DARLA RAY

• Strategized content based on Google Analytics data, geographical targeting, and keyword planning.
• Gathered customer feedback through surveys and social media interactions, guiding improvements in product offerings and service.
• Performed quality control for team content.
• Performed research, content writing, and editing for dissertations, journal articles, and graduate-level academic papers.
• Grant writing, responses to Requests for Information, and Requests for Proposal
• Supervised day-to-day distribution and functions of all writing projects.
• Monitored quality standards and policy adherence and seamlessly executed changes or recommendations.
• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
• Coached employees on company standards and efficiency.
• Implemented organizational systems to maximize program efficiency.
• Researched and authored communications for complaint resolutions, review responses, and online video copy.
• Drafted new technology, white papers, and other technical instructional documents to complete packages.
• Conducted regular competitive analysis, keeping the team abreast of changes in the marketplace and ensuring our offerings remained relevant and appealing to potential customers.
• Maintained detailed logs of all customer interactions, aiding in the analysis of recurring issues and identification of potential solutions.

Developed and maintained a database of high-quality boilerplate copy, enabling faster service and turnaround for time-sensitive projects.

• Recommended 100 copy edits weekly based on knowledge of the target audience and internal and external style guides.
• Utilized Microsoft Suites to prepare four monthly status reports of authored and edited communications and online content projects.
• Produced ten clear, concise, and accurate content documents to reflect the tone and level of authority appropriate to the content.
• Compiled two ongoing lists per week of common usage and style errors to reduce mistakes and improve style consistency.
• Collaborated with editors and page designers to create a polished, attractive product.
• Proofread, edited, and evaluated the final copy to verify content aligned with established guidelines.
• Provided concise and constructive tonal editorial feedback to all team writers.
• Conducted extensive internet and publication research to provide facts and statistics for articles and content.
• Increased website traffic with engaging blog articles on industry trends and product features.
• Managed a diverse portfolio of clients, adapting writing style to suit their unique needs and preferences.

• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free review response content.
• Proved successful working within tight deadlines and fast-paced atmosphere for variety of public-facing materials.
• Completed thorough research into assigned topics.
• Evaluated project requirements and content standards for each project to produce copy in line with creative structure.
• Developed copy while maintaining brand voice and adhering to legal requirements.
• Played instrumental role in creative planning and review sessions, working with resourceful team to elevate quality of content and designs.

• Exercises executive autonomy in decision-making through all phases of service delivery, determining eligibility, planning and assessment, service determination, purchases, and approval of service authorizations.
• Monitors, provide projections, authorizes payments, and manages designation of annual services budget.
• Correctly interprets policy and timely management of deadlines.
• Management of 82 customer accounts with varying levels of service needs.
• Develops, coordinates, and facilitates initial application for services, diagnostic interview, determines eligibility, individual plan of employment, individual education plan, and joint annual review.
• Assists customers in choosing appropriate employment goals by analyzing collective information to determine customers' strengths, resources, priorities, concerns, abilities, capabilities interests, and matching that information to the current job market.
• Exercise excellent time management, detail orientation, follow-through, schedule management, verbal & written communication, and professional customer service.
• Builds and deepens partnerships with healthcare administrators, medical directors, and community resources.
• Conduct comprehensive patient assessments, evaluate patient care plans, research, gather information from multiple sources and present results.
• Identifies issues, analyzes information, and provides solutions to problems.
• Creates spreadsheets, reports, and presentations using Microsoft Excel, Word, and PowerPoint for daily, weekly, and monthly reporting.
• Consulted with interdisciplinary teams to enhance coordination of care, establish medical clearance, and determine the optimal timing of further interventions.
• Liaised with community partners to enhance employment opportunities for individuals with disabilities.
• Drove operational improvements, which resulted in savings and improved profit margins.

• Supervised interns staff.
• Proficient in customer management software (BUI).
• Crisis counseling and intervention, case notes, triage, and screening for clients who were currently suicidal or self-injurious.
• Performed psycho-social evaluations, discharge planning, psycho-education.
• Managed client case, interacted and counseled weekly with clients diagnosed with various forms of anxiety, psychosis, depression, detox, suicidal and homicidal ideations, bi-polar, schizophrenia, and other mental illnesses.
• Led educational seminars and lectures at local community mental health centers to expand awareness of mental health symptoms and issues.
• Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments.
• Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
• Prescribed and monitored psychiatric medications and recommended clinical interventions for acute conditions.
• Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources.

• Conducted and documented eight to ten program intake interviews and assessments and established individual education plans toward student goals.
• One-on-one client case management and bi-weekly status meetings.
• Internal/external recruitment efforts.
• Assisted in grant writing
• Developed recruitment and training presentations and marketing material.
• On-location informational marketing.
• Worked with different disciplines to provide cohesive care to clients.

• Managed overall operations for celebrity guests and tours and provided educational information and hospitality for the audience.
• Managed audience participation queues, hospitality services, box office, reservations, and the compliment and complaint department.
• Developed written media and instructional communications.
• Excellent verbal communication.
• Conducted audience marketing for live broadcasts and studio tapings.
• Team hiring and management.
• Read commercials and announcements into the microphone following prewritten scripts.
• Maintained schedules, managed deadlines, and interfaced with teammates to support production activities.

• Provided supervision for 50 bus drivers and bus attendants.
• Employee training record management and retrain for 150 employees.
• Trained bus drivers for CDL certification.
• Maintenance of bus driver certification training, exams, and records.

• Planned schedules and delegated assignments to meet call center coverage and service demands.
• Managed quality control process to drive th accuracy of performance inputs.
• Delivered specific analyses and insights to define and drive growth across brand key performance indicators.
• Spearheaded continuous improvement initiatives, tracked, analyzed, and executed quality and continuous improvement initiatives to hold departments accountable for performance excellence.
• Developed program plans, goals, objectives, and milestones for evaluating and measuring effectiveness of operations.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Directed training and retraining of employees to boost performance and enhance business results.

• Managed HR functions and daily operations for 18 PBX operators and Physician's Answering Call Center.
• Revised and facilitated department training program.
• Developed and updated department policy and procedure book.
• Prepared public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition, and industry trends.
• Responded to requests for information from media or designated appropriate spokesperson or information source.
• Increased revenues and support business goals by developing public relations strategies and campaigns.
• Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.

• Redesigned workflow processes for patient access and back-office, resulting in reduction of staffing costs system-wide.
• Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
• Represented the voice of the customer internally by sharing feedback from escalated cases with relevant stakeholders for process improvements.
• Served as an advocate for the voice of the customer within the organization, driving continuous improvement initiatives in response to feedback received.
• Implemented regular reviews of existing procedures, ensuring continued relevance in a rapidly evolving business environment.
• Designed innovative solutions that addressed both immediate needs and long-term growth objectives while maintaining compliance with industry regulations and standards.