ROBERT LEWIS FRIDAY

** ******* *****, ******, ** 08817 E-mail: adc8xt@r.postjobfree.com Phone: 732-***-****

SUMMARY

An accomplished leader with years of managerial experience in the design, development and implementation of training programs, workshops and building collaborative relationships. Dedicated and creative leader with excellent communication, problem solving and team building skills.

EXPERIENCE

Robert Wood Johnson University Hospital New Brunswick, NJ

Patient Representative – Patient Experience May 2019 to March 2020 Achieved multiple priorities in a fast-paced, dynamic hospital environment, displaying consistent commitment to customer service and teamwork implementing core values in every interaction with patients and co-workers.

Proactively managed performance methods and processes including but not limited to performance feedback, appraisals, and corrective actions.

Utilized data from patient surveys as an educational tool to maintain the highest service standards at all locations. Reported metrics / outcomes of surveys to Senior Management.

Think out of the box and come up with new ideas for delivering optimal customer service to patients.

Successfully implemented patient service tools to achieve greater efficiencies and levels of patient satisfaction during the check-in process.

Assisted management in the integration of company initiatives, contributing to continuous improvements in quality and service.

Continually worked towards building and sustaining a joint leadership work environment.

Maintained a working knowledge of HIPAA and HCAHPS scores.

New York University New York, NY

Lieutenant - Department of Public Safety; August 2017 – October 2018

Successfully achieved campus safety on a day-to-day basis by proactively deploying adequate officer staffing of fixed posts and mobile patrols.

Provided real time weather updates and forecasts, obtaining and disseminating security updates for all global sites, monitoring campus activities through communications with posted officers and video surveillance, and ensuring rapid, appropriate response to incidents consistent with University priorities for safety and security.

Assumed full responsibility for residential and office buildings on the Manhattan and Brooklyn campuses.

Guided a team of campus safety professionals and public safety officers, six sergeants and sixty – one officers, to carry out University safety and security policies and priorities consistent with standard operating procedures and exercises judgment to determine best course of action in exceptional circumstances.

New Jersey City University Jersey City, NJ

Program Specialist Supervisor – Precollege Program June 1993 to May 2018

Successfully maintained working relationships with New Jersey City University, the Jersey City Public School District and community stakeholders, and improved the student high school graduation and college admissions to 98%.

Responsible for the overall supervision, accountability and effectiveness of staff, educational, mental health, and career and academic support services for students.

Improved the data collection process by creating and implementing a structural process for collecting data.

Increased the high school graduation and college entrance rate to 98%.

Recruited qualified instructors to provide educational and academic and support services to students.

Facilitated individual and group counseling sessions and educational workshops.

Developed training materials to enhance the understanding of accountability and responsibilities of the support staff.

Presented program presentations to organizations, institutions, university departments and the New Jersey Department of Higher Education and statewide Precollege Programs.

Rutgers University New Brunswick, NJ

Lieutenant - Department of Public Safety April 1999 – February 2010

Effectively and successfully coordinated, planned, developed, organized, directed and provided security and protection services to campus population, buildings, events and other public safety matters in conjunction with campus police, emergency medical services, facilities, housing and the university community.

Supervised, trained and scheduled a staff of security and student community safety officers. Remained current and informed security personnel of existing and new security policies, practices and procedures.

Assigned overtime assignments and ensured twenty-four-hour coverage in emergency situations. Monitored and evaluated security personnel performance. Implemented strategic methods and practices to achieve departmental goals and objectives, to maximize the effectiveness and efficiency of the department.

Investigated internal incidents and complaints; implemented and enforced parking, security regulations, policies and procedures. Prepared comprehensive written reports for submission to the Chief of Police and the Commander of Security.

Reported suspicious activities to university police and emergency personnel; maintained radio communication with police dispatch; completed daily operation reports and building check sheets.

Fairleigh Dickinson University Madison, NJ

Assistant Director - Educational Opportunity Fund Program June 1989 – June 1993

Effectively and successfully managed and supervised staff and organizational functions of the department in the absence of the director. Improved organizational practices by developing effective administrative policies and procedures.

Recruited new students and assisted students in selecting academic courses, monitored students’ academic progress and records to ensure that graduation requirements were achieved. Assisted senior students with the graduate admissions process.

Established working relationships with the university’s financial aid, admissions and academic support programs. Corresponded with the state department of financial aid on behalf of students.

Provided a structured ongoing program of academic, personal, career and financial counseling for all EOF students. Establish a positive environment to facilitate open communications and served as a liaison with students, faculty, and staff.

Monitored students' academic performance and progress and provided advisement on course registration and

developed effective strategies to increase student enrollment and retention.

Completed and submitted reports on student counseling sessions, program accomplishments, budget management, areas of improvement, and annual plans.

Attended on- and off-campus workshops, training programs, and professional development conferences (e.g., EOF NJ Statewide conference) and served on campus-wide committees as required.

EDUCATION

Doctoral Dissertation:

“Accountability, Effectiveness and Efficiency: A Study of the New Jersey Quality Single Accountability Continuum (NJQSAC) in the Jersey City School District” Rutgers University – Newark Campus

Rutgers University, Newark Campus

PH.D.: Public Administration

New Jersey City University

MS: Education-Administration and Supervision

New Jersey City University

MS: Criminal Justice – Criminal Justice Management

Fairleigh Dickinson University

MA: Human Development – Counseling

Fairleigh Dickinson University

BA: Political Science – Government

Academic Research:

2018 - “School Districts as Complex Organizational Systems”, Rutgers University - School of Public Administration and Affairs

2017 - “The Complexity of Policy Implementation in Public Institutions and Organizations”, Rutgers University - School of Public Administration and Affairs

2016 - “The Organizational Complexity of Public Institutions and Organizations”, Rutgers University - School of Public Administration and Affairs

2015 - “The Paradox of Accountability in Public Institutions and Organizations”, Rutgers University - School of Public Administration and Affairs

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