Rebekah Pierson
Church Hill,TN
Summary
Motivated Environmental Service Director with 25 years of Customer Service and over 20 years of management experience. Recognized for assessing operational needs and developing solutions to save costs, improve revenues, and drive customer satisfaction. Resourceful and well-organized with excellent leadership and team building record.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director, Environmental Services
Crothall Healthcare
08.2023 - Current
- Directs, coordinates and supervises Operations for 4 Southwest Virginia Hospitals within the Ballad Heath System
- Manages budgets, inventory and finances
- Actively communicates department initiatives with administration and other hospital departments
- Establishes workflow, policies and procedures and quality company standards for department
- With prioritizing quality and efficiency, increased overall HCAHAPS scores by 13.3, and courtesy by 4.6 points over last year
- I was able to achieve this by retraining seasoned associates, and a focus on training new hires as well as monitoring employee 10-step process daily
Assistant Director
Crothall Healthcare
03.2022 - 08.2023
- Responsible for over 100 exempt and non exempt staff members
- Assist Director with inventory, scheduling, hiring, training, budgeting and operations for all Environmental Service responsibilities within facility
- Boosted staff morale and performance through implementation of comprehensive training and professional development program.
- Increased operational efficiency, reviewing and optimizing departmental workflows.
Operations Manager
Crothall Healthcare
11.2020 - 04.2022
- Manages all environmental services for Norton Community, Lee County, Wise, and Dickenson County Hospitals
- Responsible for onboarding, training, coaching, mentoring and leading all employees for our five facilities
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Operations Manager
Crothall Healthcare/IPCH
09.2019 - 11.2020
- Provides Environmental Service Management oversight and lead team for 2nd and 3rd shift staff
- Establish and annually review standards and work procedures for all Housekeeping staff
- Plan work and staffing schedules and areas of work to ensure adequate services are rendered
- Assist in the hiring process; interview, hiring and training of new associates
- Orients, develops, and supervises all supervisory/housekeeping staff
- Conducts regular inspections and makes recommendations to the facility
- Report monthly goals, accomplishments, and future plans
- Communicate with staff, administration, and other departments daily
Custodial Manager Evs
Sodexo
08.2017 - 06.2019
- Provided management oversight for Environmental Services non-exempt level staff in the delivery of Sodexo Environmental Service Programs
- Ensured operating standards were in place as required to consistently meet all company, client, and regulatory requirements
- Responsible for workforce planning through effective scheduling, development of daily work flow assignments, training and development, and inspecting and monitoring for compliance to the plan
- Provided leadership and direction to exempt and non exempt employees
- Scheduled formal rounding with clients to ensure client and patient needs were being met
- Developed strong relationships with employees, fostering a positive work environment that promoted teamwork and collaboration.
- Supervised day-to-day work activities by delegating authority, assigning and prioritizing activities, and monitoring compliance to operating standards
- Established safe work environment for clients, customers, and staff by implementing weekly safety related trainings
Customer Service / Project Specialist
Citigroup Financial Services
01.2015 - 08.2017
- Responsible for responding to customer's questions and concerns in relation to their credit cards
- Resolved average of 5,000 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume
- Cross-trained staff members, resulting in 14% increase in customer satisfaction ratings
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Selected with a small group of individuals to head and maintain new clients including, WAWA, Brooks Brother's, and Macy's
- Also, was one of 25 who were selected to begin start up of WAH.(work at home)
Manager
Pizza Plus
02.2012 - 01.2015
- Responsible for producing quality customer service
- Increased sales by 15% within the first 3 months
- Controlled and met all food cost, operating cost, and labor
- Taking action to prevent maintenance concerns, inspecting machinery for wear
- Maintained a very neat and clean store
- Using wise and fair judgments with employees, while complying with company and regulatory standards, scheduling, hiring, training, terminating individuals who were unable to perform job duties as required
- Established effective working relationships, motivating individuals to strive for greatness, recognizing and praising employee improvement as well as providing opportunity for development
Assistant Manager
Credit Central Loan and Tax
01.2011 - 02.2012
- Responsible for collecting and renewing delinquent accounts, making phone calls and field calls to meet company goals and maintain quality customer service while assisting customers with any financial guidance to prevent any future delinquencies
- Acted as manager while manager was absent, allowing me to make decisions on what individuals would be approved for personal loans based on past credit, also responsible for employees' quality and productivity
- Decreased delinquency by 15% in the first 3 months by actively collecting and renewing customer accounts
- Consistent in seeking out any possible future delinquency by proactively contacting customers before they were considered in arrears
Customer Service Manager
Wal-Mart
11.2008 - 01.2011
- Managed accurate and adequate cash stock and inventory balances
- Provided quality customer assistance while monitoring all areas to ensure excellent service to customers
- Maximized customer satisfaction by handling more than 50 customer email and telephone interactions each day
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Achieved high customer satisfaction scores by de-escalating complaints quickly
- Took advantage of every opportunity to train in all departments to better serve my customers
- Moved from cashier to CSM in less than 4 months, then became a member of the ICS team
Education
High school diploma -
Gate City High School
01.2001
Skills
- Management
- Excel
- MS Office
- Microsoft Word
- Training
- Operations
- Inventory Control
- Leadership Experience
- Financial Services
- Customer Service
- Mentoring
- Microsoft PowerPoint
- Environmental Services
- Administrative Experience
- Recruiting
- Project Management
- Hospital Experience
- Strategic Planning
- Budgeting
- Process Improvement
- Payroll
- Communication Skills
- Verbal and written communication
Certification
Driver's license
Personal Information
Authorized To Work: US
Timeline
Director, Environmental Services
Crothall Healthcare
08.2023 - Current
Assistant Director
Crothall Healthcare
03.2022 - 08.2023
Operations Manager
Crothall Healthcare
11.2020 - 04.2022
Operations Manager
Crothall Healthcare/IPCH
09.2019 - 11.2020
Custodial Manager Evs
Sodexo
08.2017 - 06.2019
Customer Service / Project Specialist
Citigroup Financial Services
01.2015 - 08.2017
Manager
Pizza Plus
02.2012 - 01.2015
Assistant Manager
Credit Central Loan and Tax
01.2011 - 02.2012
Customer Service Manager
Wal-Mart
11.2008 - 01.2011
Driver's license
High school diploma -
Gate City High School
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