Operations and Client Services Leader
Resume:
Shannon McNeil
Manager of Client Services, Operations, and Marketing within the Healthcare, Customer Satisfaction, and Hospitality industries. Let's have a conversation! New Orleans, LA 70116
********@*****.***
Professional Summary
Dedicated and results-driven Manager of Client Relations and Operations with 13 years of experience in business administration, hospitality, and healthcare. Proven track record of leading teams of up to 76 employees, enhancing operational efficiency, and achieving a 76% increase in customer satisfaction. Skilled in contract negotiation, process improvement, and strategic partnership cultivation, resulting in significant cost savings and revenue growth. Committed to fostering professional development and maintaining high standards of quality control.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Manager of Operations, Staff Enhancement, and Business Development Grace Consultants-Metairie, LA
August 2012 to Present
• Led a team of 17 -56 employees, providing guidance and support to ensure efficient operations
• Developed and implemented strategies to improve productivity and streamline processes
• Maintained high standards of quality control to ensure customer satisfaction
• Negotiated contracts with vendors to secure favorable pricing terms
• Resolved customer complaints or issues promptly while maintaining a positive brand image
• Provided ongoing coaching and mentoring to team members, supporting their professional development
• Ensured compliance with all regulatory requirements related to health, safety, sanitation, etc
• Increased customer satisfaction scores by 46% through implementation of new service protocols
• Cultivated strategic partnerships with suppliers resulting in 19% cost savings Director of Payor Relations / Business Administration Murphy & Associates-Laplace, LA
March 2015 to May 2020
• Production and implementation of marketing plans to rebrand and improve census for both facilities
• Recruitment of hospital staff, and investors
• Manage accounts and payor relations involving acute care hospitals, skilled care facilities, private physicians, and community organizations
• Increased customer satisfaction scores by 76% through implementation of new service protocols
• Spearheaded the launch of new service policies resulting in 55% increase in revenue
• Cultivated strategic partnerships with suppliers resulting in 32% cost savings Marketing & Clinical Liaison / Case Management
Specialty Acute Care-Luling, LA
January 2011 to March 2015
• Physician and investor recruitment
• Marketing presentations and inservices
• Collaborated with interdisciplinary teams to coordinate and monitor the delivery of services
• Maintained accurate and up-to-date documentation of client interactions, progress, and outcomes
• Coordinated referrals to community agencies for additional support services as needed
• Liaised between clients/families/communities/agencies/organizations involved in the case management process
Education
Certification
Train The Trainer-Slidell, LA
January 2005 to February 2005
Skills
• Conversion optimization
• Prospecting
• Hotel operational efficiency
• Network management
• Profit & loss
• Research & development
• Contracts
• Employee orientation
• Event planning
• Documentation review
• Process improvement
• Customer support (10+ years)
• Medical records
• Customer Relationship Management
• Budgeting
• Profit and loss analysis
• Facilities management
• Inside sales
• Data analysis skills
• Assistant manager experience
• Financial acumen
• Customer retention
• Accounts payable
• Management reporting
• SharePoint
• Guest relations
• Medical collection
• Program management
• Professional networking
• Benefits administration
• Pricing
• Employee evaluation
• Product development
• Sales contract management
• Financial management
• Working with people with disabilities
• Financial software
• Data entry
• Guest services
• Microsoft Word
• Public speaking
• Business management
• Expense management
• Hospital experience
• Medical administrative support
• ICD-9
• Administrative Case Management
• Executive administrative support
• Hotel quality control
• Cash handling
• Product demos
• Sales presentations
• Clear language communication
• Customer communication
• Office management
• Procurement and management of a diverse goals oriented marketing team
• Home & community care
• Sales administration
• Sales negotiation
• Database management
• Sales strategy
• Vendor management
• Presentation skills
• Records management
• Medical terminology
• Computer literacy
• Information management
• Collaborate with healthcare professionals
• Process improvement standards implementation
• Microsoft Outlook
• Project Management
• Salesforce
• Patient interaction
• Improving operational efficiency
• Patient care
• Care plans
• Working with people with developmental disabilities
• Client services
• Team building
Certifications and Licenses
First Aid Certification
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