Nicolette Walters Ajisegiri
Germantown,MD
Summary
Dedicated Healthcare Operations Manager with experience in diverse environments. Detailed oriented and an organized leader with proficiency in financial analytics, business expansion, training and staff development. Results-focused team player who is able to take charge in fast-paced, challenging situations. Reliable worker with the ability to learn new concepts and skills quickly. Backed by a solid work history, reputation as a team player and passion for helping others. Reliable, service-focused professional with excellent skills gained through years of experience in a variety of roles in different office and healthcare settings. Compassionate and technically skilled in attending to people's needs. Effective Client Services Manager with over 10 years of customer service, sales and staff management experience in executive roles. Proven leadership skills and demonstrated passion for applying best practices and promoting continuous improvement to drive results. Leverages cross-functional personnel, technology and reporting metrics to improve customer experiences and contribute to company success and growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Director of Client Services
Visiting Angels Home Care
Gaithersburg, MD
08.2021 - Current
- Planning budget for the financial year, setting goals for each department manager.
- Perform market research to qualify new business opportunities, capabilities required, current customer preferences, competitive environment assessments, and incumbent strengths and weaknesses
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Coordinate meeting competitors, and potential teammates to perform business intelligence and market analysis, develop market insight on gaps and emerging requirements, acquisition strategy, and contract methodology choices.
- Design and execute plans to help architect technical solutions, and form internal and external partnerships with facilities and other long term senior facilities.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Managed existing and developed new client relationships, identifying risk and growth opportunities.
- Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.
- Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
Director of Operations
BRIGHTSTAR CARE OF HOWARD COUNTY
Columbia, MD
11.2017 - 08.2021
- Oversee the execution of on-boarding project plans across the team
- Identify and mitigate client and employee issues, concerns and project risks across the team
- Take ownership over escalated customer service issues and follow through to resolution
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Achieved team goals through formalized training plans, coaching and performance management.
- Kept up-to-date with industry trends and identified areas of opportunity to drive improvements.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Provided documentation of processes to comply with regulations and company policies.
- Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Analyzed technology, resource needs and market demand to plan and assess feasibility of company projects.
- Reduced operational risks while organizing data to forecast performance trends.
Senior Staffing Manager
RIGHT AT HOME
Rockville/ Largo, MD
08.2015 - 11.2017
- Monitor shift duties and performance, and develop assignments, ensuring accurate and efficient patient care
- Train and mentor new staff in protocols, safety issues, and regulatory compliance
- Intervene on patient care as necessary to prevent complications or improve outcomes
- Complete and submit clients billing Ensure employees time is submitted and verified for billing purposes.
- Decreased employee turnover by 45% through retention programs.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
- Liaised between multiple business divisions to improve communications.
Operations Specialist
VICENZA HOMECARE SERVICES
Lanham/ Baltimore, MD
03.2014 - 07.2015
- Train and mentor new staff in protocols, safety issues, and regulatory compliance
- Collected, arranged and input information into database system.
- Tracked and analyzed reports to determine needed improvements.
- Evaluated performance and policies against metrics.
- Identified objectives by analyzing feedback, observing consumers and collecting surveys.
- Conducted root cause analysis in deficient areas to identify and resolve central issues.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
Client Services Representative/ Coordinator
GREYSTONE MANAGEMENT
Gainesville, FL
01.2009 - 01.2014
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Work with other staffing recruiters, delegating specific responsibilities to each one Perform interviews with applicants, asking questions relating to career, experience, and education, as well as general questions regarding work ethic, standards, etc
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
Client Care Coordinator
SIGNATURE HEALTHCARE OF GAINESVILLE
Gainesville, FL
02.2011 - 02.2013
- Assisted residents with transitioning from home or hospital to a facility
- Displayed strong skills in assessing and collecting information from potential residents
- Adhered to safety guidelines; completed hospital's three-hour Patient Safety Training Program
- Ensured the accurate, timely flow of information by maintaining thorough patient records and updating health care team on patients' status
- Complied with HIPAA standards in all patient documentation and interactions.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Supported patient care excellence via planning and interpretation of programs.
Education
MBA - Project Management
Colorado Technical University
Colorado Springs, COMaster of Science - Management, Healthcare Management
Colorado Technical University
Colorado Springs, CO06.2017
BACHELOR OF ARTS - Interior Design
Sanford Brown
Tampa06.2011
Skills
- CRM Systems
- Home care/ Healthcare
- Recruiting
- Project management and Contracts
- Customer service
- Change Management
- Performance Management
- Microsoft Outlook
- Marketing and Market Analysis
- Succession Planning
- Business Intelligence
- Training & development (10 years)
Certification
Certified Dementia Practitioner, CDP
Timeline
Director of Client Services
Visiting Angels Home Care
08.2021 - Current
Director of Operations
BRIGHTSTAR CARE OF HOWARD COUNTY
11.2017 - 08.2021
Senior Staffing Manager
RIGHT AT HOME
08.2015 - 11.2017
Operations Specialist
VICENZA HOMECARE SERVICES
03.2014 - 07.2015
Client Care Coordinator
SIGNATURE HEALTHCARE OF GAINESVILLE
02.2011 - 02.2013
Client Services Representative/ Coordinator
GREYSTONE MANAGEMENT
01.2009 - 01.2014
MBA - Project Management
Colorado Technical University
Master of Science - Management, Healthcare Management
Colorado Technical University
BACHELOR OF ARTS - Interior Design
Sanford Brown
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