Manager Customer Service

TERRY A. BAXTER

(C) 602-***-**** • *********@*****.***

~ OPERATIONS MANAGER ~

18+ years of Experience in Relationship Building, Business Development and Generating Revenue

HIGHLIGHTS OF QUALIFICATIONS:

Versatile leader with expertise in planning, operations, company development and employee motivation, while controlling

costs and increasing revenue.

Self-motivated, goal oriented, professional who is successful in building teams, organizations and operating in a multi-site

environment.

Creative problem solver, consistently and proactively addressing issues to minimize costs and resources use while

providing high-quality customer satisfaction.

Possesses excellent communication skills including working with senior management, associates, vendors and clients

making relationships a priority.

Recognized for professionalism, commitment to excellence and creating a positive work environment.

Scheduling Project Management Hiring Marketing Hospice Time Management Multi-Site

Public Speaking Registered Respiratory Therapist Cost Analysis Bid Proposal Problem Solving

Effective Communication Business Development Leadership Federal Regulations State Regulations

Staff Development Process Improvement Entrepreneurial Outlook Customer Service Decision Making

Professionalism Innovation Evaluation Performance Detail Oriented Self Motivated Auditing

SELECTED ACHIEVEMENTS:

Identified issues with compliance, staffing, accounts payable delinquencies, and less than favorable community reputation.

Conducted ongoing internal auditing, which identified and corrected deficiencies towards accreditation. Built a strong

supportive team by eliminating non-compliant staff members. Created an accounts payable system to become current on all

accounts. Increased visibility and reputation through training and encouraged networking.

IMPACT: Successfully completed JACHO survey with ZERO deficiencies.

Identified issues with the turnover of staff, decline in revenue and employee motivation. Created an action plan including

education, meetings, support, marketing, goals and accountability. The education was actually done in weekly and monthly

meetings with the staff. Better support was provided when the marketing team went to trade shows. Goals were set and the team

was held accountable for these goals.

IMPACT: The balance sheet went from $400K in the red to $300K in the black within 16 months. Turnover was reduced

dramatically.

Reduced employee turnover, which had been at 100%. Created a positive work environment, eliminated all office politics

beginning in the interview process, created both unity and commitment and truly had an “Open Door Policy” that the employees

felt comfortable utilizing.

IMPACT: The turnover went from 100% to 0% turnover for the next two years.

Recognized that a troubled location needed a different direction or risked being shut down. Created a “Hands-On” leadership

experience, educated the team, provided motivation through positive feedback, encouragement and direction as well as created

new marketing strategies.

IMPACT: Within 21 months, had turned around the location which could have lost $M if the doors had closed to

67% annualized growth.

Conceived, developed and implemented community outreach program to overcome negative reputation in the community. The

plan involved recognizing local veterans for the services they provided, this caused an increase in referrals, positive visibility in

the community and great referrals. Also instituted a personal visitation to each patient to reassure them of the process.

IMPACT: Within 16 months, the profits were at 18% each month instead of losses each month.

TERRY A. BAXTER

Page 2 of 3

~ OPERATIONS MANAGER ~

18+ years of Experience in Relationship Building, Business Development and Generating Revenue

PROFESSIONAL EXPERIENCE:

HOMESTEAD HOSPICE Chandler, AZ 2012 – present

Administrator

Oversee Hospice Care for terminally ill persons. Because of creative thinking, planning and implementation, my current

location has experienced its greatest growth since its inception through accountability and goal setting with my staff.

59% census growth in the first ten months

Motivate and train staff, assist in growth process by being hands on Administrator in all aspects and with all disciplines

Responsible for 15 daily reports, analysis, correcting and processing

Manage and monitor operating budgets, evaluate and maintain projected costs

Design and implementation of growth strategies

Community Education, Presenter of outreach programs

HEARTS FOR HOSPICE Phoenix, AZ 2010 – 2012

Director of Operations

Took over a location that was on the verge of closing down. The location both did not make a profit, but was also the lowest

producing location within the corporation. Over the next 24 months, it not only made a profit, but had the highest profit in the

corporation.

Staff increased to 22 full time employees

Responsible for entire staff including: Nurses, Social worker, Chaplain, Marketing team, Transportation, Music

Therapist, Nurse Practitioner, Medical Director, Vendors, Suppliers and Corporate officers

Managed operating budgets and maintained cost effective programs

Managed, motivated and encouraged a positive work environment by having an open door policy, team recognition and

open communication with integrity, honor and respect

Business increased by 22% in 2010 and 46% in 2011

The Phoenix office ranks #1 in the Census and Patient satisfaction surveys

Employee turnover went from 100% to zero% within 23 months

CLEAN SCENE, INC. Phoenix, AZ 1997 – 2011

CEO/ President

Biohazard Cleaning Company, servicing area Police Departments and various city municipalities in the process of crime scene

cleanup of bio-hazardous materials and situations. Created a company to benefit surviving family members, municipalities,

police departments and insurance companies. There was a need for a reputable company to clean up and decontaminate crime

scenes. Formulated and implemented a business plan, developed, educated, trained and documented both the staff and the

community at large.

Developed new company from start up to realizing a profit of $248K within three years

Became the primary company for the state, saved the City of Phoenix 30% on costs and was in business for almost 15

years prior to selling the company.

Visualized, developed, implemented, analyzed and established new business in cottage industry

Successful in writing, obtaining and servicing competitive bids for the past 14 years

Hired, trained, documented and educated employees and city employees in the hazards and safety procedures of blood

borne pathogens

Active involvement in all aspects of owning, operating and managing a business from group start up to relationship

building and development of policies and procedures

Incorporated three businesses simultaneously during this process

Developed and networked a reputation of integrity and strong morals

TERRY A. BAXTER

Page 3 of 3

~ OPERATIONS MANAGER ~

18+ years of Experience in Relationship Building, Business Development and Generating Revenue

DESERT BANNER HOSPITAL, SCOTTSDALE OSBORN MEDICAL CENTER, ST. JOSEPH HOSPITAL Phoenix, AZ 1989 – 1997

Staff Respiratory Therapist

Assessed, treated and cared for patients with breathing disorders. Assumed primary responsibility for all respiratory care

modalities, including the supervision of respiratory therapy technicians. Initiated and conducted therapeutic procedures;

maintained patient records; and selected, assembled, checked and operated equipment.

Emergency Room Technician, Trauma team member

Quality Control Technician, Staff Trauma ICU Therapist

Lead RT, trainer and student advocate and educator

Proficient in all aspects of the position

BLS instructor

Community education instructor

Chairman for National Respiratory recognition week at St. Joseph Hospital

Monitored and inputted inventory

Planned, determined costs and implemented the menu for patient services and retail

Monthly training and development programs for staff

Charged with catering sales

Reorganized an efficient storage area for supplies

Coordinated and implemented yearly special events with the hospital’s office

MEMBERSHIPS:

AALHA Board Member, ALFA Member on 2 Committees, EVCOA Committee

Arizona Respiratory Committee Member

EDUCATION:

Bachelors Equivalence – Respiratory Therapist, PIMA MEDICAL INSTITUTE

Associates – Computer Science, MOUNTAIN STATES TECHNICAL INSTITUTE

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