Dir. of Operations - Home Health
Resume:
Sue Norwood
***** ****** **** **. *******, TX 77379
CAREER OVERVIEW
I effectively manage companies to successfully achieve their potential and their objectives in an efficient and profitable manner.
CORE STRENGTHS
20+ yrs. - Leadership/Upper management
Strong Organizational Skills
10+ yrs. - Recruiting/Hiring/Training
7 yrs. - HR management
20+ yrs. - Team Building
25 yrs - Customer Service
15+ yrs. - Training and Development
7 yrs. - Create and Streamline Processes
7 yrs - Electronic Documentation
Creative Problem Solver
20+ yrs. - Office 365, Outlook, Excel, Work, Power Point, QuickBooks
ACCOMPLISHMENTS
Electronic Documentation: Researched, created, electronic notes for a Home Health Agency. Activated, implemented electronic clock in/out, charting and notes for home health aides and nurses, took company to all be paperless.
Restructuring Processes: Revamped processes in the payroll department and eliminated a full-time position to save the company time and money in processing payroll. Also, restructured the hiring/tracking processes in HR to eliminate one full-time.
Assisted the Schedulers with scheduling compatible caregivers to provide care for clients in their homes
Coordinate schedules on a consistent basis throughout the day
Communicate regularly with clients, their families, and employees to evaluate services and assist with complaints and concerns
Recruiting/Hiring/Training
Scheduled and maintained consistent On-Call schedules
Perform payroll duties, including verifying time sheets
Coach/discipline/perform annual reviews of employees when necessary
Answer telephones and file paperwork
Greet guests and perform other clerical duties as needed
Promote and represent the company in a positive manner
Customer Service: Researched, calmed, and rapidly resolved conflicts preventing a loss of customers.
Sales: Consistently generated additional revenue through skilled sales techniques.
Product Promotion: Up-sold products and motivated customers to upgrade purchases.
WORK EXPERIENCE
Senior Helpers
Director of Operations
Oct.2020- Current
I have been responsible for the daily operations of the office, ensuring that a professional workplace is maintained. I help with maintaining schedules for our clients and their satisfaction with their caregivers. I was responsible for all aspects of running the office and hiring new caregivers weekly.
I maintain the HR records making sure we maintain all State and HIPAA requirements. I oversee/help with recruiting and make sure we are collecting all required documents and assist in the hiring process with interviews/training. I also oversee the scheduler to make sure that staffing is maintained as required/requested by clients.
I was responsible for over 100 employees and conducted all annual reviews and administered disciplinary action for all staff when required.
I was responsible for payroll, invoicing insurance clients, and ordering all office equipment and supplies, which I reduced costs by converting all business to electronic documents.
EcoWater of Kansas – Wichita, KS
Director of Marketing
I took over managing and directing a call center and outside marketing for EcoWater. I I had to recruit and train a minimum of 15-20 new employees per week, for both inside and outside marketing. I also had to locate and scheduled shows to be in to get info for setting appointments for water testing.
I also kept payroll spreadsheets, ordered supplies, helped to maintain computers, phones, etc... I ran the Call Center of around 40 people to set appointments for our sale reps, this required recruiting, hiring, and training weekly.
Helped increase sales through these avenues starting in July we were able to increase sales every month until I left in June of 2020. We were able to increase sales by over 300% during this time, which resulted in EcoWater of Kansas being the #1 dealership for EcoWater Corporate worldwide.
We also implemented new software for the call center, I oversaw and helped input all the data and trained all the employees on the new software as well as writing new procedures manuals for the Marketing Department. Thus, helping us achieve the massive increase in sales
Evergreen Private Care – Houston, TX
March 2015 – April 2019
Director of Referral Services/ Director of HR
I was made Director of the Referral department and was responsible for customer service for all our clients and the schedulers making sure our nurses/caregivers were assigned to the appropriate shifts that they were qualified to cover.
Electronic documentation - Payroll
I converted the agency to all electronic and paperless documentation. In Aug., I achieved the same outcome with the payroll department and reduced the number of hours and errors made by revamping the processes to work with the new electronic clock in/out and charting. I reduced the hours needed, for this position, from 40 hrs. per week to about 8 hrs. per week thus cutting costs.
In Dec. 2017 I was made Director of HR. I revamped the processes of hiring, tracking expirations, backgrounds, training, etc.… I was able to come up with a new process of hiring that allowed us to hire caregivers/nurses in 2-3 days instead of 2-3 weeks as it was before. I eliminated over 40 hrs. per week of work in that department by restructuring. I was responsible for recruiting/hiring at least 4-6 caregivers/nurses per week and managing over 300 caregivers, nurses, and office personnel.
Hobby Lobby
April 2006-March 2015
Internal Auditor
I became an internal auditor for Hobby Lobby for the Louisiana-West Texas District which included auditing all the stores for the district at least once a month the last year I worked for them.
Assistant Manager /Frame Shop Manager
Hobby Lobby – Shreveport, LA
I was hired as a cashier and was promoted to Home Accent Dept. manager two weeks later, because of my background working as an interior decorator, I was able to put displays together easily and quickly. I also became a certified framer at this point to help backup framing when they needed extra help. I was then offered the Assistant Manager position 8 months later. As an assistant manager I worked in all the departments in the store. I also assisted the store manager in interviewing/hiring new employees. I ran the floral department for several months while they looked for a floral designer/dept. manager. I also was the back up for the office manager and worked for her on her days off.
I assisted in the recruitment of employees, hiring, training, and assigning them to departments, we had on average around 75 employees.
I took over the running of the frame shop, studied the PPM and implemented the procedures outlined for us which resulted in over 36% increase in sales in one year. Our frame shop rose to #4 in the company that year in sales. Our custom frame orders also matched our custom frame sales in the store exactly, we were one of the only stores in the company to accomplish that because of increased efficiency. We improved customer service by completing orders more efficiently and quickly. Also, we increased the number of customers we were able to serve by adding more associates to the frame shop and training them in better customer service.
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