Profile

Manager with significant experience in Customer Relations, Project Management and Training & Development in the health care, hospitality, sports and entertainment industries. Superb communicator and problem solver consistently recognized for leading efforts to provide excellent guest relations experiences. Organized multi-tasker with exceptional follow through and detail orientation; experienced at managing projects from conception to successful completion. Creative program developer with a passion for out of the box thinking and motivation through personal empowerment. Extensive experience in design, delivery and enhancement of educational programs. Effective mentor and motivator who excels at building and maintaining strong relationships with diverse populations. Recipient of numerous corporate awards for outstanding service, dedication and commitment to excellence.

Areas of expertise:

  • Guest Services Management
  • Training Program Development
  • Corporate Image Enhancement
  • Project Management
  • Corporate Training
  • Event Planning
  • Team Leadership
  • Coaching & Mentoring
  • Vendor Management

Work History

Work History
2010 - 2015

Manager - Patient Experience

Mercy Hospital of Buffalo, Buffalo, NY

Managed the strategic development, planning and oversight of the hospital patient and family experience with the goal of increasing patient satisfaction scores. Presented monthly patient satisfaction initiatives and results to hospital leadership team. Assisted CEO in preparation of patient satisfaction data for CHS executive leadership meetings. Managed comprehensive patient discharge and follow up program.

  • Developed and delivered “Enhancing the Patient Experience” training workshops for over 3,000 employees and new hires.
  • Acted as facility administrator for “Language of Caring” (www.languageofcaring.com) program designed to decrease patient anxiety and increase employee caring communication skills. Trained members of the leadership team to assist in rollout and subsequent teaching of monthly modules for this program that will be delivered to all employees over two years.
  • Increased patient satisfaction by 12% as measured by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).
  • Redesigned the patient discharge program to address patient post hospital wellness.
  • Facilitated employee engagement councils with focus on improving customer first impressions, facility improvements, environmental recycling, safety and organizational mission and values.
  • Collaborated with pain management team to educate physician community on best practices. Successful in improving patient pain relief satisfaction scores to above the national average.
  • Led pilot leadership team to creatively improve unit satisfaction scores based on patient focus group feedback.
2008 - 2010

Manager of Customer Relations, Emergency Department

Orlando Regional Medical Center (ORMC), Orlando, FL

Responsible for managing the customer experience in this 55 bed emergency department. In this capacity, led 20+ team members in Emergency Department Guest Services and all aspects of guest orientation to the trauma unit and hospital.  Actively participated in service committees to seek proactive ideas to improve patient satisfaction.

  • Designed and implemented Emergency Department initiatives in hourly rounding and informing patients of delays to increase patient satisfaction.
  • Achieved and exceeded goals for patient satisfaction set by Orlando Health Board of Directors.
  • Participated in and led service committees to develop proactive ideas to improve customer satisfaction.
2003 - 2008

Customer Service Specialist (CSS), ORMC Administration & Guest Services

Orlando Regional Medical Center (ORMC), Orlando, FL

Developed new CSS position to increase awareness of patient satisfaction. Proactively identified trends from patient surveys and comments. Active member of Customer Service Steering Committee. Provided prompt action, documentation and follow-up to all patient complaints and concerns.

  • Facilitated “Discovery Quest I: A Service Adventure” training program and coordinated all materials needed for sessions.
  • Assisted in exceeding National Research Corporation (NRC) Picker Patient Satisfaction Survey scores and goals for hospital.
  • Created “Decades of Caring at ORMC” photo wall for team members and volunteers with 30+ years of service.
2002 - 2003

Guest Services Rep & Admin. Assistant, ORMC Administration & Guest Services

Orlando Regional Medical Center (ORMC), Orlando, FL

Assisted in daily operation of administration office.

  • Assisted in development and coordination of “I Make a Difference” hospital service awareness training program.
  • Received Champion of the Quarter Award.
1994 - 2001

Sports & Recreation Coordinator, Dixie Landings & Port Orleans Resorts

Walt Disney World Company, Lake Buena Vista, FL

Supervised organized planned and oversaw fast-paced daily operations of 40+ employees and vendors at this 3,056 bed hotel and entertainment complex located in Walt Disney World. Performed budget planning for inventory control and purchasing; arranged special functions/recognition for employees and guests. Instructed, trained and responded to all medical emergencies; gathered information, provided and administered first aid and CPR as required. Certified Instructor of Bloodborne Pathogens classes. Completed and collected detail-oriented, confidential forms; compiled and maintained OSHA/HAZCOM/Health Department Safety records.

  • Received Partners in Excellence Award - company’s most prestigious honor given to the top 3% of employees for exceptional performance in the areas of guest, cast, operations and finance.
  • Conceptualized and developed children’s activities as a member of Global Children’s Activities Task Team resulting in increased room resort ratings.
  • Elected to co-facilitate Cast Advisory Council Task Team of 40 global employees representing the views and issues of 55,000+ employees to Disney Senior Executives.
  • Administered annual survey to gather feedback on company culture, process and leadership as a cast excellence measurement.
  • Taught various courses to include: First Aid, CPR, Basic Life Support, Bloodborne Pathogen, Lifeguard Training, “No Strings Attached” Service Recovery, New Hire Cast Member Orientation.

Additional positions include: Food & Beverage Server/Hostess - Port Orleans Resort (2001-2012), Relief Lead Lifeguard & Hostess - Fort Wilderness Resorts (1992-1994), College Program Internship/Deep Water Lifeguard - River Country (1992).

Education & Professional Development

Education

Bachelor of Arts - Liberal Studies, Minor - Interpersonal Communications

University of Central Florida, Orlando, FL

Select Professional Development CoursesConflict Resolution, Disaster & Extreme Event Preparedness, Ethics, Leadership Development, Management- Disney Style, Public Speaking, Service Recovery, Stress Management

Community Affiliations

  • American Lung Association, Volunteer
  • FIFA World Cup Soccer - Public Information Stadium Coordinator, Volunteer
  • Olympic Games - Chairman of Public Information (Olympic Soccer), Volunteer
  • United Way Day of Caring, Volunteer
  • Walt Disney World Marathon, Volunteer