STATEMENT OF INTERESTS

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