Customer Service Training
Resume:
Christopher James Bowman
Email Address: ************@*****.***
Armada., Mi. 48005
OBJECTIVE: To further my career in Leadership by obtaining a position that enables me to utilize my extensive management, human resource, team building, marketing, business acumen and leadership skills at
a regional level.
EDUCATION: Bachelor of Arts in Management and Organizational Development - G.P.A. 3.25
Spring Arbor University 09/01-12/02
Major: Management and Organizational Development Troy, Mi.
Macomb Community College 01/91-05/91
Major: General Studies Clinton Twp., Mi.
Central Michigan University 09/89-01/91
Major: Broadcast Arts Mt. Pleasant, Mi.
Completed General Education Requirements
Dale Carnegie Certification
Dale Carnegie Systems, Inc. 05/94-07/94
Livonia, Mi.
WORK EXPERIENCE:
Sunrise Senior Living 07/08-12/14
Regional Director of Operations Statewide in Michigan
Direct oversight of between 10 – 15 communities at different times, ending with 12 communities in the state, through supporting the Executive Directors of each community in hiring/training the right People to create an excellent Product that will produce Profit for the organization/owners.
Directly responsible to ensure excellent and consistent operations throughout the state in order to Champion the Quality of Life for the nearly 1000 residents of those communities.
Responsible for direct liaison with the State of Michigan and the Home for the Aged licensing structure and for corporately ensuring all of the communities meet those standards.
Responsible to ensure training sessions and calendars for the state remained up to date and all employee training was accurately maintained for nearly 1500 employees.
Consistently in the upper Quartile of the organization in both Customer Satisfaction and Team Member Satisfaction over the past 4 years.
Keen ability to control expenses in direct accordance to revenue production (census) resulting in consistent Year Over Year NOI growth for the area. Consistently provided more than 31% profit margins for the organization.
Ability to identify opportunities in the market place in order to grow the census, brand or reputation. Census grew from an average of 88% in 2008 to over 98% state wide in 2013, through recession in Detroit
Ability to hire and attract top talent, and then develop them internally.
Promoted seven different Executive Directors through internal sources and six of those were through the internal training program of the organization.
Promoted multiple front line employees to Leadership opportunities and continue to believe that the best leadership is evidenced by the internal legacy of leadership positions filled through my influence.
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Sunrise Assisted Living of Shelby Township 08/05-07/08
Various responsibilities described below Shelby Township, Mi.
Executive Director
Opened a new community with very strong pre-open sales of nearly 50 commitments
President’s Award winner for Best Community Opening in 2006
Ramped up quickly in the new community and have maintained an above budget census
All key indicators in the community remain strong including Revenue and NOI
Achieved an initial QSR score of 94% with the new open
Achieved a Customer Satisfaction (Q12) score over 4 in our first year
Became a Sunrise Mentor in May, 2006
Achieved the Gallup status of a fully optimized community in 2007 with strong Q12 and CE11 scores
Achieved a follow up QSR score of 91% in December, 2007
Became a One-on-One Training Leader in May, 2007
Was promoted to Senior Executive Director in July, 2007 with oversight of two additional communities
Became a Group Training Leader in March, 2008
Possess strong leadership skills that lends to others’ success as evidenced by the various leadership positions from the community that were either promoted or in training roles today.
Sunrise Assisted Living of Farmington Hills 12/03-8/05
Farmington Hills, Mi.
Executive Director
Led the community from an average QSR score of a “D” to an “A” within one year
Led a historically census challenged community to a record census above budget
Helped re-establish the community’s quality reputation in the Farmington Area
Freedom Adult Foster Care Corp. 03/92-12/03
Various positions held are described below Clarkston, Mi.
Program Director
Direct supervision of eight managers, involved with ten locations
Participation in county-wide steering committees
Involved with the Administrative Management Team of the organization
Budget negotiations with State Agencies
Developed and implemented a management training program
Site inspection with detailed follow-up
Skilled at conflict resolution along with developing and maintaining employee relationships
Comprehensive knowledge of and compliance with Wage and Labor laws, including ADA, FMLA, COBRA, & OSHA
Involved in the revisions and implementation of personnel policies
Created an organizational tracking system to comply with CARF (Council of Accreditation for Rehabilitative Facilities)
Area Supervisor/ Home Manager/Direct Care
Interacted with state agencies
Oversaw the operations of seven homes including maintenance, records, and general care of residents
Exhibited the leadership skills needed to motivate employees to success
Utilized customer service techniques with state agencies and parents
Handled financial records and distributing funds
Supervised and directly trained up to ten employees at one time
Worked hands-on with the developmentally disabled to promote independence
COMPUTER SKILLS: Proficient in all of the following:
Microsoft Office, Windows Explorer, Internet Explorer, Hardware configuration
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