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Customer Service Assistant

Location:
Papillion, Nebraska, United States
Posted:
November 07, 2018

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Resume:

Michele A. (O’Connor) Moffit

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

Omaha, Nebraska 68142

Home (evening): 402-***-****

Work (day): 402-***-****

Cell: 402-***-****

Education:

Metropolitan Community College, Omaha, NE

Major: Social Services; Quarter hours; No degree- 93 credit hours earned/GPA 3.698

University of Nebraska at Omaha, Omaha, Nebraska

Concentration: Gerontology

Degree: Bachelors in General Studies (Magna Cum Laude)

University of Nebraska at Omaha, Omaha, Nebraska

Major: Public Administration

Degree: Master of Public Administration; GPA 3.792

Work Experience:

7/2015 – 8/2018 Administrator II – UNMC, Oncology/Hematology Division, Omaha, NE

Duties: Responsible for Division’s fiscal and administrative oversight as well as coordination of

the Division’s business affairs, management of non-faculty personnel and collaboration with

Nebraska Medicine and other internal/external partners. Participate in long and short term

planning and development and work closely with Internal Medicine on budgetary/fiscal matters.

Accomplishments: Successfully managed to move office space and personnel to Buffett Cancer

Center location. Collaborated with the movement of all clinical studies from the division to the

new clinical trials unit. Redistributed staff duties to obtain a reduction of 2.6 FTE in Division.

Created systems/processes to impact effectiveness and efficiency including restructuring of the

long-term storage area resulting in a major cost savings.

8/2013 – 6/2015 Administrative Officer for Education - Omaha VA Medical Center, Omaha NE

Duties: Responsible for the day-to-day operation of the Education Office; monitor all phases

of the budget process and execution of the annual budget; assemble and compile budget information and track allocations and expenditures, making adjustments when necessary; develop and implement long and short-range policies and plans to support program goals and strategic plan; manage personnel and position postings and recruitment; work with ACOS for Education with regard to program space and equipment management; discuss, investigate and respond to resident/student/personnel concerns and/or complaints to resolve conflict and problems; oversee compliance, evaluation and quality improvement measures applicable to effective operation of education programs; assist with updating technology and technology practices in support of education programs including development of website and SharePoint sites; coordinate and manage all contracts and purchases for the Service; maintain and initiate affiliation agreements; create processes and systems to support the on-boarding of approximately 1600 trainees coming to the VA for clinical or work experience annually.

Accomplishments: Developed new processes and centralization of systems to support trainee

on-boarding and enhance workflow for VA departments as well as affiliate partners; identified cost saving measures impacting on resident meals and operations; created online resources for new trainees and affiliates; developed tracking mechanisms for educational leave to verify disbursement to affiliates; crafted resident surveys to obtain their feedback and input; oversight and management of contracts to expand educational opportunities; established positive working relationships with affiliates and national partners.

1/2012 - 8/2013 Patient Centered Training Coordinator - Omaha VA Medical Center, Omaha, NE

Duties: As a new position within the hospital, responsibilities include refining the overall job

description and defining needs of the organization; assess patient satisfaction scores and identify

ways/means to improve Veteran satisfaction and department success; create tool and materials needed to promote customer service, civility and satisfaction goals; market programs and tools to employees at all levels within the organization; create and deliver informational presentations to diverse audiences; teach and facilitate employee courses and training; coordinate all employee patient centered care activities; compose and monitor grant applications to address funding

needs; create measures/markers of success and track progress; analyze and evaluate effectiveness

of programs, methods, and activities geared toward increasing patient care and employee

satisfaction.

Accomplishments: Worked to improve individual and departmental employee performance

and customer satisfaction; created numerous and varied patient centered care retreats, classes and

materials for employee use; created online resources and sites in addition to video production.

2/2007 - 1/2012 Administrative Officer/Research Service - Omaha VA Medical Center, Omaha, NE

Duties: Responsible for the daily operations of the Research Service; coordinate compliance and accreditation for ongoing human, animal and bench research; federal

fiscal oversight including department budget and monitor all research grants and funding

including oversight of purchase card users within the service; review grant proposals for

accuracy and completeness; submit grant proposals; analyze and resolve complex problems with regard to any/all operational issues; hire and supervise research staff; read and interpret federal, state and local rules, regulations and directives for significance, compliance and

application; develop, modify and implement policies and procedures to increase effectiveness

and efficiency; compile federal reports; create systems to enhance area effectiveness and

efficiency; serve on hospital and national committees; build and maintain positive relationships

and collaborations with internal and external stakeholders; give presentations and provide

information materials to individuals and groups as needed; monitor the program for success and areas for improvement; provide leadership, direction and assistance in all areas of operation and

improvement to the specialty Clinical Research Unit and the studies conducted in this clinical unit.

Accomplishments: Obtained initial and reaccreditation of human studies through AAHRPP and animal studies through AAALAC; successfully facilitated national site visits and reviews;

trained staff to utilize Grants.Gov for electronic grants submission while providing guidance and

mentoring to persons submitting and reviewing grant proposals; ongoing updating of

policies and procedures to remain current with regulatory compliance and federal finance requirements; contributed to the overall growth, visibility and stability of the Research Service.

11/1999 - 8/2006 Dean of Math, Science and Health Careers - Metropolitan Community College, Omaha, NE

Duties: Provided leadership, direction, administrative management and vision for all areas

and personnel in the Math, Science and Health Career departments; prepared, analyzed and

managed department budget and fiscal planning; hired and supervised 45 full-time faculty and

professional staff; resolved student concerns and appeals; created and implemented new programs

and community partnerships; searched for possible grants and funding sources to promote and

support program growth and staff professional development; worked with and collaborated with area

schools and learning institutions; promoted programs throughout the community; held staff and

faculty to measures and targets of success while tracking and assessing student enrollments; served on

various College committees.

Accomplishments: Established minimum criteria for placement into Math and Science

courses; expanded Math and Science offerings to include on-line coursework; added health

career programs to expand curriculum in LPN and CSM programs; created an EMT and Paramedic program; collaborated with University of Nebraska at Omaha to conceptualize, write,

obtain and initiate a National Science Foundation (NSF) grant for $5 million to support entry and

degree completion in Math and Science areas - only 1 of 4 grants awarded nationally that year and program is still continuing. Identified creative and novel ways to increase enrollments and meet community course needs while exceeding department expectations.

6/1998 - 11/1999 Project Director/Educational Opportunity Center, Creighton University, Omaha, NE

Duties: Developed and implemented policies and procedures for adult learning program;

developed program documentation processes and reporting mechanisms; managed the initiation of

the grant; hired, supervised and trained staff; coordinated identification and recruitment of 1,000

low income participants; initiated marketing efforts; monitored budget and grant expenditures

and procedures; provided career and educational counseling and coaching to program

participants; maintained regulatory requirements and compliance to retain federal grant funding;

identified and established community partnerships.

Accomplishments: Established a center for learning and educational resources that is still operational and serving the community. Successfully conceived, implemented and maintained this federally funded grant program.

6/1996 - 6/1998 Coordinator of Graduate Business Programs - Creighton University, Omaha, NE

Duties: Coordinated recruitment of graduate business students for the College of Business

Administration; provided academic and career advising to 200 students with focus on retention; facilitated course scheduling and program needs; served as the student advocate; organized and

conducted public presentations.

Accomplishments: Contributed to the increased enrollment during my tenure.

5/1994 - 6/1996 Assistant Director/Focus Omaha Program, Creighton University, Omaha, NE

Duties: Responsible for the strategic planning, development, implementation and evaluation

of the educational components of the Focus Omaha Program- a program designed to help persons

enter or reenter the work force; rendered academic, supportive and career development services

to promote adult learning; administered and directed Creighton's portion of the federal budget

and management of federal HUD grant from implementation to closeout; interviewed, hired,

developed and supervised staff; established community partnerships; marketed program throughout the community; conducted public presentations.

Accomplishments: Successfully managed competing priorities of the grant partners to a

successful conclusion of the federal grant; served over 500 participants, several who continued

to pursue their education to obtain a degree.

2/1989 - 5/1994 Assistant Director of Admissions - Creighton University, Omaha, NE

Duties: Recruited undergraduate students and worked with students and their families to

assist with transition to college; worked with school counselors and personnel to assist students and their families with college and future plans and options; directed the Alumni Admissions Communication Program; facilitated admissions marketing and telemarketing efforts; served on

strategic planning committees including the ADA Committee.

Accomplishments: Very successful recruiting students to Creighton and continue to

maintain contact with several students and their families years later; formed successful and effective relationships with high school and college counselors and personnel.



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