Kristen Duggan
Melrose,MA
Summary
Accomplished Executive Director recognized for leveraging strong team leadership and development to drive forward progress. Highly organized, detail-oriented leader skilled in directing high-performing teams to develop solutions and solve operational and technical problems. Success implementing systems across multiple operations with superior organizational and communication skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
EXECUTIVE DIRECTOR
Wingate Residences at Haverhill
09.2019 - 08.2023
- Implemented and supervised QA audits for multiple Massachusetts communities company wide
- Maintained all state, federal and city regulatory compliance during National COVID pandemic
- Retained and grew associate and community team during national COVID pandemic
- Provided daily management of 69 apartments; 47 IL/Assisted Living and 22 Special Care Units
- Maintained a wait list for the Special Care Units
- Reported to senior leadership and owners regarding creation and management of budgets and all financial aspects concerning the community.
- Managed a diverse team of professionals, fostering a collaborative work environment for increased productivity.
- Represented organization to local public by giving presentations and speeches and participating in community events.
- Exercised appropriate cost control to meet budget restrictions and maximize profitability.
Owner
Senior Placement Advocates, LLC
10.2018 - 09.2019
- Prospects and generate referrals
- Responsible for walking clients through complete process of reviewing and deciding upon senior living options
- Provide excellent customer service to seniors and families, addressing all concerns
- Cultivate relationships and procure contracts with referral sources
- Provide management of daily company operations.
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Established foundational processes for business operations.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Conducted target market research to discover customer needs and analyze competitor trends.
EXECUTIVE DIRECTOR
Senior Living Residences at Forestdale Park
12.2017 - 09.2018
- Accountable for success of new assisted living community featuring 83 independent, assisted living and memory care apartments from construction through opening and ramp up
- Accepted private pay and low income, PACE, and subsidy program residents
- Directed operations of Forestdale Park, and formed it into one supportive community via capable staff management, expense control, and marketing strategies
- Administrative lead of all associates, fostering highly-functioning team environment
- Sustained high customer satisfaction, and ensured consistent quality service delivery
- Upheld licensing and compliance adherence with state and corporate directives, as well as with other regulatory requirements
- Surpassed budgeted census on consistent basis, ultimately running four months ahead of performance expectations.
SENIOR EXECUTIVE DIRECTOR, Multiple Properties
LCB Senior Living
06.2012 - 12.2017
- Brought new assisted living facility to city featuring 90 independent, assisted living and memory care apartments through its construction phase, opening, and ramp up
- Coordinated Melrose Station’s operations into one supportive community through staff management, expense control and marketing strategies
- Governed associates and nurtured productive team environment
- Ascertained consistent quality service delivery while maintaining high customer satisfaction
- Maintained licensing and compliance with state and corporate directives, and with other regulatory requirements
- Spearheaded new assisted living community in Ipswich with 83 independent, assisted living and memory care apartments, opening to 92% occupancy in 18 months
- Organized operations of Riverbend into cohesive and supportive community through staff management efforts, expense control and marketing strategies
- Earned “Best Expense Control” award
- Coordinated associates and upheld highly-functioning team
- Attained high customer satisfaction and ensured consistent quality service delivery
- Verified licensing and compliance with state and corporate directives, in addition to other regulatory requirements
- Accountable for all phases of operation and management of 95-unit assisted living property in Dedham, MA
- Preserved licensing and compliance with state and corporate directives, as well as other regulatory requirements
- Tasked with development of operational budget and capital requirements, including forecasting and all expense approval
- Oversaw employees and promoted a highly-functioning team
- Kept high customer satisfaction ratings, and ensured consistent quality service delivery
- Executed regular reviews of and made recommendations for all aspects of building construction and preventative maintenance
- Conceptualized and drove marketing strategies
- Charged with managing Federal Low Income Housing Tax Credit (LIHTC) program.
- Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
EXECUTIVE DIRECTOR
Hallkeen Management
06.2009 - 06.2012
- Recruited as Assistant Executive Director and promoted to Executive Director Position in 2010
- Headed all phases of operation and management of 109-unit assisted living property
- Provided development solutions for operational budget and capital requirements, including forecasting and approving all expenses
- Formed and championed marketing strategies for community
- Excelled in program management for Group Adult Foster Care(GAFC), Elder Service Plan (PACE), and Federal Low Income Housing Tax Credit (LIHTC)
- Supervised employees and fostered highly-functioning staff
- Retained high customer satisfaction and verified consistent quality of service delivery
- Enacted regular reviews of and made recommendations for all aspects of building construction and preventative maintenance
- Continued licensing and compliance with state and corporate directives, and with other regulatory requirements.
COMMUNITY BUSINESS DIRECTOR / COMMUNITY SALES DIRECTOR
Atria Senior Living
09.2006 - 06.2009
- Compiled and maintained resident data, and handled accounts receivable and accounts payable, including monthly billing, adjustments, and receipts
- Administered employment functions in accordance with human resource policies and procedures, in addition to federal, state, and local regulations
- Completed month-end close processes of accrual preparation, as well as analysis of general ledger and monthly financials
- Finalized preparations of operational and financial variance reports
- Directed all administrative staff, and all aspects of employee benefits
- Managed Group Adult Foster Care (GAFC) and Federal Low Income Housing Tax Credit (LIHTC) programs for this HUD Community
- Offered tours to prospective residents or interested parties, effectively matching services to their needs, and maximizing their move-in potential
- Charged with maintaining community’s sales and referral sources databases
- Organized necessary resident move-in paperwork in compliance with company policies and appropriate state licensing regulations
- Nurtured and maintained relationships with potential referral sources
- Enabled training and continuous in-servicing for all community staff that may have occasion to field inquiry call or to conduct walk-in tour
- Teamed with all departments to support sales efforts via coaching and community training
- Generated weekly sales forecast tracking move-ins, move-outs, and referral activity, determining appropriate follow up actions
- Demonstrated ability to operate within established budgetary guidelines, as determined by census.
Education
Coursework Completed toward Bachelor’s Degree -
Framingham State College
Framingham, MASkills
- Operations Management
- Budgeting and financial management
- Relationship Building
- Financial Management
- Community Engagement
- Program Management
- Strategic Planning
- Project Management
- Business Management
- Compliance and regulations
- Resident satisfaction
- Business Administration
Additional Information
Windows, Yardi, Google Drives, XP, PeopleSoft, Microsoft Word, Excel, PowerPoint, Access, Outlook, Filemaker Pro, Kronos, JD Edwards, Movin, ARM (Accredited Resident Manager), numerous databases, Operations Manager, Property Manager, Regional Director, Branch Executive Director, Community Manager, Marketing Manager, Facility Director, Branch Manager, Director of Affordable Housing, Council on Aging Director
Certification
Certified Credit Compliance Professional (C3P) for Low Income Housing Tax Credit (will need to renew)
Timeline
EXECUTIVE DIRECTOR
Wingate Residences at Haverhill
09.2019 - 08.2023
Owner
Senior Placement Advocates, LLC
10.2018 - 09.2019
EXECUTIVE DIRECTOR
Senior Living Residences at Forestdale Park
12.2017 - 09.2018
SENIOR EXECUTIVE DIRECTOR, Multiple Properties
LCB Senior Living
06.2012 - 12.2017
EXECUTIVE DIRECTOR
Hallkeen Management
06.2009 - 06.2012
COMMUNITY BUSINESS DIRECTOR / COMMUNITY SALES DIRECTOR
Atria Senior Living
09.2006 - 06.2009
Coursework Completed toward Bachelor’s Degree -
Framingham State College
Certified Credit Compliance Professional (C3P) for Low Income Housing Tax Credit (will need to renew)
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