Darryl Moore
Quinton,VA
Summary
United States Army Sargent First Class Retiree, seeking to utilize 28 years of management, marketing, team development, personnel management, and analytical problem-solving skills as a manager within a corporate, or governmental, environment. Highly experienced in customer service processes, analyzing market metrics, utilization of SWOT Analysis to development of strategic plans, communicating program outcomes, data analysis, and the creation of community outreach programs designed to increase service and brand awareness. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Client Experience Manager
Christina Pendleton & Associates
11.2022 - 12.2023
- Supervised a national team of client experience specialist to ensure that new client acquisition metrics met with established company standards
- Analyzed processes and developed improvements in new client acquisition process, increased new client retainment rates by 25% for while reducing cost of acquisition by 14% for 2023
- Skilled in use of mathematical principles to track individual team member metrics based on retainment goals for month, quarter, and year
- Mentored new and current client experience specialists in job duties and use of psychology to overcome sales objections and to improve quality of new and existing client interactions and increase client retention rates
- Utilized Eisenhower Matrix to strategically manage time and allocate proper resources to optimize team productivity
- Mentored a 4-member marketing team on how to identify opportunities for community outreach initiatives with the goal of increasing brand awareness
- Reconstructed and oversaw hiring processes and initial training of new client experience specialists
- Developed B2B relationships with partner law firms that focused on providing unqualified clients with resources needed to meet their specific legal needs
- Processed new clients in accordance with established procedures to ensure full understanding of legal situations among litigation and non-litigation attorneys
- Used basic accounting principles to maintain payroll database for all team members
- Proficient in LeadDocket, SmartAdvocate, Aline, and Homecare Homebase CRMs.
- Championed data-driven decision-making by utilizing analytics to identify trends and develop targeted action plans for improvement.
- Championed a company culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.
Home Health & Hospice Account Executive
James River Home Health & Hospice
01.2021 - 11.2022
- Visited Doctor’s Offices, Hospital Discharge Offices, Skilled Nursing Facilities, Assisted Living Communities and other sources of referrals in order to present Home Health and Hospice solutions to Social Workers, Nurses, and Case Managers
- Analyzed past and current marketing data to determine trends in patient needs and adjusted marketing approach to increase probability of market penetration
- Developed evidence-based marketing plan for assigned clients, identifying priority prospects and constructed timelines to implement marketing plan with maximum effectiveness
- Improved referral census from Chippenham Hospital and Johnston-Willis Hospital by 10%
- Frequently met with family members of patients referred to for Hospice Care and coordinated admission onto Hospice with clinical staff
- Improved communication with referring hospitals by utilizing NaviCare to remain in contact with referring hospitals, taught 4 other team members how to utilize this communication tool
- Developed communication protocols using Homecare Hombase to present detailed progress reports to referring physicians so that therapy outcomes could be monitored correctly
- Collaborated with external stakeholders to provide welfare, financial services, and extended healthcare options to senior living community residents to improve quality of care.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Attended networking events to build relationships and identify sales opportunities.
Home Health Coordinator & Area Manager
Brookdale Home Health-Richmond, VA
12.2018 - 01.2021
- Coordinated Physical Therapy, Occupational Therapy, and/or Speech Therapy services for members of the Senior population within the city of Richmond, VA and surrounding counties
- Analyzed quantitative health data and Medicare data to make sound marketing decisions that allowed for the creation of more focused marketing strategies.
- Implemented sales and marketing strategies to increase census from senior residents of Independent Living Communities
- Obtained 12% market penetration of 4 Independent Living Communities
- Provided guidance to two out of state home health branches regarding engagement strategies for Independent Living Community accounts
- Responsible for developing business relationships and establishing health care protocols with 9 new stakeholders, resulting in increased profits for company
- Maintained monthly marketing budget and ROI within corporate standards at 100%
- Submitted budgetary and client case reports in a timely manner
- Ensured effective communication between Home Health Agency and various clinicians and physicians who monitor care of patients while these patients recover from illness, or injury, in their home environment
- Collaborated with leadership of various senior communities by incorporating previous leadership experience to assist in resolving complex critical staffing and employment issues
- Facilitated presentations with residents of 6 Independent Living Communities that focused on creation of healthy lifestyles, disease and chronic illness management, and injury prevention
- Lead training meetings for 8 team members on sales techniques, technology integration into sales processes, and overcoming objections.
- Implemented quality improvement initiatives that resulted in better service delivery and increased client satisfaction rates.
- Collaborated with interdisciplinary teams to develop holistic approaches in addressing complex patient needs.
- Reduced hospital readmission rates by closely monitoring patient progress and adjusting care plans as needed.
Community Relations Manager
Options for Senior America - Richmond, VA
12.2016 - 12.2018
- Met monthly sales standards by adhering to corporate sales strategies; increasing caseloads by 50%
- Drafted, implemented, and analyzed various marketing strategies that were designed to increase brand awareness within the City of Richmond and surrounding counties
- Supervisor of Richmond Coordinator; oversaw all administrative and financial duties for assigned markets.
- Established and cultivated referral relationships with stakeholders who service the health care and multiple complex social needs of the senior community within the City of Richmond and surrounding counties
- Communicated market analysis and budget reports to corporate management on a quarterly basis
- Prepared and presented sales presentations to potential clients that emphasized brand differentiators
- Supervised and developed policies for 53 contracted Care Providers to ensure highest level of care to all clients
- Interrupted and ensured branch stayed in compliance with Virginia State Health Department and Federal Government policies and regulations.
- Stayed within budget for marketing expenses.
- Utilized data analysis tools to track performance metrics and adjust strategies accordingly for continuous improvement.
Department Supervisor
Joint Mortuary Affairs Center - Fort Lee, VA
05.2006 - 12.2016
- Created a professional development program for military instructors using researched education and training techniques, resulting in increased understanding of differentiated instruction, and conflict resolution
- Ensured completion of instructional products through innovative talent management program that resulted in decreased completion dates of training products from 7 years to 3 years
- Prepared quarterly PowerPoint briefings for Fort Lee Command Group and Pentagon Officials that included graphic representations that focused on graduation rates of 250 Initial Entry Trainees, and progress of professional development, marketing, and organizational initiatives
- Served as Operations Manager and supervised 8 Military Instructors and 12 Department of the Army civilians assigned to the Joint Mortuary Affairs Center
- Personnel Manager for Joint Mortuary Affairs Center at Fort Lee, Virginia and mentored and evaluated 260 Soldiers per year
- As Project Manager, lead modernization efforts to the Mortuary Affairs Field Training Exercise Facility improving training outcomes for 260 Soldiers every year by 10%, as measured by evaluations conducted at end of training
- Program Manager for the Casualty Assistance Program.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
Education
Bachelor of Healthcare Administration -
Western Governors University
Salt Lake City, UT04.2025
Skills
- Microsoft Office
- Google Suite
- Publisher
- SharePoint
- QuickBooks
- Wix Website Templates
- YouTube Channel Creation
- Survey Monkey
- Mail Chimp Email Marketing Campaign Management
- Technical / Analytical Writing
- Talent Management
- Fundraising
- Social Media Marketing
- Policy Analysis
- HomeCare HomeBase Patient Manager and CRM
- Referral Source Link CRM
- Zoom
- Microsoft Teams
- LeadDocket CRM
- SmartAdvocate CRM
- Aline CRMs
- Goal Setting and Achievement
- Data-driven decision-making
- Sales Support
- Client Retention Strategies
- Problem-Solving
- Time Management
- Training and mentoring
- Team Building and Leadership
- Exceptional interpersonal communication
- Work Prioritization
- Staff Management
Accomplishments
- Successfully established a process for acquiring new clients for a home health agency from a referral source with no dedicated medical personnel and trained 3 out of state branches to duplicate this process
- Mentored a national team of Client Relation Specialist to record-high retainment rates for Christina Pendleton and Associates by 10% for the calendar year of 2023.
- 28 years of personnel management, policy development, and training development experience
- 10 years of budgeting and data analysis experience with a focus on process improvement and ensuring proper ROI while maintaining COA within acceptable parameters.
- Tasked to conduct Public Speaking Engagements, Quantitative Research, establish Community Outreach programs, and Business Development (B2B and B2C) initiatives.
- 24 years of Operational Analysis, Evaluation of initiative metrics to increase KSA’s
- Research Developer for Department of Defense
- Created informative briefing for all Department of the Army Mortuary Affairs Operation initiatives
- Budget Analysis, Marketing Campaign creation, and Project Management experience
Leadership Development
- U.S. Army Basic Leadership and Management Course - Fort Benning, GA
- U.S. Army Advanced Leadership and Management Course - Fort Lee, VA
Certification
- Lean Six Sigma Green Belt Certification, 2007
- U.S. Army Instructor / Facilitator Certification, 2009
- U.S. Army Acquisition Ethics Certification, 2011
- Systems Approach to Training Certification, 2013
Timeline
Client Experience Manager
Christina Pendleton & Associates
11.2022 - 12.2023
Home Health & Hospice Account Executive
James River Home Health & Hospice
01.2021 - 11.2022
Home Health Coordinator & Area Manager
Brookdale Home Health-Richmond, VA
12.2018 - 01.2021
Community Relations Manager
Options for Senior America - Richmond, VA
12.2016 - 12.2018
Department Supervisor
Joint Mortuary Affairs Center - Fort Lee, VA
05.2006 - 12.2016
Bachelor of Healthcare Administration -
Western Governors University
- Lean Six Sigma Green Belt Certification, 2007
- U.S. Army Instructor / Facilitator Certification, 2009
- U.S. Army Acquisition Ethics Certification, 2011
- Systems Approach to Training Certification, 2013
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