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Customer Service Management

Location:
Bronson, FL, 32621
Posted:
September 01, 2010

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Resume:

william brown, LPN

*** ******** ****** *********, ************ 02139

352-***-****

Education And Training

BACHELORS OF SCIENCE IN NURSING (IN PROGRESS) ESTIMATED GRADUATION:

2012

excelsior college, school of nursing Albany, NY

bachelors of arts in management and accounting (105 hours) 1991

canisius college Buffalo, NY

? Minor: Marketing

professional development training/certifications

. Diploma in Licensed Practical Nursing (LPN), 1994

. Florida PN 5177171

. Massachusetts LN 87337

. IV Certification, 1994

. Train the Trainer in Direct Care Staff, 2000

. C.O.R.E Certification, 2007

. Alzheimer's Care Certification, 2009

. CPR/First Aid for Healthcare Providers, 2009

Professional Experience

FLORIDA RESEARCH NETWORK

NOVEMBER 2009 - PRESENT

CLINICAL RESEARCH NURSE

Gainesville, FL

. Detailed knowledge of multiple clinical trial protocols

. Informed consent process

. Study recruitment, enrollment, and study visits

. Regulatory Documentation

. Source document and CRF completion

prosperity oaks assisted living April 2008- September 2009

assisted living administrator Palm Beach Gardens, FL

. Oversaw the daily operations of a assisted living community with 155

residents; successfully maintained a 39% operating margin and instituted

cost saving measures such as reducing overtime from 6.5% to 2.0%.

. Provided leadership, maintained employee relations, staffing, supervised

and trained 166 employees including health professional, servers and

maintenance staff.

. Ensured the success of the "Live Well Program"; communicated the

philosophy of the program to staff, implemented all Prosperity Oaks

policies and procedures as related to the program and ensured regulatory

compliance.

. Identified, developed, and evaluated sales and marketing strategy and

adhered to an annual budget making adjustments based on knowledge of

establishment objectives, market characteristics, and cost factors.

. Provided superior customer service and adequately supplied the resident's

in the community with the caring and compassionate service necessary to

create a positive living experience.

. Evaluated customer care issues by correcting a multiple page biennial

survey listing several customer concerns; addressed administrative

deficiencies improving 2008 biennial survey results significantly.

. Demonstrated a "can do" attitude by devoting time and resources to

assisting with various miscellaneous duties when necessary.

. Managed individual workload efficiently and worked well under minimal

supervision; demonstrated exceptional organizational and time management

skills.

director of wellness April 2007-May 2008

. Supervised the Wellness Department including five Charge Nurses and 57

Nursing Assistants; oversaw the budgeting, hiring, in-service teaching

and scheduling of staff as well as the management of durable medical

equipment (DME).

. Ensured the proper safety and welfare of 126 residents; scheduled nursing

staff, developed staff assignment sheets for accountability of care and

developed effective Resident Care plans.

. Evaluated the success of the programs on a quarterly basis to improve

resident health, enforcing necessary process improvements as needed.

. Implemented the use of the resident chart assessment to accurately track

diagnoses, history & physical, physicians' orders, labs, x-rays and the

management of ancillary supplies.

. Grew the ancillary supply program by establishing a mutually beneficial

relationship with a local DME and medical supply company; increased

revenue by $24K within the first eight months.

. Performed a cost analysis on existing sales to reconstruct a more

profitable business plan; applied a 60% - 100% mark-up on the items

purchased through preferred vendors and marketed these items to residents

as convenience items.

. Responsible for instituting a Nursing Department audit program to improve

medication management program, employee orientation and in-service

program for 165 employees.

. Established and maintained the employee health program for all community

employees including annual Tuberculosis and chest x-rays.

morningside of the west end October 2004- February 2006

executive director Richmond, VA

. Oversaw the overall management and the day-to-day operations while

maintaining compliance with all applicable laws and regulations.

. Maintained an annual business plan and a 38.9% operating margin that

achieved the financial goals and maintained high occupancy through

effective community relations strategies.

. Hired and supervised employees maintained Wellness staff schedule and

ensured adequate staffing while ensuring continuity and consistency in

delivery and quality of services.

. Participated in sales and marketing activities and implemented innovative

customer service approaches and services to maintain or enhance resident

independence and resident satisfaction; assisted the marketer with

growing the census for 65% to 95% and maintained the census over a period

of two years.

cobblestones at fairmont (emeritus community) June 2002- October 2004

regional nurse specialist Manassas, VA

. Responsible for in-service orientation and training of all direct care

staff for12 Emeritus Communities in the Mid-Atlantic Division, by request

of the RDO.

. Developed the training and orientation curriculum based on a cost

effective budget which provided health and wellness consultation to staff

and organized the clinical coordination of the Wellness Department.

resident services director February 2000- October 2004

. Prepare and adhered to an annual operating budget of $200K for the

Wellness Department and managed the day-to-day healthcare operations of

an 88 resident Assisted Living community.

. Responsible for the direct supervision of care giving and coordination of

health care needs within the community; ensured residents were treated

with respect and dignity and ensured quality care as resident's

healthcare needs changed.

. Established and monitored compliance using an effective medical record

documentation system tracking resident diagnosis, history & physical,

physicians' orders, labs, x-rays and the management of ancillary

supplies.

. Established and grew the ancillary supply program bringing in $30K in

additional revenue to the community annually by establishing a mutually

beneficial relationship with a local DME and medical supply company.

. Hired, trained, supervised, and monitored qualified nursing staff to

deliver efficient resident care; coordinated the daily activities of 3

Charge Nurses and 23 Nursing Assistants and implemented the use of staff

assignment sheets for accountability of care.

. Established an effective nursing department audit program to improve

medication management program, employee orientation and in-service

program for 46 employees.

Additional EXPERIENCE

. CHARGE NURSE, WOODMONT GENESIS ELDER CARE, FREDERICKSBURG, VA,

SEPTEMBER 1998- FEBRUARY 2000

. Charge Nurse, Manor Care Fair Oaks, Fairfax, VA July 1996-September

1998

. Charge Nurse, Gurwin Jewish Geriatric Center, Commack, NY October 1994-

July 1996

. Certified Nursing Assistant, Gurwin Jewish Geriatric Center, Commack,

NY January 1991-October 1994

. Certified Nursing Assistant, Parker Jewish Geriatric, New Hyde Park,

NY June 1987- January 1991

RESEARCH EXPERIENCE

. CV185030: A Phase III, Active (Warfarin) Controlled, Randomized,

Double-Blind, Parallel Arm Study to Evaluate Efficacy and Safety of

Apixaban in Preventing Stroke and Systemic Embolism in Subjects with

Nonvalvular Atrial Fibrillation

. Angiotech Protocol 014-VWAV07 "A Long Term Safety Study Of The

Vascular Wrap TM Paclitaxel-Eluting Mesh After Surgical Implantation

With The Lifespan ePTFE Vascular Graft in the Upper Extremity for

Hemodialysis Vascular Access".

. Pfizer Inc., "A Randomized, Double Blind, Parallel-Group Study of

Cardiovascular Safety In Osteoarthritis or Rheumatoid Arthritis

Patients With or at High Risk for Cardiovascular Disease Comparing

Celecoxib With Naproxen and Ibuprofen".

. D1680L00005: An 18-Week, Multicenter, Randomized, Double-Blind Phase

3B Trial to Evaluate the Efficacy and Safety of Saxagliptin in

Combination with Extended Release Metformin, 1500 mg versus Metformin

Uptitrated to 2000 mg in Subjects with Type 2 Diabetes who have

Inadequate Glycemic Control After Diet and Exercise and a Stable Dose

of Metformin XR 1500 mg

. 11931-02 "Injection of Autologous CD34-Positive Cells for Improved

Symptomatic Relief and Ischemic Wound Healing in Subejects with

Moderate or High Risk Critical Limb Ischemia"

. AMAG FER-PAD-001: A Phase II, Open Label, Randomized, Multicenter

Trial Comparing Noncontrast MRA versus Ferumoxytol Vascular Enhanced

MRI (VE-MRI) for the Detection of Clinically Significant Stenosis or

Occlusion of the Aortoiliac and Superficial Femoral Arteries in

Subjects with Intermittent Claudication Scheduled for Digital

Subtraction Angiography (DSA)

. Medtronic: "The Medtronic Complete SE SFA Stent System for the

Treatment of Atherosclerotic Lesions in the Superficial Femoral Artery

and/ or Proximal Popliteal Artery".

. Medtronic: "A.C.T.I.V.E" Assurant cobalt stent in treatment of lliac

vessel disease

. NuVasive Inc., "A Pivotal, Multi-Center, Randomized, Controlled Trial

Evaluating The Safety and Effectiveness of the NeoDisc Versus

Instrumented Anterior Cervical Discectomy and Fusion (ACDF) In

Subjects With Single-Level Cervical Disc Disease".

. BCX1812-303: A Phase 3, Open-Label, Randomized Study of the Antiviral

Activity, Safety, and Tolerability of Intravenous Peramivir in Adult

and Adolescent Hospitalized Subjects with Confirmed or suspected

Influenza Infection

. The Effects of Acadesine On Clinically Significant Adverse

Cardiovascular And Cerebrovascular Events in High-Risk Subjects

Undergoing Coronary Artery Bypass Graft (CABG) Surgery Using

Cardiopulmonary ByPass (Protocol No. P05633): RED-CABG Trail

(Reduction in Cardiovascular Events by AcaDesine in Subjects

Undergoing CABG)

. Pivotal IDE Study and Continued Access Arm of The Bryan Cervical Disc

Prosthesis In The Treatment of Degenerative Disc Disease.

. Bryan Disc Post-Approval Investigation



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