Customer Service Sales

Dawniel Niles

**** ***** *** **. . **** Plains, MO 65775

417-***-**** . **********@*****.***

Results-oriented, self directed leader with a strong history of performance

in healthcare and multi-channel (store and e-commerce) retail business.

Able to complete organizational improvements and implement best practices

through analysis, insight and a team approach. Capable of resolving

multiple and complex issues while motivating staff and creating good

customer relations.

Proven areas of expertise include:

. Process Design & Productivity Improvement . Customer Service

. Performance Improvement . Profitability & Cost

Analysis

. Sales, Marketing & New Business Development . Systems &

Technology Utilization

. Project Management . Training & Team

Building

Professional Experience

Store Sales Leader, Charming Shoppes Inc.

2009 -present

Retail Successes:

. Presidents Award, 2009 (Top 50 managers in company)

. Successfully transitioned staff into a team and grew staff into

advanced positions

. Ranked #1, company wide, in Premier sales

. Repeatedly exceed sales goals and rank in Top 10 company

trendsetters

Owner/CEO, Bliss Bath & Linen Specialty Shop

2007 - 2009

Developed comprehensive business plan, including financials, and opened a

small retail business to help enhance the historical downtown area while

bringing much needed resources to West Plains and the surrounding areas.

. Operation Startup, Strategic Business Planning, JIT Inventory,

Development of POS system

. Cash Management, Sales & Marketing Campaign

. Staff Selection & Development, Financial Analysis & Cost Containment

. E-commerce (web based store) established August '07

Senior Clinical Applications Analyst, Ozarks Medical Center

2000 - present

Coordinate major projects, select necessary hardware/software, maintain

clinical Meditech modules and interfaces, provide assistance to other

departments, write reports and analyze data for management, review and

streamline processes to increase efficiency and perform time keeper

duties.

. Implement, optimize and maintain all clinical Meditech modules.

. Improved turn around time and increased efficiency with interfaces to

Pyxis and McKesson.

. Reviewed chargemasters and billing processes to increase reimbursement

and compliance.

. Set up ABN database and tracking of proper ABN usage to increase

revenue, reimbursement and patient satisfaction.

. Authored and maintained training materials for end users.

. Increased patient satisfaction scores through monthly staff meetings

with dept. secretaries.

. Increased Press Ganey scores by providing and tracking customer service

training and skills.

. Developed video based new user orientation which saved 10 hours of

staff time per week.

. Created electronic change management form to save time and improve

continuity, compliance and increase system security.

. Experienced educator able to train all levels of staff on Meditech,

Microsoft outlook, power point and excel.

. Manage Kronos timekeeping processes for Applications Staff

Project Management associated with this position

. Successfully transitioned LIS Coordinator position

. Successfully transitioned Clinics Coordinator position

. Implemented new Meditech Hospital Information System (HIS)

. Captured additional revenue through LMRP and ABN setup

. Implementation & maintenance of customer service program

. Manage clinical module go live and release updates for entire

hospital

. Investigated departmental billing processes and captured lost

revenue

Clinics Coordinator & LIS Manager, Ozarks Medical Center

1997 - 2000

Promoted based on ability to manage projects, remain organized and

efficient as well as a strong desire to learn new things.

. Responsible for 13 rural clinic laboratories QC, QA, and CAP

Compliance.

. Perform monthly lab inspections.

. Work with Medical Director to purchase new equipment and implement new

protocols.

. Perform billing audits, review and revise procedures and generate QA

reports.

. Perform yearly competency testing and continuing education for staff.

Support Services Supervisor & LIS Manager, Ozarks Medical Center

1995 - 1997

Hired as phlebotomist then promoted to lab tech upon completion of AAS

degree. Demonstrated strong leadership skills and ability to take on

additional responsibility, complete multiple tasks and organize processes

to create greater efficiencies. Volunteered to build the Cerner

computerized Laboratory Information System (LIS).

. Supervise phlebotomists and office staff.

. Interview, hire and train new staff.

. Oversee billing processes and maintain charge master accuracy.

. Perform in-services and monthly staff meetings.

. Track and trend QA projects.

. Write and maintain Policy and Procedure manuals.

. Develop training manuals, competencies and train all staff on the

computer system.

. Build, maintain and manage the lab computer system.

Education

Master of Business Administration (with healthcare emphasis) - 2007

William Woods University, Fulton, MO

Graduated Cum Laude

Bachelor of Science Business Administration - 2004

Missouri State University, Springfield, MO

Graduated with Honors

Associate of Applied Science Medical Laboratory Technology - 1996

Three Rivers Community College, Poplar Bluff, MO

Organizational& Community Involvement

. Member of HIPAA committee, Revenue Integrity Taskforce, IS Selection

committee, First Impressions Team, Equipment Management Team, and.

Wellness committee.

. Participation in annual Fun Run, Walk of Wellness, Docs vs. Jocks, and

provided phlebotomy services at all health screens.

. Member of the West Plains Area Chamber of Commerce

Training, Certification & Computer Skills

. Certified Breath Alcohol Technician . Microsoft Windows XP,

Excel, Word

. ASCP Certified Medical Laboratory Technician . Microsoft Outlook,

PowerPoint, Access

. Statistics Workshop- Certificate of Completion . Microsoft Publisher

and Front Page

. Customer Service Seminars/Training . Internet Explorer,

AS400, and SAS

Contact this candidate