Customer Service Quality
Resume:
Cassandra C. Garrard
Bentonville, OK 72712
**************@*****.***
Skills and Strengths:
• Ability to devise and implement a 12-month marketing plan specifically designed to increase community awareness of facility services in any particular region.
• Excellent communication skills, written and oral, with the ability to motivate staff and educate the public sector.
• Conscientious attention to other’s needs, including customers and staff, resulting in an improvement in service delivery.
• Exhibit calm, yet expeditious, analysis of problem identification and extreme patience in developing problem resolution with others and providing follow-up.
• Willingness to “think outside the box” (and job description) in order to exceed company’s goals and objectives, providing excellent work ethic example to staff.
• Proven ability to sustain increase in performance by 24-48% over a 12 month period, primarily through personally developed marketing strategy and community involvement.
Experience:
Summit Living Center
Okeene, OK
Administrator 11/09-12/10
• Individually responsible for hiring, supervision, scheduling and discipline of 40+ staff members to establish the best “teamwork” atmosphere in order to improve quality of life for residents.
• Established procedures for and prepared annual budget, payroll, accounts payable/receivable, purchasing and customer service provision to ensure facility’s profitability.
• Developed one-on-one relationships with residents and families to increase personal accountability for improvement in quality of care.
• Worked closely with Department Heads to meet regulatory requirements and improve resident care.
Accomplishments:
• Developed databases for exceptional operational and financial management of the facility.
• Improved facility’s reputation in community by increasing activity in community events.
• Reduced cited deficiencies in annual survey in critical areas of regulatory standards, such as quality of care, resident assessment, and nutrition, while implementing system-wide culture change to focus on person-centered care.
Assistant Administrator: 8/08-11/09
• Responsible for facility-wide Quality Improvement through problem identification, solution development and assessment, and follow-up to determine efficacy of efforts.
• Employee coordination, utilizing effective method of interviewing, hiring and training new employees.
• Developed and implemented Peer Review Program to assist employees improving attendance and performance.
• Oversaw periodic employee evaluations for performance and wage analysis.
Accomplishments:
• Developed 12-month marketing plan to increase community awareness of facility services, resulting in a 24% sustained increase in census in the first year of implementation .
• Increased staff retention by 50% over an 11 month period by utilizing staff input for training recommendations (according to periodic employee self-evaluations).
• Conducted performance and wage analysis, which decreased employee turnover due to wage disparagement with other facilities.
Crestridge Place
Watonga, OK
Administrator 8/06-8/08
• Overall fiduciary responsibility including annual budget, accounts payable/receivable, payroll, and utilization review, to ensure finances were well within budgetary guidelines.
• Performed all Human Resources functions including hiring, training, and discipline.
• Supervised Department Directors and office staff to create a teamwork atmosphere, while promoting a positive and safe work environment.
• Developed one-on-one relationships with residents and families in order to improve quality of care.
• Participated in local community events to increase facility’s exposure to public sector.
Accomplishments:
• Developed 12-month marketing plan, resulting in a 48% sustained increase in census over 2 year period.
• Drastically reduced cited deficiencies in annual survey in all areas of regulatory standards, elevating facility’s public image in local community and state survey process.
• Increased resident and family satisfaction according to Focus on Excellence surveys.
Court-Appointed Receiver:
Watonga Nursing & Rehabilitation dba Crestridge Place 6/05-8/06
Watonga, OK
• Responsible for overseeing day-to-day operations of facility, including personnel management, regulatory compliance, and financial management.
• Worked closely with Managers and Administrator to prevent facility closure due to previous quality of care issues.
Accomplishments:
• Developed working relationships with local businesses, agencies and community civic groups, which improved facility reputation and increased community participation in facility events (Open Houses, etc.).
• Increased sustained resident census by 30% in one year.
Traynor, Long & Wynne, PLLC
Enid, OK
Associate Attorney 7/02-6/04
• Conducted primarily family law practice, as well as civil litigation, probate work, criminal defense and court appointments.
• Worked closely with firm partners in developing personnel and office policies, salary structure and scheduling for office staff.
• Prepared wills, trusts, and contracts, and assisted with business sales and purchases.
Accomplishments:
• Increased firm’s annual revenues for family law cases by 50%.
• Expanded firm’s practice by partnering with outside firms’ attorneys to provide court appointed legal representation for non-OIDS clients (juvenile deprived cases and EODs).
EDUCATION:
1999-2001 University of Oklahoma College of Law
• JD Law
1991-1993 The University of Texas at Tyler
• MS Clinical Psychology
1985-1989 Louisiana State University-Shreveport
• BS Psychology
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