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LAURIE S.

DUNNAVANT
3469 Crestwood Drive 801-556-6252
Salt Lake City, UT ldf2fcb2@westpost.net
SUMMARY
High energy, hands-on management professional with over 25 years experience in
a variety of business functions including Facilities Management, Senior Care, Ca
ll Center Management, Customer Service, Software Implementation and project sche
duling and management, Information Technology, Business Continuity Planning, and
Software Development.
Strong customer-focus grown from managing internal and external call centers an
d software installation and training teams.
Outstanding communication and management skill with employees at all levels. St
rong interpersonal and presentation skills. Extensive experience with hiring and
training employees in compliance with Federal and State requirements.
I work extremely well with people in all walks of life, and have experience wor
king with all levels of an organization.
I have owned and operated a personal care agency in Salt Lake City for a year.
We provide compassionate in-home care for Seniors or anyone else who might need
assistance. We are licensed by the state and passed a recent review by state aud
itors. I wrote our Policy and Procedure manual from start to finish in order to
address all pertinent state rules. The manual passed Utah State Health Departmen
t review on its first submission, with no revisions required. I developed all bu
siness forms and the web site for the company. I perform all accounting, marketi
ng and tax activities.
Strong financial management experience and ability to track details, develop an
d manage budgets.
Excellent technical skills and process orientation. Extremely proficient in Mic
rosoft Office products.

PROFESSIONAL EXPERIENCE
Hugs-n-Hands, Co. 2009 - Present
Hugs-n-Hands provides loving & professional In-Home Care for Seniors or anyone
else needing a little TLC. Our services include: grooming & dressing assistance,
companionship, light housekeeping, transportation, meal preparation, and more.
Founder, Owner, and Caregiver 2009 Present
Founded Hugs-n-Hands, Co. Established legal entity, secured all appropriate lice
nses including the state Personal Care Agency License. I wrote our Policy and Pr
ocedure manual from start to finish in order to address all pertinent state rule
s. The manual passed Utah State Health Department review on its first submission
, with no revisions required. I developed all business forms and the web site fo
r the company. I manage all accounting and marketing activities.
*
3M Health Information Systems, Inc. 1983 - 2009
3M Health Information Systems delivers comprehensive software and consulting ser
vices to help organizations worldwide improve documentation, quality, and financ
ial performance across the healthcare continuum. 3M HIS also provides outstandin
g implementation, training, and customer support services.
Manager, Facilities and Sourcing 2008 - 2009
Managed 6 nationwide facilities, totaling 290,000 sq. ft. Organized and monitor
ed daily operations, employee scheduling, reception, maintenance, repairs, and i
mprovements.
Directed Sourcing Operations including purchasing, accounts payable, purchase o
rder authorization, and invoice authorization.
Led the Capital Equipment Planning Team for the division. Collaborated with bus
iness stakeholders to prioritize and monitor requests and purchases. Started wit
h a $4,000,000 budget and worked to meet a corporate reduction to $2,000,000 for
2009.
Led a team of business unit representatives to create a Business Continuity Pla
n to meet corporate and client standards. Created easy-to-follow standard planni
ng template that accelerated completion of the plan.
Managed all facilities vendors, contractors, and service providers including ja
nitorial, lawn and grounds maintenance, and security alarm companies.
Manager, Data Innovation Product Analysis 2004 2008
Managed software development in the Data Innovation line of products. This is a
significant database product line for 3M HIS and the Product Analysts designed
the product and workflow for all of the individual products in the line.
Worked closely with Marketing and customers to determine market requirements fo
r products.
Planned and scheduled staffing for projects according to customer requirements
and business priorities.
Manager, Facilities, Information Technology & Production 1999 2004
Provided direct management for the Facilities and Production teams. Implemented
Remedy call center software to track facility service requests.
Worked with a small team to create and roll-out a basic Business Continuity Pla
n in 6 weeks.
Managed the IT team supporting technology infrastructure including LAN/WAN, pho
ne systems, network support and network security.
Managed maintenance, enhancement, and support of 3M HIS back-office business sy
stems including Remedy, Clarity, and Siebel.
Provided business analysis and requirements gathering services to the division.
Provided system implementation services on supported applications. Met deadline
s and provided high-quality systems.
Directed the Customer Relationship Management (CRM) Team. As part of that teams
work, we completed a Siebel CRM implementation in 6 months.
Supervised day-to-day operations of the IT Call Center for the HIS division. Ma
intained and improved service processes. Tracked customer satisfaction survey r
esults; averaged a very positive 4.8 on a scale of 1 5.
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Manager, Decision Support Product Analysts 1996 - 1999
Directed software design, testing, and second level customer support efforts of
employees working on 4 product lines in 3 national locations. Managed product
team leaders who were responsible for overall development, schedules, and resour
ces for 3 product lines.
Founded the 3M Health Information Systems (HIS) Innovation and Learning Center
in order to foster continuous learning and innovation for HIS employees nationwi
de.
National Customer Service Manager 1992 - 1996
Managed departments providing toll-free, 24x7 call center support to a nation-w
ide hospital customer base.
Designed, implemented, and acted as primary trainer of a course on corporate di
versity. This course significantly improved employee interaction within the de
partment.
Western Area Field Service Manager 1986 - 1992
Managed a team of employees supporting over 500 existing customers in 20 states
. Scheduled and managed resources involved in software installation and trainin
g for new customers.
Led a team that developed and distributed a comprehensive package of customer t
raining materials for use during the software installation process. This trainin
g package, easily ordered and customized for each customer, helped provide consi
stent high-quality training for external customers.
Eastern Area Customer Service Supervisor 1983 - 1986
Responsible for team of Customer Service Representatives supporting 300 existin
g customers. Directed software installation and customer training efforts.

Burgess & Niple, Limited, Columbus, Ohio 1983


Programmer and Consultant
Wrote an in-house accounts payable package. Provided data processing consulting
services to several municipal utility customers.

Burroughs Corporation, Columbus, Ohio 1981 - 1983


Customer Service Representative
Installed and provided user training for accounting software in a variety of bu
sinesses including school systems and manufacturing plants. Provided continuing
support and troubleshooting service for the installed customer base.

The Delta Gamma Foundation, Columbus, Ohio 1981 - 1983


Bookkeeper
Full responsibility for books and financial statements of a national charitable
foundation.
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EDUCATION
Bachelor of Science, Business Administration Marketing, The Ohio State Universi
ty

CONTINUING EDUCATION
Annual HIPAA training Founding Fellow, Innovation University
3M: Six Sigma Green Belt Training Gallup Great Managers Program
How to Give Exceptional Customer Service 3M: Managing Total Quality
3M: Roadmap to Problem Solving 3M: Management Development Program
3M: Quality College 3M: Supervisory Development Program
University of Utah: Lessons in Leadership 3M: How to Improve Productivity thro
ugh Leadership and Coaching
3M: Selling for the Non-Selling Professional In Search of Excellence: The Semin
ar
Crucial Conversations Super Teams -- Implementing Self-Directed Work Teams

COMMUNITY CONTRIBUTIONS
Volunteer Coordinator, 3M Meals on Wheels Team (15+ years)
Volunteer Adoption Coordinator, Four Paws Animal Shelter