overall management of a group of Oxygen/DME
facilities. Ensure that audits for clinical,
operations, and sales are completed for each location. Ensure that any
deficiencies noted on the audit are resolved
in a timely manner. Work closely with Region Manager to implement
policies, protocols, programs, company
initiatives, and tools to improve performance and achieve company
goals. Monitor staffing levels, expenses,
equipment utilization, and inventory to ensure maximum location and
area performance. Execute budgets ((P&L)
Management) within the Area and locations. Hire subordinate staff and
ensures they receive adequate training/have
competencies. Ensure that area complies with operational procedures,
regulatory compliance, and JCAHO
regulations. Evaluate Location Managers, provide feedback, coaching,
and training. Work with staff to implement
growth plan and manages the Location Manager and Sales Representatives
to market core service and products.
Conduct field travel with sales team to assess effectiveness of sales
efforts and to provide coaching opportunities.
Provide leadership and accountability within Area. Accountable for
revenue growth and area profitability
management. Monitor financial reports and look for opportunities to
improve. Ensure that all employees in are trained
and knowledgeable with all Medicare regulations and compliant with the
Medicaid regulations in the states in which
they operate. Involved in all aspects of recruiting for operations,
sales and clinical staff.
ROTECH HEALTHCARE: Location Manager (Elizabethtown, KY) 10+
employees, multi-levels
Responsible for management of a respiratory/Durable Medical Equipment
(D.M.E.) provider. Responsibilities
included: Calling on key referral sources and maintaining key
accounts. Ensuring compliance with applicable laws
and regulations. Possess a working knowledge of current Medicare,
Medicaid and private insurance regulations.
Ensure documentation required for reimbursement is procured in a
timely manner. Oversee CPAP/BiPAP clinic(s).
Monitor marketing plan and budget. Monitor the A/R aging report to
attain A/R goals. Manage materials procurement
and distribution. Conduct physical inventory monthly/quarterly.
Monitor and control the company's assets, including
Fleet vehicles. Develop staff skills and abilities to better identify
customer needs. Interview and hire staff as needed.
Conduct/ designed and or deliver in-services and continuing education.
Evaluate employees and establish goals for
upcoming year. Introduce and implement Quality Improvement (QI)
programs to comply with JCAHO standards.
Supervise the following staff: Customer Service Representative(s)/
Customer Service Representative Supervisor(s),
Warehouse Supervisor(s), Patient Service Technician(s), drivers,
Inventory Control Representatives,
Clinical/Respiratory Therapist(s), sales representatives, and/or other
healthcare professionals/staff.
2005 - University of Louisville, completed work in the
Masters of Science (M.S) in Leadership, Foundations and Human
Resource Education program.
2003-2004 Superior Lubricants, FORD Motorcraft Division, Operations/HR
Manager, 200+ employees, multi-levels
FAD (Ford Authorized Distributorship) offices/warehouses in both
Syracuse & Buffalo NY. Parts distribution
warehouses providing parts for the majority of NY State's Ford
dealerships. Supervised customer service and parts
receiving/delivery/warehouse personnel to ensure dealerships receive
Motor craft parts quickly and correctly via daily
delivery and/or pickup. Received and created large PO's. All office
management procedures and responsibilities.
Conduct/Participate in daily/weekly meetings at all locations.
Represent company with/for key accounts, sole POC for
the 3 largest (multimillion dollar) accounts. Frequent travel between
warehouse locations and corporate offices. HR
Manager for sites/Liaison for corporate departments/offices. HR
functions for Buffalo & Syracuse, Recruit, interview,
train employees as needed. Provide Supervisors guidance on/for
employee evaluations/disciplinary policies and
procedures. Maintain employee records on site(s) and ensure required
records maintained at corporate HR.
Supervised: Warehouse Managers, Customer Service Supervisors and
Inventory Managers.
2002-2003 E4/Specialist/DEP, US Army.
MOS: Mental Health Specialist. Basic Combat Training, Fort Jackson
South Carolina. Honorably discharged.
1999-2001 Hawaii Pacific University, Honolulu, HI.
Bachelors of Arts (B.A.)-Human Resource Development, w/
Honors.
1997-1999 Clarkson University, Potsdam, NY. Majored in Psychology, Pre-Law
1990-1992 SUNY (State University New York) Majored in Paralegal Studies
and Business Administration
1990-2004 Misc/Additional/Part-time & Volunteer work:
4 years: Dept. Manager: Howard Johnsons, Ithaca NY.
4 years Customer Service: Misc/Part time Retail/Restaurant.
10+ years Military Family Volunteerism: event/activity
planning, recruiting, funding, etc
Honors, Activities, and Memberships
Member: SHRM (Society for Human Resource Management)
Psi Chi National Psychology Honor Society
Alpha Sigma Lambda National Honor Society
Paralegal Association; student member
Phi Theta Kappa International Honor Society
Dean's List, each semester
Numerous Academic, Military Community & Family member,
certificates/awards/recognitions.
Online Resume & references: http://www.linkedin.com/in/candidabaraby
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