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
Albany, OR
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
Salem, OR
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
Salem, OR
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
Salem, OR
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
Woodburn, OR
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
Salem, OR
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