Customer Service Vice President

Rhonda Cantrell Dunn

Phone: cell 615-***-****

E-mail: ********@*****.***

Summary:

20+ years progressive experience as a strategic, agile and execution focused leader. Successful and accomplished team builder with significant experience in planning, customer relations, human resources, community development, marketing, public relations, implementation of programs and cross leadership development. Accepts challenges to meet and exceed expectations to achieve productivity, performance, and quality of effective management techniques. Diversity, Equity & Inclusion expertise in processes that provide equal and impartial fairness as well as ESG (environmental, social, governance) to build long-term financial sustainability for any organization.

Certifications and Accreditations:

●Certificate, Community Health Science Program., School of Graduate Studies; Meharry Medical College, 1980 Nash., TN

●March 2006 to 2024: Dept. of Health, Board of Licensing, Home for the Aged/ACLF Administrator, Tennessee

●June 2008: Metropolitan Management Institute Series Two, Metro Government and Middle TN State University

Work History:

Rhonda’s Consulting: Remote: October 2022 – Present President/Consultant

Expert attention in providing communication, customer relations, and fund development in Senior Living, the Non- Profit arena and the Corporate community.

Develop plans for financial stability, communications, marketing and support to regulators, owners, lenders, landlords institutions of higher learning, residents and their families.

Bridge Senior Living (Bridge Investment Group): Remote: Orlando, FL, August 2019 – 2022: Vice President of Operations Support. DE&I Steering Committee Representative

●Utilized strong communication skills, interpersonal skills, customer relations, and relationship building of directors

●Responsible for performing routine on-site and virtual visits to all communities within the region / area.

●Responsible for the overall performance of communities in assigned region / area to include P&L performance, Associate Retention, Customer Satisfaction, Labor and Expense Control, Revenue Growth, Census Growth and NOI Growth.

●Responsible for onboarding, training, customer service, development, and performance management of all Executive Directors within assigned region / area.

●Ensures the community has an effective external business development strategy in place. Articulating results and adjust plans accordingly.

●Adhered to all Operations Standards and reviews such standards with Department Heads and other staff on a routine basis.

● Plan, direct and evaluate the activities of the Management Team to include Sales, Health Services, Resident Services, Dining Services, Customer Service, Housekeeping, Engineering, Business Office, Memory Care and Lifestyles

●Exercises sound fiduciary responsibility to the established policies and procedures.

●Liaison for Bridge Senior Living and Bridge Senior Housing to kick off well HSR project to earn the well Health Safety Rating for communities and housing.

●Strategized and advise executive team to select features that all communities would align with the Health Safety Rating (HRS) program.

●Provides additional community reports as requested. Effectively delegates to Department Heads. Practice Servant Leadership. Assigned special projects as determined by senior leadership

●Named in 2020 liaison for Bridge Investment Group Diversity, Equity, and Inclusion Steering Committee as the Bridge Senior Living representative.

●Co-chair the Black Inclusion Group for Bridge Investment Group and other employee resource groups.

● Ensure state regulations and policies are upheld. Cooperates with all municipal, county, state and federal agencies, departments, bureaus, and commissions which maintain or exercise any regulatory authority over the community to include Fire Safety and Disaster Preparedness policies and procedures.

●Maintains healthcare staffing within regulatory guidelines. Oversees the community Quality Assurance Program and the community Safety and Risk Management Program.

●Provides overall management and oversight on the P&L, annual budget, and occupancy

●Traveled 90% to 95% within territories to oversee senior management.

Elmcroft Senior Living; Hendersonville, Tennessee: September 2013 – August 2019: Executive Director

●Directly supervise eight department managers. Responsibilities include interviewing, hiring, and training employees. Planned, implemented and responsible for all aspects of community and customer relation operations.

●Maintained high customer service satisfaction and continuous delivery of positive census growth

●Oversaw annual budget of over $2.5 million.

●Voted best of 2015 and 2016 Award, Best Assisted Living in Nashville, TN by SeniorAdvisor.com. Achieved 100% occupancy for community 2015 and 2017 first time in company history. 2013 started “We are Excellent” Ask Why! campaign that escalated the overall satisfaction scores from 27% to 83%. Among the winners of the 2015 Sales award.

●Consistently promoted a culture of employee recognition where employees saw value and overall positive impact. Promoted a work safety program with year over year accident-free environment.

●Provided corporate governance and the leader in our ethical business practices providing financial viability to our community.

Brighton Gardens of Brentwood, Brentwood, Tennessee: June 2009 – September 2013: Executive Director

●Overall leadership, management, and success of the community – including financial management over 125% Occupancy 2012 and "0" deficiency State of Tennessee Survey 2012.

● Hiring, supervising, training, team member relations, employee recognition, customer service, family services, quality assurance, nutrition, and dietary needs of over 110 residents and regulatory compliance.

●Create alignment with our mission and values for our residents, families, owners, vendors, and team members. Ensures the community has an effective external business development strategy and provides honest and constructive evaluation of department leadership.

●Complies with all regulations, policies, and principles. Encourages and rewards for prudent risk taking. Processes and submitted monthly expenses and budgets timely per policies and internal business controls while effectively managing collection process, variable benchmarks and non-labor operating cost in line with budgeted levels while maintaining over $4 million-dollar budget.

Metropolitan Hospital Authority Knowles Home Assisted Living & Adult Day Services; Nashville, Tennessee: August 2005 – June 2009, Dept. of Social Services; Bordeaux Long Term Care: Administrator, Interim & Asst. Administrator

●Demonstrated Effective quality management of a 100-bed facility and up to 80 participants in Adult Day Care. "0" deficiencies 5 of the 6 years at Knowles Home.

●Worked with families based on their financial ability to reside in the community and bridge gaps with programs to offset living.

●Excellent census with 92 to 100% occupied. Responsible for nutrition of residents including the Dept. of Health and Adult Day Food program.

●Handled management and resident concerns, customer relations, inquiries addressed in a timely manner to both administration and board of directors.

●Work closely with the CEO of Hospital Authority and Senior Leadership Team.

●Responsible for all departments including budgets, summarizing current and projected financials, strategic planning, development, and implementing marketing programs.

Girl Scout Council of Cumberland Valley, Nashville, Tennessee: March 2001 – April 2005: Senior Vice President of Membership & Marketing

●Managed and implemented membership strategic goals in 38 counties in Middle Tennessee and Kentucky. Excellent collaboration with directors and volunteers across Middle Tennessee and Kentucky.

●Built relationships with DE&I with team-members,troops and leaders. Lead internal and external communication efforts and customer relations with Directors, Senior Leadership and Board of Directors.

●Fund Development and responsible for the budget of over $2 million dollars.

●Provided leadership support to the United Way process in 22 counties and developed proposals and grants for public and private sector donors. Successful at making solicitation calls and fund development.

●Worked with community leaders to improve overall customer experiences for our customers.

●Trained to address the media in absence of the President, Employee Relations and Recruiting of department leadership membership and marketing team.

Urban League of Middle TN (formerly Nashville Urban League, Inc.) 1999 – 2001: President & CEO

●Chief Administrator responsible to the Board of Directors. Directed all human resources strategies, team building, diversity management, customer relations management, procurement, and special projects.

●Managed a portion of $5 million-dollar budget for statewide grant working with families receiving government assistance. Managed deliverables to internal and external equity and diversity initiatives.

●Built partnerships with colleges, universities, non-profits that represented diverse backgrounds.

●Responsible for personnel records, customer service, job evaluations, employee, HIPAA and labor relations as well as the Title VI Representative.

●Provided strategic and consistent updates to the Board of Directors. Achieved significant and sustainable improvements in organizational and individual performance of management team. Conducted compensation studies on new programs and grants. Maintained relationships with community leaders.

Bethlehem Centers of Nashville, Nashville, Tennessee, June 1993 – March 1999 Vice President

●Provided leadership and administrative responsibility including accounting and business services, programming to over 20 different programs for infants to senior citizens and responsible for a budget of over $1 million dollars.

● Managed staff for inventory management of facilities while being on call 24/7.

●Partnered with HBCU’s (Historically Black Colleges & Universities) to coordinate programs from youth in the North and South Nashville Area.

●Assisted with EEO statistical reports, monitored expenditures, customer relations, and assumed responsibility for President and Board of Directors.

Education:

Tennessee State University, Nashville, Tennessee

Bachelor of Science Degree, Business Administration, emphasis Management

Awards Received:

Business Leader of the Year 2012. Published by Southern Business Leader honoring top companies & organizations who are leaders in their field.

●2010 Minerva Foundation Award Recipient for Delta Sigma Theta Sorority Inc.

●2003 - 2004 Athena Awards Nominee; represented National Coalition of 100 Black Women

Philanthropy & Community:

●Bridge Investment Group; Steering Committee DE&I. . Co-Chair Black Inclusion Group 2020 to 2022

●BOMA (Building Owners & Managers Association) Conference June 2022. DE&I and ESG training workshop

●Tennessee State University Advisory Board, School of Business 2016 to present

●THCA/TNCAL Board of Directors, Secretary/Treasurer 2014 - 2019

●Tennessee Foster Care Review Board, Nashville TN, 2016 to 2019

●Hendersonville Rotary Club (morning) 2014 to 2019. Race relations committee present

●Leadership Sumner 2014 - 2019

●Parthenon Chapter of Links Inc. 2002 to present. President 2023 – current, Vice President 2019 - 2023

●Nashville Alumnae Chapter of Delta Sigma Theta Sorority, Inc. (Member Life) Co-Chair of Fundraising 2013 to present

●Young Leaders Council (Cohort 27)

Contact this candidate