Experience

Coaching Services International, LLC

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• Director of Performance Coaching

  • Oct 2022 - Present

  • Shapes the development of the Performance Coaching; creating and developing the performance coach playbook as well as the specialized coaching model to ensure targets for future metrics and goals are met for over 200 independent contracted coaches. • Lead the review and monitoring of the Performance Coaches and where required lead on targeted interventions for improvement in the department to ensure impactful improvements are completed and executed. • Work with Performance Coaches in a supporting and challenging role to monitor and optimize their effectiveness in delivering excellent coaching that enable them to achieve their full potential in providing significant changes with the roster of coaches they are assigned• Provide effective leadership to the performance coach team (people, finances, processes) to support the strategic needs of the system. • Contribute to the effective leadership of the organization as a member of the Directors team; working with colleagues throughout the organization to identify and deliver ways of improving the performance coach department’s effectiveness. • Provide expert performance advice and reporting directly to the President on all performance matters. • Inform the development of, and be responsible for delivery of, processes, procedures, QA, coaching, training and overall responsibility of the performance coach department and systems related to metrics and Key Performance Indicators. • Coaching/training/delegation and developing staff within the team – and across the division/departments as appropriate• Skill and career development through effective 1:1 coaching session with all coaches in the department, training and mentoring with each team member. Including taking corrective action, when appropriate.• Continued improvement through training/coaching• Issue management/resolution Show less

• Performance Coach Manager

  • Jan 2022 - Present

  • Long-term planning to create initiatives that further the company’s overall goals• Coordinating and collaborating with Performance Coaches to foster exchange of ideas and provide cross-team learning opportunities • Assessing and analyzing data to find ways to minimize errors and forecast objectives• Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives• Communicating with Executive Management and Director of Operations and other management personnel about shifting company priorities and projects• Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue• Identifying opportunities to expand or shift course in order to take advantage of departmental organization, scheduling, training and onboarding • Completes quality control audits to ensure all coaching calls meet certain organizational standards• Create and give reports to the Director of Operations on the current overall state of Performance Coaching SOP and processes• Encourage employees to work in a positive environment• Monitor employee work and provide guidance • Implement measures and make sure employees follow safety measures • Hire, onboard and train staff• Oversee processes to find areas of improvement• Excellent problem-solving and critical-thinking skills• Ability to lead large teams and groups• Good attention to detail• Solid knowledge of industry standards and practices• Ability to create and implement new policies and procedures to increase efficiency• Analytical skills• Thorough and detailed knowledge of production and operations processes and procedures• Complete and perform Performance Coach Supervisor duties as well as needed and/or necessary. Show less

• Performance Coach Supervisor

  • Nov 2021 - Mar 2022

  • Review performance coaching calls as needed for quality and consistency• Audit call data (frequency, call length, presence of video, etc.) to ensure PCs are functioning according to standards set by the organization• Assess overall PC performance and make recommendations to management on potential actions to address gaps or recognize achievement• Conduct weekly 1:1 calls/meetings with each PC to provide ongoing feedback and support as well as field questions or concerns• Escalate questions, concerns, suggestions, and/or performance issues to management as and when necessary• Conduct weekly PC team calls to convey messaging from management and facilitate team initiatives such as monthly C3 events• Develops and maintains team-level communications to ensure PCs are aware of company- and department-wide information, expectations, standards, and deliverables• Aids in the completion of PC employee performance evaluations• Exemplifies the desired culture and philosophies of the organization.• Works effectively as a team member and communicate clearly with other members of management and staff.• Participate in proactive efforts to achieve departmental and company goals.• Handle changing deadlines and priorities.• Review work for accuracy, completeness, and proper authority.• Formulate SOP's, forms, performance initiatives and conduct training for Performance Coaches. Show less

• Performance Coach

  • May 2021 - Oct 2021

  • Provides accountability and support to business coaches, typically managing relationships with approximately 40 coaches.• Conduct daily 1-to-1 video sessions to review coach performance.• Collect and analyze data; make recommendations regarding processes based on analysis; summarize findings.• Assess overall coach performance and recommend specific actions to take based on retention, customer satisfaction, and client dictated KPIs.• Guide, engage, impart knowledge on, and conduct proper follow-up to coaches and make appropriate suggestions whenever necessary• Develop and review realistic action plans with coaches based on deliverable dates, direct observations, and client feedback.• Consult with executives regarding coaching workload, optimal client number, and pace of coaching sessions per coach.• Collaborate with other PCs and the PC Supervisor to create and utilize tools and resources relevant to the PC role.• Participate in proactive efforts to achieve departmental and company goals.• Work effectively and communicate clearly with other employees.• Handle changing deadlines and priorities.• Review work for accuracy, completeness, and proper authority.• Other duties as assigned. Show less



Maximus

• United States
• Government Administration
• 700 & Above Employee

• Quality Assurance Analyst

  • Feb 2021 - Mar 2022

  • Develops plans and procedures in reference to calls and make sure that requirements are met. • Carry out call monitoring on customer service agents of 5 different teams to check quality and know if they are completing calls to standard in speaking with the claimant. • Detect issues or problems that will arise in calls and offer solutions to the problems • Maintain and improve call quality by assisting discussing with Supervisor, and collaborating with other members of the management team. • Prepare documentation, reports, and results based on the process of the call, mapping out the failures, stability, and corrective actions in the call process. • May evaluate or analyze a proposed script and/or procedures to know whether the proposal can be possibly put to practice • Monitor employees to make sure that they work according to the scripts and procedures. • Do their best for the benefit of the organization by managing the resources at hand and also handling quality issues in the most cost-effective manner • Work with other personnel in the quality department, like the managers, IT, employees, and other teams that exist within the organization. Show less



Dallas County

• Government Administration
• 700 & Above Employee

• Contact Tracing Investigator

  • Nov 2020 - Feb 2021

  • Coordinating contact tracing efforts with Supervisors and Case Investigators from the Local Health Department. • Conducting interviews in a professional manner that reflects emotional and cultural awareness. • Collecting and recording accurate information using Customer Relationship Management (CRM) software (Salesforce). • Calling newly diagnosed patients to trace individuals they had contact with and determining exposure. • Interviewing traced contacts, assessing symptoms, and referring them for testing. • Providing contacts with regulated information on isolation and quarantine procedures. • Collaborating with designated local authorities in supporting the isolation and quarantine of individuals. • Maintaining ongoing virtual communication to monitor symptoms. • Facilitating health checks and test, as well as referring contacts to available community resources. • Complying to all Health Department regulations, including those aimed at protecting personal information. Show less



Octapharma Plasma, Inc.

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Quality Assurance Manager

  • Aug 2018 - Jan 2020

  • Maintains current knowledge of FDA, EU, industry, and applicable state regulations in addition to customer specifications. • Ensure all product shipments comply with all federal, state, customer, and company requirements. • Ensure sample shipments are appropriately released, accurately labeled and shipped to testing laboratory. • Ensure deviation investigations are handled appropriately and actions completed to facilitate closure within required timelines. Respond to QA Tracking and Trending errors, external audit findings, and internal audit findings. • Work with Center Management and Quality Assurance Unit staff to develop Corrective Actions and Preventive Actions (CAPA’s) for inspection findings; ensure CAPA’s are implemented and effective. • Ensure compliance with SOPs and that SOP revisions are implemented correctly. • Train center staff, as required, on new SOPs, SOP revisions, corrective and preventive actions. • Supervise quality assurance unit and donor center quality assurance activities. • Train other designated staff in performing the functions of the quality assurance position. • Perform other duties as assigned. Show less



Home2 Suites by Hilton

• United States
• Hospitality
• 700 & Above Employee

• Assistant General Manager

  • Mar 2017 - Aug 2018

  • Manage different aspects of the hotel's day-to-day operations as well as meet operational budgets and quality goals. • Assisting with the opening of a new hotel, interviewed and assisted with hiring all opening staff as well as conducted training for all new employees, and worked with vendors to ensure all initial orders were correct and complete. • Supervises and oversees all staff to ensure all tasks and duties within their job scope are completed. • Assume authority for the hotel in the absence of the General Manager and serve as Assistant General Manager for all operations within the hotel. • Assist General Manager with front desk operations, preparing staff schedules for all employees, hires and assists with training for all employees, and completing payroll for staff employees. • Perform detailed actions to ensure that the appearance of the property is the brand standard. • Work with staff employees to establish relevant actions that exceed the guest's expectations. • Addressed customer problems as well as troubleshoot. • Ensures all staff comply with Hilton standards and policies, e.g. fire, safety precautions, room inspections etc. Show less



Jani-King of Dallas | Fort Worth | Houston | Greensboro

• United States
• Facilities Services
• 1 - 100 Employee

• Customer Service Manager

  • Oct 2015 - Dec 2016

  • Managed and supervised the customer service department and ensuring the company delivers the highest level of customer service possible. • Investigated customer's problems and found solutions. • Communicated with customer via phone, email or letter to help build good customer relations. • Determined customer service requirements by maintaining contact with customers, reviewing customer evaluations on services provided, benchmarking best practices, and analyzing information received from customers and franchise owners to identify customer service trends for a better understanding of how to resolve issues and reduce the amount of reoccurring issues. • Managed and built relationships between the customer service and operations team to deliver the best customer service with the clients and franchise owners to ensure all requirements are met and services within the scope of the contract are provided. • Hired, trained, developed and managed customer service department and the operations team. Isolated and identified areas of improvement with customer service and operations. • Coordinated with executive management on customer service initiatives and understood the company's policies and procedures to communicate it to the clients, franchise owners and members of the staff. • Awarded employee of the month within two months of hire. Streamlining the process of new accounts and revamping customer service procedures. Show less



Sound Physicians

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Staffing Coordinator

  • Apr 2015 - Sep 2015

  • Identified and secured over 100 shifts monthly for temporary physician coverage for several hospitals in the Texas Region. • Worked throughout the assigned sites with Chief of the hospital to utilize currently employed physicians as well as working to credential new physicians to fill shifts for the company's program. • Assisted, created and managed schedules of the offsite hospital programs. • Ensured fulfillment of assigned region's hospital schedules. • Worked with physician's recruiter, assigned credentials and permanent placement department to see that permanent physicians employed within the appropriate period given by the hospital. • Managed and maintained schedules as well ensuring all physicians are accountable for contracted shifts. • Negotiated physicians rates based on budgets guidelines set up by Regional Director of Operations. • Reviewed and approved over 50 timesheets for all physicians assigned in region. • Updated and distributed weekly update of staffing grid changes to appropriate departments. • Facilitated and coordinated attendance for weekly staff meetings. • Trained new Chief Hospitalists as well as contracted physician providers to use company's specified scheduler, in relation to new site implementation or new orientation and training. • Point of contact for over 15 vendor-staffing companies for regional scheduling needs. • Created training flow sheet for all new employees to assist with learning the staffing process for credentialing doctors for employment. Show less



DCI Biologicals

• Regional Director

  • Mar 2014 - Jun 2014

  • Selected to lead newly created position combining responsibilities of Regional Manager and Quality Assurance Manager • Managed and directed 20 Center Managers and 20 Quality Assurance Supervisors in assigned multi-region as well as over 150 center personnel, including development and training of personnel, counseling and discipline, evaluating and promotion of teamwork. • Assured region's compliance with all FDA, OSHA, HIPPA, MHRA and governmental customer and corporate related regulations and policies. • Forecasting production goals to coincide with the amount of hourly staff needed to reach production and labor goals. • Provided timely and accurate reports on center operations and costs, marketing, budgets, and remaining costs incurred while assessing usage of all supplies and soft goods to Executive Management. • Reduced overall regional expenses by 15% by implementing tracking system of overall cost of medical supplies and donor expenses for bonus payments. • Maintained high-impact processes while managing multi-million dollar center budget for all centers assigned in region. Show less



DCI Biologiclas

• Multi-Regional Operations Manager

  • Jan 2006 - Feb 2014

  • Directed and managed site operations for Texas, Illinois and Kentucky designated and assigned satellite locations within the company; promptly and effectively handle problems for 20 Management and 20 Quality Assurance personnel in dealing with emergency situation and ensured the health and safety of all donors undergoing the plasmapheresis process. • Interviewed and hired management and staff for assigned centers in region; ensured that all staff has effective and thorough training; administer in-service and employee evaluations. • Fluid and efficient working knowledge of the PDS III computer systems presently in use in all assigned centers; formal and applied knowledge all functions and operations in supervised centers. • Ensured that all regulations, policies, and procedures are correctly observed and practiced within assigned plasma centers. • Provided timely and accurate reports on center operations and costs, marketing, budgets, and remaining costs incurred while forecasting and assessing usage of all supplies and soft goods to Executive Management. • Increased production of four sites by 30% producing center's highest numbers in company history. One center in region recognized for being the #1 safest center in company. Show less



DCI Biologicals

• Regional Quality Assurance Manager

  • Jan 2004 - Jan 2006

  Ensured operational centers remained compliant within company guidelines. In depth knowledge and support of company policy and decisions. Ability to respond, be assertive and consistent in the enforcement of all government regulations. Effectively communicated regulatory rules to employees and/or performance affected by them. Worked with Center Mangers in region to assist with performing the work in each of the areas either in a situation of need or as a means of assessing the staff's performance, effectively and efficiently when needed. Thorough and accurate knowledge of all FDA, EU, MHRA, OSHA, CLIA, COLA and IQPP regulations ensuring that all regulations are being correctly observed and practiced within assigned plasma centers. Ensured that all staff had effective and thorough training, in-service and evaluations given to employees when necessary.• Directed and ensured six operational centers remained compliant within company guidelines• In depth knowledge and support of company policies and decisions; maintained detailed knowledge of all functions and operations for multiple areas spanning various operational centers.• Responded to the enforcement of all government regulations.• Effectively communicated regulatory rules to 24 management employees.• Mentored and motivated 175 employees maximizing employee performance.• Collaborated with Center Managers assisting with performance and assessing staff’s performance and efficiency.• Highly focused on PDS III computer systems utilized at operational centers.• Led various teams in preparing numerous centers within the company for customer audits and reduced overall audit findings by 25% company wide..• Interfaced with management, users and system personnel to ensure processing goals were effectively achieved. Show less

• Quality Assurance Supervisor

  • Jan 2000 - Jan 2004

  Supervised operations within a fast paced environment that focuses on communication, attention to detail and thorough documentation; obtained detailed knowledge of all rules and regulations to more effectively communicate tasks to staff. • Supervised operations for 30 employees within a fast-paced environment that focuses on communication, attention to detail and thorough documentation.• Obtained detailed knowledge of all rules and regulations to effectively communicate tasks to staff.• Trained incoming new employees and conducted corrective action meetings for targeted employees.• Completed annual inspections for deviations and occurrences within the center and company level.• Compiled and updated all employee training files for Supervising Physician, Medical Supervisor, Management and staff employees• Completed quality control audits on a daily, weekly, and monthly basis for multiple areas of the organization, ensuring all areas remain compliant• Selected as Traveling Quality Assurance Supervisor to assist centers company wide, to prepare for customer audits Show less