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Objective: Looking for an opportunity to work for a dynamic organization in whic h my extensive management expertise including call center

management, program de velopment, organizing skills and superior work ethic play an integral part. Bla ck Belt in Six Sigma and training in LEAN assists with analytical thinking and p rocess improvement. Career Summary: 18 years of expertise and demonstrated skills in management. Supervised and later managed 2 call centers (Intake and Resources and Informati on), Assessment and Case Management. Program development of the case management and assessment divisions of the new Elderly Services Program Direct operations accountability which included departmental budgets; hiring, t raining and supervision of staff of about 100 employees. Facilitated and/or member of project management teams. Instrumental in the development of the case management department Worked with staffing in daily operations and the contracted provider network ar ound client centered issues, contract compliance in case assignments, and schedu ling. Focused on building supportive employee relationships with demonstrated respons iveness and confidentiality. Worked with teams on outcome measures, surveyed our client population regarding program satisfaction, gather opinions and express new ideas. Experience Includes:

Key Accomplishments: Obtained grants to assist individuals with the Digital Television transition pr ocess partnering with community organizations and WCPO television. Maintained 95% satisfaction rate from Forum on Aging conference attendees for a 2 year period. Reduced call abandonment rate in Information and Referral from 4.6 to 3.5. Developed a Speakers Bureau which completed over 100 speaking engagements and o utreach events per year Developed, approved and ensured successful implementation of policies and proce dures. Successfully passed all audits by the State of Ohio over a 9 year period as the PASSPORT Manager. Professional Experience: Council on Aging of Southwestern Ohio, 175 Tri County Parkway, Cincinnati, Ohio 45246 Middle Manager with large not-for-profit organization which receives all funding through tax levy programs, state and the federal government. Daly Park Nursing Home, Daly Road, Cincinnati, Ohio 45224 Director of Social Services and Admissions with this for profit organization. Re sponsible for ensuring the psychosocial needs of our residents were met and for managing social services department staff. Software/Computer Expertise: Expertise with Microsoft Office Package XP; Comfortable with Word, PowerPoint, O utlook, and Learning Excel. Proficient in agency based computers PIMS and ESP. Education: College of Mount Saint Joseph on the Ohio, BA in Sociology, minor Social Work an d Criminal Justice Various courses to maintain licensed social worker status and Alliance of Inform ation and Resources Systems Certification Six Sigma Black Belt, Certification through the International Society of Six Sig ma, 2010

Licensure: Licensed Social Worker since 1984 Black Belt in Six Sigma since 2010