Summary
Overview
Work History
Education
Skills
Timeline
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Crista Williams

Osage Beach,MO

Summary

Dynamic Hospital Manager with a proven track record at Not Just 4 Paws Animal Hospital, enhancing operational efficiency and employee performance through effective training and communication strategies. Skilled in human resources management and conflict resolution, I fostered a culture of excellence, resulting in improved patient satisfaction and staff retention.

Overview

27
27
years of professional experience

Work History

Hospital Manager

Not Just 4 Paws Animal Hospital
01.2021 - Current
  • Evaluated employee performance regularly, providing constructive feedback to support growth and skill development within the organization.
  • Reviewed work procedures and operational problems to determine ways to improve service, performance and safety.
  • Organized and directed worker training programs to resolve personnel problems, hire new staff and evaluate employee performance.
  • Directed, supervised and evaluated work activities of 25- member medical, nursing, technical, clerical and maintenance team.
  • Compiled and analyzed accounting records and other data to determine required financial resources to implement new programs and services.
  • Arranged for equipment maintenance and repairs and coordinated variety of services such as waste removal and pest control.
  • Established work schedules and assignments for staff, taking into account workload, space and equipment availability.
  • Improved patient satisfaction by implementing effective communication strategies between hospital staff and patients.
  • Ensured compliance with state and federal regulations by conducting thorough audits of hospital procedures and documentation.
  • Enhanced employee morale and retention by fostering a positive work environment through team-building activities and open communication channels.
  • Increased efficiency in hospital operations by streamlining processes and implementing best practices in management techniques.
  • Collaborated with medical professionals to develop comprehensive care plans that resulted in improved patient outcomes.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Defined testing protocols, quality assurance initiatives and clinic policies and procedures.

Customer Service Lead/Manager

Mars - VCA Animal Hospitals/Blue Pearl Specialty & ER
01.2016 - 01.2021
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
  • Organized regular team meetings to share best practices, driving continuous improvement within the department.
  • Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
  • Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved accounting discrepancies.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Managed and motivated employees to be productive and engaged in work.


Chief Operating Officer

Stroobant Insurance Services, Inc.
11.1998 - 12.2015
  • Oversaw the implementation of new technologies to modernize processes and improve overall organizational efficiency.
  • Developed strong relationships with key stakeholders to ensure alignment of business objectives and priorities.
  • Implemented data-driven decision-making processes to identify trends, areas for improvement, and potential risks in daily operations.
  • Improved employee performance with consistent coaching, feedback, and professional development opportunities.
  • Provided regular reports on operations performance, highlighting successes as well as areas requiring attention or improvement.
  • Collaborated with other executives to develop comprehensive strategies that support long-term financial stability and growth opportunities.
  • Promoted a culture of innovation by encouraging creative problem-solving techniques among team members at all levels.
  • Ensured compliance with industry regulations, company policies, and best practices for all operational activities.
  • Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Managed financial, operational and human resources to optimize business performance.
  • Represented organization at industry conferences and events.
  • Monitored key business risks and established risk management procedures.
  • Maintained P&L and shouldered corporate fiscal responsibility.

Education

No Degree - English Arts

Mt. San Antonio College
Walnut, CA

High School Diploma -

Don San Antonio Lugo
Chino, CA
06-1989

Skills

  • Operations management
  • Human resources management
  • Teamwork and collaboration
  • Reliability
  • Excellent communication
  • Critical thinking
  • Verbal and written communication
  • Decision-making
  • Operational efficiency
  • Employee supervision
  • Interpersonal skills
  • Conflict resolution
  • Problem-solving abilities

Timeline

Hospital Manager

Not Just 4 Paws Animal Hospital
01.2021 - Current

Customer Service Lead/Manager

Mars - VCA Animal Hospitals/Blue Pearl Specialty & ER
01.2016 - 01.2021

Chief Operating Officer

Stroobant Insurance Services, Inc.
11.1998 - 12.2015

No Degree - English Arts

Mt. San Antonio College

High School Diploma -

Don San Antonio Lugo

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