Kenzley Hodgin
Crossville,TN
Summary
Collaborative Residential Program Manager proudly offering many years' experience ensuring quality assistance and care to individuals through healthy meals, the teaching of self-reliance and educational activities. Stays calm in stressful situations or emergencies. Skilled in sign language, team coaching tactics, and public speaking. Competent in applying campus policies fairly and equally. Well-organized, caring and attentive to student needs. Successful at completing room and building inspections and connecting often with residents. Compassionate Residential Program Manager with proven ability to lead teams in high-pressure environments, ensuring productivity and efficient task completion. Skilled in program development, staff training, and conflict resolution. Excel in communication, leadership, and empathy, facilitating positive outcomes for residents and staff alike.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Residential Program Manager
Community Options, Inc
Cookeville, TN
02.2024 - Current
- Coordinated educational programs focused on adherence to legal standards and company procedures.
- Ensured compliance with outlined Residential Habilitation plans.
- Participated in all scheduled meetings.
- Supervised shift rotations to maintain consistent staffing levels.
- Coordinated detailed program documentation efforts.
- Implemented strategies fostering greater resident autonomy.
- Led teams in supervising LDSPS and DSP operations.
- Supervised comprehensive areas related to both medical and medication administration.
- Collaborated with director of residential services.
- Organized frequent check-ins to track employee development for all supervised units.
- Conducted weekly in-home visits covering various shifts.
- Directed performance and operations of various residential programs.
- Served as liaison with internal and external stakeholders, guaranteeing complete program compliance.
- Collaborated with other departments to ensure a comprehensive approach to client care was taken when necessary.
- Helped residents receive recommended services, physical therapy and speech therapy.
- Evaluated effectiveness of existing programs and proposed new initiatives based on changing needs of clients.
- Tracked program data such as attendance and outcomes for reporting purposes.
- Answered telephones and routed calls or delivered messages.
- Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
General Manager
Comfort Keepers
Crossville, TN
05.2023 - 02.2025
- Efficiently handled staff scheduling, resulting in improved resource allocation and minimized costs.
- Handled payroll processing with precision and punctuality.
- Teamed with healthcare staff to optimize administrative workflows.
- Secured patient data by meticulously managing sensitive information.
- Facilitated management of patient records along with scheduling appointments while maintaining accurate data.
- Managed a group of 30 employees, successfully reaching objectives and sustaining excellent quality.
- Protected private information for employees and clients.
- Streamlined weekly timetables for caregivers, ensuring efficient coverage.
- Upheld industry standards through effective operations management oversight.
- Processed and submitted invoices to insurance companies.
- Coordinated and scheduled comprehensive training programs for staff.
- Managed caregiver payment processes to maintain financial accuracy and timeliness.
- Supervised billing activities for consistent and on-time invoice management.
- Oversaw product development initiatives from concept through completion stages.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Analyzed market trends to inform business decisions and strategies.
- Structured HR consulting services to support clients during organizational developments and changes.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
Customer Service Specialist loans
Truist
Cookeville, TN
06.2022 - 05.2023
- Assisted clients with loan, credit card, HELOC, and credit line applications.
- Supervised clerical functions for collections specialist team.
- In this role, I oversaw the daily operations of the collections department, ensuring that all team members adhered to company policies and met their targets
- Delivered continuous training and performance oversight to maintain optimal team output.
- Resolved issues promptly and maintained positive client relationships using excellent communication abilities.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Promoted available products and services to customers during service, account management and order calls.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Collections Specialist
Truist
Cookeville, TN
06.2022 - 05.2023
- I took payments to collections accounts
- I sent accounts to collections
- I have extensive experience as a collections specialist in a clerical position, where I excelled in managing accounts and ensuring timely payments from clients
- My role involved contacting customers to resolve outstanding balances, negotiating payment plans, and maintaining accurate records of all transactions
- I utilized my strong communication skills to handle difficult conversations professionally and effectively
- My attention to detail and organizational abilities allowed me to keep track of multiple accounts, ensuring that all financial data was precise and up-to-date
- This role required a high level of persistence and problem-solving, which I consistently demonstrated to meet and exceed collection targets
Call Center Customer Service Representative
Truist
Cookeville, TN
01.2018 - 06.2022
- I answered 10+ calls a hour
- Maintained a professional, friendly demeanor with customers at all times, receiving 100+ plus customers reviews
- Collaborated with a team of 30+ people
- Ability to learn quickly
- Adapt to new things quickly
- Answered clients phone calls, made appointments, called clients back for follow ups
- Worked with upper management in numerous ways to help the company
- Cross trained over multiple areas
- Skills are I know how to trouble shoot, service and support
- Documentation and reporting
- Customer service and conflict resolution
- Maintained up to 300 records up to date at all times
- Built customer loyalty to my clients
- Scheduled the patients appointments, and recorded all patient data for annual exam reminders
- Resolved clients issues
- Utilized technology
Non-Certified Medical Assistant
Exac care
Crossville, TN
07.2017 - 09.2019
- Handled weekly patient details, ensuring accurate data filing for upwards of 200 individuals.
- Arranged and prepared clinics to facilitate efficient medical procedures.
- Managed appointment calendar.
- Managed tasks such as taking vital signs, preparing examination rooms, and documenting information of over 40 patients each day.
- Ensured compliance with HIPAA standards by updating and managing patient data.
- Maintain cleanliness and sanitation of tools and equipment daily.
- Obtained fecal and urine samples.
- Managed a range of administrative functions.
- Obtained and interpreted required lab tests efficiently.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Prepared treatment rooms for patient examinations.
- Inspected equipment to ensure proper working order prior to use on patients.
- Registered new patients into practice management software program accurately entering demographic information.
- Positioned patients properly during examination or treatment for comfort and safety.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Documented notes during patient visits.
Education
College - Human Resource Management
College
Martinsburg, West Virginia01.2025
Skills
- Knowledge of Human Physiology
- Childcare Management
- Management
- Software Competency
- Customer Engagement
- Microsoft PowerPoint Proficiency
- Proficient in Microsoft Word
- Healthcare Billing Proficiency
- Proficient in Microsoft Office
- Customer Technical Assistance
- Medical terminology
- Clinical Vital Signs Assessment
- Management Oversight Skills
- Strategic Negotiation Skills
- Financial Services Expertise
- Talent Acquisition Sourcing
- Professional Phone Communication
- Typing
- Research
- Technical Support
- Administrative Experience
- Office management
- Sales
- Personal assistant experience
- Account Management
- Microsoft Outlook
- Computer Operation
- Medical scheduling
- Anatomy knowledge
- Food Preparation
- Help Desk
- Data Entry
- Clerical experience
- Cold Calling
- Communication skills
- Recruiting
- Filing
- Bookkeeping
- Medical office experience
- Multilingual
- Microsoft Excel
- Inside sales
- Human resources
- QuickBooks
- Commercial Cleani
- New staff orientation
- Positive rapport
- Regulations and compliance
- Staff performance assessments
- Written and verbal communication
- Client advocacy
- Multitasking Abilities
- Student advocacy
- First aid and CPR
- Teamwork and collaboration
- Attention to detail
- Excellent communication
- Staff meeting coordination
- Dementia care
- Goal setting
- Case planning
- Team leadership
Assessments
- Recruiting, Completed, 01/01/24, Completed
- Work style: Reliability, Proficient, 05/01/23, Proficient
- Customer focus & orientation, Proficient, 01/01/24, Proficient
- Administrative assistant/receptionist, Proficient, 01/01/24, Proficient
- Medical receptionist skills, Proficient, 01/01/24, Proficient
- Customer service, Proficient, 01/01/24, Proficient
Certification
- cpr
- pharmacy tech license
- emt
References
References available upon request.
Timeline
Residential Program Manager
Community Options, Inc
02.2024 - Current
General Manager
Comfort Keepers
05.2023 - 02.2025
Customer Service Specialist loans
Truist
06.2022 - 05.2023
Collections Specialist
Truist
06.2022 - 05.2023
Call Center Customer Service Representative
Truist
01.2018 - 06.2022
Non-Certified Medical Assistant
Exac care
07.2017 - 09.2019
- cpr
- pharmacy tech license
- emt
College - Human Resource Management
College
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