Summary
Overview
Work History
Education
Skills
Accomplishments
Community Engagement
Professional Development
Certification
Timeline
Generic

CHRISSIE RICHARDS

Executive Leader
Dayton,OH

Summary

Highly motivated and accomplished executive leader with a strong business acumen and extensive background in strategic planning, program development, and business growth. Thrives under pressure and excels at multitasking, managing numerous projects, and prioritizing tasks with exceptional attention to detail. Goal-driven and results-oriented, consistently driving success through effective decision-making and fostering collaborative relationships.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Executive Director, Culinary and Nutrition Care, Volunteer, Retail, PBX and Grounds Services

Kettering Health
08.2021 - Current
  • Provides strategic leadership, vision and administrative oversight for multiple services lines within Kettering Health
  • Creation and direction of a leadership team which supports and demonstrates innovation, collaboration, growth, quality outcomes and one best practice standard
  • Development of strategic action plans which support both short- and long-term system goals and are consistent with the organization's mission, vision and values
  • Coordination and standardization of key service line functions to optimize Key Result Area outcomes
  • Effectively provides oversight and development of a $30 million network budget, $10 million in revenues, 550+ employees and 1200+ volunteers
  • Champions continuous improvement - by providing a secure environment in which initiative is encouraged and success is recognized
  • Facilitates learning - by modeling a personal openness to change and professional growth of self and others
  • Fulfills the organization's vision by providing the framework to accomplish the goals of the strategic plan and key result areas
  • Responsible for the development and maintenance of marketing and business plans for areas where accountable
  • Directs, Recruits, and evaluates the performance of senior-level leadership in areas where accountable
  • Responsible for integration of culinary services and retail product into the total patient care experience and KH system
  • Develops and manages financial strategies, processes and tools which drive food service, retail and DME revenues while optimizing expenses
  • Maintains awareness of market trends in the food service and retail industry, understands forthcoming customer initiatives and monitors what local competitors are doing
  • Works with outside organizations including high schools, universities, and other outside programs to create partnerships which will support the community and allow for growth within our KH workforce, Volunteer Programs and Kettering College
  • Leads and Directs DME business practices to ensure all CMS and Accreditation requirements are met and maintained
  • Works with internal leadership to ensure insurance contracts with Medicare and Commercial Insurance carriers are created and maintained to meet business and patient needs
  • Works with KH Administration, Physicians and Hospital Staff to determine proper emergency preparedness and procedures as it involves PBX
  • Provides executive leadership to Grounds Services which includes, contract negotiations, review and approval of project proposals and development of 3-5 year capital plans
  • Ensures full regulatory compliance for all areas where accountable

Network Director, Volunteer, Retail and PBX Services

Kettering Health
10.2010 - 08.2021
  • Directs, recruits and evaluates the performance of manager-level staff in areas where accountable
  • Effectively manages and maintains financial performance of a budget totaling over $9,000,000
  • Leads 1600+ volunteers within Kettering Health (KH)
  • Sets strategic direction for all KH Volunteer Programs
  • Develops, implements and maintains an aligned KH volunteer program model for all network volunteer operations
  • Conducts an ongoing evaluation of the network programs and services delivered by volunteers and implements improvements as necessary
  • Establishes and directs Kettering Health Network volunteer partnerships with organizations and educational systems within the community
  • Promotes and maintains morale of individual volunteers and their effectiveness as a group through providing an environment in which volunteer management and support staff feel respected and informed
  • Directs the overall operations of multiple KH retail locations
  • Develops and executes short and long-term strategic plans to increase operational efficiency and consistently improve financial performance for all retail and DME locations
  • Maintains awareness of the overall retail environment including indirect competition, market awareness and industry trends
  • Guides purchases and evaluates merchandise for stores: medical products for patients, health and wellness items, popular gift items and general store products
  • Responsible for integration of products into the total patient care experience and health care system
  • Effectively directs the network's uniform sales operations maintaining a tight control on inventory and finances
  • Leads and directs the DME business practices within the Boutique and Spa to ensure all CMS and accreditation requirements are met and maintained
  • Works with internal leadership to ensure insurance contracts with Medicare and commercial insurance carriers are created and maintained to meet business and patient needs
  • Works with local organizations to promote the retail brand and DME services including but not limited to American Cancer Society, Cancer Support Community, Pink Ribbon Girls, Pink Ribbon Driven and Maple Tree Cancer Alliance
  • Responsible for the development and maintenance of a marketing and business plan for the Cancer Center Boutique and Spa
  • Directs and accountable for the network's PBX department which services 8 hospital locations and 70+ satellite facilities
  • Ensures top quality customer service is provided and emergency processes and communications are done efficiently, accurately and effectively
  • Works with KH administration, physicians and hospital staff to determine proper emergency preparedness and procedures as it involves the PBX leadership and staff

Retail Manager and Buyer

Kettering Health
05.2007 - 10.2010
  • Built customer clientele by making the customer experience a top priority by staff embracing the attitude of “Every Customer, Every Time, Everywhere”
  • Effectively directed and implemented priorities to achieve sales and service goals
  • Actively recruited, hired, trained and supervised retail staff members for multiple locations
  • Ensured departmental financial performance was supported by effective expense control, payroll management, cash management and loss prevention procedures
  • Maintained technical knowledge as needed for store equipment functions and operations
  • Determined item selection, inventory turn and pricing
  • Developed product strategies for seasonal and key clinical trends
  • Developed an effective process for inventory and receiving procedures
  • Maintained appropriate sales margin levels
  • Ensured daily store maintenance and visual merchandising expectations for all locations were established and maintained
  • Developed marketing plans and built the retail brand through the development of: retail services, care assistance, product information and store promotions
  • Managed the retail brand within all areas of integration: public relations, internal packaging, patient care, staff knowledge
  • Maintained awareness of market trends in the retail industry by understanding forthcoming customer initiatives and monitoring what local competitors were doing

Coordinator, Customer Service and Volunteers

Kettering Medical Center
09.2004 - 05.2007
  • Routinely assisted Director with patient satisfaction reports and data and in her absence worked with leaders as needed
  • Provided Service Excellence training and coaching for hospital staff
  • Co-chaired the Service Recovery Team to design and implement service recovery strategies and procedures for the organization
  • Co-chaired the logistics team responsible for set up and participated as a member of the curriculum team responsible for content of Leadership Development meetings and training events held for KMC Managers, Directors and Executives
  • Served as a member of the Inpatient/Outpatient Customer Satisfaction Team to develop ideas and techniques that would increase customer satisfaction within the organization
  • Implemented customer service training for Welcome Desk volunteers and staff
  • Department of 500+ Volunteers - Recruited, interviewed, oriented and assigned volunteers
  • Managed, interviewed, hired, and evaluated the performance of information desk staff and volunteers
  • Developed and implemented goals and objectives for the volunteer program which reflected the mission of the organization
  • Created, administered, and reviewed policies and procedures which guided the volunteer program and services, and reflected the overall values of the organization
  • Coordinated fundraising events for the hospital volunteer department
  • Managed and monitored department fundraising accounts
  • Oriented volunteers to increase their understanding of the organization, its customers, its services and the role and responsibilities of volunteers
  • Planned and implemented formal and informal volunteer recognition activities to recognize the contribution of volunteers to the organization

Director of Events and Sales

The Golf Club at Yankee Trace
03.2001 - 09.2004
  • Made customer service a top priority to attract new customers and ensure customer loyalty
  • Scheduled, planned and directed events
  • Managed, recruited, trained, monitored, and evaluated the activity of event and sales staff of 50+ employees
  • Contacted representatives of businesses, associations and social groups to introduce banquet facilities and services offered at Yankee Trace
  • Researched and developed marketing and sales strategies for Yankee Trace Restaurant and Banquets
  • Managed yearly sales revenues and budget of over $750,000
  • Generated catering contracts, guidelines and menus for business and social events
  • Coordinated catering, entertainment, floral and decoration needs for groups of 10-450 guests

Senior Manager

General Nutrition Center
10.1998 - 12.2000
  • Supervised and effectively managed the financial performance of six GNC stores in the Cincinnati/Dayton region with a great focus on customer service and sales
  • Recruited, interviewed, hired, trained, scheduled, evaluated the performance of managers and staff
  • Monitored daily sales and merchandising activities
  • Ordered and replenished inventory daily
  • Supervised and completed promotions and markdowns
  • Merchandised stores and set up product displays
  • Organized, prepared and completed annual physical inventory
  • Coordinated and facilitated meetings for the region's store managers

Education

Bachelor of Arts - Organizational Communications

Miami University
Oxford, Ohio

Master's Degree - Organizational Leadership

Indiana Wesleyan
Marion, Indiana

Skills

  • Budgeting and financial management

  • Healthcare Management

  • Leadership Development

  • Operational Strategy

  • Process Improvement

  • Innovation Management

  • Collaborative leadership

  • Marketing Strategy

  • Business Acumen

  • Strategic leadership and planning

  • Project management

  • Budgeting and financial management

Accomplishments

  • Successfully launched 3 new retail locations and 1 DME business within Kettering Health. This included market research, business plan development, store design and layout, selection of products and services, marketing strategies and accreditation requirements.
  • Effectively developed and implemented an operational plan for Kettering Health Volunteers and Retail Services which resulted in an ongoing annual savings of more than $600,000.
  • Successfully developed and implemented an operational plan for Kettering Health Culinary and Nutrition Care Services, resulting in a 1.4-million-dollar reoccurring annual savings.
  • Selected by Kettering Health Executive Team to participate in an 18-month Fellowship Program. Completed program – 09/2016.
  • Effectively directed all clubhouse tournament functions for the Nationwide-Dayton Open PGA Golf Tournament. Held at Yankee Trace in 06/2001, 07/2002, and 07/2003.
  • Evaluated and renegotiated vendor contracts and developed and implemented a new organizational structure for Grounds Services at Kettering Health which provided the system with an ongoing $450,000 annual savings.

Community Engagement

  • Kettering City Schools Board of Education, Elected Board Member, 01/2023, Present
  • Kettering City Schools Forward Foundation Board of Directors, Board Member, 02/2022, 01/2023
  • Woodhaven Swim and Tennis Club Board of Directors, Vice President, 11/2018, 10/2021

Professional Development

  • ETail West Conference, Palm Springs, CA, 02/2020, The future of omnichannel, Aligning with new consumer mindset, Creative content and brand strategies, Customer engagement and retention.
  • Focus Conference, Tampa, FL, 02/2020, Product innovations and clinical use, Areas of opportunity for business growth, Medicare audits, Reimbursements and impact on business, Marketing opportunities and new methods of communicating with patients and referral sources.
  • The Advisory Board Fellowship Program, 09/2016, Completion (FABC)
  • Development Dimensions International, Coaching for Improvement, Managing Performance Problems, Coaching for Success, Working as a Team, Mentoring Tomorrow's Leaders, Organizational Excellence I, II and III
  • OSBA Capital Conference, Columbus, Ohio, 11/2023 and 11/2024, Nationally acclaimed keynote speakers, breakout sessions and informational seminars focused on creative solutions and proactive approaches to a wide spectrum of public education challenges and opportunities.


Certification

Fellow Advisory Board Certification (FABC)

Timeline

Executive Director, Culinary and Nutrition Care, Volunteer, Retail, PBX and Grounds Services

Kettering Health
08.2021 - Current

Network Director, Volunteer, Retail and PBX Services

Kettering Health
10.2010 - 08.2021

Retail Manager and Buyer

Kettering Health
05.2007 - 10.2010

Coordinator, Customer Service and Volunteers

Kettering Medical Center
09.2004 - 05.2007

Director of Events and Sales

The Golf Club at Yankee Trace
03.2001 - 09.2004

Senior Manager

General Nutrition Center
10.1998 - 12.2000

Master's Degree - Organizational Leadership

Indiana Wesleyan

Bachelor of Arts - Organizational Communications

Miami University

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CHRISSIE RICHARDSExecutive Leader