Operations Manager Quality Assurance

Work Experience:

Sr. Operations Manager- Horizon Outreach-Houston Texas – February 2024 – September 2024

Provide leadership, guidance, direction, and supervision to all staff to ensure accurate and timely completion of deliverables, targets, and benchmarks.

Interview, hire, supervise, and set up training for program personnel to reach program goals.

Conduct performance evaluations, disciplinary actions, resignations, and terminations.

Monitor and maintain the fiscal condition of the program.

Develop program content to address clients' needs related to Building Healthy Relationships and Parenting Skills, certifications, employment, housing and medical.

Ensure and maintain all regulatory agencies (i.e.-Dept. of Health, OTDA, DHS, Coalition for the Homeless standards.

Responsible for the overall administration, food service, and procurement of equipment and supplies for the program and staff at assigned locations

Plan and interpret all policies and procedures for staff; ensure implementation of all policies and procedures.

Ensure accurate and timely reporting and statistical information for both Horizon Outreach and regulatory agencies.

Conduct periodic internal file reviews and implement Quality Assurance measures as needed to ensure quality service delivery to clients (i.e.-address and investigate client complaints).

Unit Manager - Waffle House – Conroe Texas April 2023 – February 2024

Manage the day-to-day operations which include scheduling of staff, hiring, implementing strategies to increase sales, and reporting statistical data to the District Manager which helps to determine and ensure the unit is meeting its weekly and periodic goals.

Perform daily commissary and cash audits used to determine the accuracy of sales increase operation expenditures.

Perform a daily review of payroll to ensure all employees' work hours are correct and to make sure they are paid for all hours worked.

Train and coach new employees based upon job duties, consistent with safe serve guidelines/regulations to create a healthy and memorable experience for our customers.

Program Coordinator (Promotion) Acacia Network Housing Inc - Bronx, NY June 2018 to January 2023 Under the supervision of the Assistant Vice President of Housing.

I had complete oversight of the transitional housing portfolio, consisting of 17 families with children shelters 17 Asylum Seekers Family shelters and 1 Adult Family shelter. (Approximately 1500 families and 400 employees)

• Provide leadership, guidance, direction, and supervision to all staff to ensure accurate and timely

completion of deliverables, targets, and benchmarks.

• Interview, hire, supervise, and set up training for program personnel to reach program goals.

• Conduct performance evaluations, disciplinary actions, resignations, and terminations.

• Monitor and maintain the fiscal condition of the program.

• Develop program content to address clients' needs related to ADL, Time Management, Critical Thinking, shelter rules, and regulations.

• Ensure and maintain all regulatory agency (i.e.-Dept. of Health, OTDA, DHS, Coalition for the Homeless standards

• Responsible for the overall administration, food service, and procurement of equipment and supplies for the program and staff at assigned locations

• Plan and interpret all policies and procedures for staff; ensure implementation of all policies and procedures.

• Ensure accurate and timely reporting and statistical information for both Acacia Network management and regulatory agencies.

• Conduct periodic internal file reviews and implement Quality Assurance measures as needed to ensure quality service delivery to clients (i.e.-address and investigate client complaints).

Program Director (Promotion) Acacia Housing Network - Bronx, NY September 2015 to June 2018

• Manage day-to-day administrative operations and program services for 91 units of Family Shelter (Tier II), including service planning, hiring, and referral component of the program.

• Ensure services are professional in content and in compliance with funding source guidelines (DHS) (DOMH) (FDNY)(HPD)(DOB)

• Responsible for the direct oversight of five core programs (Assessment, Employment, Medical/Mental, Substance Abuse, and Housing)

• Develop systems and implement procedures for delivering services and case reviews/case conferences

• Liaison with community and government organizations • Trained staff in case management practices and procedures

•Manage/Supervise a team of 21 Staff which includes 1 Director of Social Services, 1 Director of Operations, 3 social workers, 4 Case managers, 2 Housing Specialists, 1 Recreation/Employment Specialist, 3 kitchen Aides, and a Maintenance crew that consist of 6 people.

Director of Client Services- (Promotion) Acacia Housing Network - 6/2013 – 9/2015 Bronx, N.Y.

•Manage day-to-day administrative operations and program services for 197 units of Scatter-Site Shelter housing, including service planning, hiring, and referral component of the program.

• Ensure services are professional in content and in compliance with funding source guidelines (DHS) (DOMH)

• Responsible for the direct oversight of five core programs (Assessment, Employment, Medical/Mental, Substance Abuse, and Housing)

•Developed systems and implemented procedures for delivering services to our clients.

•Performed case reviews and conducted case conferences to ensure shelter staff/clients' compliance with shelter rules and regulations.

•Liaison with community and government organizations

•Trained staff in case management practices and procedures

•Manage/Supervise a team of 10 Staff, consisting of 6 Case managers, 2 Housing Specialists, 1 Employment Specialist, and 1 Case Manager Supervisor.

Case Manager Supervisor - Acacia Housing Network, Bronx, N.Y. 6/6/2012 - 6/2013

• Provided clinical and programmatic input to the Associate Director, planned, and implemented procedures to deliver services

• Supervised and trained a team of ten Case Managers

• Ensured clients received services appropriate in scope and professional content.

• Examined chart audit findings, created, and applied corrective action plans

Education: Master Professional Studies- concentration Counseling, NEW YORK THEOLOGICAL SEMINARY 1997-1998

Bachelor of Science, Business Administration- concentration Computer Science, MARIST College – 1991-1995

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