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Sandra J. Touschner, CAPM 1965 E. 85th Street Cleveland, OH 44106 440-522-0326 st8c30e0@westpost.

net CAREER SUMMARY Project Management, Certified Associate in Project Management (CAPM) working towards a Project Management Professional (PMP) credential. Experience participating in and leading projects in health care, non-profit and government settings. Creative problem solver with excellent verbal and written communication skills, including communicating with C-suite level organizational leaders. Well skilled in managing multiple projects simultaneously from concept to completion. Strong analytical, follow-through and decision making skills will impact bottom line results. Key skills include: * Project Planning and Implementation * Project Communications Management * Stakeholder Management and Motivation * Risk / Benefit Analysis * Microsoft Project and Microsoft Office Suite * Database Management and Web Design * Multi-tasking to Meet Tight Deadlines * Outcome Metrics and Measurements * Training / Teaching / Coaching * Customer Service Excellence * Conflict Resolution and Confidentiality * Fundraising / Marketing / Sales PROFESSIONAL EXPERIENCE National Alliance on Mental Illness (NAMI), Cleveland, OH 2010 - Present Project Management Volunteer Active member of Volunteer Walk Committee charged with planning a fundraising walk event for this non-profit organization which empowers persons affected by mental illness to achieve a better quality of life * Utilize project management skills to oversee all aspects of registration for 1,800 walk participants. * Solicited local businesses for monetary and prize donations. University Hospitals Case Medical Center, Cleveland, OH 2005 - 2010 Manager - Patient Care Advocate Office 2008 - 2010 Patient Care Advocate Coordinator 2005 - 2008 Led all operations including human resources, budget and data management for department in charge of addressing grievances, complaints, and questions from 3,300 patients and families

annually. * Researched and wrote Complaint and Grievance policy based on regulatory requirements. * Led implementation of new MIDAS database module to track and trend patient and family complaints. * Served as co-project leader for system-wide service excellence initiative involving over 300 stakeholders aiming to enhance customer service experiences for both patients and families. * Served as project leader and member for dozens of projects, including technology implementation, patient safety, customer service, marketing and communications, and special events. Cleveland Clinic Foundation, Cleveland, OH 2001 - 2004 Faculty Affairs Coordinator, Lerner College of Medicine 2002 - 2004 Managed the administration of faculty appointments, re-appointments and promotions for more than 700 clinical and research faculty. * Implemented processes and procedures for new faculty affairs office, including creating and maintaining an Access database, which resulted in adding over 350 new faculty members in two years. Patient Service Associate G-100 Cardiothoracic Surgery Unit 2001 - 2002 Served as liaison within various departments and divisions to resolve patient complaints. Met daily with 36 patients and their families to address concerns and operational issues in order to ensure world class care experiences. Jewish Family Service Association Cleveland, OH 2000 - 2001 Coordinator, Outcomes, Research and Program Evaluation Implemented and oversaw agency systems for outcome measurements, program evaluation, utilization review and quality assurance. * Instructed agency personnel on outcome measurements and facilitated creation of plans for each department in order to gather data and measure effectiveness of services provided. United Way of Greater Eau Claire, Eau Claire, WI 1999 - 2000 Director of Community Planning and Evaluation Guided member agencies in the creation of appropriate outcome measurements, data collection, and the funding application process. * Educated 32 member agencies and Board on outcome measurements via personal and group meetings. City of Grand Forks, Grand Forks, ND 1997 - 1998 Planning Coordinator / Office Specialist Provided project management and administrative support to city leaders after a flood impacted all government operations. * Led the restoration of the Emergency Management office.

* Assisted in restoring the county 9-1-1 database. United Way of Marathon County, Wausau, WI 1996 - 1997 Research / Planning Associate (Limited 9-month term) Provided project leadership and administrative support to community assessment research project. * Author of a 133-page report highlighting health, education, the natural environment, leisure, children and families, work, civics, diversity, housing and public safety indicators. * Conducted research including writing, tabulating and interpreting survey and focus group results. * Built and sustained relationships with more than 400 project stakeholders. EDUCATION Certificate in Project Management Excellence, 2010 The University of Akron, Akron, OH Master of Science, (MSSA) in Social Administration, 1996 Case Western Reserve University, Cleveland, OH Bachelor of Science, (BS) in Psychology, Cum Laude, 1993 Bowling Green State University, Bowling Green, OH Graduated Phi Beta Kappa PROFESSIONAL ORGANIZATIONS Current Active Member of Project Management Institute (PMI) Current Active Member of Project Management Institute, Northeast Ohio Chapter (PMINEO)