Experience

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  Uncharted Recreation

  • Meridian, Idaho

  • Office Manager

    • Jan 2015 - Present
    • Meridian, Idaho

    RV, Travel Trailer & Marine Dealership

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  HP

  • Boise, Idaho Area

  • Field Customer Support Supervisor

    • Apr 2001 - Sep 2003
    • Boise, Idaho Area

    I managed approximately 60 Technical Support Agents at the HP Call Center. Supervised the delivery of technical support to HP customers and resellers in conformance with predefined customer experiences and HP products. Implemented, supervised and improved processes, programs and initiatives that support a broad and complex set of products and services designed to enhance customer loyalty and increase revenue to HP. Led and coached support personnel, facilitate the development of and lead the implementation for plans and process to maintain the highest call quality while balancing individual needs, organizational objectives and quality of work life. Led the development, communication, and placement of working plans and processes to meet the technical, quality, financial and operational organizational objectives as outlined by management. I was the focus/leader in areas of New Product Introduction, Customer Service Index, and Quality Control. Accomplishments include: Core Team Member of Owyhee Project where I was involved with development of the business rules, met-not-met criteria, WARP Tool administrator process and design, Offsite Call Center process flow design, In-Warranty IVR and call flow design, call volume forecast in-house and at the outsourcer, and technical telephone support outsourcer requirements documentation. With a training focus, I successfully led the development and deployment of training and implementation of the WARP Tool to approximately 500 techniical support agents both in Boise, ID and Beaverton, OR. The tool empowered agents, supported the learning model, and improved the overall customer experience.

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  Primary Health Medical Group

  • Clinic Administrator

    • Nov 1997 - Feb 2001

    Managed the operations of two busy Primary Health clinics (West Boise and Broadway locations). Lead the direct daily administration and support functions of clinic in the delivery of quality customer service. Responsible for communicating and achieving organizational objectives, business goals and strategies. Facilitated contined process improvement, increased productivity, creativity in the modification of the staffing model. Responsible for monthly and annual forecasting of volume and work plan, cost of operation, cost of professional services and staff compensation. Accountable to budget expectations for controllable and fixed cost as well as revenue. Responsible for the maintenance of facility licenses and accreditation as they related to OSHA, CLIA and various other regulatory institutions. Oversaw account billing, collections, admissions, risk management, and quality compliance. I served as a core team member on several corporate task forces addressing process improvement within the delivery system, compliance with legal standards and proper documentation. Major Accomplishments: I exceeded budget expectations consistently and was financially rewarded for this accomplishment several times during my tenure. Awarded "Most Improved Primary Health Clinic in 1998" in terms of financial performance by the CEO of Primary Health, Inc. In June 1999, I was promoted financially and assigned a second clinic to manage.

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  Centinela Hospital Medical Center

  • Inglewood, CA

  • Clinic Director

    • 1993 - 1997
    • Inglewood, CA

    Responsible for the operations of a satellite medical clinic associated with world-renowned Kerlan-Jobe Orthopedic Group. Responsibilities included the recruitment, training, supervision and evaluation of medical, sales, marketing and support staff. Accountable for staffing, issues mamangement, monthly operational and fiscal budgeting, financial statement interpretation and justification, accounts payable, accounts receivable, purchasing, marketing, advertising expenditures, and general maintenance of equipment and facility. Oversaw account billing, collections, admissions, risk management, and quality assurance. Responsible for the overall quality of service, as well as the maintenance and growth of corporate accounts and the general patient/client population. Accountable for the maintenance of public relations with the trainers and team physicians of the local professional athletic teams including the Los Angeles Dodgers, Los Angeles Lakers, and the Los Angeles Kings.Major Accomplishments: Developed and implemented additional services/product lines. Developed and documented policy and procedure manuals for new and additional services. I successfully met the deadline and obligation of assignment for the physical closure and elimination of operations fo this clinic as directed by management after a company merger with the Tenet Healthcare Facility. I assisted with transition of appropriate services to another corporate location. I assisted in the re-assignment of approximately 80% of the clinic staff to comparable positions within the new organization.

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  The Ralph's Senior Classic

  • Inglewood, CA

  • Operations Coordinator

    • 1993 - 1996
    • Inglewood, CA

    Responsibilities included fundraising, volunteer staff coordination, budget compliance, public relations, professional and social event planning, professional entertainment planning and coordination, allocation of advertising revenue, and the modification planning and organization of the tournament office, clubhouse, and golf course. I was responsible for maintaining lines of communication between the PGA Officials and the Tournament Office. I was involved with the organization of the Pro-Am (professional and amateur team golf tournament), as well as the Qualifiers Rounds.