Customer Service Project Management

RONALD D. WINKLER

*** ***** ********, *********, ** 92024 . 702-***-****

SENIOR MANAGEMENT

Talent Acquisition . Organizational Development . Operations Management

* Solutions-focused / values oriented team leader in recruitment,

marketing, and retention

* Proven success in building top-performing teams to achieve stellar

business results in healthcare

* Developed strategic planning and project management to ensure business

targets were achieved

* Program and Project Management professional in leadership and staff

assessment

* Broad knowledge of human resource practices and employment law related

to recruitment

ACHIEVEMENT HIGHLIGHTS

. Budget reduction of $500K annually with third party vendor

fees

. Certified Lean Six Sigma Black Belt - Process Improvement

Professional

. FS certified trainer; Development Dimensions Institute

Educator

. State of Nevada APEX Award Malcolm Baldridge Examiner

. Branding Specialist; Awarded Best Advertising Campaigns

(CEA)

PROFESSIONAL EXPERIENCE

RSI (Recruitment Specialist Inc.), Las Vegas, NV & Encinitas CA.

2011 to present Operations / Consultant

. Optimization of performance in recruitment for healthcare

organizations

. Leadership education of behavioral interview processes

. Redesign of current process flow to reduce waste and increase

efficiency

. Alignment of talent needs with hospital cultures and strategic goals

. Facilitator and trainer of staff to increase business performance

Tri City Medical Center, Oceanside Ca.

Director Talent Acquisition (Short-term contract 2012)

. Supervised implementation, training, and roll out of new Applicant

Tracking System

. Developed talent pipeline and reporting / tracking metrics

. Implementation of (DDI) development manager training program

. Improved recruitment work processes and departmental collaboration

. Reduced lead time and process error in candidate flow by 50%

. Improved customer service by 50% in 60 days

HCA (Hospital Corporation of America), Las Vegas / Southern /

Northern California Markets

Far West Division Director of Recruitment / Retention (2008-2011)

. Project Management along with all aspects of day-to-day recruitment

and retention operations for Division hospitals

. Spearheaded Far West Division branding development and advertising

with responsibility for administering $990K annual budget, with a

focus on maximizing resources while controlling costs

. Provided oversight for the strategic goal setting of 3 market groups

nine hospitals

. Management of the Applicant Tracking Systems for talent acquisition

. Implemented comprehensive reporting and tracking metrics for three

separate markets

. Established key partnerships with major Healthcare, Nursing, Allied,

and Pharmacy school programs

UHS (Universal Health System) the Valley Health System

Market Director of Recruitment / Retention (2006-2008)

. Applied dynamic strategic planning, prioritization, and project

management skills to consistently achieve critical deadlines while

maintaining high quality standards.

. Developed and executed innovative recruitment strategies for five

hospitals with over 600 beds.

. Successfully integrated a multi-faceted recruitment strategy to ensure

high quality staffing

. Responsible for the planning and recruitment of staff for a fifth

hospital opened in 2007

. Earned a stellar reputation and was awarded the best print

advertisement by the CEA

CHW (Catholic Hospitals West) St. Rose Dominican Hospitals,

Henderson, Nevada

Director of Organizational Development / Recruitment / Marketing

(2002-2006)

. Directed enterprise-wide team operations responsible for recruiting,

screening, and testing of candidates

. Created strategies to meet hospital needs in recruitment, retention,

marketing, and benefits enhancement

. Conducted detailed barrier analysis to significantly improve nurse

recruitment

. Established new incentive programs, leading to a 50% increase in

applications for critical nursing areas

. Integrated nationwide recruitment plans targeting outstanding nursing

programs in U.S. and Canada

Nevada Quality Award for Performance Excellence (APEX) Examiner for the

state of Nevada during employment at CHW. Served a key role in providing

consensus review of confidential business award applications based on the

National Malcolm Baldrige Award criteria.

> Provided application review and analysis of APEX program

> Performed site visit review and interviews to validate

application

> Provided recommendations for state award recipients

Regent International Hotels, Las Vegas Nevada

Director Guest Services, Transportation, Hotel Operations (1998-2002)

. Trained and mentored a cross-functional team of 800 staff members in

Regent International service standards, reflecting 4-Star customer

service for a 350-room luxury hotel, convention center, and casino

. Decreased costs and reduced turnover by implementing effective

staffing and benefit strategies

. Achieved 92% occupancy rate during low season by launching local

marketing programs

. Reduced employee work injury costs by 50% by implementing key safety

programs

The Baskow Agency, Las Vegas Nevada

Corporate Image Consultant (1988-present)

. Provide professional convention host services for corporate

functions and media promotions of international firms, including

Sony, Microsoft, Panasonic, and Intel

. Serve as a public speaker and Master of Ceremonies for society

functions, award dinners, sports presentations, and political

fund raising banquets nationally

EDUCATION & PROFESSIONAL TRAINING

Lean Six Sigma Green Belt - University California San Diego, San Diego

California

B.A. - University of Las Vegas Nevada, Las Vegas Nevada

B.A. Business, Minor Communications - Marquette University, Milwaukee,

Wisconsin

Paralegal Contract Law - Carthage College, Racine, Wisconsin

Development Dimensions International Certified Leadership Trainer, Las

Vegas Nevada

Malcolm Baldridge State Examiner, Las Vegas Nevada

CBS Public Speaking training, Burbank California

AFFILIATIONS

American College of Health Care Executive (ACHE)

ACCSC Professional Development Conference speaker

Chair - Southern Nevada Medical Industry Coalition / Recruitment Retention

Committee

Leadership/ Legislative Committee Member - Southern Nevada Medical Industry

Coalition

Chair Recruitment Committee - Southern Nevada Medical Industry Coalition

Speaker at all Local Healthcare colleges - New Graduate Awareness Programs

Leadership Committee Assistant Chair - Southern Nevada Medical Industry

Coalition

Chair Nevada Recruiters Association

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