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Customer Service Manager

Location:
Arlington, Virginia, United States
Posted:
January 23, 2018

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Resume:

DANIEL A. CRONIN

*** ***** ****** ******

Arlington, VA 22204

Personal: 703-***-****

Work: 202-***-****

Email: ac35gq@r.postjobfree.com

PROFESSIONAL SUMMARY

Senior executive management and business development success in the long-term care, healthcare (non and for-profit) and preventive wellness industry. Develops successful fiscal growth strategies, including marketing, budgeting, scheduling, training programs (scientific, systems and operational), team building, customer service programs, recruiting/staffing, P&L analysis and daily staff supervision.

ACCOMPLISHMENTS

• 20 years of solid and proven upper and senior-level management experience, with emphasis on operations, training, recruitment, multi-unit management, marketing, superior customer service and business development.

• Developed, implemented, and evaluated training manuals and job descriptions for over 150 employees in a member-based organization.

• Recruited, trained and supervised over 100 employees in a start-up organization. Multi-faceted efforts lead to eventual sale of company for 40 million dollars.

• Developed and implemented a full-scale, comprehensive nutrition training program for over 50 employees.

• Successfully managed a Scientific Advisory department of over 30 Advisors, including 5 Doctors.

• Intricate knowledge of all major components of operational functionality and business growth, including recruiting, performance metrics, training, P&L analysis, budget development, policy and procedural development, marketing/business development and daily staff supervision.

• Masters Degree in Business Management of Health Promotion Programs. (Marymount University)

EXPERIENCE AND RESULTS

Current:

VITAS Healthcare, Washington D.C.

General Manager 8/2016 – Present

Serves as the senior executive for the program with overall responsibility for the day-to-day operations. Assures that VITAS meets and exceeds all applicable regulatory requirements and is ready at all times for inspection, survey, and review. Develops and expands the revenue performance and business function of the regional program. Represents VITAS in the community and develop key managed care, physician and executive relationships which will assure sustained long-term growth. Actively supervises senior management team which includes a Patient Care Administrator, Medical Director, Volunteer/Bereavement Manager, Team Manager, Admissions Manager and Director of Market Development. Program has realized a 156% growth in year-over-year admissions through Q3, 2017.

History:

Capital Caring Hospice and Palliative Care, (Non-Profit) Arlington VA

Senior CARE Representative 4/2012 – 7/2016

Developed and executed market strategy for the established region to include all applicable target facilities and key contacts (LTC facilities, Hospital centers, Physician groups, Home Care agencies, local government chapters and community associations.) Created and initiated strategic campaigns and presentations to promote brand awareness and visibility within the territory. Worked with General Manager and Vice President of Growth and Outreach to establish annual projected growth targets and goals. Identified and participated in community outreach efforts to include exhibitions, conferences, and other applicable industry-related events. Trained and supervised volunteers to initiate outreach events and programs in the community. Served as the Senior CARE Representative, coaching, training and mentoring a group of 16 members of our Growth and Outreach team. Strategic initiatives have lead to territory census growth from 135 patients to 180 patients in less than 7 months for the Arlington region, resulting in highest ADC in the organization. Organization-wide census growth by 30% since inception in the Senior role.

Options for Senior America, Bethesda MD

Regional Director of Business Development 3/2010- 4/2012

Success in overall business growth and operational excellence in all areas. Determined, formulated, initiated and evaluated global business strategies and growth endeavors to promote incremental quarterly gains according to annual established projections. Provided sound direction, leadership and training to 12 Business Development Managers and 12 Care Coordinators within company. Forecasted growth patterns via research and evaluation of market trends within the industry. Planned, developed, initiated and evaluated global marketing campaigns and programs to foster incremental referral generation and census growth. Identified new areas of business growth and expansion, opportunities for diversification, strategic partnerships and associative/commodity branding. Prepared and initiates PowerPoint presentations and in-services to core referral sources, key contacts and applicable health care organizations. Analyzed bi-monthly Business Development Progress and case conversion reports from each branch office to ensure business development efforts are on track with AOP projected goals. Initiated monthly Business Development 'Huddle" conference calls with all Branch Managers in an information sharing and collaborative forum environment. Conducted weekly Business Development Progress calls with each Business Development Manager to review territory census growth, operational oversight, policy/regulatory compliance, past due accounts, global marketing campaigns, field initiatives and review of reports. Collaborated with CEO and COO to prepare branch specific budgets. Structured, efficient and targeted business initiatives and comprehensive training/leadership resulted in year over year gains in all branches averaged to 30% incremental company-wide fiscal growth. Launched key strategic partnerships with the American Heart Association, Alzheimer's Association and National Rehabilitation Association to facilitate co-branding and collaborative promulgation efforts. Member of senior management, reporting directly to CEO.

Sunrise Senior Living: Sunrise of George Mason/ Sunrise at Mt.Vernon

Executive Director 1/2008 - 3/2010

Responsible for overall operations of a senior living community that houses 98 Residents. Responsible for the overall fiscal health and growth of the community via daily/weekly/monthly financial analysis, monitoring and reporting. Consistently maintained excellent relationships with family members by way of regular family meetings, open communication flows and family council groups. Monitored weekly collection reports and contacted primary payers to ensure past-due accounts were made current and future timely payments. Facilitated daily department-head stand-up meetings to ensure optimal communication and symbiotic working relationships among departments. Worked closely with the Director of Community relations to develop sound, creative and successful growth and networking strategies. Worked closely with the Health Care Coordinator and Assisted Living Coordinator to ensure optimal customer service and Resident care. Interfaced regularly with Director of Maintenance and Housekeeping to ensure community safety and hygiene. Facilitated structured action plans for department heads and provides continuous, focused guidance, leadership and training. Planned, developed, initiated and evaluated team member training and motivational programs to include bi-weekly Town Hall staff meetings, regular in-service trainings, one-on-one trainings, and community orientation trainings for newly hired team members. Internal Quality Service audit went from 62% under previous management to 85% under my leadership within 8 months. Additionally, Sunrise of George Mason census (occupancy) increased from 50 residents to 65 (2 over budgeted) and community turned a positive NOI and house profit for the last quarter of 2009.

Sunrise Senior Living: Brighton Gardens of Arlington

Associate Executive Director 10/2007 - 12/2007

Responsible for overall operations and efficiencies of a large-scale senior living facility that housed 131 Residents. Responsible for the overall fiscal health and growth of the community via daily/weekly/monthly financial analysis, monitoring and reporting. Consistently maintained excellent relationships with family members by way of regular family meetings, open communication flows and family council groups. Facilitated daily department head stand-up meetings to ensure optimal communication and symbiotic working relationships among departments. Worked closely with the Director of Community Relations to develop sound, creative and successful growth and networking strategies. Worked closely with the Health Care Coordinator and Assisted Living Coordinator to ensure optimal customer service and Resident care. Interfaced regularly with Director of Maintenance and Housekeeping to ensure community safety and hygiene. Facilitated structured action plans for department heads in order to provide continuous, focused guidance, leadership and training. Planed, developed, initiated and evaluated team member training and motivational programs to include bi-weekly Town Hall staff meetings, regular in-service trainings, one-on-one trainings, and community orientation trainings for newly hired team members. Served as acting Executive Director of the facility, as the Executive Director was away on personal leave during this time.

Sunrise Senior Living, Fairfax, VA

Assisted Living Coordinator, 1/2007-9/2007

Actively recruited, supervised, trained, coached, and motivated a team of over 22 Care Managers and Medical Aides in a community that houses over 50 Residents. Prepared bi-weekly department work schedule. Planned, developed, and evaluated the individualized service plans and health assessments for each Resident. Planned, coordinated and conducted family care plan meetings. Facilitated in-house and off-site trainings and employee development programs. Assisted the Executive Director with strategic initiatives to better the community and further enrich the lives of the Residents.

Life Extension Foundation, Ft. Lauderdale, FL

Director of Employee Development and Training, 2005-2007

Developed full-scale sales/operational/systems training strategies to maximize revenues and efficiencies. Worked with newly hired and established Scientific Advisors, providing full-scale systems and nutritional training programs. Developed a full scale sales strategy/organizational structure via CRM software database. Evaluated company-wide training methodologies and developed enhanced programs for company departments. Prepared for and attended expos, exhibits, conferences, meetings, and other local, regional, and national promotional opportunities.

Life Extension Foundation, Ft. Lauderdale, FL

Scientific Advisors, Inc.: Assistant Health Advisor Director 2001-2005

Managed daily operations of Health Advisor staff of 30 individuals, including 6 Doctors. Planned, coordinated, and implemented weekly departmental staff meetings in order to facilitate scientific and operational growth. Created and maintained weekly department schedule. Developed and implemented full-scale new Advisor Training program. Developed and implemented a nutrition training program. Assisted department manager in conducting yearly employee reviews. Developed, implemented, and maintained quarterly, yearly departmental objectives and strategic initiatives for consistent growth and gains. Created the Scientific Advisor Job Description.

Departmental fiscal growth has increased 50% in two years.

HealthCentral (E-Commerce and Retail Division), Merrifield, VA

Director of Marketing 1997 - 2001

Developed a strong sales force by means of training, marketing, team building and guided supervision. Assisted developing company mission statement, policy manual, and marketing strategy. Recruited and trained over 25 team members for retail units. Developed a budget for marketing and purchasing department. Analyzed and evaluated P&L statements and developed sales goals. Acted as multi unit Director of Operations and Marketing. Reported directly to CFO and CEO.

American Nutrition Superstores, Washington DC-New York

Director of Operations and Marketing/ Regional Manager, 1993 - 1997

Assisted in planning all new store policies for this start-up company. Developed affiliations with complimentary organizations. Actively recruited, trained and supervised over 50 employees. Assisted in location analysis, nationwide. Assisted in developing marketing and networking strategies. Reported directly to VP and CEO/President. Rapid growth within 2 years lead to successful sale of company.

EDUCATION

Marymount University, Arlington, VA

M.S., Health Promotion Management, 1994



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