Customer Service Management

Georgia Thomas, BSBA

Cell: 573-***-****

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

Administrative Management Professional

Detailed-oriented and versatile business professional with over 13 years of combined experience across high-level administrative leadership, support, and team-playing roles. Instrumental in ensuring smooth business operations, coordinating staff schedules, resolving customer service issues, and administering payroll. Equal ability to perform autonomously, as a team leader, or as a supportive team player.

Education

Master’s in Public Health (MPH) – Walden University, Expected Graduation, 2016

Bachelor of Science, Business Administration – Walden University, 2014

Associates of Science, General Studies – Prince Georges Community College, 2010

Relevant Course work: Operations Management, Financial Management, Human Resources Management Economics, Information Systems, Organizational Behavior, Business Management

Professional Experience

EXECUTIVE ADMINISTRATIVE ASSISTANT/ACTING MANAGER • 1/2010 - Present

Fresenius Medical Service. 1105 Annapolis Road. Odenton, MD 21113

The world's largest integrated provider of products and services for individuals undergoing dialysis due to chronic kidney failure; service provider operating over 3,200 centers in 40+ countries worldwide.

Provide administrative support to the Regional Director of Operations for Prince Georges and Anne Arundel counties. Currently serving as in-absentia Director of Operations in post-resignation environment.

Charged with overseeing clinic operations at clinics with absent Clinic Managers, generating monthly reports, coordinating staff schedule for 8 units, and administering payroll.

Provides administrative and technical support for organizational and automated programs including travel and transportation, budget, supply and equipment management, time and attendance, publications, forms, records, and reports control.

Maintains automated calendar for Director of Operations and exercises exclusive control with complete authority for commitment of time, i.e., scheduling appointments, meetings, social events, and conferences without prior approval.

Serves as the office records, files, publications, and reports manager for the organization. Arranges for meetings, including reserving meeting rooms, notifying all participants, and coordinating any other logistical requirements required.

Prepare and use spreadsheets or other data bases to create, track and analyze billet/staffing documents.

Provides administrative assistance in personnel actions to include hiring, processing, development of position descriptions, incentive packages, and other personnel actions (e.g. name changes, reassignments). Provide assistance in preparing and coordinating periodic budget reviews and implementation of the annual budgets.

Prepare travel documents, makes arrangements for travel, and generates reimbursement documents.

Play key role in Quality Assessment Process Improvement (QAPI) efforts.

Ensure data integrity at Area level across PeopleSoft, Kronos, and Service database systems.

Partner with facility staff to ensure all regulatory and OSHA, KDP, and CMS requirements are met.

Discretion required in handling highly sensitive and confidential information in a respectful and confidential manner.

Maintain personnel records in adherence to company policies and procedures.

Selected Accomplishments:

Successfully led the recertification process for clinics undergoing annual audits from the Kidney Disease Program (KDP).

Successfully prepared and submitted plans of correction for technical deficiencies identified during facility audits conducted by federal, state, and local surveyors.

Georgia Thomas, BSBA

Cell: 573-***-****

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

Administrative Management Professional

Professional Experience Continued

CERTIFIED PATIENT CARE/ DIALYSIS TECHNICIAN • 2007- 2010

DaVita Healthcare Partners. Lanham & Seabrook, MD

DaVita provides a complete range of dialysis treatments for patients living with chronic kidney failure including in-center hemodialysis, in-center nocturnal dialysis, peritoneal dialysis, home hemodialysis, vascular access management, chronic kidney disease education, and renal diet assistance.

Partnered with RNs to perform sterile and non-sterile dressing changes.

Ordered lab work, scheduled procedures, and prioritized daily patient care processes.

Monitored and operated dialysis machinery, and performed patient care hemodialysis processes.

Responsible for measuring and recording stats, patient observations.

Help set up therapeutic equipment and assist doctors and nurses with examinations.

Perform duties traditionally performed by professionals in other departments, such as EKG, phlebotomy and respiratory.

Removed patients from dialysis machines in adherence to safety protocol.

Entered and retrieved patient data from electronic medical records system.

Selected Accomplishments

Patient Care Technician Certification. Board of Nephrology Examiners Nursing Technology (BONENT).

OWNER / GENERAL MANAGER

Silver Rain Inc., Kingston, Jamaica

Silver Rain serves more than 200 clients by providing excellent customer providing business planning, assets management, employee benefits, and business transition services.

Successfully steer operations of 2 stores, consistently generating 6% growth through decisive leadership

Efficiently manage administrative/financial/accounting functions, purchasing, inventory control, and product/ service supplier relations

Effectively interview, hire, train, schedule, direct, and evaluate team members, with a strong focus on the delivery of quality customer service

Strategically coordinate staff and freight carriers to maximize productivity and efficiency

Apply superior communication skills toward diplomatically addressing, troubleshooting and resolving customer issues.

Monitored all numbers and utilized data to provide senior management reporting as well as evaluate operational performance and identify/remedy inefficiencies

Acquired and utilized comprehensive knowledge of distribution processes

Selected Accomplishments:

Succeeded in maintaining company 90%+ quality goals.

Successfully enhanced operational efficiency, productivity and quality by resourcefully designing and implementing in house computerized reporting system.

Skills / Competencies

Skills - MS Word, PowerPoint, Excel, Outlook, Electronic Medical Charting.

Competencies - Administration/Operations/Finance, Database Maintenance, Team Building/Supervision, Operations Oversight, Staff Scheduling, Payroll Administration, Sales and Marketing, Inventory Control, Regulatory Compliance, Project Management, Strategic Planning, Process Improvements, Customer Service, Purchasing and Vendor Negotiations/Relations

References Available Upon Request

Contact this candidate