Customer Service Management

Shawn Lorayne McCard

*** ****** ****** ********* #* Suisun City California 94585

707-***-**** ***********@*****.***

Dedicated professional with eight years of progressively responsible

management experience with the California Department of Corrections and

Rehabilitation to include managing a medical records department,

departmental Labor Relations Officer, Employee Relations Officer and

Compliance Coordinator. Consistantly recognized for quickly acquiring

expertise in new subject matter and exercising superior judgment and

customer service skills.

EDUCATION

Trinity College Fairfield California Certified Medical

Assistant 2003-2004

United States Navy USS LY SPEAR AS-36 Signalman

1988-1990

PROFESSIONAL EXPERIENCE

Standards Compliance Coordinator

7/12-11/13

California Medical Facility

California Department of Corrections & Rehabilitation

1600 California Drive Vacaville California 95687

. Ensure compliance with federal, state and local laws, rules and

regulations, and local policy and procedures in regards to licensed

inpatient areas within a California State prison.

. Gather, research, and analyze all data for the reporting of unusual

occurrences per California Code of Regulations, Title 22 to the California

Department of Public Health.

. Audit licensed areas and licensed programs within a California state

prison for program function ability and compliance.

. Respond timely, accurately and appropriately to appeals from inmate

patients within a mens' correctional prison.

. Audit employee training programs to ensure compliance and appropriate

proof of practice techniques.

. Facilitate, organize and track several executive management committees

for compliance.

. Complete key reports for executive committee meetings to show proof of

practice and pending compliance issues.

. Consistently maintain outstanding customer service skills at all times.

. Create spreadsheets and various computer based documents.

Staff Services Manager I

4/12-7/12

California State Prison-Sacramento

California Department of Corrections & Rehabilitation

Represa Road Represa California 95671

. Ensure continued and appropriate staffing level of areas within purview.

. Create training plan and provide training for all staff within in Health

Information Management (HIM) office.

. Guarantee appropriate and accurate proof of practice for all

responsibilities within HIM.

. Prepared and completed all progressive discipline on employees within my

purview.

. Completed time keeping on all staff within HIM.

. Ensure program(s) are in compliance with applicable laws, rules,

regulations, policy, and procedures.

Labor Relations Specialist

9/10-4/12

California Department of Corrections & Rehabilitations

501 J Street Sacramento California 95814

. Represent and advise management with contract interpretation, conflict

resolution, meet and confer obligation.

. Draft grievance responses, arbitration settlement language and unfair

labor practice settlement language.

. Provided labor relations training to all levels of management to

include contract interpretation, union steward representation, right

to representation, unfair labor practice charges, employee grievance

and arbitration process, Fair Labor Standards Act, supervisor rights

within the Memorandum of Understanding (MOU).

. Participated in the meet and discuss process within the MOU.

. Management representative for the contract negotiations with the state of

California.

. Draft and propose language for contract negotiations and meet and

confers.

. Fact finding inquires for all allegations of wrong doing.

. Created final analysis on investigation findings.

. Ensure program(s) are in compliance with applicable laws, rules,

regulations, policy, and procedures.

. Maintained professional customer service skills while dealing with

difficult team players and representatives.

. Created multiple compliance documents utilizing MS Word and Excel.

Staff Services Manager I/Employee Relations Officer

9/09-8/10

California Department of Corrections & Rehabilitations

501 J Street Sacramento California 95814

. Represented and advised all levels of management regarding the

progressive discipline process.

. Completed, drafted and approved corrective action on staff.

. Participated and advised executive management with the Adverse Action

process.

. Recommended level of penalty to the hiring authority regarding Adverse

Actions.

. Prepared all non designated Adverse Actions and Absent Without Leave

(AWOL) actions.

. Represented management in the settlement process for all actions.

. Departmental representative for all litigation in regards to progressive

discipline and adverse actions.

. Trained all levels of management in the progressive discipline process.

. Trained management how to deal with union representatives.

. Ensured program(s) were in compliance with applicable laws, rules,

policy, procedures and contract language.

. Maintained progressive discipline data base.

Labor Relations Analyst

Office of Labor Relations

1/08-8/09

California Department of Corrections & Rehabilitation

1515 S Street Sacramento California 95814

. Directed and advised all levels of management in labor management and

conflict resolution process.

. Served as the statewide arbitration and mini-arbitration coordinator.

. Drafted Arbitration and Mini Arbitration settlement language.

. Training coordinator for the Office of Labor Relations.

. Conducted Basic Labor Relations training statewide for new supervisors.

. Assisted with Advanced Labor Relations training for supervisors and

managers.

. Created grievance response and settlement language.

. Fact finding inquires for all allegations of wrong doing.

. Completed timely responses to all inquiries keeping customer service

number one.

Staff Services Analyst

7/07-12/07

Office of Labor Relations

California Department of Corrections & Rehabilitation

1515 S Street Sacramento California 95814

. Directed, advised and trained management regarding Public Records Act

(PRA) responsibilities.

. Overhauled and maintained tracking system for all PRA requests.

. Served as liaison between system users and technical support group.

. Generated reports using an excel spreadsheet on open PRA requests for

executives.

. Supplied contract interpretation and conflict resolution.

. Created grievance response and settlement language for alleged

violations.

. Maintained top notch customer service to all field agents and the general

public.

. Tracked and maintained Chrons binder for all outgoing correspondence for

the Office of Labor Relations.

Medical Records Director Manager

07/06-7/07

California Medical Facility

California Department of Corrections & Rehabilitation

1600 California Drive Vacaville California 95687

. Managed/supervised 35 entry level staff and 4 first line supervisors

within the Health Information Management (HIM).

. Completed performance appraisals, probationary reports and weekly

training for each classification within HIM.

. Responsible for the legal processing of inpatient records in licensed and

unlicensed areas.

. Participated on Quality Improvement Teams on all issues pertaining to

HIM.

. Training and maintaining customer service skills to all staff within HIM.

. Served as liaison with the Investigator General, Attorney General and

Licensing Board on medical requests.

. Ensured program(s) were in compliance with applicable laws, rules,

policy, procedures and contract language.

Health Records Technician I & II (Supervisor)

5/05-7/06

California Medical Facility

California Department of Corrections & Rehabilitation

1600 California Drive Vacaville California 95687

. Supervised 10 Health Records Technician I's.

. Maintained excellent customer service to all being served by HIS.

. Responsible for the approval of 998's, vacation requests, leave credits.

. Completed corrective action, probationary reports and performance

appraisals of staff supervised.

. Responsible for updating Policy and Procedures.

. Responsible for inmate 602 complaint 2nd level responses.

. Created and Maintained HIPAA compliant forms for all UHR released

information.

Uniroyal Tire Plant

6/02-6/03

Old Opelika Road Opelika Alabama

. Operated Tire liner line

. Completed quality control checks

Bottle line operator

7/97-6/01

Anheuser Busch

3000 Busch Drive Fairfield California 94533

. Operated bottle filler, bottler labeler, bottle packaging machine

. Responsible for quality control checks

Correctional Officer

2/96-7/97

California State Prison Solano

California Department of Corrections & Rehabilitation

2100 Peabody Road Vacaville California 95687

. Completed Correctional training academy

. Post 837 certified

. Maintained safety and security of a men's correctional facility.

. Search and seizure as needed of males incarcerated in a men's

correctional prison.

Signalman

11/88-2/90

USS LY SPEAR AS-36

United States Navy

. Visual communications

. Any and all duties assigned

. Food service

Various customer service related positions

12/83-11/88

Chuck E. Cheese Pizza

Burger King

Macys

Clothing outlet

. Customer service greeting

. Cashiering

. Stocking

. Food service

. Sales

Miscellaneous documents available on request

. Professional and personal references

. Multiple letters of recommendation

. Multiple Labor Relations training certificates

. Employee Relations (Discipline) certificates

Contact this candidate