Nicki Robinson
Brownsville,OR
Summary
Adept at driving operational efficiency and strategic planning, I significantly enhanced organizational growth at NW Premier. My leadership fostered a culture of continuous improvement and collaboration, leveraging my skills in operations oversight and strategic execution. I excel in mentoring teams and developing partnerships, achieving sustainable growth and operational excellence.
Overview
23
23
years of professional experience
Work History
Director of Operations and Compliance
NW Premier
04.2021 - Current
- Oversaw daily operations across multiple Residential treatment homes, ensuring seamless coordination and efficient execution of tasks.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Mentored and coached team members to foster productive and engaging work environment.
- Defined, implemented, and revised operational policies and guidelines.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Established strong partnerships with key stakeholders to improve collaboration and ensure alignment with business requirements.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular auditschecks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
Program Manager
Shangri-La
01.2016 - 04.2021
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Identified program obstacles and communicated possible impacts to team.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Researched industry best practices in support of training development and program content.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Residential Treatment Home Administrator
Shangri-La
11.2011 - 01.2016
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Collected, validated, and distributed information to employees.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Entered and maintained departmental records in company database.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
- Developed comprehensive training programs for new hires, ensuring they were equipped with the necessary skills to succeed in their roles.
- Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
- Coordinated with human resources department to handle payroll and personnel databases.
Direct Support Professional
Shangri-La
04.2007 - 01.2016
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
Direct Support Professional
Telecare
01.2002 - 04.2007
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
- Transported clients to medical and dental appointments to provide support.
- Advocated for clients'' rights within the broader community, raising awareness about issues affecting those with disabilities.
Direct Support Professional-Youth
Albertina Kerr
01.2001 - 04.2007
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Transported clients to medical and dental appointments to provide support.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Implemented individualized behavior management plans, reducing incidents of challenging behaviors within the residence.
Skills
- Operational Efficiency
- Operations Oversight
- Strategic Planning
- Strategic planning and execution
Timeline
Director of Operations and Compliance
NW Premier
04.2021 - Current
Program Manager
Shangri-La
01.2016 - 04.2021
Residential Treatment Home Administrator
Shangri-La
11.2011 - 01.2016
Direct Support Professional
Shangri-La
04.2007 - 01.2016
Direct Support Professional
Telecare
01.2002 - 04.2007
Direct Support Professional-Youth
Albertina Kerr
01.2001 - 04.2007
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