Hi, I’m
Stefanie Mulkerin
Phoenix,AZ
Successful people do what unsuccessful people are not willing to do. Don't wish it were easier; wish you were better.
Jim Rohn
Summary
Accomplished Operations/Executive Director recognized for leveraging strong team leadership and development to drive forward progress. Highly organized, detail-oriented leader skilled in directing high-performing teams to develop solutions and solve operational and technical problems. Success implementing systems across multiple operations with superior organizational and communication skills.
Overview
20
years of professional experience
Work History
Clarendale Arcadia Senior Residences
Executive Director
10.2021 - 02.2024
Job overview
- Directed day to day operations for a 248-unit Independent Living, Assisted Living & Memory Care facility from pre-leasing/construction phase to fully operational status.
- Built and maintained strong teams by hiring all department heads and training qualified staff (70-80) to create positive and productive work environment.
- Integral part of pre-acceptance construction process including daily interaction with construction superintendents to provide insight regarding end user needs.
- Developed new hire orientation and staff recognition programs, oversaw staff scheduling, recruiting, counseling, and performance reviews.
- Responsible for customer satisfaction, vendor relations, accounts payable, accounts receivable, billing, contract/lease signing.
- Navigated multiple construction and licensing delays for successful opening.
- Successfully managed annual budget in excess of $6.6M.
- Recognized for creating exceptional culture and staff engagement best practice that was adopted companywide with LCS (35K + employees).
- Exercised appropriate cost control to meet budget restrictions and maximize profitability resulting in first year NOI coming in 30% above budget.
- Managed financial, operational and human resources to optimize business performance.
- Monitored compliance with laws and regulations to protect organization from liabilities and penalties.
- Aligned department vision, goals, and objectives with company strategy to achieve consistently high results.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Conducted media interviews (local news, radio and print), highlighting key messages of major developments and enhancing company reputation.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Represented organization at industry conferences and events.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Devised and presented business plans and forecasts to organizational leadership.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Formulated and executed strategic initiatives to improve product offerings.
Avamere At Phoenix
Executive Director
02.2020 - 09.2021
Job overview
- Directed operations for a 164 unit Assisted Living & Memory Care facility with staff of 80+.
- Assumed leadership of this community at beginning of COVID-19 pandemic. Within 20 days of hire, implemented facility “no visitor” policy and adapted to all other policy changes as directed by CDC, Arizona Department of Health Services and Avamere.
- With fortitude and determination created two separate COVID positive units and while 21 residents contracted COVID-19, 100% recovered. The protocol developed for these COVID units was adopted at all 47 Avamere assisted living & memory care facilities.
- Developed business plans and managed annual budgets of $4M+.
- Prepared capital expenditure forecast in excess of $1.8M.
- Conducted policy and procedure review and recommended modifications to maintain compliance with state and local regulatory agencies.
- Rebuilt management team of 12 while establishing culture of accountability and belonging for all staff.
- Reduced overtime by 65% over 6-month period through education and re-working schedules.
- Exercised appropriate cost control methods to meet budget restrictions and maximize profitability.
- Worked closely with organizational leadership to guide operational strategy.
Amber Creek Memory Care
Executive Director
10.2018 - 02.2020
Job overview
- Directed daily operations of 65-bed Memory Care facility.
- Delivered strategic planning and operational leadership to community and staff of 45-60.
- Accountable for $1.5M annual budget, forecasting, analysis and capital expenditure project management.
- Led cross departmental quality management program, policy and procedure review and modification recommendations.
- Responsible for Human Resource functions including staff recruiting, hiring, orientation, scheduling, coaching and separation as needed.
- Negotiated vendor contracts.
- Through strategic pricing, increased revenue per unit by 15%.
- Achieved and maintained financial budget 97-100+% of goal.
- Improved customer satisfaction scores as follows: Overall Satisfaction at 93% up from 74%; Recommendation to others at 88% up from 77%; Personal Care at 93% up from 73%; Response to Problems at 93% up from 80%; Dignity and Respect at 100% up from 90%; Family Communication at 90% up from 81%
- Represented organization to local public by giving presentations and participating in community events.
- Monitored compliance with laws and regulations to protect organization from legal liabilities and penalties.
- Drove strategic improvements to enhance operational and organizational efficiencies including rebuilding management team.
- Established and maintained strong relationships with customers, vendors and strategic partners.
McDowell Village Senior Living
Associate Executive Director
11.2015 - 10.2018
Job overview
- Oversaw daily operations of this 206 unit Independent & Assisted Living Community in collaboration with the Executive Director.
- Supervised all aspects of community and staff of 95-100.
- Primary duties included budget review, forecasting and analysis, capital expenditure project identification and management, staff hiring, scheduling, coaching and separation, new hire orientation, vendor contract negotiations.
- Facilitated safety and disaster plan review, and implementation.
- Streamlined capital expenditure projects and apartment turn process resulting in fewer lost revenue days.
- Led weekly sales strategy meetings that drove occupancy from stagnant 83% to consistently being at or above 97%.
- Responded to change, made decisions in stressful situations and prioritized tasks and projects.
- Exercised appropriate cost control to meet budget restrictions and maximize profitability.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
Pathways Assisted Living
Director of Sales and Marketing
01.2015 - 10.2015
Job overview
- Created strategic marketing plans, budgets and led campaign management.
- Initiated and developed new product research and development, researched market conditions and monitored competition.
- Achieved sales goals and increased census by net 27% in 10 months.
- Spearheaded implementation of specialized behavioral dementia home and Parkinson's home in collaboration with upper management.
- Analyzed sales and marketing data for improved strategies.
- Cultivated and maintained strategic alliances with key partners and vendors.
- Sourced advertising opportunities to place adverts in press and social media.
- Utilized CRM software to track sales progression and communicate project needs.
Arizona Grand Senior Living
Director of Sales and Marketing
09.2012 - 02.2015
Job overview
- Analyzed sales and marketing data for improved strategies.
- Suggested innovative ideas to increase sales and improve customer experience.
- Developed positive, performance-based internal sales and marketing culture to include mentoring staff.
- Directed sales and marketing management staff in successful use and development of business plans and strategies.
- Built relationships with customers and community to establish long-term business growth.
- Generated average annual net census gain of 13%.
- Improved operational efficiency by creating skilled nursing admissions manual as systematic guide to managing referrals and admissions.
- Developed and launched sales activity and admissions tracking systems, apartment ready tracking system, and a guest room reservation and information system.
- Instrumental in developing and implementing facility closure plan. Facility closed permanently in February 2015.
Education
Western New Mexico University, Silver City, NM
Bachelor of Business Administration from Marketing
Skills
- Business Administration
- Finance Management
- Operations Management
- Policy & Procedure Development
- Leadership
- Culture/Morale Builder
- Customer Service
- Strategic Planning
- Problem Solving
- Business Development
- Sales & Marketing Management
- Microsoft Office Suite
- Public Speaking
- Business Planning
- Training and Development
- Regulatory Compliance
- Analytical and Critical Thinker
- Improving Client Satisfaction
Timeline
Executive Director
Clarendale Arcadia Senior Residences
10.2021 - 02.2024
Executive Director
Avamere At Phoenix
02.2020 - 09.2021
Executive Director
Amber Creek Memory Care
10.2018 - 02.2020
Associate Executive Director
McDowell Village Senior Living
11.2015 - 10.2018
Director of Sales and Marketing
Pathways Assisted Living
01.2015 - 10.2015
Director of Sales and Marketing
Arizona Grand Senior Living
09.2012 - 02.2015
Western New Mexico University
Bachelor of Business Administration from Marketing
Additional Experience
Marketing/Community Relations Director § Life Care Center of Scottsdale, Scottsdale, AZ
Community Relations Director, Emeritus at Olive Grove § Emeritus Senior Living, Phoenix, AZ
Director of Community Relations, Brighton Gardens § Sunrise Senior Living, Sun City, AZ
Sr. Loan Processor/Office Manager, Preferred Mortgage Connection § Phoenix, AZ
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