Customer Service Executive Director

SHERRY JACKSON

*** ******* ****** ***. *** Quincy, MA 02169 781-***-**** *********@*****.***

SENIOR HEALTHCARE ADMINISTRATOR /

COMMUNITY EXECUTIVE DIRECTOR

Market-Driven Executive with 12+ years’ experience in managing Assisted-Living or Retirement communities including areas of budget preparation and control, personnel/employee relations, recruiting, foodservice management, sales, and customer service.

Independent Problem Solver with ability to assist and resolve specific client concerns to everyone’s satisfaction.

Skilled Communicator who consistently motivates staff to provide total quality service to clients.

Cost-Benefit Analysis Financial Funding Strategies Benefits Administration Financial Budgets / Forecasting Accounts Payable Policy Development Resident Staffing / Training New Hire Orientations Expense Reporting Community / Media Relations Activities Development Customer Centric Focus

Accounts Receivable Payroll Processing / Management Detail-Oriented

CAREER PROGRESSION

Goddard House Assisted Living, Brookline, MA 3/2015 – Present

An Assisted-Living facility with $3M in annual revenue. Manage budget for a 90 member staff, overall resident care for 120 residents, all facility functions, facility management and state EEOA compliance.

Assistant Executive Director

Assist with the supervised a team of 90+ personnel.

Improved overall resident and employee satisfaction

All Accounting functions for facility

TRADITIONS OF WAYLAND & TRADITIONS OF DEDHAM 11/2011 – 3/2015

An Assisted-Living facility with $3M in annual revenue. Manage budget for a 75 member staff, overall resident care for 115 residents, all facility functions, facility management and state EEOA compliance.

Executive Director

Increased occupancy by 25% while creating better community relations.

Supervised a team of 75 personnel.

Developed better revenue potential by budget control resulting in 30% increase in overall earnings.

Improved overall resident and employee satisfaction

100 percent findings free state survey as well as $685,000 over budgeted NOI for 2012

BENCHMARK SENIOR LIVING, Quincy, MA 05/2010 – 12/2011

One of the top Senior Care companies in the United States. A Memory Care Assisted-Living facility with $5M+ in annual revenue. Manage $900K budget for a 70 member staff, overall resident care for 60 memory care residents, all business functions, facility management and Department of Health compliance.

Assistant Executive Director

Manage a $75K budget per month; while creating billing for expenses incurred on a monthly basis.

Supervised a team of 70 personnel.

Developed better employee relations resulting in 40% increase in employee engagement ratings.

ATRIA SENIOR LIVING, Quincy, MA 06/2007 – 05/2010

An Assisted living facility with 110 units. Managed budget for an 85 member staff, overall resident care, all business functions, facility management.

Community Business Director

Ranked as #1 in collections with zero bad debt by collecting $250K in outstanding debt within 4 months

Spearheaded large collection effort on delinquent accounts; reduced average outstanding receivables from 150 to 30 days.

Reduced monthly nursing temporary-help expenses from $150K to $0 K through intensive recruiting efforts and by providing in-house training for certified nursing assistant candidates. (This is an example of the type of accomplishments employers want to hear.

Supervised a team of 12 staff

Epoch Senior Living / Commonwealth Communities, Needham, MA 08/2000 – 06/2007

Fast track promotions at an assisted living facility with $6M+ in annual revenue. Managed a budget for a 65+ member staff, overall resident care, all business functions, facility management and Department of Health compliance.

Assistant Executive Director

Interim Executive Director (6 months)

Business Office Manager/Human Resources

Increased sales / revenue 25% while serving as Interim Executive Director for 6 months by implementing special promotional programs. Devised a plan to capture additional revenue by charging for ancillaries.

Supervised 65+ employees while maintaining high standards of quality of service delivery through extensive and continuous training and development.

EARLY CAREER

FIRST BAPTIST CHILD DEVELOPMENT CENTER, Hickory, NC 1994-1999

A state-of-the-art non-profit child development facility with 100+ children with annual revenue of $2M.

Executive Director

Developed and implemented various fund raising events that earned $25K which was enough to purchase a new playground.

Designed and facilitated a support group for working parents with a high attendance rate of 90%.

EDUCATION

A.A., Child Development, Catawba Valley Community College, Hickory, NC

B.A., Accounting, Indiana University

Computer Skills: MS Office (Word, Excel, Access), Visio, Peoplesoft, SAP, Kronos, Yardi, Move In, Rent Manager

Professional Affiliations

Membership: Alzheimer’s Association

MASS-ALFA

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