Deanna Baker
Roslindale,MA
Summary
Versatile Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Service Manager
Bayada Home Care
Quincy, MA
04.2023 - 01.2024
- Developed and managed client relationships to ensure satisfaction with services provided.
- Prepared documentation, reports, and logs to identify and manage sales metrics within the office and also with case managers from State Assisted programs.
- Remained calm and professional in stressful circumstances and effectively addressed the situation.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Responsible for resolving complex client caregiver issues and implementing targeted solutions. As well as disciplinary action/termination process.
- Provided leadership, insight and mentoring to newly hired employees
- Managed weekly billing and payroll for clients and caregivers
Office Manager
Floyd A Williams Funeral Home
Dorchester, MA
09.2021 - 03.2023
- Managed office inventory and placed new supply orders.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Provided training to new hires on office policies and procedures.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Supervised staff members, organized schedules and delegated tasks.
- Handled scheduling and managed coordination of all funeral services
- Developed and implemented office policies and procedures.
- Delegated work to staff, setting priorities and goals.
Operations Coordinator
Mass Bay Credit Union
South Boston, MA
10.2019 - 09.2021
- Conducted training sessions for new employees on operational procedures.
- Maintained accurate records of all operational activities.
- Managed communications between departments to ensure efficient operations.
- Allocated resources and materials to respective departments to accommodate needs.
- Liaised between customers and management to ensure smooth operations delivery.
- Analyzed data to identify areas of improvement within the business.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
Lead Resident Assistant
Village at Proprietors Green
Marshfield, MA
09.2017 - 09.2021
- Addressed resident conflicts by mediating conversations between parties involved and implementing appropriate resolution techniques.
- Facilitated weekly floor meetings with RA's to discuss upcoming events and address any concerns
- Served as a resource for resident questions or concerns about their services.
- Reviewed incident reports submitted by Resident Assistants and addressed violations of policy accordingly.
- Provided support to RAs during difficult situations or crisis management scenarios.
- Managed and supervised RA's medication administration, personal hygiene and other activities of daily living they assisted clients with.
Operations Coordinator/Scheduler
SYNERGY HomeCare
Norwood, MA
09.2016 - 09.2019
- Coordinated daily operations activities and assigned tasks to staff members.
- Conducted training sessions for new employees on operational procedures.
- Maintained accurate records of all operational activities.
- Managed and organized meetings, conferences, and other events related to Sales and obtaining new clients.
- Managed field caregivers with schedules, trainings, and disciplinary actions.
- Involved in the hiring process and termination decisions of active employees.
- Managed the opening meetings and assessment of all new cases.
- Developed work plans and schedules for employees to facilitate adequate staffing for service requirements.
Education
Associate of Science -
Bay State College
Boston, MASkills
- Cross-Functional Teamwork
- Strong Leadership
- Client Relationship Building
- Schedule Management
- Training and Mentoring
- Customer Relations
- Client Services
- Schedule Coordination
- Decision-Making
- Client Relations and Retention
- Time Management
- Conflict Resolution Techniques
- Performance Evaluations
Certification
- Hospice Certification
- Certified HHA
- Crisis Management Certification
- Trained by the Alzheimer's Associaiton to train classes on Dementia Care
Timeline
Client Service Manager
Bayada Home Care
04.2023 - 01.2024
Office Manager
Floyd A Williams Funeral Home
09.2021 - 03.2023
Operations Coordinator
Mass Bay Credit Union
10.2019 - 09.2021
Lead Resident Assistant
Village at Proprietors Green
09.2017 - 09.2021
Operations Coordinator/Scheduler
SYNERGY HomeCare
09.2016 - 09.2019
Associate of Science -
Bay State College