Customer Service Quality Assurance
Resume:
Michele Ruple
Email: *********@********.***
Address: *** ***** ******** #*
City: Redondo Beach
State: CA
Zip: 90277
Country: USA
Phone: 310-***-****
Skill Level: Management
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
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Job History / Details:
MICHELE D. RUPLE
**********@***.***
Administrator / Executive Director / Healthcare Operations
COST CONTROL PROCESSES ~ STAFF DEVELOPMENT ~ BUSINESS ENHANCEMENT
Professional Summary: Results-driven professional eager to contribute dynamic management, business development, and client servicing toward actively supporting a progressive organization in optimizing bottom line profits. Particularly astute at inventory management, cost control, as well as designing and implementation of productivity processes to increase the long term viability of the operation.
* Operations Expertise
* Quality Assurance
* Regulatory Compliance
* Procedural/Workflow Oversight * Financial/P&L Oversight
* Data Analysis
* Customer Service
* Payroll Analysis * Cost Control Practices
* Customer Loyalty Expert
* Training & Development
* Strategic Growth Plans
QUALIFICATIONS PROFILE
Strong analytical background with the ability to work independently on multiple projects with specialized experience in information management, financial analysis and budgetary planning, operational efficiency practices, conflict management and effective communication techniques, strategic planning, organization development and change management.
Extensive knowledge of client service programs to garner loyalty and retention.
Contribute dynamic leadership skills and sharp business acumen toward managing staff in all aspects of daily operations, with strong focus on optimizing productivity, efficiency and performance.
Knowledgeable in all facets of brand building to include policy development and implementation, merchandising, advertising and training.
Excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of the organization.
Competent leader and mentor who is able to create a team environment, including building collaborative relationships, training peers to perform at maximum efficiency, and the capacity to form cross-functional coalitions in order to ensure knowledge is shared across departmental lines.
Proven ability to adapt strong process knowledge and technical skills to diverse organization needs.
FUNCTIONAL COMPETENCIES
Demonstrate dynamic leadership qualities and strong communication skills in successfully leading planning meetings and delivering comprehensive strategies.
Embrace organization initiatives and mission statement.
Develop and implement numerous protocols and policies with the purpose of identifying and resolving relevant client issues in a proactive manner.
Skilled at managing multiple projects and leading teams in cross-functional, concerted efforts.
Provide staff support and mentoring whenever necessary.
Skilled at developing and implementing efficiency best practices to increase productivity and reduce overhead costs.
Ensure that all processes and procedures are completed, quality standards are met, and that operations are profitable.
PROFESSIONAL CAREER TRACK
Executive Director/CEO, Harbor Community Clinic 2004-2011
Primary responsibilities included comprehensive oversight related to the day-to-day operations and administration of Adult and Pediatric Clinics providing 15,186 patient visits/medical encounters per year.
Directly involved in business development processes designed to promote service awareness to community at large.
Closely monitored financial plans and overhead costs in order to keep business viable in the long term.
Consistently provided staff training and development to sustain client needs.
Developed strategic coalitions within the community in order to leverage new resources.
Created and disseminated business plans related to the long-term vision of the organization.
Accomplishment: In 2006, led process to acquire Federally Qualified Health Clinic Look Alike status for Harbor Community Clinic requiring strict conformance to government and industry regulations, organizational policies and procedures and guarantees that the highest ethical practices.
Clinic Manager, Family Planning Associates Medical Group 10+ Years
Primary responsibilities included comprehensive oversight of clinic operations including business development, operational performance metrics and team leadership.
Directly involved in labor relations, staff management and development, productivity and efficiency processes, safety programs.
Consistently monitored all aspects of operations and implemented cost effective changes.
Compiled and disseminated data for annual statistical reports and managed 15 employees including physicians, nurse practitioners, lab technicians, front and back office staff as well as conducted performance evaluations for subordinate personnel.
Acted in the capacity of Spokesperson in crisis management situations and assured strict conformance to government and industry regulations, organizational policies and procedures, and guaranteed the highest ethical practices.
SPECIALIZED TRAINING
Bachelor of Psychology, University of California, Los Angeles (UCLA)
Fluent: English, French (Conversational in Spanish)
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