Operations Management, Client Relations Leader & Customer care service

MARK SITEMAIFE

KATY, TEXAS ***** 281-***-****)

****************@*****.***

Career Objective:

I am a highly motivated, versatile and results-driven management professional with over seven years of leadership experience in operations management, team coordination, and productivity enhancement. With a strong computer science and business management foundation, I bring expertise in process optimization, technology implementation, and staff leadership. My ability to work under pressure, prioritize effectively, and drive efficiency improvements enables me to contribute to organizational success. Adept at client relationship management, legal and ethical principles, and contracting negotiations, I am eager to leverage my skills in a challenging role that fosters professional growth and operational excellence. Abbis Care Team Home Health

Operations Manager-Houston, TX

January 2017 - December 2018.

• Organized and directed the Agency’s ongoing functions

• Maintained Compliance with State and Federal Regulations

• Maintained liaison with and served on meetings of the Governing Body, Professional Advisory Committee, and Agency Staff

• Complies with applicable legal requirements, standards, policies, and procedures, including, but not limited to, the Compliance Program's Code of Conduct, HIPAA, and Documentation Standards.

• Consistently followed department policies and procedures to set an example for employees.

• Ensures compliance with all contractual requirements

• Preparation of company activities and client Charts for state survey and fiscal monitoring

• In Charge of Billing, Adjustment, and Reconciliations

• Directly supervise between 35-50 employees

• Scheduling Nurses' and therapists' visits to Patients and monitoring reports

• Direct response to client complaints and needs

• Oversee and direct activities to improve organizational performance through the agency’s ongoing performance improvement program

• Organized and processed Payroll

• Oasis Transmission

• Develop and manage the budget

• Track and follow-up on HMO and State payments/Remittance to the company account

• Responsible for implementing corporate initiatives and team building within the branch

• Responsible for oversight and day-to-day activities of all office staff, including recruiting, hiring, assessment activity, staffing/scheduling, risk management requirements, payroll/billing requirements, and all compliance and human resource needs

• Communicates procedural changes to office staff and ensures compliance

• Responsible for the coding and approval of branch office Accounts Payable activities

• Oversees management of petty cash and office funds to ensure proper handling

• Supports business development initiatives for the Care Center

• Consistently meets or exceeds service level expectations of contractual referral partners.

• Develop service programs to meet the needs of our key facility referral partners ALLIED VISION LLC (LOGISTICS)

ADMINISTRATIVE MANAGER (Houston TX)

April 2019 – February 2025

Duties:

. Problem-Solving & Decision Support

• Prioritizing urgent matters and resolving administrative challenges.

• Identifying process improvement opportunities to enhance efficiency.

• Supporting strategic initiatives and special projects.

. Project & Operations Support

• Assisting in planning and executing business projects.

• Conducting research and gathering data to support decision-making.

• Ensuring compliance with company policies and industry regulations.

. Executive Support

• Managing calendars, scheduling meetings, and coordinating appointments for executives.

• Handling travel arrangements, including booking flights, accommodation, and itineraries.

• Preparing reports, presentations, and correspondence on behalf of executives.

. Office Administration

• Maintaining office supplies, equipment, and facilities to ensure smooth operations.

• Organizing and maintaining company records, both physical and digital.

• Assisting with office management tasks, such as space planning and vendor coordination.

• Ensuring compliance with corporate policies and procedures.

. Human Resources Support

• Assisting with new employee onboarding, including paperwork and orientation.

• Maintaining personnel records and confidential HR documents.

• Supporting payroll processing and benefits administration.

• Assisting with employee engagement activities and events.

. Financial & Expense Management

• Prepared and processed expense reports for executives and company-related expenses.

• Assisting with budget tracking and financial documentation.

• Managing invoices, purchase orders, and reimbursements.

. Communication & Coordination

• Serving as the primary point of contact between executives, employees, and external stakeholders.

• Drafting emails, memos, and other corporate communications.

• Coordinating interdepartmental communication to ensure seamless workflow.

• Handling confidential and sensitive information with discretion.

. Event Planning & Coordination

• Organizing corporate meetings, conferences, and events.

• Booking venues, arranging catering, and managing event logistics.

• Coordinating company-wide activities and employee appreciation events.

. Customer & Client Relations

• Handling inquiries from clients, partners, and vendors.

• Providing exceptional customer service and maintaining professional relationships.

• Managing correspondence and ensuring prompt responses to business inquiries. NEXREP

CUSTOMER CARE REPRESENTATIVE

February 2025– Till Present

Duties:

Responds to inbound/outbound call inquiries.

• Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.

• Responds to all inquiries in a professional, friendly, and timely manner, public-service oriented and understands the needs and works effectively with persons with disabilities.

• Performs support ticket transaction resolution tasks and administrative functions.

• Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries.

• Responsible for maintaining adequate records/documentation for audit and internal control purposes.

• Routes mail, email, and other administrative support duties as assigned.

• Responsible for learning program rules of assigned projects to ensure ability to respond to customer service inquiries.

• Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities

Higher National Diploma (Associate) 2007

Computer Science

SITEBEL INSTITUTE (NIGERIA)

ADDITIONAL SKILLS

Proficiency: IT Risk Management, Regulatory Compliance, Data Privacy, Incident Response, Asset Management, Threat Intelligence and Data Security.

Excellent written and verbal communication and good analytical skills. Excellent with Ms Word, Excel, PowerPoint, Software installations, Troubleshooting, and general computer skills. CRM

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