Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Holly Gerdes

Roanoke,IL

Summary

Dynamic Agency Manager at Victory Home Care with a proven track record in operations management and staff development. Achieved consistent revenue growth through strategic planning and relationship building. Expert in compliance and training, fostering a culture of accountability while enhancing client satisfaction and retention. Strong communicator dedicated to continuous improvement.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Agency Manager

Victory Home Care
04.2019 - 06.2025
  • Managed staff performance of staff by proactively addressing deficiencies and training weaknesses.
  • Leveraged technology platforms for efficient management of client accounts, policy changes, claims processing, and billing inquiries.
  • Maintained compliance with industry regulations by conducting regular audits of policies, procedures, and employee practices.
  • Maintained personnel files and regularly conducted audits to verify accuracy of information.
  • Developed strong relationships with key clients, resulting in increased client satisfaction and retention rates.
  • Optimized resource allocation by monitoring agent productivity levels and adjusting staffing as needed for maximum efficiency.
  • Achieved consistent year-over-year growth in both revenue generation and client acquisition through strategic planning and execution.
  • Protected client and co-worker confidentiality, maintained data privacy compliance and adhered to HIPAA restrictions.
  • Managed agency budget and finances, implementing cost-saving measures while maintaining a high level of service quality for clients.
  • Implemented targeted marketing campaigns to generate new business leads and increase market share within the region.
  • Streamlined internal processes to improve overall efficiency and reduce operating costs for the agency.
  • Networked and assisted county, state and federal government agencies.
  • Continuously sought opportunities for professional development through training courses, seminars, and industry conferences, ensuring an up-to-date knowledge base.
  • Answered phone calls and e-mails regarding inquiries and arranged meetings for official business.
  • Approved staff hiring, termination, promotions and department transfers.
  • Complied with Type laws and funding requirements at each level of government from local to federal.
  • Fostered strong relationships with community partners, participating in local events to increase brand awareness and promote the agency''s commitment to customer satisfaction.
  • Built a culture of accountability within the organization by establishing clear expectations for individual performance.
  • Assisted in recruiting, hiring and training of team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reported issues to higher management with great detail.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Interacted well with customers to build connections and nurture relationships.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Nursing Administration Staffing Coordinator

Roanoke Apostolic Christian Home
06.1997 - 04.2019
  • Coordinated orientation programs for newly hired nurses that facilitated seamless integration into their respective care teams.
  • Enhanced patient care by coordinating nursing staff schedules and assignments to ensure optimal coverage.
  • Managed temporary staffing arrangements during periods of increased demand or personnel shortages to maintain consistent levels of patient care quality.
  • Evaluated current scheduling practices regularly to identify areas for improvement or optimization based on evolving organizational needs.
  • Developed and implemented effective staffing plans to address changing patient needs and maintain high-quality care standards.
  • Streamlined communication between nursing departments, resulting in improved efficiency and collaboration.
  • Handled day-to-day administrative tasks such as maintaining accurate records of staff hours worked, time off requests, and credentialing documentation for regulatory compliance purposes.
  • Ensured compliance with state regulations by monitoring nurse-to-patient ratios at all times.
  • Provided support to nursing administrators by maintaining accurate records of staff credentials, licenses, and continuing education requirements.
  • Contributed to the development of policies and procedures related to staffing coordination within the organization, ensuring alignment with best practices in nursing administration.
  • Improved employee retention rates by addressing concerns promptly and implementing strategies aimed at increasing job satisfaction among the nursing team.
  • Reduced overtime costs by analyzing staffing patterns and making recommendations for schedule adjustments as needed.
  • Served as a liaison between human resources department, nursing administration, and clinical staff to resolve staffing issues promptly.
  • Assisted with the recruitment, hiring, and onboarding processes for new nursing staff, ensuring seamless integration into the team.
  • Assisted with writing job postings and job descriptions for boards.
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Collaborated with managers to identify and address employee relations issues.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Conducted performance reviews and provided feedback to managers on employee performance.

Education

Diploma - General

Roanoke Benson High School
Roanoke, IL
05.2000

Skills

  • Relationship building
  • Operations management
  • Staff training
  • Sales growth
  • Staff development
  • Agency operations
  • Teamwork
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team leadership
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Effective leader
  • Customer relations
  • Operational efficiency
  • Staff training/development
  • Team building
  • Employee motivation
  • Self motivation
  • Interpersonal skills
  • Customer relationship management
  • Conflict resolution
  • Recruitment and hiring
  • Goal setting
  • Professionalism
  • Staff management
  • Scheduling
  • Hiring and onboarding
  • Inventory control
  • Continuous improvement
  • Delegating work
  • Performance evaluation and monitoring
  • Staff hiring
  • Employee scheduling
  • Training management
  • Staff scheduling
  • Employee development
  • Administrative management
  • Payroll administration and timekeeping
  • Performance improvements
  • Operations oversight

Certification

CNA

Timeline

Agency Manager

Victory Home Care
04.2019 - 06.2025

Nursing Administration Staffing Coordinator

Roanoke Apostolic Christian Home
06.1997 - 04.2019

Diploma - General

Roanoke Benson High School

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Holly Gerdes