Manager Customer Service
Resume:
Sharika Montenegro
Roseville, CA
MOBILE # 909-***-****
EMAIL: ***.**********@*****.***
Objective
My objective is to utilize my knowledge, skills and experience to assist a team to be successful. With hard work and dedication, I would like an opportunity for an upward mobility in your company.
PROFESSIONAL EXPERIENCE
Alta Manor in Roseville,CA
Meaningful Moments Program Director (Oct 2015-April 2016)
Assessments on new residents and re-evaluations quarterly or change of conditions on present residents
Care conferences as scheduled or change of condition with residents’ families
Conduct interviews for care givers, provide training and development for memory care staff
Assist with residents’ ADLs and activities
Staffing and scheduling
Supporting the nursing team by contacting doctors, nurses and other health care agencies
Working with activity director to develop purposeful activities for memory care
Provide tours to prospective residents
Brookdale at Roseville Gardens (Memory Care) Roseville, CA
Memory Care Program Director (Jan 2015-Oct 2015)
Conduct interviews, assist with staffing and scheduling
Develop activity calendar monthly
Community outreach, recruitment of volunteers
Design programming for high and low functioning residents
Integrate music and pet therapy for residents with Dementia and Alzheimer’s Disease
Train staff “Join the Journey” course to better care for residents with Dementia/Alzheimer’s disease
Assess potential residents for the community
Assist team members to lead activities and facilitate programs throughout the day
Sales and marketing
Comfort Keepers: (in home services)Los Angeles, CA
Client Coordinator (September 2013-August 2014)
Assessments on clients, recommend safety devices in their home
Hire caregivers and provide training/orientation
Marketing/Sales to acquire clients and recruitment for caregivers through Job Fairs
Match caregivers to the clients by doing in-home introductions
Constant communication with clients /family members to build a relationship and retention
Home visits to ensure quality assurance is delivered by care givers
Counseled all families regarding concerns with the resident care
Conducted family and staff satisfaction surveys
Sunrise of Santa Monica- Santa Monica, CA
Assisted Living Coordinator (September 2008- November 2012)
Coordinated meetings with the family members as scheduled monthly, every 6 months and if/when the health status changes with their loved ones
Provide ongoing support and education to all facilitators through monthly updates and regular phone or electronic communications
Maintained low turn-over with the staff. Scored high with customer service and team members’ engagement survey
Kept the revenue high with placing appropriate care level on the residents
Guided all community facility inquiries and tours, partnered with the Executive Director, nursing staff, and resident families to complete in-take assessments while also creating resident care plans, addressing and ensuring resident quality of care
Staffing and scheduling of Assisted Living Care Managers
Train Sunrise University to newly hired team members
Assessments of potential move-ins and current residents
Facilitate interviews weekly for applicants
Sunrise of San Dimas- San Dimas, CA
Assisted Living Coordinator (June 2004- September 2008)
Attained a Mentor Role in training other Assisted Living Coordinators
Supervised approximately thirty direct care for caregivers in a 94-bed assisted living facility
Directed applicants interview, hiring practices, disciplinary actions, and termination processes addition to weekly staff scheduling/ meetings, program development, daily operations and staff training regarding proper care techniques and interventions for patients
Presentation on internal and external sales, marketed to clinics, hospitals and senior centers
Participated in training new hires and conducted Leadership Training to lead care managers and coordinators
Increased the revenue in the community by constant reassessment of residents’ service levels
Scored average of 90% for the Quality Service Review from Corporate
Attended all corporate Quality Assurance and Safety Committee meeting, ensured compliance with all facility safety
Drills
Executive Director in Training, interim Executive Director for 2 months
Sunrise of Claremont- Claremont, CA
Supervisor and Assisted Living Coordinator (March 2003- May 2004)
Scheduling and staffing with minimum overtime of less than 3%
Oversee all early stage programming, education, and outreach; includes early stage support groups and discovering innovative ways to engage individuals in the early stages of dementia
With my involvement as a coordinator by keeping the census high our community was presented The President’s Club award
Preserved the home-like environment for families and residents by maintaining family contacts and continuing to drive the best quality of care
Sunrise of Claremont- Claremont, CA
Care Manager, Medication Manager and lead Care Manager (Dec 2000- March 2003)
Utilized previous experience as a nursing aide to assist residents with their Activities of Daily Living
Handled medications, physician calls and collaborated with the nurses to provide assistance with any of the residents’ health issues
Developed care managers to take ownership in practicing the company’s credo and Principles of Service when assisting residents
SKILLS AND QUALIFICATIONS
Advance analytical and presentational skills
Highly skilled in managing senior population in regards to personal and psychological capacity
Proficient in directing the operations of the facility
Effective mediator, problem solver and strong advocate for elderly rights
Knowledgeable in ADP, Merlin, Kronos and Yardi
Supportive team player and leader; committed and responsible
Exceptional organizational skills; proficient in multitasking and handling high –pressure work environment
Computer skills; Excel, Power Point, Word, ESRP, Yardi, Merlin and Microsoft products
RCFE #557-***-****
EDUCATION
Chaffey College- Pre-Nursing Program: Rancho Cucamonga, CA
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