Bernadette Casias
Okhay Owinegh
Summary
Results-driven Office Manager with a proven track record in customer service, team leadership, and operational efficiency. Expertise in implementing systems that enhance client interactions and drive team success.
Overview
37
37
years of professional experience
Work History
Office Manager
Homes Direct of Espanola
Espanola, Nm
11.2019 - Current
- Led sales team to achieve quarterly targets through strategic planning and performance analysis.
- Implemented customer relationship management systems to streamline sales processes and improve client interactions.
- Conducted regular performance reviews, providing constructive feedback to enhance team productivity and morale.
- Executed negotiation strategies to close high-value sales, ensuring favorable terms for both clients and company.
- Organized successful community events that generated increased interest in available properties and fostered positive brand recognition.
- Participated in industry conferences and networking events, staying current on emerging trends and best practices within the new home sales market.
- Drove sales by developing multi-million dollar contract sales amongst local tribes.
Co-Owner
Total Health Recovery
Northern New Mexico Mobile/Espanola
01.2016 - 01.2018
- Developed operational strategies to enhance overall efficiency and service delivery.
- Established partnerships with local health organizations to broaden community outreach programs.
- Led staff training sessions to improve customer service and adherence to health guidelines.
- Analyzed client feedback to refine services and address emerging health trends effectively.
- Oversaw financial management, ensuring budget adherence while maximizing resource allocation.
- Collaborated with co-owner on strategic planning initiatives for long-term business success.
- Improved customer satisfaction ratings by consistently delivering high-quality products and services.
- Mentored employees to improve work performance, promoting professional development and growth within the company.
- Provided intensive treatment program for substance abuse treatment to different villages in Northern New Mexico.
- Collaborated with healthcare providers/courtrooms/hospitals for potential clientele.
Date Entry Operator/Receptionist Administrator
New Mexico State Supreme Court
Santa Fe, NM
01.2014 - 01.2015
- Operated and maintained courtroom technology to support judicial proceedings.
- Camera control during court hearing.
- Data entry of new and upcoming/retired public service or Attorney within the state of New Mexico.
- Set up chambers monthly meeting room for Honorable Chief Judges.
- Catering, set up and formal procedure layouts and materials needed.
Residential Program Director
Hoy Recovery Program
Espanola, NM
01.2008 - 01.2012
- Facilitated crisis intervention strategies, maintaining a safe environment while supporting resident needs effectively.
- Launched efforts towards sustainable practices within the facility, reducing overall environmental impact while maintaining high-quality service delivery.
- Cultivated a culture of respect, dignity, and inclusivity throughout the residential community.
- Developed strong community partnerships to enhance resources and opportunities available to residents within the program.
- Managed a team of staff members, providing ongoing training, support, and performance evaluations for continuous improvement.
- Assessed community needs and identified resources for social and community service programs.
- Analyzed trends and data to inform decision-making and program development.
- Scheduling for shifts
- Facilitated group scheduling.
- Quality of assurance on Councilor/Client folders.
- Screen appropriate intake clients.
- 24 hour on call.
Senior Program Director
Eight Northern ENIPC
Espanola, NM
01.2008 - 01.2011
- Led program development initiatives to enhance organizational effectiveness and service delivery.
- Evaluated program performance metrics, driving data-informed decisions for enhanced outcomes.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Recruited and trained staff and volunteers to upgrade collective team skills.
- Designed customized training programs to enhance staff knowledge and skills in key areas of responsibility.
- Negotiated program contracts and agreements to obtain cost-effective pricing.
- Coordinated with regulatory bodies to ensure program compliance with all local, state, and federal regulations. Renewed RFP's for future funding through federal government.
- Collaborated with governing body of 8 ENIPC Honorable Governors to update on program growth and objectives for forth coming.
- Collaborate with Indian Health Service Dietician for menu planning on senior program sites.
- In state and out of state travel for collaboration with other senior programs.
Quality Manager
Amity/Amistad
Española, NM
01.2007 - 12.2007
- Developed and maintained internal auditing processes to identify areas for improvement.
- Analyzed quality data trends to drive strategic decisions for process enhancements.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
- Improved quality processes for increased efficiency and effectiveness.
Adolescent at Risk Counselor
Espanola Public Schools
Espanola, NM
01.2005 - 01.2007
- Collaborated with teachers and administrators to create supportive environments for student success.
- Led crisis intervention initiatives, offering immediate support during critical incidents affecting student well-being.
- Advocated for resources and programs that address diverse student needs within the school community.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
Clinical Supervisor
Pueblo of Santa Clara Rehabilitation Center
Espanola, NM
01.1989 - 01.2005
- Supervised clinical staff, ensuring adherence to best practices and compliance with regulations.
- Developed and implemented treatment plans tailored to individual client needs.
- Conducted regular performance evaluations, providing constructive feedback for staff development.
- Coordinated interdisciplinary team meetings to enhance communication and collaboration among healthcare providers.
- Analyzed patient outcomes to identify areas for program improvement and implementation of evidence-based practices.
- Facilitated training sessions on clinical protocols and therapeutic techniques for staff development initiatives.
- Improved patient outcomes by implementing evidence-based treatment plans and clinical interventions.
- Managed caseloads effectively, ensuring timely assessments, treatment planning, and progress monitoring.
- Ensured compliance with regulatory standards by conducting regular audits of clinical records and procedures.
- Mentored junior staff members in clinical best practices, contributing to a culture of continuous learning and professional growth.
- Streamlined documentation processes, reducing administrative workload for clinicians and improving efficiency.
- Implemented performance improvement initiatives focused on enhancing client experience and service quality.
Education
Associate of Science - Substance Abuse Counselor
Sipi
Albuqueruque, NM08-1991
Skills
- Customer service
- Office management
- Organizational skills
- Office administration
- Billing
- Scheduling and calendar management
- Administrative support
- Clerical support
- Mail handling
- Credit and collections
- Inventory control
- Staff management
- Operations management
- Human resources
- Staff hiring
- Supply management
- Administrative oversight
- Employee training
- Documentation and control
- Training and coaching
- Policy implementation
- Team supervision
- Expense reporting
- Event coordination
- Database administration
- Compliance monitoring
- Policy development
- Contract administration
- Information protection
- Workforce management
- Proposal writing
- Senior leadership support
- Phone and email etiquette
- Customer service management
- Verbal and written communication
Languages
English
Timeline
Office Manager
Homes Direct of Espanola
11.2019 - Current
Co-Owner
Total Health Recovery
01.2016 - 01.2018
Date Entry Operator/Receptionist Administrator
New Mexico State Supreme Court
01.2014 - 01.2015
Residential Program Director
Hoy Recovery Program
01.2008 - 01.2012
Senior Program Director
Eight Northern ENIPC
01.2008 - 01.2011
Quality Manager
Amity/Amistad
01.2007 - 12.2007
Adolescent at Risk Counselor
Espanola Public Schools
01.2005 - 01.2007
Clinical Supervisor
Pueblo of Santa Clara Rehabilitation Center
01.1989 - 01.2005
Associate of Science - Substance Abuse Counselor
Sipi