Customer Service Management

Ray T Hopson

Contact Information:

Address: **** ********* **. *********, ** 75146

Primary Phone: 601-***-****

Email: **********@*****.***

Cover Letter

PERSONAL STATEMENT:

In the belief that your organization is always in search of a sharp professional, I have attached a written

review of my credentials and qualifications. I am seeking a career position in management, sales, marketing,

and customer service wherein I can broaden my skills, knowledge, and abilities while making viable

contributions to your professional team and the community.

More than 9 years’ experience as a Director, Program Manager, sales manager/person, and customer service

representative has given me a strong foundation from which to further advance my career. Accompanied

with 3 years of IT intern/tech work I feel I have a solid background to be beneficial to your organization.

Management and peers have recognized me for demonstrating integrity, dependability, and flexibility in

meeting desired objectives.

Based on my strong work ethic and willingness to accept new challenges,

I am confident that I can perform all job assignments with optimum results.

I am ready for an interview at your convenience. I can also be reached via cell phone at 601-***-**** or at

**********@*****.***. Thanks for your consideration.

Respectfully submitted,

Ray Hopson

Ray T Hopson, M.P.S. • 1

Ray T Hopson

Contact Information:

Address: 2210 Montclair st. Lancaster, Tx 75146

Primary Phone: 601-***-****

Email: **********@*****.***

OBJECTIVE

Results oriented and ethically sound visionary leader with an excellent professional track record of successfully directing

many functions of operations within university and hospital settings that include, but are not limited to: environmental

services, project management, grounds, mechanical, and event preparation. Proven expert in time management, team

building, and quality work control. Highly accomplished in employee relations, contract management, and operations

management. Recognized as a successful strategic planner and quick decision maker. Adept at analyzing the

comprehensive scope of work, spotting needed improvements, and persuading others to make company-strengthening

decisions.

EDUCATION

M.P.S., Healthcare Administration Tennesse Technological University

B.S., Political Science, University of Southern Mississippi

Strategic Management Practices Corporate Citizenship

Leadership & Organizational Dynamics Managerial Use of Financial Reports

Business Foundations Business Research Methods

Human Resource Issues

Motivational Systems

PROFESSIONAL EXPERIENCE

TriStar Skyline Medical Center, Nashville, Tennessee (2012-2015)

Director, Environmental Services

Responsible for organizing, directing, coordinating, and controlling the activities of the Environmental Services

department including Facilities Management responsibilities. Proficient in use of Microsoft Office, CAD, Meditech,

Kronos, Lawson, PLUS, and Healthstream.

• Ranked 3rd from Q4 2013 to Q1 2014 HCAHPS with most improved cleanliness scores in all HCA facilities.

• Raised HCAHPS cleanliness scores from 65 to 79 in first 90 days as Director at TriStar Skyline Medical Center.

• Currently TriStar Skyline is ranked 13th in all of HCA for March 2014 HCAHPS cleanliness scores. TriStar

Skyline’s HCAHPS cleanliness ranking was 122nd in January 2014.

• Improved patient throughput by establishing a systematic clean patient room notification process resulting in

TriStar Skyline’s 1st place ranking in HCA for ED length of stay in February 2014.

• Managed the end of a construction project that included the addition of 5 patient rooms.

• Served as Facilities Management Director two months prior to full Joint Commission survey.

• Prepared the Facilities Management and Environmental Services departments for the March 2013 Joint

Commission survey.

• Collaborated with the Facilities Management director during construction projects to achieve minimal disruption

to normal operations during projects.

• Improved infection control by initiating the microfiber program, utilizing training, and performing quality

assurance inspections.

• Achieved the highest HCAHPS cleanliness patient satisfaction score in Hendersonville Medical Center’s history.

• Maintained customer satisfaction and superior public relations.

Ray T Hopson, M.P.S. • 2

Ray T Hopson

Contact Information:

Address: 2210 Montclair st. Lancaster, Tx 75146

Primary Phone: 601-***-****

Email: **********@*****.***

• Raised 1st quarter 2012 cleanliness patient satisfaction scores 6 points compared to 1 st quarter 2011 cleanliness

scores.

• Decreased workdays missed due to on-the-job injuries by 93% from 2012-2013.

• Decreased Non-productive work hours by 30%

• Initiated the black light inspection tool resulting in improved patient room cleaning and decreased hospital

acquired infections.

o Member of EOC, Employee Advisory Group, and Safety Committee.

o 1st quarter 2013 Service Excellence Award recipient.

o 2012 Frist Humanitarian Award nominee.

o 4th quarter 2012 Service Excellence Award nominee.

Tennessee State University, Nashville, Tennessee

Assistant Director (2010-2012)

Leader to the overall beautification and maintenance of more than 450 acres of two campuses.

• Major roles included contract management, project management, facility inspection, budget control, employee

development, coordination of training, and staff hiring/scheduling.

• Directed and implemented all realms of facilities management including inclement weather response, grounds,

custodial operations, facilities emergency response plans, major construction project progress meetings, and 24-

hour on-call services.

• Ensured a safe and efficient environment for student body, visitors, and staff.

• Implemented a strategic accountability initiative that ultimately increased employee effectiveness, decreased

organizational turmoil, and created a sustainable, efficient work force.

• Maintained a clear understanding of what is expected of contractors and employees by crafting a foundation of

precise communication.

• Responsible for managing complete environmental services operations in numerous medical facilities.

• Trained employees, managed inventory, ordered supplies, evaluated labor needs, developed schedules and project

lists, and managed labor force.

• Major contributor in influencing a key client to extend a contract that was previously in jeopardy.

• Provided quality assurance training and administrative services during resource assignments.

• Coordinated and led outdoor event preparation including Homecoming, football events, and specialized seasonal

events. Worked closely with several campus departments to propagate seamless event preparation and

undertaking.

• Developed employee strengthening initiative programs that resulted in a more effective department.

• Transformed Tennessee State University’s campus grounds into an aesthetically pleasing atmosphere.

• Introduced an innovative staff schedule that ultimately increased productivity and morale.

• Led the team in receiving its first award in history “Blue and White Team Award for Service.”

International Relief and Development (IRD) Gulfport, Mississippi

Program Manager (2008-2011)

• Increased mortgage readiness by 67%- prepared renters to make an easy transition into homeownership

• Decreased foreclosure by 33% with the implementation of community awareness, money management education

and individual counseling

• Dealt calmly with clients who may be in distress and potentially highly emotional.

• Managed a team of 5 to 6 homeownership counselors into a successful ratio of new homeowners opposed to

homes foreclosed on

• Generated over 5 million dollars in federal and/or private grants to help assist disaster relief, homeownership,

home foreclosure, and homeless prevention.

Ray T Hopson, M.P.S. • 3

Ray T Hopson

Contact Information:

Address: 2210 Montclair st. Lancaster, Tx 75146

Primary Phone: 601-***-****

Email: **********@*****.***

• Increased community awareness through coordinated outreach programs geared towards sustainability and

household budgeting

• Decreased south Mississippi’s percentage of default loans by 65% through loan modifications and foreclosure

prevention.

• Increased agency proficiency with amendments to policies and procedures, while also decreasing downtime and

loss

• Overseen the Management over 10 Housing and Disaster Case Managers

•

BUSINESS SYSTEMS

CAD

Kronos

Fluent in Microsoft Office Suite Products

Meditech

Lawson

PLUS

Adobe Creative Suite

CERTIFICATIONS and TRAINING

DOT Certification

The Institute for Facilities Management, APPA

Environmental Services Training Program, HHS

Environmental Services Training Program, Sodexo

Clients for Life, Sodexo

Productive Leadership Training Course,

Foreclosure Specialist

Neighborworks Homeownership Counselor

MCMC Certified Disaster Response Counselor

REFERENCES

Available upon request.

Ray T Hopson, M.P.S. • 4

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