Customer Service Environmental Services

Johnney Bell, MBA, MSHQS, BA, LSSGB

205-***-**** Birmingham, AL 35205. ***********@*****.*** **********@*****.***

PROFESSIONAL PROFILE

Management Quality Control Program Building

** ***** ** ***erience managing 40+ employees; including onboarding, training, managing revenue, expenses, capital and operating budgets and conflict resolution. Teams under my management received numerous accolades for exceptional customer service. Responsible for capital funds and grant management ranging from $4 million to $7 million. Astute financial manager and cost containment; repeatedly rewarded for staying under budget without compromising service standards. Passion for creating an environment of safety through managing policies and procedures, while focusing on achieving departmental goals and impacting strategic objectives.

-Customer Satisfaction Manager

-Operations Manager & Director

-Grant Management

-Healthcare Quality & Safety

-Staff Development Specialist

-Career Development Coach

-Healthcare Environmental Services Management

-Policies and Procedures Management

-Lifetime Learner

-Reintegration Specialist

- Marriage & Family Counselor

-Family Reunification Specialist

WORK EXPERIENCE

University of Alabama at Birmingham (UAB) Hospital, Birmingham, AL

Manager of Guest Services (Patient Transport) February 2021 – December 2022

Oversee the growth & development of 10 supervisor and 106 Guest Services Representatives

Develop/implement SOP for leaders in the Guest Services Department

Manage the department’s $4.5 million budget

Analyze and develop initiatives geared towards improving quality ratings for the department

University of Alabama at Birmingham (UAB) Hospital, Birmingham, AL

Manager of Environmental Services November 2011–2021

Assured customer satisfaction through room cleanliness and exceptional customer services

Supervised all environmental services throughout all facilities operated by the center.

Round on patients to ensure rendered services meets patient expectations

Ensured that all State and Federal Safety and Quality regulations were followed

Assist with the performance of internal quality assurance audits

Implement and update cleaning and sanitation procedures

Screen applicants and provided hiring recommendations

Train and developed staff in the art of delivering exceptional customer service

Crothall Service Group, Birmingham, AL

Assistant Director of Environmental Services September 2008- November2011

Developed cleaning protocols that produced high customer satisfaction

Maintained an inventory of all cleaning materials and related supplies

Managed the department’s $4 million budget

Ensured compliance with all State and Federal Safety and Quality guidelines

Scheduled and supervised cleaning staff

Conducted periodic staff meetings and in-services

Hospital Housekeeping Systems, Meridian, MS

Assistant Director of Environmental Services April 2007 – September 2008

Managed the department’s budget $9 million

Manage the day to day operations of the Hospital Environmental Service department

Train and develop employee to deliver exceptional customer services

Ensure compliance with all State and Federal Quality and Safety protocols

Catholic Charities USA, Jackson, MS

Supervisor Long Term Recovery Program May 2005 – April 2007

Managed disbursement of $7 million grant

Establish satellite offices throughout disaster area

Hire and train case managers to oversee targeted clientele

Link clientele with available resources

Mentored and guided evacuees through reintegration process into new community

EDUCATION AND TECHNICAL PROFICIENCIES

Master of Science in Healthcare Quality & Safety, UAB, Birmingham, AL 2021

Master of Science in Business Administration, UAB, Birmingham, AL 2019

Bachelor of Arts, Social Services, Jackson State University, Jackson MS 2001

CERTIFICATIONS AND SKILLS

CERTIFICATIONS:

PROFESSIONAL CERTIFICATES & PREPARATION:

Certificate in Healthcare Quality & Safety December 2019

Certificate Program in Healthcare Management June 2017

Certified Marriage and Family Counselor April 2001-Present

Case Manager of the Year September 2004

ADDITIONAL TRAINING & WORKGROUPS:

Proficient in Microsoft Office, Excel, QI Macros

Grant management and compliance

Lean 6 Sigma Green Belt

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