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Sales Customer Service

Ballwin, MO
October 23, 2019

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** ******** ****

St. Louis Missouri 63017 (Cell) 314-***-****


To secure a leadership role with a progressive health care organization allowing me to

utilize my extensive leadership and management experience that will positively impact the quality of nursing care and customer service, employee morale, operations, financial, and business development.


A people focused and systems-oriented Multi-Unit Nursing Home Administrator that has more than 20 years Multi-Unit experience in building and leading management teams to drive facility operations to desired outcomes. A Leader who is forward thinking and a proven achiever in developing internal compliance programs that drive those desired outcomes specifically and in a way that is sustainable and able to be tracked. A diligent and purposeful Leader that solves problems with the immediacy they require. Aggressive in revenue generation and survey preparedness, bringing a well-rounded skill set to any health care organization.

Strong financial acumen, Business development professional, Tenacious resident advocate, Strong leader and team builder, Billing analysis controllership, Aggressive approach to compliance, Fierce adherence to policies and practices and respected member of the community. Exceptional communicator with strong negotiation skills, problem resolution, and client needs assessment aptitude. Effective leader in identifying opportunities and providing tactical business solutions.


LTC Support Services, Inc. Bethalto, Illinois 2017 - Present

Regional Executive Director

Effective Multiple Operations Leader of 15 Homes & Nursing Home Administrators who ensure

quality nursing care and appropriate oversight for Individuals with Developmental Disabilities.

Through strategic planning and implementation, there is significant improvement in the following

areas: improved quality of care, regulatory compliance, survey readiness, census, marketing,

revenue, and operating expenses. Other responsibilities include: project management assignments in

other regions. Direct Report to the C.E.O.

Achieved average census of 99% for all 15 Homes.

Improved operating budget by 27% meeting organization’s budget expectations.

Cardinal Ritter Senior Services, St. Louis, MO. 2012-2017

Director of Assisted Living Facilities, Nursing Home Administration & Senior Living

Successful Multiple-Unit Nursing Home Administrator of three Assisted Living Facilities and 230 Bed Nursing Facility that includes long term care, memory care, rehabilitation and hospice. Built a cohesive team resulting in higher levels of quality care, resident satisfaction, census, revenue growth, regulatory compliance, and budget achievement. Other responsibilities included:

marketing development, regulatory compliance, survey readiness, team building, HR management, payroll, risk management, financial management and collaborative Leadership of 17 independent HUD senior living facilities. Direct Report to the C.E.O.

Increased census by 31% in Assisted Living Facilities resulting in 99% average total census.

Increased census by 19% in Nursing Facility resulting in 97% average total census.

Reduced Hospital Readmission Rate from 16% to 4%.

Successful budget management through improved efficiencies, staff scheduling and staff. reductions while maintaining high quality patient care and customer service.

Halloran Award – Highest Honors in Resident Satisfaction Three years in a row.

Member of Cardinal Ritter Senior Services Senior Management Executive Leadership Team.

Served as Board Member on the Board Of Directors of Leading Age.


Director of Health Care Administration

Successful Administrator of a 119-bed facility specializing in long term and short term skilled care, rehabilitation, respite, and hospice. As Administrator, built a cohesive team that has taken the facility to higher levels in quality care, resident satisfaction, census, regulatory compliance, and consistent budget achievement in all departments. Responsibilities include: Leading and Managing all departments to ensure 100% quality care and resident satisfaction through systems and process management – Six Sigma Continuous Improvement, Lean Enterprise, and other processes. Other responsibilities include: operations management, marketing development, regulatory compliance, survey readiness, team building, HR management, payroll, risk management and financial management. Assisted C.O.O. with problem solving.

Increased census from 86% to 97% through implementing grass roots marketing program.

Achieved facility budget goal by assembling and implementing a budget plan that reduced staff by 18% while maintaining high quality care and efficiency. ( Facility was over staffed )

Developed and implemented a recruiting and retention program to eliminate Nurse Agency.

Reduced worker’s compensation costs through planning scheduled and timely in-services and implementing policies & procedures to ensure a safe work place for all employees.


District Director of Operations

Provided leadership for 33 retail financial service centers in the state of Missouri. Responsibilities include leading, coaching and developing branch managers and associates in successfully managing daily operations and servicing customers with loans and other financial services. Other responsibilities include: leadership in B2B sales & marketing development, loan administration, credit & underwriting review, collections management, training & development, risk management, project management, and conducting operational and financial audits to ensure 100% risk compliance.

Boosted total revenue in one year from $34 million to $41 million through leading and coaching managers on continuous process improvement.

Championed projects across the district to address key operational gaps. Identified high performers inside the district to assist in leading the continuous improvement initiatives.


Regional Director of Assisted Living & Independent Senior Living

Regional Leader of 35 Assisted and Independent Senior Living Communities generating $172 million in total revenue. Developed a team that achieved exceptional results in delivering quality care, regulatory compliance and world class customer service through improved strategic operations management. Coached and developed team leaders in achieving census goals through grass roots marketing strategies resulting in regional average census of 98%. Other responsibilities included: marketing development, property management, capital improvements, vendor contracts, budgets, P&L management, payroll, resident satisfaction, training and development, recruiting, and conducting operational and financial audits to ensure 100% risk compliance.

Improved Net Operating Income (NOI) by 38% through leveraging administrators across the region on core operating principles including leadership, operational excellence, budget control and marketing.

Developed and implemented marketing plans with administrators resulting in regional census growth of 19% and exceeding corporate targets year over year.

Grew region revenue $18.5 million in one year through strategic marketing leadership and instituting rigorous review cycles.


Regional Vice President of Operations and Property Management

Responsible for Operations and Property Management of a diversified portfolio generating $153 million in multiple real estate (REITS) businesses that include 89 specialty retail stores & storage facilities, 17 shopping centers, 10 business office parks, and POD delivery & warehouse Services. Territory included St. Louis, Kansas City, Wichita, and Oklahoma City markets. Responsibilities included “hands-on” B2B marketing & sales and operations leadership to district managers, general managers, and sales team. Conducted operational and financial audits to ensure 100% risk compliance across region. Additional responsibilities included merchandising, P&L, property management, capital improvements, vendor contracts, collections, risk management, project management, acquisitions, payroll, and launching new business concepts.

Collaborated with team leaders project assignment in designing and implementing strategic B2B sales & marketing programs that resulted in exceeding company targets and recognition as district manager of the year in 1999 and 2000.

Implemented continuous improvement operations management plan with team leaders resulting in occupancy growth of 21% and achieving 100% occupied properties; decreasing delinquencies to 2% ( 5% better than company average) and improving net operating income by 31%

Designed and deployed retail store sales programs “Smart Sell” and “Advantage Sell” to drive retail store sales resulting in merchandise sales growth of 53%.

PEPSI COMPANY., St. Louis, MO 1994 - 1997

District Manager

District leader of 26 Pizza Hut restaurants achieving operational excellence in customer service, food quality, food cost, labor budgets, cleanliness, and sales growth. Other responsibilities included monthly operational & financial audits, budgeting and P&L management with annual revenue of $19 million, training & development, merchandising, retail sales & marketing development, capital improvement planning, continuous improvement projects and vendor contracts.

Developed and implemented continuous improvement programs to drive strong results in daily operations & sales, which resulted in top performing on budget restaurants.

Coached process improvement with field leadership on daily operations & sales management that resulted in revenue growth of 39% and an increased profit margin of 27%.

UNITED POSTAL SAVINGS & LOAN, St. Louis, MO. 1990 - 1994

Vice President of Operations – Managed one branch operation with increased responsibility of two additional branches. Responsibilities included leadership of personal bankers, tellers, and associates that strategically and successfully executed all sales and operations activities. Other responsibilities included loan administration, credit and underwriting review, account growth, customer satisfaction, portfolio management, B2B sales & marketing, cross selling, and P & L management.

Built a team of investment professionals to provide expert fee advice services, which included personal portfolio construction, strategic income planning, annuities, financial products, and customized services for high net worth investors.


Webster University, St. Louis Missouri

Bachelor of Arts in Business Management and Marketing 1990

LNHA in Illinois and Missouri

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