Jane Verlander
Spring Hill
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Meticulous Management excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Healthcare, Finance and Legal. Empathetic, people-oriented professional driven to exceed company standards required for business and specialist needs. Willingness to learn, solve problems and acquire new skills to apply to working environment. Attention to detail with excellent communication skills to foster positive relationships and improve profitability
Overview
21
21
years of professional experience
1
1
Certification
Work History
Operations Manager
Home Instead
10.2023 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Client Care Coordinator
Home Instead
02.2023 - 10.2023
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Conducted case management activities and services with multidisciplinary team.
- Provided suggestions for process, application or documentation improvement.
- Cross-trained and provided backup support for organizational leadership.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Follow up calls to all new client inquiries, converted leads to Care Consults
- Attended Care Consults and converted to new clients, maximizing hours needed and provide the right caregiver to the client.
- Followed up on all clients to maintain relationships and monitor changes in condition.
Client Care Coordinator//HR Recruiter Coordinator
Visiting Angels
11.2020 - 02.2023
- Supported patient care excellence via planning and interpretation of programs.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Completed resident assessments in accordance with current regulations and guidelines.
- Updated policies and procedures, leading continuous improvement of resident assessments and care.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Recruitment of new CNAs/HHAs
- Interviewing applicants/ collecting all documentation
Client Care Coordinator
Home Instead Senior Care Zephyrhills
04.2019 - 11.2020
- Maintain and foster relations with clients and caregivers
- Performed Monthly home visits and phone calls to check on client welfare and standard of care offered
- Resolve complaints quickly and efficiently to clients satisfaction
- Scheduling caregiver shifts
- Assisted with Monthly Dementia Support Group at Wesley Chapel Hospital
- Teach new hire caregivers basic caregiving course each week
- Public speaking at quarterly caregiver meetings
- Maintained all client files both hard copy and filing and storing information in the cloud
- Maintain excel spread sheet of all clients and schedules
- On call phone out of hours and weekends
- Establish regular contact with clients family members
- Handled all incoming new client enquiries with an 85% rate of scheduling consults and turning consults into new clients
- Visit clients homes for assessments for care needs
Forensic Project Coordinator/Records Custodian
Bracken Engineering/JS Held LLC
11.2017 - 02.2019
- Coordinated and scheduled engineering site visits for multiple structural engineers state wide
- In charge of all litigated projects from data entry or new claim to project settlement
- Forged and maintained excellent working relationships with attorneys and claims adjustors
- Schedule trials, depositions and site visits
- Provided administrative duties for engineers from scheduling site visits, go to meetings, telephone conferences
- Handled 621 projects in 2018
- Created new system to accurately track subpoenas
- Requested wind, hail, lightening and roof scope reports
- Proofread all engineer reports prior to issuing to client
- Processed all invoices and issued to clients
Sheltered Housing Officer
Caerphilly County Borough Council
05.2003 - 09.2017
- Administration, management and maintenance of 6 Independent Living Centers. Ranging from 28 residents to 74 residents
- Management of all onsite staff
- Coordinating repairs with contractors
- Coordinating care services such as social services, doctors, emergency services and home care to residents when needed
- Carried out all health and safety checks of building including fire alarm and emergency exits
- Provided daily wellness checks on residents
- Coordinated all activities in the centers
- Maintained good relationships with family members and residents
- Scheduled and chaired monthly tenant meetings, typing up meeting notes and distributing to residents
- Organized events at the facilities for clients and outside customers
Education
Associate of Arts - Business Studies
Ystrad Mynach College
Ystrad Mynach, UK06.1984
High School Diploma - undefined
Bedwas Comprehensive School
Bedwas UK1982
Skills
- Data entry
- Team leadership
- Self-motivated
- Project Management
- Strong verbal communication
- Extremely organized
- Interpersonal and written communication
- Project coordination
- Event planning
- Public speaking
- Client needs assessment
- Employee scheduling
- Public relations
- Supervision
Certification
- Notary Public
- Certified CPR Instructor with American Red Cross
Timeline
Operations Manager
Home Instead
10.2023 - Current
Client Care Coordinator
Home Instead
02.2023 - 10.2023
Client Care Coordinator//HR Recruiter Coordinator
Visiting Angels
11.2020 - 02.2023
Client Care Coordinator
Home Instead Senior Care Zephyrhills
04.2019 - 11.2020
Forensic Project Coordinator/Records Custodian
Bracken Engineering/JS Held LLC
11.2017 - 02.2019
Sheltered Housing Officer
Caerphilly County Borough Council
05.2003 - 09.2017
Associate of Arts - Business Studies
Ystrad Mynach College
High School Diploma - undefined
Bedwas Comprehensive School