Customer Service Staff

PROFILE

Established business leader with ** years of excellence in Activities and

Event Planning. Particular expertise in:

Improving performance & morale Organization and time management

Customer service Developing staff

Leadership Public speaking

PROFESSIONAL EXPERIENCE

COTA/L Sacramento, CA

Oct., 2013 - Present

Remedy Rehab, Inc

. Implement the treatment program.

. Provide advice and education to patients and family.

. Document the patient's response to any treatment or intervention

during a treatment session.

. Advises the OTR of the need for reassessment of clinical signs and

symptoms.

COTA/L Sacramento, CA

May, 2013 - Oct., 2013

Active Life Rehabilitation

. Provide treatments to improve client's fine motor skills,

activities of daily living, and helping individuals achieve

independence in all areas of their life.

. Make recommendations for adaptive equipment and environmental

changes to increase client independence and safety within their

home.

. Strength building exercises to increase circulation, functional

mobility and endurance to accomplish upper body activities of daily

living.

COTA/L Carmichael,

CA 2012 - 2013

Rosewood Rehabilitation

. Provide rehabilitative services to people with mental, emotional,

physical, mental, or developmental impairments.

. Help patients work through rehabilitative exercises and activities.

. Help patients how to learn how to dress and feed themselves,

compensate for lost motor skills, or achieve a more independent

lifestyle.

. Responsible for daily documentation on patient caseload.

DIRECTOR OF ACTIVITIES Rio Vista, CA

2005 - 2011

Trilogy at Rio Vista, a Shea Homes Company

. Planned, coordinated and developed events and activities for a

privately gated community with 6000 members.

. Department Head with full P&L responsibility in Fitness, Event

Planning, Community Activities and Spa.

. Delegated as Director Liaison for Board of Directors meetings.

. Improved staff morale and departmental profit.

DIRECTOR OF ACTIVITIES 2000 - 2005

Hallmark Manor Federal Way, WA

. Manage the activities department to provide recreational programs

for 123 senior residents

. Supervise 3 assistants and a driver

. Organize activities from sensory stimulation to outings and special

events

ASSISTANT DIRECTOR OF ACTIVITIES 1998 -

2000

Emerald Heights Redmond, WA

. Planned, organized and implemented 28 recreational programs for

90 seniors in a skilled nursing facility

. Assisted director in administration of activities

. Supervised 1 assistant

CUSTOMER SERVICE LIAISON 1994 -

1996

Marriott Corporation Tukwila, WA

. Performed phone sales, reservations, general administration

responsibilities and customer relations

. Supervised 3 front desk employees

BARISTA 1992 - 1994

Starbucks Corporation Tacoma, WA

. Set up marketing displays, ordered and stocked merchandise

. Supervised 4 staff

. Trained new employees

DIRECTOR OF ACTIVITIES Summers, 1986

- 1992

Redwood Health Club Ukiah, CA

. Developed and implemented specific recreational programs for all

ages

. Marketed through the telephone to gain new customers

. Taught swim classes to toddlers through teens; acted as

lifeguard for pool programs

. Directed summer camp for ages 4 to 12

. Coordinated and supervised special events

. Acted as a personal trainer

EDUCATION

Bachelor of Science in Recreation Administration, California State

University, Sacramento, CA. 92'

Golden Key Honor Society

Associate of Applied Science in Occupational Therapy, Green River Community

College, Auburn, WA. 97'

Phi Theta Kappa Honor Society. Certified/Licensed.

CAREER ACCOMPLISHMENTS

Kersti Evans page 2

LEAD PEOPLE

Coordinated Operation Christmas Child, a program that provides gifts to

children in third world countries.

. Directed staff to purchase, wrap and ship gifts

. Monitored staff hours

. Conducted daily staff meetings to monitor progress

. Gathered donated items from the community

. Presented program to other organizations in order to solicit gifts

Results: The coordination of Operation Christmas Child provided a total

of 8,000 boxes - 347 crates - that were shipped to third world

countries so children could experience a Christmas. This exceeded

our goal of 7,000 boxes.

CONCEPTUALIZED

Organized 2-day holiday bazaar for Hallmark Manor Nursing Home.

. Mailed application information to 100 vendors

. Assigned booths and organized their locations for 30 vendors

. Coordinated raffle for residents

. Managed vendors' concerns and complaints

Results: Because it enhanced its image, the holiday bazaar increased the

population in the facility from 122 to 127 and inspired public

interest in the nursing home environment. We attained 100%

occupancy.

SOLD AND MARKETED

Promoted Earth Day event at Sacramento State.

. Spent 3 days speaking to students in classrooms, fraternities,

sororities, and activity clubs about the event

. Created and posted flyers on and off campus

Results: The Earth Day events created an environmental awareness that

decreased littering on campus and doubled recycling efforts. The

administration acknowledged it as a very positive event.

CAREER

ACCOMPLISHMENTS

Kersti Evans page3

SPOKE IN PUBLIC

Presented National Nursing Home Week theme to the entire staff at the

facility.

. Created a presentation

. Researched clothing attire for staff to wear according to the

historical or cultural theme of each day

. Researched food appropriate to the theme of each day

. Organized dance and musical entertainment

. Managed the budget for the week-long event

. Organized a BBQ to thank the staff for their involvement

Results: By holding a thorough presentation to the staff in anticipation

of the week, staff involvement doubled to involve 50% of the

employees in the games. Entertainment increased significantly.

INITIATED ACTION

Developed an Executive Focus Group to improve management teamwork.

. Presented my idea to the administrator

. Wrote a plan that addressed the issues the group should focus on

. Set up weekly meetings

. Analyzed the feedback from the staff

Results: The Executive Focus Group improved management's teamwork and

communication and helped the staff to be more confident when they

participated in the annual state survey.

SOLVED PROBLEMS

Created a healthy working environment in my department.

. Analyzed the different personalities of my staff

. Trained staff according to their specialties

. Conducted monthly meetings

. Gave staff the independence to run their own programs and the

responsibility to make their own choices

Results: My 3 assistants worked well together on a daily basis.

Programs ran smoothly, staff attitude improved, time management

skills were utilized and productivity increased. The positive

environment has improved staff teamwork and morale.

KERSTI EVANS

4552 Del Rio Road, Sacramento CA 95822

916-***-**** *********@*****.***

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