I am a results-driven, detail-oriented professional with a proven history of delivering high-quality work. My strong communication and teamwork skills make it easier to provide exceptional service and achieve organizational objectives. I am committed to personal and professional growth through continuous learning. This has led to expertise in multitasking, time management and my ability to advocate for and serve client needs.
Overview
9
9
years of professional experience
Work History
Customer Relations and Operations Manager
Health Energy Partners, LLC
Towson, MD
01.2018 - Current
Developed and implemented operational procedures to ensure quality standards are met.
Implemented policies and standard operating procedures and managed quality, customer service and logistics.
Analyzed and controlled materials, supplies and equipment operational expenses.
Oversaw financial management, budget management, accounting and payroll activities.
Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Delegated work to staff, setting priorities and goals.
Resolved escalated customer service issues in a timely manner.
Recruited and trained new employees to meet job requirements.
Provided guidance on how to handle difficult customers or situations.
Established and maintained CRM databases, ensuring data accuracy and compliance.
Resolved customer inquiries and complaints requiring management-level escalation.
Drove customer escalations to resolution by engaging directly with clients.
Scheduling Coordinator
Bayada Home Health
Towson, MD
09.2016 - 12.2025
Provide superior customer service and quality home care
Focused on managing coordination of client services and emergent scheduling issues for hospital discharged clients and doctor referral clients.
Manage your Client Services Coordinator caseload while proactively growing it
Build lasting relationships with clients, referral sources (hospitals, doctor's offices, rehabs), payors and community organizations.
Develop strong, communicative relationships with the team involving, Clinical managers, RNs, Physical Therapists, Occupational Therapists, etc.
Maintain effective fiscal management of your caseload by monitoring metrics
Client Services Managers will partner with Clinical Managers to provide supervision and support to field employees
Education
Master of Science - Acupuncture
Maryland University of Integrative Health
Laurel, MD
12-2004
Skills
Attention to detail
Organization
Multitasking
Problem-solving and resolution
Effective client communication
Team player
Scheduling coordination
Affiliations
My youngest son is neurodiverse and I have been advocating for him and his needs for the last thirteen years since he was diagnosed at the age of four. I have worked with the public school system in regards to 504 plans and IEPs for him. I have also worked with an advocate to help have my son's educational needs met and advocated for him to receive private placement through the county school system. He has been at his current school, Glenwood Academy for the last five years. He will be graduating this May.
I volunteer my time with my local church, Trinity Episcopal church in Towson. I have served six years on my church's Vestry, I have volunteered with hospitality through hosting coffee hours and a monthly breakfast. I have also served the last two years on our church's Altar Guild. Our responsibility is to care for the altar, vestments, vessels and altar linens. This includes setting up before and cleaning up after services, as well as serving worship roles such as acolyte, crucifer or chalicist during service.
Timeline
Customer Relations and Operations Manager
Health Energy Partners, LLC
01.2018 - Current
Scheduling Coordinator
Bayada Home Health
09.2016 - 12.2025
Master of Science - Acupuncture
Maryland University of Integrative Health
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