Gene A. Cruz

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• Managed coordinators and engaged in the daily duties. Including, handling HHA call outs, restaffing and handling client concerns and necessary updates. Ensured consistency was provided to clients regarding aides schedule and ensured communication was efficient.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
• Mentored departmental team, boosting efficiency, success and morale among employees.
• Experience working with Homecare Registry, CHRC, HHAExchange and Smartsheet
• Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Identified and communicated customer needs to quality teams.
• Develop retention strategy based on knowledge of establishment and objectives.
• Build consumer resources by researching community services, homecare agencies, and internet sites.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty..
• Created client profiles and updated them with notes regarding, nurse recertification visits, post hospitalization visits, and medication pour visits.
• Recruited RN's and LPN's and credentialed clinical staff.
• Managed and assisted in the "On Call" after hours services. Answered client questions and concerns, handled called outs and restaffed. Completed incident reports and connected with nurses regarding clinical questions.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained inventory of office supplies and placed orders.
• Assisted coworkers and staff members with special tasks on daily basis.
• Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Develop retention strategy based on knowledge of establishment and objectives.
• Build consumer resources by researching community servies, employment agencies, and internet sites.
• Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
• Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
• Managed filing system, entered data and completed other clerical tasks.
• Facilitated timely delivery of special projects to meet organizational and departmental objectives.