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Customer Service Executive Assistant

Location:
Oakland, CA
Posted:
October 20, 2018

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Resume:

KATHERINE A. PERCY

**** ****** **.

Oakland, CA *4602

510-***-****

ac7f0a@r.postjobfree.com

OBJECTIVE: Seeking a position in a socially-conscious company where my background in information technology and administrative and project management can support the company mission as well as benefit my community.

SUMMARY: I am a professional, experienced manager with a background in non-profit administration across quality assurance, facilities management, information technology and project management. I have assisted community based mental health agencies achieve compliance with contractual and regulatory standards, including client data and facilities/fleet management. My strength is designing technical and administrative workflows that increase system effeciency and improve communication and knowledge among teams. I have successfully brought dozens of multi-phase projects to completion which involved coordinating teams of staff and outside contractors, projecting and managing budgets, change management, and staff training and documentation

I take pride in building relationships with all the people I encounter in my work, dissolving “us-them” barriers so that together we are strengthened to achieve our common goals.

JOB HISTORY:

Bay Area Community Services – Quality Improvement Administrator

August 2016-September 2018

Facilities & Fleet Administration: Responsible for approximately a dozen locations in Northern California (residential, office and mixed environments) and a fleet of approximately 50 vehicles. Coordinatined recurring compliance and licensing work; responded to requests from staff and tenants; proactively implemented solutions to anticipated need. Worked with staff, clients and vendors to provide a timely and proactive response to all aspects of maintaining facilities and vehicles for safety, compliance and optimum conditions for occupants.

UR/Data management: Audit clinical records for aspects of internal, contractual and regulatory compliance; sample and normalize data across multiple electronic health records systems to ensure data integrity and availability. Extract and analyze client data for billing, demographics, and performance targets.

Customer liaison: Provide resource information to public and professionals seeking information about services provided. The people we serve include those re-entering the community after incarceration, families of seniors suffering dementia, people experiencing homelessness, teenagers struggling with subbstance abuse, and people with mental health symptoms. Giving each conversation full attention, respect, cultural humility and compassion, provide customer with resources internal and external to the organization as appropriate.

Fred Finch Youth Center – Director of Information Technology

June 1987- June 2016

Overall responsibility for Information Systems technology, data, and staffing in a fast-paced, statewide non-profit agency.

Over a 30 year period, created and expanded information systmes to support rapid growth and shift from site-based to community-based work, laying the groundwork for the implementation of an Electronic Health Record system in 2016. From a single computer in 1987, expanded IT systems to a statewide enterprise WAN across more than a dozen locations.

Enhanced facilities processes and systemsfor improved efficiency and compliance, including: vehicle reservation & maintenance, phone systems, fire alarms, keyless access systems, video surveillance, climate control systems, maintenance request processing, and purchase ordering.

Responsible for designing, planning and implementing technology projects and purchases with an annual budget of approximately $750K – 1.5M. Designed systems to plan, track and evaluate IT metrics from incidental tasks through multi-year initiatives. Presented planning and peformance reports to Executive & Board, Quality Improvement and Program Management teams on regular basis; served on Business Practices and Cross-Operations Committees. Managed team of technicians and contractors in daily and project-based work serving 400 staff in over a dozen locations throughout the state.

Wrote, trained and implemented policies which incorporated HIPAA, CIPA, Medi-Cal, CARF, TJC and other regulations to ensure that all aspects of information management were compliant and aligned with Agency mission.

Ensured fiscal leanness: Secured savings through federal, regional, state and County contracts and grants. Negotiated non-profit pricing for equipment and professional services. Raised money by engaging vendors to partner with the Agency for in-kind donations, volunteering and event sponsorship.

Education: Bachelor’s Degree; Hamilton College; Clinton, NY

Other Experience:

Marina Village Veterinary (Customer Service)

Creataure Comfort Holistic Veterinary Clinic (Customer Service)

Glide Memorial (Computer Training Volunteer)

Oakland SPCA (Animal Services/Event Volunteer)

Shanti Project (Practical Support Volunteer)



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