Customer Service Manager
Resume:
MICHAEL SAMUEL KATZ
***** ****** ******, ****** *******, California 91607
***************@*******.***
EXPERIENCE:
Nursing Facility Administrator,
Good Shepherd Health Care, Santa Monica, CA March 2011 – June 2011
Significantly enhanced “First Impression” of facility. Both in terms of physical appearance and in terms of improved coordination and training among key “First Encounter” staff.
Implemented Monthly General Meeting, which included all staff in services and newly formed recognition program for staff.
Considerably improved relationships with doctors, discharge planners and case managers and developed relationships with other “feeder” institutions.
Nursing Facility Administrator Training Program,
Country Villa West Covina Healthcare Center, West Covina, CA April 2009 – August 2010
Graduated from extensive training program under the guidance of preceptor Jim Samuel.
Worked in every facility department under the direction of department heads and consultants including the Sub Acute Care Unit.
Studied at four different facilities ranging in capacity from 97 to 138 beds.
Attended over 30 workshops on a wide range of subjects including Infection Control, Wound Management, Pain Management, Residents Assessment Instrument, Harassment Prevention, Managed Care, Business Development and Marketing,
Participated in surveys and worked with consultants on mock surveys.
Headed Quality Improvement Team responsible for Dietary Department and Dining Room Program resulting in more efficient and timely service to more residents and excellent survey results.
Responsible for Customer Service Survey implementation and follow up.
Worked on Safety Committee, CQI and Survey Preparation.
Operations Manager/Consultant, Sisters of Social Service, Encino, CA 2006 – 2009
Sisters of Social Service’s eleven acre property includes corporate offices, an assisted living facility, a retreat center and private residences. As Operations Manager:
Responsible for all physical operations of entire complex and grounds.
Maintain all systems including HVAC, Electrical, Plumbing, Security.
Supervise Housekeeping, Maintenance and Grounds Keeping staff.
Responsible for daily operations, trouble shooting, and long term strategic planning.
Create and implement all emergency plans and procedures.
Develop annual budget and track expenditures together with the finance committee.
Management Consultant, Voices in Harmony, Valley Village, CA 2004 –2005
Voices in Harmony is a youth arts organization whose classroom based educational program is committed to empowering the voices and visions of at-risk teens.
Redefined the organization’s mission, strategic plan, operations and policies.
Increased the number of youth served by over 200%.
Recruited, hired, and supervised all employees.
Together with the finance committee, developed annual budget and tracked expenditures.
Executive Director, North Valley Caring Services, North Hills, CA 2001 – 2003
North Valley Caring Services is a grassroots, non-profit organization that serves and develops its constituent low-income communities. Served as the organization’s first Executive Director.
Designed and successfully implemented a three phase organizational development plan, which grew the organization from an annual budget of $150,000 to $600,000 over two years.
Raised all operating funds from a variety of sources, including the City and County of Los Angeles, State of California, corporations, foundations and individual donors.
Responsible for upkeep and care of two community center buildings, kitchen, dining room and gym, each between 50 – 100 years old.
Recruited, trained and supervised staff. Created new positions increasing staff from 5 to 16.
Utilized volunteers to greatly expand programs and services.
Expanded existing meal and food pantry programs and developed new programs.
Managed daily administrative operations such as payroll, accounting, grant reporting, staffing board committees, and facilities management.
Educational Consultant, Sephardic Tradition and Recreation, Los Angeles, CA 1999-2000
Developed yearlong programming plan for start-up non-profit youth group.
Designed infrastructure for the organization, including board and local chapters.
Created educational and programming curricula for chapter development.
Recruited and trained youth directors and counselors.
Developed leadership training program and orientation for student leaders.
Established seven chapters in the greater Los Angeles area.
Supervised the implementation of programs for 7 to 9 year olds.
Assisted in the daily operations and all aspects of planning for this new organization.
Director, Associate Director and Program Director
California State University at Northridge, Hillel, Northridge, CA 1986 –1998
Directed day-to-day operations of this non-profit organization with an approximate annual budget of $250,000.
Supervised construction and helped design new Hillel House. Responsible for all long term and ongoing maintenance.
Recruited, hired, trained and supervised staff.
Facilitated relations with university administration, faculty, and community lay leaders.
Managed resources; wrote and tracked annual budget and expenditures.
Trained and supervised student board; facilitated and advised committees.
Engaged in direct, personal solicitation, wrote grant proposals and solicited gifts.
Participated in diversity programs, multicultural initiatives, and interfaith dialogue projects.
Provided a wide range of counseling to students and managed conflict resolution.
Directed outreach and publicity efforts including newsletters, flyers, and media contact.
Developed and implemented nationally recognized student leadership certificate.
Member of CSUN Interfaith Council.
Served on planning committee for Hillel International Staff Conference.
Elected to board of National Association of Hillel and Jewish Campus Professionals.
EDUCATION and LICENSES:
Nursing Home Administrator License #NHA 7408 2010
MA - Administration, Antioch University, Venice, California
BA - Psychology, Bar-Ilan University, Israel
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