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Customer Service Manager

Gainesville, FL
March 18, 2019

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Kristi K. Adams

**** ** **** *****, ***********, Florida 32653



I am looking to utilize my vast experience in marketing, operations management and employee development to contribute to the success of your organization. I am a high energy, self-motivated driven leader with exemplary success in areas of sales and marketing, advertising, customer service and employee/management development. I have extensive experience in critical development functions such as project management, process improvement, strategic planning and focus groups.


Facility Manager Biotest Pharmaceuticals Corporation Gainesville, FL

April 2017 – February, 2019

Increased overall production by 20%

Increased morale and retention

Completed salary surveys and successfully raised starting wages for employees

Regional Director of Admissions & Marketing Greystone HealthCare, Gainesville Region Gainesville, FL

March 2016 – April 2017

Regional Director of Admissions for 6 Skilled Nursing Facilities

Management of 20 Admissions Directors and Coordinators

Responsible for Census, Payer Mix and staff development and training for 6 Centers

Successful development initiatives resulting in the hiring of 5 Admissions Coordinators

Increased occupancy by 5%, region-wide, in my first 90 days

After my success in my region, was given oversight of a struggling region, showing confidence in me by upper management in my ability to turn the region around successfully

Regional Director of Admissions & Marketing Consulate HealthCare, North Florida Region Maitland, FL

June 2009 – January 2016

Promoted to Regional Director of Admissions for 9 Skilled Nursing Facilities & 1 Assisted Living Facility 1-1-12

Management of 24 Admissions Directors and Coordinators

Responsible for Census, Payer Mix and staff development and training for 10 Centers

Successful succession planning initiatives resulting in the promotion of 7 Admissions Coordinators to Director Level

Increased occupancy to 95% YTD 2015 North Florida Region

Developed Specialty Programs such as In-house Dialysis, Wound Care and Cardiac Programs

Admissions Director

Directed Admissions Department, managed patient referrals & admissions, verified insurance, ensured reimbursement, performed sales & marketing activities for 120 bed SNF

Increased Occupancy to 95% and achieved highest Mix since inception of facility in 1984

Achieved 95% Census after 3 months, which allowed facility to bill Medicaid for patient Bed Holds for the first time in two years

Held daily Conference Calls, daily Operations Meetings, bi-weekly Sales & Marketing Meetings, and monthly customer service training seminars

Started weekly Employee Appreciation Awards and Employee of the Quarter Programs

Promoted in 6 months to Community Liaison/Admissions Specialist 12-28-09

Responsible for all Sales & Marketing activities and events

Fundraiser Committee Member for: Memory Walk for Alzheimer’s, Dr. Cott’s Ride to Remember for Elder Care, Dr. Slaton’s Affair to Remember for Alzheimer’s

Added 4 Physicians to NFRSC staff for a total of 9 Physicians

Negotiated VA Contract pricing for markedly improved reimbursements in 2012

Director of Operations (Contracted) Hemarus LLC Ft. Lauderdale, FL

June 2008 – April, 2009

Assisted COO in design, development & coordination of new company to collect blood plasma. Business Plan to locate, build and operate 20-25 Centers in 4 years to collect 1 million units annually to supply the company’s fractionation plant

Researched demographics for site selection. Assisted Director of Facilities in design & development of floor plans & process flow

Assisted COO in development of pre-opening, training & operating budgets of $2.5 million per location

Project Management and development of Procedures and Guides: Standard Operating Procedures in compliance with FDA, EMEA, PPTA, cGMP, OSHA & COLA/CLIA regulations, Medical Management, Training and Education, and Administrative Management including Human Resources

Recruited, hired and coordinated training of Management and Medical Staff to manage and operate plasmapheresis centers: Center Director, Supervisors, Physician, Nursing Staff, Quality Assurance Specialists, Phlebotomists, Receptionists and Laboratory personnel

Negotiated contracts for medical equipment, services and supplies

Regional Director (Office in Gainesville) Biomat USA, Grifols Los Angeles, CA

October 2005 – June 2008

Successfully directed & developed 6 remote facilities in all aspects of blood plasma collection operations

Monitored personnel & center operations to ensure compliance with all State, Federal, International, & Industry Standards

Responsible for cost budget development & oversight of approximately $15 million annually

Developed & directed center management teams to exceed operational, administrative, regulatory, and financial targets

Dynamic and inspirational Team Leader with focus on critical functions such as continuous improvement, project management, succession planning, employee relations, cost control, organization, customer service, sales & marketing, recruitment, and communication

Designed ‘Facility Management Guide’ for Biomat USA Plasma Facility Operations

Directed Recruitment, hiring and training for 4 new Facilities in Colorado, Nebraska and Florida

QC Coordinator & Technical Manager LifeSouth Community Blood Centers Gainesville, Fl

January 2005 – October 2005

Directly managed Resource Management Supervisors and staff for 24/7 Distribution Department that stored and shipped blood components to Hospitals and 12 LifeSouth facilities throughout Southeastern U.S.

Directly Managed Components Department Supervisors and staff responsible for labeling & separating whole blood draws into packed cells, washed RBC’s, recovered plasma, leukocytes, cryoprecipitate, and platelets

Coordinated validation of storage freezers/refrigerators, equipment and processes to ensure that blood components were collected, labeled, stored and shipped within regulatory guidelines

Analyzed production statistics daily and distributed Daily Components Confirmation Reports to ensure adequate blood and blood component supplies

Coordinated internal QA audits, oversaw Quality Control, ensured proper documentation, CAPA, root cause analysis for deviations, and ensured Standard Operating Procedures were followed and updated

Responsible for departmental staffing & training to include interviewing, hiring, evaluating, directing, scheduling and appraising

Regional Director (Office in Gainesville) ZLB CSL, NABI Plasma Services Boca Raton, FL

November 1981 – December 2004

6 years as Facility Manager then 15 years as Regional Manager with increasing levels of fiscal responsibility & success.

Directed & developed operational, financial & regulatory functions for 6 -11 remote blood plasma collection facilities within the U.S.

Responsible for cost budget development & monitoring $10-20 million annually

High energy, self-motivated, positive and results driven leader with exemplary success in areas of budgetary control, sales/marketing/advertising, special products collections, customer service, donor retention, and employee/management development

Strategic and analytical decision maker with problem solving/critical thinking abilities that focus on achievement of goals

Experience in critical development functions such as Project Management, Process Improvement Tools, Empowerment, Strategic Planning, Effective Meeting Management, Focus Groups & Consensus Building, & Rapid Action Teams


Business Administration Management, AS City College Gainesville, FL

Honor Graduate – Summa cum Laude with GPA 3.90, June 2002

Medical Assistant Hastings Technical College Hastings, NE

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