Danielle Lorusso
Ocean Gate,NJ
Summary
Compassionate Life Enrichment Coordinator with experience offering comprehensive resident care in Long Term Care environments. Works well with diverse resident populations and fosters trusting relationships to improve outcomes. Efficiently coordinate with healthcare professionals to advance resident care. Dedicated individual with a progressive career history in direct patient care, and care coordination in fast-paced environment. Proven to remain calm under pressure and skillfully handle difficult residents and high-stress situations. Consistently developing strong relationships with residents and families through empathetic communication, respectful attitude and excellent customer service. Resumed responsibilities as a team lead , coordinator of activities, Point Click Care, Lifeloop and Memory Care professional.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Life Enrichment Coordinator
Willow Springs Rehabilitation & Healthcare Center
Brick, NJ
06.2023 - Current
- Developed and implemented individualized life enrichment plans for residents.
- Organized social activities, exercise programs, and educational classes to encourage resident participation.
- Conducted assessments of resident needs and interests to ensure appropriate programming.
- Coordinated with outside vendors to provide additional recreational opportunities.
- Assisted in the coordination of special events including holidays, birthdays, and other celebrations.
- Provided one-on-one counseling sessions with residents to discuss personal matters and address behavioral issues.
- Facilitated group interactions between residents to promote positive relationships among them.
- Maintained records of attendance, program evaluations, and feedback from residents.
- Collaborated with care staff to develop strategies for enhancing quality of life for each resident.
- Ensured that all activities are conducted safely by monitoring participants during sessions.
- Educated family members on available resources and services offered through the facility.
- Created a welcoming environment in the activity room by ensuring cleanliness and organization of supplies.
- Managed inventory of equipment used in recreational activities such as games, puzzles, books .
- Performed administrative duties such as scheduling appointments or completing paperwork related to activities and programs.
- Assisted in training new staff members on policies and procedures related to life enrichment services.
- Provided guidance and support to team members when dealing with challenging situations involving residents.
- Developed special one-on-one programs for when residents were ill or unable to take part in group activities.
- Implemented and supervised an average of 240 monthly activities for 40+ residents.
- Reviewed and evaluated programs for compliance with state, local and federal regulations.
- Prepared and maintained personnel reports and records for officials and agencies.
- Created monthly calendars.
- Staff Scheduling.
- Monitored resident progress and assisted residents and staff with resolving problems.
Assistant Customer Service Manager
Boscovs
Toms River, NJ
09.2011 - 12.2021
- Assisted customers with inquiries, complaints and feedback.
- Monitored customer service performance against established standards.
- Conducted performance reviews for customer service staff.
- Identified training needs to improve customer service quality.
- Developed strategies to increase customer satisfaction levels.
- Resolved escalated customer issues in a timely manner.
- Maintained records of all customer interactions and transactions.
- Trained new employees on company policies, procedures and practices related to customer service roles.
- Ensured compliance with industry regulations regarding customer relations.
- Managed the recruitment process of new customer service personnel.
- Provided guidance to the team regarding operational tasks such as billing, refunds and returns.
- Participated in regular meetings with senior management concerning strategic planning initiatives aimed at enhancing overall customer experience.
- Organized events focused on improving relationships between customers and the organization.
- Consulted with customers regarding needs and addressed concerns.
- Drove customer escalations to resolution by engaging directly with clients.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Interviewed, hired and trained staff to meet company objectives.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Oversaw 32 employees on a consistent basis.
- Responsible for taking appropriate disciplinary action regarding employees.
Education
High School Diploma -
Central Regional High School
Bayville, NJ06-2010
Skills
- Documentation And Reporting
- Activity Coordination
- Innovation and Creativity
- Activity Planning
- Recordkeeping
- Volunteer Management
- Scheduling oversight
- Issue Resolution
- Collaboration
- Records Management
- Effective collaboration and interaction
- Relationship Building
- Performance Evaluations
- Attention to Detail
- Staff Development
- Disciplinary Actions
- Administrative Staff Coordination
- Instructional Design
- Staff Supervision
- Time Management
- Problem-Solving
- Adaptability
- Organizational Leadership
- Effective Communication
- Continuous Improvement
- Federal compliance
- Videoconferencing expertise
- Documentation
- Records Maintenance
- Point Click Care
- LifeLoop
Certification
- Dementia Practitioner Certification – National Council of Certified Dementia Practitioners.
Timeline
Life Enrichment Coordinator
Willow Springs Rehabilitation & Healthcare Center
06.2023 - Current
Assistant Customer Service Manager
Boscovs
09.2011 - 12.2021
High School Diploma -
Central Regional High School
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