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Customer Service Manager

Palm Coast, FL
March 16, 2018

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Teresa Skeen, RN

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

Palm Coast, FL



March 2018

Dear Hiring Manager,

I'm applying for a position at your company. Based on the posted description, I'm confident that I am fully qualified for the position and will be a strong addition to your team. I would appreciate a job interview at your earliest convenience. Please find my resume attached. It should be noted that with my Leadership Development Training Program and Director of Nursing Experience I have a lengthy set of qualifying attributes for a position of management in a skilled nursing setting.

Teresa Skeen, RN

Teresa Skeen, RN

10 Wagon Wheel Pl Palm Coast, FL 32164

386-***-**** •


● Experienced Registered Nurse seeking to fill a Director of Nursing services position or regional management position. Having the work and life experience to handle many different roles I feel confident in my ability to assure clinical excellence, retention, and customer service to the nursing field. I am an experienced nurse with outstanding clinical practices and being a business owner gives me special insight and understanding of overhead and customer service- being an effective leader with proven results gives me confidence in the DON role. I have a clear understanding of Federal and State guidelines along with knowledge of the quality measures that help drive the industry.

RN Strong Managerial Skills

● Experienced Geriatric Focus and Rehab Focus

● Detailed understanding of State and Federal regulations for Skilled Nursing Facilities

● Staff Retention and overall satisfaction

● Excellent Customer Service Skills

● Business owner

● Completed a lengthy Leadership Development Program

● Wound care training

● Proficient in staffing

● Understanding in Overhead and Budget projections

● Experienced teacher and developer of educational tools with varied focuses

● Patient and Family Satisfaction

● Troubleshooting

● Infection Control

● Pharmacy cost control, storage, and psychotropic medication management

● Falls Risk- Risk Prevention

● Education with Staff

● Action Plans

● Alzheimer's Training

● Quality Indicator Measures- Star rating. Was able to raise my current employers star rating by 2 stars in the last year. November 2017- Present

September 2016- October 2017

October 2008-May 2014


Director Of Nursing

● Overseeing day to day operations of the nursing team to assure clinical excellence and oversight staff. Entails multi tasking of several operations simultaneously with customer service being the driving force of outcome along with corporate and state compliance. Retention and continued education of staff is a focus every day to assure a warm and caring atmosphere is achieved for both the residents and staff alike. Director Of Nursing

Opis Senior Healthcare

● I overseen the daily operations of the facility from clinical aspects, staffing, HR, Cost Management, Federal and State Regulations, and administrative duties for nursing overall. Being a director requires the ability to multi task to the extreme- I do this well. I am able to focus on several operations simultaneously with a positive result. Quality Star Measures are a primary focus for me so, the facilities reputation in the community will shine as it should. My leadership skills have given me the ability to improve retention and overall employee satisfaction. Customer service is my ultimate priority. I have a genuine love for the geriatric population and have dedicated my career to enhancing their quality of life to the best of my ability. The quality measure indicators went up two stars in the year of my employment. Survey results had minimal deficiencies.

Genesis Healthcare

Director of Nursing

● Was hired in Oct 2008 as Unit Manager then promoted to regional RN/DONIT program DON April 2011- 2014 a 124 bed skilled facility

● I strengthened numerous skill sets while DON at Teays Valley Center.

● - Strong Customer Service Skills

● - knowledge of WV State and Federal guidelines for long term care

● - ability to staff and retain staff nurses and CNA alike

● - understanding of importance of operating cost and overhead

● - education to assure staff are prepared to care for people in the safest and most dignified manor

● - problem solving and trouble shooting with staff, residents, and families alike

● - assuring my staff have the tools they need to do a quality job managing the life, health, and happiness of the residents that resided under my care.

● - was a strong figure in getting the union out of the building for aids- had been a strong union building for years.

● - implemented a strong warning RADAR system in facility to help identify Nov. 2006- Sept 2008

Jan 2011- current


Graduated 1996

Dec 2009- April 2011

early warning signs for residents decline.

● - shared and strengthened in my belief of a team approach in nursing. HCR Manor Care

Assistant Director of Nursing

● Started as a floor nurse and was recognized for management in 3 months

● - was promoted to Unit Manager and was able to receive deficiency free re- survey after unit had received several citations prior to my arrival

● - trained and functioned as a educational resource nurse

● - promoted to assistant director of nursing and helped manage a 188 bed skilled facility

Big Ben's Locksmith & Safe Services


● My husband and I own our locksmith business. I assist my husband with billing, ordering of parts, and customer service. Having my own business has only strengthened my customer service ability. Fitz & Floyd

Assistant Manager

● I was promoted from sales to manager quickly at the age of 19, I learned valuable customer service, labor management merchandising, etc My early years working it was clear that good customer service always produced good customer satisfaction.

Associate Degree Nursing- RN

Associate Nursing/ RN

West Virginia Institute of Technology

● I was elected as a student body rep and held that position throughout college.

Genesis Leadership Development

Internal Lengthy training with Genesis Healthcare

● Intense leadership training with various Director of Nursing training-

● Specialized training with regional RN's and corporate training

● Lengthy qualifications to complete the traditional program- task and testing

● Teresa Skeen was the first in our company to complete this program in our Southern region- placing her in a division all her own, this task is difficult and most don't finish.


Cindy Wandling

Manager of Clinical Operations



Donna Smith- administrator Coquina Center/ Opis Senior Services Group

+1-484-***-**** cell



Dr. Jeffrey Holmes

Dunbar Medical Group

Genesis Healthcare- Physician


Carol Robinson

Quality Coordinator

Charleston Area Medical Center



Matthew Keefer


Previous Administrator Genesis Healthcare

535 Ann Drive, Gallipolis OH 45631

Other Activities

I enjoy singing and songwriting- have opened up for acts like Marty Stewart

Sammie Kershaw

and Charlie Daniels Band

Also, have a acting bug- have been featured in numerous commercials Saint Francis Hospital

WV Lottery

PEIA training videos state wide

Go RV campaign

Movie We Are Marshall- paid access

Also enjoy boating, interior design, photography, and horse back riding/ show Have also participated in numerous charity fund raising events Alzheimer's Foundation

St Jude

Make A Wish

Was also a Leader for the Girl Scouts of America x 5 years when daughter was active participant


Glenda Lynn

Previous Administrator The Ponce Therapy Care Center


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