Project Manager Customer Service

FRANKIE REGINA DAVIDSON

C: 501-***-**** ***************@***.*** 7520 Hwy 67 South

H: 870-***-**** Gurdon, AR 71743

REGIONAL MANAGER - ENVIRONMENTAL SERVICES (EVS)

Operations Start-up & Management • Staff Development • Total Quality Management • Program Design

Award-winning and compassionate director well-qualified by 15+ years’ experience in the healthcare sector driving

double-digit improvements to quality, costs, staff retention, compliance, customer / patient satisfaction, and more.

Seasoned operations leader, personnel trainer, and project manager known for holding facilities and teams to the

highest standards of performance excellence – fostering collaboration and morale to consistently exceed goals.

Strategic Planning / Leadership

Quality Control / Improvement

Customer Service / Satisfaction

Issue Identification / Resolution

JCAHO / Regulatory / EVS Compliance

Policy / Procedure Development

Relationship / People Management

Profit / Budget / Cost Control

Team Building / Training / Retention

Resource / Inventory Management

Room Set-up / Detail Cleaning

Project Planning / Execution

PROFESSIONAL EXPERIENCE

BAPTIST HEALTH MEDICAL CENTER (BHMC), North Little Rock & Arkadelphia, AR

Director Environmental Sciences (Operations) (2005 – 2011)

Immediately improved Arkadelphia facility upon hire and transferred to

North Little Rock after 3 years of success. Led, motivated, and trained up

to 70 staff including assistant director and supervisory personnel.

Directed all facets of operations to uphold peak quality: guided projects;

conducted facility tours for administration; actively participated in

committees, tasks forces, and groups; maintained records; and assured

department safety, budget, legal, and regulatory compliance.

. Honors & Recognition: Earned Most Innovative Director Award,

Manager of the Year Award, and 4 consecutive Outstanding

Performance Awards in acknowledgement of exceptional leadership.

. Score Increases: Lifted cleaning scores from 41% to 95% in first 6

months at Arkadelphia and NLR’s 176-bed hospital score from 71% to

88% within 2 months; retained higher levels throughout tenure.

. Staff Performance Improvement: Developed and deployed performance

evaluations with progressive disciplinary actions to improve attendance,

teamwork, and labor law compliance. Further, created accountability

with customized duty checklists that streamlined new hire training and

resulted in a cleaner facility with dramatic satisfaction and HCAHPS

score improvements.

. Turnover Reduction. Drove key initiatives that reduced room turnover

time from 145 to 35 minutes: teamed with nursing and project

development departments to implement patient ID discharge scanning

at all exits; also, built a team of 12 high-performance, service-oriented

discharge cleaners equipped with clearly defined job expectations.

. Special Projects: Partnering with project manager, researched and

procured quality, budget-conscious cleaning equipment that optimized

facility appearance – enhancing cleanliness while reducing cosmetic

damage and repair expenses.

. Cleaning Compliance: Outlined stringent isolation room requirements

for staff, cutting average number of cleanings from 3 to 1 and elevating

room turnover rate as a direct result.

. Inventory Management: Designed effective curtain inventory program

and hanging process in cooperation with supervisors, instituting color-

coding system to assure proper stock and hanging for 4 different sizes.

While Ms. Davidson was the Director

of Environmental Services, the

environmental conditions of the patient

rooms and patient care areas

improved drastically. Patient

satisfaction scores improved during

this time as well. Ms. Davidson is the

third EVS director I have served with in

this facility and was the first to make

great strides in the cleanliness of these

patient rooms and patient care areas.

Carrie Weindorf, RN, BSN, CIC

Infection Preventionist, BHMC-NLR

Frankie Davidson was very supportive

to other departments, she managed

her staff well, and she always looked

for ways to improve the cleanliness of

the whole hospital. She was very

respectful towards other managers

and her staff.

Becky Glover, Director of Nutrition

& Food Service Dept., BHMC-NLR

Ms. Davidson’s HCAHPS, Press

Ganey, and Patient Satisfaction

Scores were always in the high 90th

percentile…Her energy and

enthusiasm was a remarkable

influence on her employees. She was

seen quite frequently working with her

employees showing them the correct

way to perform a task or working

alongside them when short-handed.

Debbie McMaster, Nursing

Administration, BHMC-Arkadelphia

BEVERLY ENTERPRISES, Arkadelphia, AR

District Manager, Northwest Arkansas (2004 – 2005)

Formed and rolled out innovative programs and policies to raise employee

loyalty and decrease turnover, holding full accountability for the hiring,

training, and oversight of FTEs and supervisors for 7 facilities. Established

new accounts; aligned efforts with JCAHO, state, and federal regulations;

ordered equipment for each facility; and maintained employee files

. Quality Improvement: Championed strategic projects to achieve

cleaning standards, constantly surpassing company objectives for

higher cleaning quality inspections.

. Training Program Development: Initiated program that standardized

employee training and led to sizeable increase in customer satisfaction.

Spearheaded additional development activities that improved retention.

PRO-VAC CUSTOM CLEANING & DETAIL, Arkadelphia, AR

Owner / Operator (1991 – 2003)

Governed day-to-day operations – from HR and administration to sales –

managing 2 shifts with 40 employees. Provided in-depth services to

include office detailing, groundskeeping, pressure washing, moving, and

dining, recreation, and parking lot cleaning - ensuring professional, clean

internal and external building appearances for customers.

. Profit Building: Built client base from the ground up to 161 accounts,

cultivating and retaining strong business alliances with medical clinic,

office building, industrial plant, new construction, and residential

property owners, renters, and real estate agents.

. Service Excellence: Enabled clients to make a strong first impression

with potential patients and customers: credited by realtors with

increasing property appraisals by as much as $4K.

I had the privilege of watching her

display professional conduct under

sometimes very stressful situations,

performing tasks with efficiency and a

positive attitude. She possesses the

ability to promote cooperation and

teamwork with integrity. I have

observed her on numerous occasions

providing instructions with firm yet

supportive words. Ms. Davidson would

be a valuable asset to any

organization.

Dennis G. Hyland, AIA, Special

Projects Manager BHMC-NLR

In addition to her detailed work ethic, I

have enjoyed Ms. Davidson’s friendly,

empathetic, and compassionate

nature. I can vouch for her good

character and find her actions and

work to be above question or

reproach.

Carrie Weindorf, RN, BSN, CIC

Infection Preventionist, BHMC-NLR

EDUCATION

HENDERSON STATE UNIVERSITY, Arkadelphia, AR

Business Administration Studies (2 years)

PROFESSIONAL DEVELOPMENT & TRAINING

Ritz-Carlton Customer Service Training

Baylor Medical Center, Dallas, TX

Concentration: Surgery Suite, Nursery, Premi-Nursery, Patient Room, Public Area & Cancer Patient Area Cleaning

Professional Training: MRSA, VRE, Acinetobacter, Contact, Air-borne & Universal Precautions

Baptist Heath Medical Center Training: Customer Service & Kronos Timekeeper (Payroll)

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