Customer Service Director
Resume:
Leslie Drdul
Cheektowaga, New York 14211
Home: 716-***-**** Email: ******@*******.***
Management Profile
Dedicated human resource professional with a forward-thinking approach to
employee management and recruitment. Committed to providing a high quality
customer service through motivating staff and establishing loyalty.
Progressive supervisory experience in not-for-profit and for-profit
organizations. Possess strong motivational skills, organizational skills,
physical environment, and business management.
Education
D'Youville College, Buffalo, New York
EdD Candidate, Health Policy and Health Education (projected date of
completion: 2012)
Dissertation: "Non-pharmological Approaches to Dealing with Challenging
Behaviors Associated with Alzheimer 's Disease"
Master of Science, Health Service Administration, G.P.A.: 3.8, 2002
State University of New York College at Buffalo, Buffalo, New York
Bachelor of Arts in Psychology, G.P.A.: 3.9, 1998
Professional Experience
LeRoy Manor,LLC, LeRoy, New York 2008 - 2010
Administrator
Responsible for the day-to-day operation of a 93-resdient assisted living
facility. Directly responsible for adherence to NYS Department of Health
and Local Operating Code requirements. Managed all employees.
Coordination of services through multiple State and County providers.
Development and implementation of new policy and procedure model.
. Responsible recruitment, training and retention for all employees
through program development
. Focused on developing leadership and team building programs
. Experience with progressive disciplinary program
. Completion of weekly payroll and reports
. Experience with FMLA, COBRA, Unemployment Insurance and Workmen's
Compensations claims and subsequent hearings
. Developed programs to effectively deal with employee issues and
conflict resolution
. Internal and external marketing campaigns
. Increased resident census from 81 to 93
. Strict adherence to budgetary guidelines and deadlines
Leslie Drdul Page Two
Professional Experience Continued...
St. Francis of Williamsville, Williamsville, New York 2007 - 2008
Director of Activities
Lead day-to-day activities of a 152 resident-skilled nursing facility.
Managed activity assistants, including hiring, training, evaluating, and
coaching. Ensure all psychosocial needs of each resident are consistently
met through innovative programming. Process detailed and accurate
information, including Minimum Data Set (MDS), activity, and social work
documentation. Coordinate special events, out side marketing campaigns and
volunteer participation.
. Responsible for staff recruitment, training, conflict resolution,
disciplinary actions.
. Organized internal and external marketing campaigns and events.
. Responsible for developing and maintaining motivational programs for
employees
Waters of Aurora Park, East Aurora, New York 2006 - 2007
Program Director
Lead day-to-day activities of a 31-resident Secured Memory Care Unit.
Managed activity assistants, including hiring, training, evaluating, and
coaching. Ensure all psychosocial needs of each resident are consistently
met through innovative programming. Process detailed and accurate
information, including Minimum Data Set (MDS), activity, and social work
documentation. Coordinate special events, such as entertainment,
interactive crafts, and volunteer participation. Also responsible for
recruitment and subsequent admission of new residents.
. Motivate and direct every staff member to participate in stimulating
and creative activities.
. Focus leadership on team building; instituted the "Catch Em' Being
Good" program, which successfully promotes excellence through a
reward system.
. Collaborate with physicians, nurses, and specialists on residents'
treatment and care.
. Developed a grant proposal to secure funding for a Montessori-based
programming
. Enhanced quality of life for staff and residents by developing and
empowering teams.
. Heightened staff's awareness of behaviors and potential
interventions.
. Instituted the Alzheimer's Association sponsored "2006 Memories in
the Making Artist Tea," significantly impacting resident's
participation, self-esteem, and recall.
Peregrine's Landing Senior Community, Cheektowaga, New York 2004 - 2005
Activities Director
Facilitated the growth of a new, not-for-profit facility with a 24-bed
secured Memory Care Unit. Unit grew from 30 to 98 residents from 2004 to
2005. Directed activities for the Secured Memory Care Unit and the enriched
housing complex.
Leslie Drdul Page Three
Professional Experience Continued...
. Hired, trained, and mentored an activity assistant, providing
guidance in relating to and caring for residence with various forms
and severity of dementia.
. Organized community large scale events .
. Adhered to strict budgetary constraints, while achieving success in
providing quality programs
. Coordinated volunteer program.
Mary Agnes Manor, Buffalo, New York 2002 - 2004
Activities Director
Designed and implemented activities for a facility with a census of 140.
Recruited, hired, and trained two assistants. Focused efforts on the
Dementia program. Managed up to 10 students per semester who were working
through the Federal Student Work Study Program at D'Youville College.
Recruited, interviewed, evaluated, and approved time sheets.
Manor Oaks Skilled Nursing Facility, Cheektowaga, New York 1998 - 2002
Social Worker
Served in a diverse role, including psychiatric support, MDS processing,
psychosocial evaluations, and membership on the Marketing committee. Gained
valuable experience in all Medicaid forms and regulations. Assisted the
marketing director in planning and launching campaigns. Contributed as
member of Quality Improvement Team.
Certification
National Certification Counsel of Dementia Practitioners
Certified Dementia Practitioner, 2006
Associations
Alzheimer's Association of Western New York, Williamsville, New York
2002 - Present
Committee Chair, Memories in the Making (2006-2010)
Committee Member, Memory Walk (2002 - Present)
Facilitator, Memories in the Making (2004 - Present)
Western New York Assoc. of Activity Professionals, Cheektowaga, New York
2003 - Present
Executive Board Member
Computer Skills
Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, and
Outlook), Internet navigation and research, and electronic medical records
software (EMR), payroll input softwear.
Contact this candidate