Manager Customer Service
Resume:
Joyce Watson
*************@***.***
STRATEGIC LEADER
Self-directed leader focused on results and partnership. Collaborative team player with the ability to thrive under pressure and respond to economic and competitive challenges with urgency. Excellent communication skills that connect and create strategic alliances. Proven and demonstrated ability to build trusting business relationships, develop and support engaged, energized and purposeful teams that meet and exceed goals. Ability to empower teams to make a difference through service excellence while also creating culture of accountability. Demonstrated capability in:
Multi-site Management ~ LEAN and Six Sigma ~ Unions ~ Project Management ~ Employee Engagement ~ Staff Development ~ Budget Development/Management ~ Inventory Management ~ Vendor Relations ~ Scheduling ~ Training~ Payroll ~ Service Recovery ~ Safety ~ Risk Management ~ Quality Assurance ~ Regulatory Compliance ~ Infection Prevention ~ OSHA ~ JCAHO ~ DHH ~ DOT~ EEOC
EDUCATION
University of Phoenix Bachelors of Science: Health Administration/Management (BSHA/HM)
EXPERIENCE
Crothall Healthcare Inc. November 2003 – Present
(Contract assignments)
Virtua Memorial Hospital Mt Holly, NJ April 17, 2017 to present
Director of Support Services: 433 Bed, non-union facility
Direct oversight of daily facility operations for Environmental and Laundry Services, managing 3 salaried and 75 hourly associates, managed up to $7 million in volume.
Committees served: Infection Control, Emergency Preparedness, Environment of Care, Quality and Safety
Mercy Philadelphia Hospital Philadelphia, PA January 2012 – April 2017
Director of Environmental Services: 187 Bed, non-union hospital
Direct oversight of daily facility operations, managing 2 salaried and 45 hourly associates, managed up to $4 million in volume.
Committees served: Infection Control, Support Services, Service Excellence, Emergency Preparedness, Environment of Care and Zero Accident Culture, Workforce Management, Just Culture, Quality Management
Accomplishments include:
oImproved HCAHPS scores by 10% in first year & 9.95% in 2015.
oImplemented recycling and reduced waste for cost savings & reduction.
oImproved employee satisfaction scores from Tier III to Tier II in year one and to Tier I in year four.
oAudits & Compliance: Standardization and Patient Satisfaction/HCAHPS @ 100% annually
oStewardship recognition for innovation and cost savings initiative – implemented Bed Bug specific pest control program saving client $30,000 in 2015, with program expansion to hospitals in system, resulting in substantial and continued cost saving.
oParticipated in Community Service Projects with Hospital
Bon Secours Health System Multiple Sites February 2010 – Januaary 2012
Director of Environmental & Laundry Services: Both union and non-union facilities
Direct oversight of daily facility operations, managing 3 Salaried & 74 Hourly Associates
Saint Anthony Community Hospital, Warwick, NY – 70 Beds
Mt. Alverno Adult Home & Assisted Living, Warwick, NY - 80Beds
Community Hospital, Port Jervis New York – 140 Beds
Schevier Pavillion Long Term Nursing Care, Port Jervis, New York 120 Beds.
Nazareth Hospital Philadelphia, PA July 2007 – Feb. 2010
Director of Environmental Service & Laundry Departments: 234 Bed non-union hospital
Direct oversight of daily facility operations, managing 2 Salaried and 43 Hourly Associates
Unit manager responsibilities as described above
Hospital University of Pennsylvania Philadelphia, PA February 2006- June 2007
Training Manager: 750 Bed, union hospital
Operations Manager: March 2006 - December 2006
Maryland General Baltimore, MD March 2005 – March 2006
Assistant Director: 233 Bed union facility
Northwest Hospital Randallstown, MD July 2004 – March 2005
EVS Supervisor: 170 Bed non-union hospital
Bench Manager for Operations & Training Support November 2003 – June 2004
CompuMaster Computer Training Center King of Prussia, Pa February 2001- May 2003
Facility Administrator
• Liaison for Corporate office in Kansas
• Managed Assistant Facility Administrator
• Maintained 12,000sq ft. Facility- all operational needs & bookstore
• Supported Room Set up - basic Computer Networking
• Managed bookstore sales, inventories, presentations & displays
• Managed budget and Bookstore Inventory, Petty Cash
• Exceptional Customer Service and Sales
• Managed training schedules, room availability & room set up
• Liaison for Training Instructors and Vendors
AWARDS/RECOGNITION
Crothall’s 2015 Be A Star Award for Diversity & Inclusion
Crothall’s Presidents Council for Unit Manager in 2009, 2012 & 2015
CERTIFICATIONS
HR Certification Institute SPHR Certificate January 2015
Predictive Index (PI) Certified Partner
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