Sandra J.

Touschner, CAPM
1965 E. 85th Street
Cleveland, OH 44106
440-522-0326
st8c30e0@westpost.net
CAREER SUMMARY
Project Management, Certified Associate in Project Management
(CAPM) working towards a Project Management Professional (PMP)
credential. Experience participating in and leading projects in
health care, non-profit and government settings. Creative problem
solver with excellent verbal and written communication skills,
including communicating with C-suite level organizational
leaders. Well skilled in managing multiple projects
simultaneously from concept to completion. Strong analytical,
follow-through and decision making skills will impact bottom
line results.
Key skills include:
* Project Planning and Implementation
* Project Communications Management
* Stakeholder Management and Motivation
* Risk / Benefit Analysis
* Microsoft Project and Microsoft Office Suite
* Database Management and Web Design
* Multi-tasking to Meet Tight Deadlines
* Outcome Metrics and Measurements
* Training / Teaching / Coaching
* Customer Service Excellence
* Conflict Resolution and Confidentiality
* Fundraising / Marketing / Sales

PROFESSIONAL EXPERIENCE
National Alliance on Mental Illness (NAMI), Cleveland, OH
2010 - Present
Project Management Volunteer
Active member of Volunteer Walk Committee charged with planning a
fundraising walk event for this non-profit organization which
empowers persons affected by mental illness to achieve a better
quality of life
* Utilize project management skills to oversee all aspects of
registration for 1,800 walk participants.
* Solicited local businesses for monetary and prize donations.
University Hospitals Case Medical Center, Cleveland, OH
2005 - 2010
Manager - Patient Care Advocate Office
2008 - 2010
Patient Care Advocate Coordinator
2005 - 2008
Led all operations including human resources, budget and data
management for department in charge of addressing grievances,
complaints, and questions from 3,300 patients and families
annually.
* Researched and wrote Complaint and Grievance policy based on
regulatory requirements.
* Led implementation of new MIDAS database module to track and
trend patient and family complaints.
* Served as co-project leader for system-wide service excellence
initiative involving over 300 stakeholders aiming to enhance
customer service experiences for both patients and families.
* Served as project leader and member for dozens of projects,
including technology implementation, patient safety, customer
service, marketing and communications, and special events.
Cleveland Clinic Foundation, Cleveland, OH
2001 - 2004
Faculty Affairs Coordinator, Lerner College of Medicine
2002 - 2004
Managed the administration of faculty appointments,
re-appointments and promotions for more than 700 clinical and
research faculty.
* Implemented processes and procedures for new faculty affairs
office, including creating and maintaining an Access database,
which resulted in adding over 350 new faculty members in two
years.
Patient Service Associate G-100 Cardiothoracic Surgery Unit
2001 - 2002
Served as liaison within various departments and divisions to
resolve patient complaints.
Met daily with 36 patients and their families to address concerns
and operational issues in order to ensure world class care
experiences.
Jewish Family Service Association Cleveland, OH
2000 - 2001
Coordinator, Outcomes, Research and Program Evaluation
Implemented and oversaw agency systems for outcome measurements,
program evaluation, utilization review and quality assurance.
* Instructed agency personnel on outcome measurements and
facilitated creation of plans for each department in order to
gather data and measure effectiveness of services provided.
United Way of Greater Eau Claire, Eau Claire, WI
1999 - 2000
Director of Community Planning and Evaluation
Guided member agencies in the creation of appropriate outcome
measurements, data collection, and the funding application
process.
* Educated 32 member agencies and Board on outcome measurements
via personal and group meetings.
City of Grand Forks, Grand Forks, ND
1997 - 1998
Planning Coordinator / Office Specialist
Provided project management and administrative support to city
leaders after a flood impacted all government operations.
* Led the restoration of the Emergency Management office.
* Assisted in restoring the county 9-1-1 database.
United Way of Marathon County, Wausau, WI
1996 - 1997
Research / Planning Associate (Limited 9-month term)
Provided project leadership and administrative support to
community assessment research project.
* Author of a 133-page report highlighting health, education, the
natural environment, leisure, children and families, work,
civics, diversity, housing and public safety indicators.
* Conducted research including writing, tabulating and
interpreting survey and focus group results.
* Built and sustained relationships with more than 400 project
stakeholders.
EDUCATION
Certificate in Project Management Excellence, 2010
The University of Akron, Akron, OH
Master of Science, (MSSA) in Social Administration, 1996
Case Western Reserve University, Cleveland, OH
Bachelor of Science, (BS) in Psychology, Cum Laude, 1993
Bowling Green State University, Bowling Green, OH
Graduated Phi Beta Kappa
PROFESSIONAL ORGANIZATIONS
Current Active Member of Project Management Institute (PMI)
Current Active Member of Project Management Institute,
Northeast Ohio Chapter (PMINEO)