DANA L. PHELPS

ad1ds4@r.postjobfree.com *** White Road Florence, Mississippi 39073

Cell: 601-***-****

Skills Summary

As a communication expert, motivational perspectives conversationalist and grievance resolution specialist, I have delivered effective and popular presentations to thousands of clinicians, support teams, civic groups, and practitioners in the last 25 years. Ultimately, the goal for all participants is to improve first impressions in business environments, to strengthen how he or she establishes trust with customers, to become more relatable and reliable within the service provided and to self-motivate through stressful encounters with consumers. Leading employees to personal and professional success is an absolute joy. As a professional advocate for both customer and employee, my negotiation and facilitation skills are sought after.

Education

Batchelor of Science Journalism/ Public Relations

University of Southern Mississippi Hattiesburg, Mississippi Graduation: August 1991

UMMC 2006 Leadership in Applied Management Certificate

Employment History

AirSouth LLC Mendenhall, Mississippi

Compliance Manager/ Public Relations Liaison current employer

oPromoted within to develop and manage a comprehensive and effective Compliance division for largest residential HVAC company in the state.

oRelationship development with government officials state wide, creating and improving working relationships with every permit and inspection representative in each county.

oRecord Management, tracking and trending reports, staff oversight due to success of division and expansive needs as we are licensed in several states.

oIncreased permit success rates over 130 percent from 2021 – 2023 with continued growth and positive outcomes.

oInternal coaching and motivation

oInternal consulting for marketing and customer service, customer sales techniques.

Independent Life Insurance and Annuities Agent

October 2020 – June 2022

Formerly licensed in Mississippi, Louisiana, West Virginia

oSales, Marketing, Advertising and Soliciting Final Expense Insurance

oPartnering with Lincoln Heritage for leads and training.

oManaging LLC/ CDP Enterprises for self-employment

St. Dominic Health System Jackson, MS

Director of Patient Experience and Complaint Management

Customer Service Instruction / Service Excellence Consultation

August 2017 – March 2020

oDeveloped and Managed the organizational hot line for consumer complaints and grievances. Performed 200 or more facilitations per month with a 98.8 percent resolve rate per year. Served as consultant for top executives regarding legal, compliance and risk components.

o Delivered written and verbal communications to CEO and all executives regarding consumer feedback, survey results, effective resolve and potential risks based on outcomes.

oDeveloped and delivered formal presentations to all management regarding feedback outcomes. Presented original motivation and persuasive conversations to enhance services and to drive positive outcomes.

oOversight of guest services and customer experience services, including budgets, human resource management, partnering and coaching.

oDeveloped Focus Groups and partnered with marketing and advertising teams to produce effective advertisements, publications and brochures,

oServed on numerous committees, boards and councils, Asked to be special liaison to recruit community board members.

University of Mississippi Medical Center Jackson, MS

July 2001 – July 2017

Director of the Office of Patient Affairs, Volunteer Services, Interpretive Services, Experience Facilitation and Guest Services.

oOversight of budgets, relationship management for internal and external customers, retention, recruitment of volunteers, marketing and promotion of services, coaching, mentoring, and training.

oProfessional facilitator and supervision of patent experience staff members regarding complaints, compliments, and grievances. Recognized as a best practice service by the Joint Commission survey team.

oDeveloped complaint management web tool for system.

oServed as on call Administrator for Health System.

oServed as Special Liaison to the Vice Chancellor.

oServed as VIP Liaison for Hospital services.

oDeveloped policies and protocols to enhance services and communications.

oDeveloped and presented “first impressions” workshop to new staff members. Measurable improvements in staff behaviors and consumer satisfaction reported time after time.

oDeveloped and presented proven service and communications techniques to physician teams.

oDeveloped and maintained contracts for vendor services.

oProduced and directed organizational appeal video of CEO and system to enhance employee orientation.

HealthSystems of Mississippi Jackson, MS

July 1997 – July 2001

Education Specialist

oDeveloped publications and brochures describing new organizations services and resources. Produced and delivered the organization infomercial.

oServed as a communication specialist to all clinics, hospitals, home health and durable medical equipment providers regarding utilization review policies and protocols for Mississippi’s Division of Medicaid and Medicare.

oDeveloped and supervised the organization’s hotline.

American Red Cross. Vicksburg Chapter Vicksburg, MS

Health and Safety Manager. 1994 - 1996

Vicksburg’s Evening Post Vicksburg, MS

Advertising and Marketing Executive. 1991 – 1994

References Available

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