A Service Excellence/Operations Leadership role in a visionary health care organ
ization where my strong leadership, communication, project management, and conce ptualization skills will cause immediate and lasting change throughout and provi de for a significant and visible bottom line impact. CAREER SUMMARY In my professional career, I have sought out opportunities to build upon my grad uate education. I have chosen positions that have allowed me to further develop my strengths, as a creative, results-focused leader, who has facilitated cultura l change, created positive customer solutions, and successfully enhanced bottom line revenues. As a result, I have a proven track record of successfully transla ting a Service Excellence vision into tangible operational initiatives. I have h ad the good fortune to have worked with some of the most qualified and most resp ected people in the field. o Marketing o Leadership o Management o Planning o Problem Solving o Economizing o Presentation o Conceptualization o Instructing/Training RELEVANT PROFESSIONAL EXPERIENCE Assistant to the Director - 2004 to Present Cooley Dickinson Center for Human Motion, Northampton, MA Provide critical analyses and variance resolution of therapist/practice producti vity, efficiency of scheduling, work-flow, and business staff, maximizing revenu es for successful insurance reimbursement. Successfully manage eleven different budgets simultaneously while achieving cost containment goals. Expediently single-handedly planned, organized, and executed regional, workshops for 50+ clinicians, including lodging. Accountable for managing, tracking, and developing cohesive action plans for Pat ient and Employee Satisfaction. Instrumental in the Green Committee, Patient Satisfaction Think Tank, and the ho spital's Continuous Quality Improvement initiatives; based upon Lean principles committed to maximize efficiency, cost containment, service excellence, and tran sform bedside care with regard to patient-centered processes within the hospital . Provide all graphic design to overhaul all printed and web-based promotional and informational materials for five different clinics. Strategic Marketing Consultant - 2002 to 2005 Independent Marketing Consultant, Northampton, MA Clients consist of Chambers of Commerce, Assisted Living Communities, Digital Im aging Specialists, Health Care Educators, and others. Orchestrated and executed successful campaigns to a targeted audience of 13,000, based upon extensive demographic analysis and database management. Devised the graphic design and promotional materials for "Revolutionary Windsor" bi-annual festival and Windsor, CT marketing collateral. Developed displacement and ROI analyses to investigate the viability of establis hing temporary satellite operational locations to increase community awareness o f organizational vision and to increase bottom line revenues. Senior Sales Manager - 2002 to 2003 Springfield Marriott Hotel, Springfield, MA Focused on meeting and event planning for groups numbering up to 1000. Direct sa les, focusing primarily on the larger (50 room nights and more) corporate accoun ts and all government segments. Telemarketing, relationship marketing, lead gene ration, contract negotiation, management and training of direct administrative s taff. Negotiated strategic partnerships with Fortune 500 corporations and Federal Gove rnment agencies. Maximized revenue opportunities with current and prospective accounts through ef fective Account Management & Retention, Proposal & Presentation, Strategic Plann ing, Leadership, Business Development, and Customer Liaison & Service. Acquired several key accounts from direct competitor that resulted in an increas e in meeting room and room night activity. Director of Marketing - 1997 to 2002 Homewood Suites by Hilton, Hartford/Windsor Locks, CT Effectively increased the hotel's market penetration by ten points and maintaine d for five years. Through aggressive negotiation, revenue management, and relationship building wi th Fortune 500 decision makers, increased the average daily rate by 35% over a f ive-year period. STRENGTHS Marketing Marketed a 132-room hotel through an industry drought. Conducted comprehensive research, competitive market surveys, and trend analysis. Result: Developed an effective aggressive marketing strategy for five consecut ive years that led to a 35% increase in average rate. Management Managed an aging accounts receivable ledger with 60% of the revenue due over 120 days old. Through persistence, attention to detail, and relationship managemen t, I worked with 40 accounts for four and a half months to bring $312,000 to cur rent status. Result: Collected all receivables within the period with no bad debts written. Presentation Presented a new orientation program to new and existing front office employees f ocused on improving customer service skills department wide in a fast-paced oper ations environment. The program utilized the Total Quality Management approach t oward problem solving and continuous improvement. Result: The program improved the department's guest satisfaction ratings by 15 % in only a three-month period. Conceptualization Conceptualized an extensive regional market research campaign to ensure that we were meeting the expectations of our clientele. The research included direct mai ling, telemarketing, and developing a focus group of existing and potential gues ts. Result: Updated standard hotel amenities to better meet the clientele's demogr aphic needs, secured a new top-producing account, and increased our revenues by $288,000 to exceed budgeted goals. Economizing Economized the departmental turnover by devising a program of training, coaching , and an emphasis on empowerment and teamwork. Recognized for proficiency in con flict resolution, inter and intra-departmental communication, and accountability . Result: Reduced the departmental turnover to a five-year low and helped to sav e thousands in recruitment, training, and administrative expenses. Instructing/Training Instructed a regional sales training program to 120 employees illustrating new p rocedural changes in the group event booking process. Designed and delivered th e program in four training sessions to administrative and management employees d irectly involved in the process. Result: The procedural change allowed for a 20% reduction in the amount of tim e spent with the overall booking process and a consequential cost savings in lab or hours. Leadership Led a team regarding the intricacies of a detailed group convention registration process. Helped to streamline and organize the process and develop a more proac tive approach to getting guests registered, assigned, and accounts set up. Result: Improved group guest satisfaction, automated the process regardless of group size, minimized the need for post-registration adjustments, and reduced m onetary concessions as a result of delay. Planning Planned biannual themed client appreciation events for top-producing accounts. Responsible for all entertainment scheduling, food and beverage coordination, an d invitations. Result: Five years of successful functions for events numbering 450, all within established budgets. EDUCATION M.B.A., Marketing & Human Resource Management Western New England College, Springfield, MA B.A., Mass Communication - Public Relations/Media Concentration Tulane University, New Orleans, LA