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Operations Manager Support Service

Stamford, CT
October 26, 2023

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Afolake Onijoko • 347-***-**** • New York, NY

Sales & Clinical Operations Manager

“Revenue accelerator and visionary leader with a track record of driving operational excellence, strategic sales growth, and patient-centered care through holistic approach to healthcare management and revenue generation.”

Analytical and performance-focused professional with strong business acumen and extensive experience leading sales functions, managing complex cases, and governing healthcare/safety operations to accelerate organizational progress. Skilled in formulating effective strategies, accelerating data-driven decision-making, and fostering innovation to meet/exceed sales targets. Experienced in leading high-performing teams to deliver top-tier healthcare services, maximize effectiveness of sales operations, and maintain regulatory compliance. Expert in identifying client needs, tracking progress, crafting reports, and facilitating insurance/funding activities to enhance client satisfaction.

Strategic planner with excellent problem solving, team building, and management expertise; known for enhancing operational efficiency, reducing costs, streamlining sales processes, and improving sales team performance using industry best practices.

Possess strong communication skills and passionate customer advocacy; cultivates relationships with clients, communities, and agencies to generate sales and expand company client base.

Core Competencies

Healthcare & Sales Operations

Project & Program Oversight

Customer Service & Satisfaction

Case & Database Management

Documentation & Reporting

Client Relationship Building

Team Leadership & Guidance

Risk Identification & Mitigation

Security & Safety Compliance

Professional Experience

Neighborhood Association for Cultural Affairs Inc., New York, NY 2020 to Present

Mental Health Case Manager

Guide clients regarding shelter programs along with requirements and consequences to deliver seamless shelter experience. Carry out initial intake assessments using assessment tools (CARES) to evaluate support service needs and suggest appropriate referrals/resources for substance abuse/addiction services. Craft Independent Living Plans (ILP) via CARES framework, improving clients' self-sufficiency and well-being. Support clients in achieving healthcare goals by conveying necessary information on available treatment services for alcohol/substance use and abuse. Update Site Director/ Director of Social Services with critical incidents to prevent any mishaps. Determine clients' readiness for housing/employment opportunities along with Housing Specialists and Employment staff.

●Provided significant assistance to healthcare professionals in understanding of person's needs, strengths, and challenges by conducting comprehensive Bio-psycho Social evaluation within first 30 days of intake.

●Established and nurtured strong rapport with other programs and units in organization for inter-agency referrals and collaboration.

●Ensured smooth and sustained transition towards self-sufficiency by offering ongoing case management and counseling services and extending support to clients for up to one year after departure.

●Fostered sense of ownership in personal development journey of clients by empowering on self-planning/goal setting and strengthening client capacity for long-term self-sufficiency.

●Monitored client progress and goals by evaluating treatment effectiveness through weekly one-on-one sessions.

●Secured confidential case records for all clients involving incidents, conversations, warnings, and progress reports.

Bronxworks, Bronx, NY 2013 to Present

Safety Supervisor

Accomplish three fire drills per month and meticulously record results in Fire Drill Log, ensuring compliance with safety protocols and readiness in emergencies. Observe sign-in/sign-out Daily Logbook to observe facility traffic and enhance security measures. Conduct thorough intake assessments for new clients and prepare incident reports for both DHS and in-house reporting. Certify round-the-clock coverage for general welfare and safety of shelter residents.

●Led and directed eight persons on assigned tours to yield positive outcomes.

●Guaranteed seamless operational continuity and safety by modifying staff schedules, accommodating illness, and addressing situations involving apprehension of violators on-premises to Shelter Director and Coordinators.

●Created well-organized and secure facility environment by accurately preparing CARES reports, completing nightly head counts during evening shift, and distributing mail to staff/facility residents.

●Identified and mitigated potential threats, including leaks, fire, and destruction of property by performing routine resident and facility checks and completing fire and safety coordination functions for facility.

●Offered compassionate support to individuals diagnosed with mental health and substance abuse issues.

●Acted as vital facility liaison between organization, NYPD, and Fire Department to respond to altercations among residents.

●Stayed informed with industry best practices and expanded skill sets by participating in ongoing professional growth training.

●Contributed to streamlining data management and improving service delivery by completing assigned tasks on CARES databases.

●Managed emergencies, such as fire incidents and presence of unauthorized persons by contacting with Police or Fire Department.

Maico Inc., Brooklyn, NY 2011 to Present

Case Manager, Part-Time

Deliver superior services to clients by monitoring execution of outreach care/service plans by healthcare professionals and social service personnel. Formulate discharge plans upon completion of treatment. Secure patient's comprehensive clinical record by documenting all treatment details. Guide various care team members regarding patient-specific needs to enable fast recoveries.

●Nurtured strong connections with clients, families, physicians, and nurses to provide top-quality care services.

●Aided clients in receiving insurance coverage and necessary resources to address healthcare needs by serving as client's advocate.

●Connected clients with additional resources, including support groups, counseling services, and treatment facilities by building and cultivating robust network with local healthcare, social, and community organizations.

Etiebets Place, New York, NY 2018 to 2020

Marketing Representative

Maximized overall sales team efficiency and effectiveness by facilitating seamless communication with Regional & General Sales Manager. Streamlined supply chain processes and met customer demands with precision to ensure prompt and efficient distribution of goods.

●Developed strong connections with key decision-makers to secure future sales opportunities and drive business growth.

●Devised result-driven sales strategies and implemented persuasive selling techniques using deep understanding of recent market trends and consumer insights to meet and exceed monthly sales quotas.

●Elevated customer satisfaction and enhanced operational efficiency by timely achieving daily workload objectives, effectively allocating available labor resources, and performing daily headcount.

Helping Hands Inc., Brooklyn, NY 2016 to 2018

Program Director - Part-time

Oversaw documentation and recordkeeping processes to ensure compliance with case management compliance standards. Managed project implementation inquiries and challenges by serving as technical resource expert.

●Conducted in-depth research and formulated comprehensive proposals to support agency initiatives and growth.

●Headed and mentored case managers as per agency policies to build top-performing teams.

●Allocated appropriate referrals by enhancing coordination with families and staff from different agencies.

●Delivered significant support to vulnerable populations in communities by organizing/forwarding fund-raising campaigns and distributing canned goods and old clothes.

Comprehensive Care Management Inc., Brooklyn, NY (Part-time Agency hiring) 2017 to 2010

Case Manager-Supervisor

Administered case assignments by developing service plans, monitoring case progress, and making informed decisions regarding case closure using client-centered framework that prioritized efficiency and equitable care delivery. Facilitated clients in obtaining wellness autonomy by overseeing numerous care aspects involving case coordination and information sharing.

●Executed entire case management process efficiently by building sustainable relations with medical team and arranging abeyances with social services, health, and governmental agencies.

●Promoted quality and cost-effective interventions and outcomes while addressing motivational/psychosocial issues by strictly adhering to professional standards, protocols, rules, and regulations.

Additional Experience as Supervising/Security Officer at Lodel Gift Stores, Brooklyn, NY


Member Worldwide Association of Small Churches and Chaplains Built and maintained relationships with fellow members, small church leaders, and chaplains to foster collaboration and support within network.

Youth Coordinator Christ Apostolic Church (IMC) Outreach Worker Created engaging church youth programs including basketball league, weekly meetings, fun outings, and prayer, while collaborating with pastor to develop meaningful youth mission.

Education & Certifications

Doctorate Degree in Healthcare Administration University of Virginia Lynchburg, 2023

Master’s Degree in Public Administration Metropolitan College of New York, NY, 2022

Bachelor’s Degree in Business Administration Metropolitan College of New York, NY, 2020

Business Administration Osun State Polytechnic, Nigeria

MSI Ambassador MSI Fellow TM Certificate of Business essential, Business Management Essentials (BMEC)™ Project Management Essentials Certified (PMEC)™ Certification in American Red Cross Adult & Pediatric First Aid, CPR, AED Opioid Overdose Prevention Certificate (DHS) Certificate in Domestic Violence Certified ACS Mandated Reporter Certified Mental Health First Aid NYS Security Guard License (NYSDOS) & 16-Hour Certificate NYS Fire Guard F02 Certificate (FDNY) NYS Fire Safety Coordinator F80 License (FDNY)


English Yoruba

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