Alicia Dykes
Hampton
Summary
Dedicated professional with proven performance in management, leadership and communication. Proactive professional with a strong background in driving process improvement initiatives, developing and motivating teams, and increasing customer satisfaction. Adept at identifying and eliminating inefficiencies, reducing costs, and improving operational performance. Able to quickly analyze and adapt to changing business conditions. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to your organization.
Overview
19
19
years of professional experience
Work History
Operations Manager
Century Ambulance Service
Jacksonville
02.2024 - Current
- Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings
- Managed the daily operations of multiple departments to maximize efficiency
- Developed talented team, participating in hiring, coaching, and performance management processes
- Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes
- Established operational policies, procedures, standards, and objectives in alignment with organizational goals
- Ensured effective communication among staff members by providing training when necessary
- Liaised between departments to facilitate smooth workflow across the organization
- Maintained accurate inventory records while ensuring optimal stock levels at all times
- Coordinated and directed financial or budget activities to fund operations, maximize investments, or increase efficiency
- Developed and implemented effective strategies to reduce costs while maintaining quality standards
Human Resources Manager
Century Ambulance Service
Jacksonville
09.2022 - 02.2024
- Collaborated with the CEO and COP to create wage and salary standards for all positions
- Developed department head training, new hire orientation program and engagement/retention programs
- Collaboration with Operations, Communication, Business Development, and Scheduling Departments
- Manage Talent Acquisition and recruitment processes utilizing OnShift, Indeed and LinkedIn
- Facilitate audits by providing records and documentation to auditors and executive team
- Development and revision of staffing protocols, policies, and manuals according to the DOL laws, payroll accounting for employees
- Ensure accurate and timely processing of payroll updates including new hires, terminations, and changes to compensation
- Coordinate performance evaluations for employees, supervisors, and managers
- Conducted and analyzed compensation analysis
Recruiting and Training Coordinator
Century Ambulance Service
Jacksonville
07.2018 - 09.2022
- Played a crucial role in the recruitment and staffing of the organization
- On site and remote support for 4 business areas in the state of Florida
- Leads New Hire Orientation
- Creating and updating job descriptions
- Organizing referral processes, such as managing bonus requests and asking for referrals
- Conducts interviews for all field and admin participants
- Coordinate hiring process by actively working with both management teams and candidates to ensure a positive, high touch candidate experience leading to employment
- Screen field and administrative candidates by reviewing resumes and applications through applicant tracking system (ATS) and conduct phone interviews to evaluate candidates for hire
- Develop relationships with hiring managers to achieve staffing goals and solicit feedback to continue to improve the hiring process
- Present job offers, coordinate start dates, and ensure a smooth and efficient pre-boarding candidate experience
- Participates in recruitment knowledge sharing and best practices with sister companies and HR teams
- Performs administrative and recordkeeping tasks related to staffing changes, which may include layoffs, resignations, terminations, and extended leaves of absence
- Plans and supports company-wide information meetings such as open enrollment, new hire orientation, and meetings to announce or discuss changes in retirement or benefits plans
Paramedic
Century Ambulance Service
Jacksonville
11.2016 - 07.2018
- Perform the tasks of responding to calls that seek medical assistance and check the status of patient condition
- Handle responsibilities of providing first aid service before admitting the patient to the hospital
- Perform responsibilities of administering oral and intravenous medication, if required
- Assign tasks of providing pain relief, dressing wounds and other equipment to stabilize patient’s condition
- Perform surgical procedures like intubation to patients in emergency situations
- Responsible for monitoring patient's condition by using advanced medical equipment
- Handle responsibilities of supervising medical procedures and update relevant medical condition of patients to hospital staff
- Draft run reports of condition and treatment to Director
- Responsible for safety and well-being of EMS crew during shift(s)
- Insuring care of patients it conducted within the protocols outlined by the Medical Director
Team Member/Shift Supervisor/Catering Manager
Moe’s Southwest Grill
Jacksonville
02.2006 - 10.2016
- Create and maintain a fun and friendly work environment that rewards teamwork
- Train, monitor, and reinforce food safety procedures and safe working procedures
- Manage food and labor costs to company standards
- Execute company policies and procedures
- Provide proper training for team members
- Anticipate and identify problems and initiate appropriate corrective action
- Be accurate with money and accountable for register and cash procedures
- Maintain fast, accurate service while meeting and/or exceeding both company and customer expectations
- Maintain a professional appearance while providing excellent customer service
Education
Trilogy EVOC Instructor -
Trilogy International
Tampa, Florida01.2018
Associate of Arts -
Florida State College of Jacksonville
Jacksonville, Florida01.2016
Paramedic State Certificate -
Florida State College of Jacksonville
Jacksonville, Florida01.2016
Emergency Medical Technician State Certificate -
Florida State College of Jacksonville
Jacksonville, Florida01.2014
Skills
- Project management
- Conflict resolution
- Employment/Labor Laws/E Verify
- Employee Relations
- Incident Investigations
- Workers Compensation/ Risk and Safety
- Talent Acquisition
- Creative Problem Solver
- Staff Training/Development
- Customer Service
- Payroll
- Multi-site management
Timeline
Operations Manager
Century Ambulance Service
02.2024 - Current
Human Resources Manager
Century Ambulance Service
09.2022 - 02.2024
Recruiting and Training Coordinator
Century Ambulance Service
07.2018 - 09.2022
Paramedic
Century Ambulance Service
11.2016 - 07.2018
Team Member/Shift Supervisor/Catering Manager
Moe’s Southwest Grill
02.2006 - 10.2016
Trilogy EVOC Instructor -
Trilogy International
Associate of Arts -
Florida State College of Jacksonville
Paramedic State Certificate -
Florida State College of Jacksonville
Emergency Medical Technician State Certificate -
Florida State College of Jacksonville
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