William Murphy
customer service rep
Livonia,MI
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
20
20
years of professional experience
Work History
RESIDENT BUILDING PRESIDENT
LABELLE TOWER SENIOR APARTMENTS
Livonia, MI
06.2016 - 06.2021
- Developed policies, procedures, and short-term and long-term goals for the organization.
- Represented the organization at community events and public forums to promote its mission.
- Collaborated with staff members to ensure operational efficiency of the organization.
- Established fundraising strategies to increase financial support for programs and services.
- Cultivated relationships with key stakeholders such as donors, volunteers, partners, and sponsors.
- Created a marketing plan to increase awareness of the organization's activities in the community.
- Monitored legislative changes that could affect the organization's operations or funding sources.
- Resolved conflicts between staff members by listening attentively and providing constructive feedback.
- Negotiated contracts with vendors for services such as IT maintenance or event catering.
- Ensured compliance with all applicable laws related to nonprofit organizations.
- Maintained effective communication channels with all stakeholders involved in the organization's activities.
- Acted as an ambassador of goodwill for the organization by engaging positively with external parties.
- Coordinated work across departments to keep teams on track with company goals.
- Cultivated and maintained positive working relationships with employees, executives and other stakeholders.
- Diminished regulatory risks by strict adherence to insurance and safety regulations.
- Completed quarterly reports to include findings via conducting site visits and subsequent report generation.
- Oversaw development and implementation of corporate policies and procedures.
Group Home Manager
Murphy Adult Foster Care
Detroit, MIchigan
01.2001 - 06.2012
- Conducted initial assessment of clients' needs and determined appropriate services for them.
- Developed, implemented, and monitored individual service plans to ensure that the clients received quality care.
- Maintained accurate records of client attendance, progress notes, medications, and incident reports.
- Provided crisis management interventions as needed to address behavioral issues in a timely manner.
- Assisted with the development of programs and activities designed to promote socialization skills among residents.
- Coordinated transportation for residents to medical appointments or other activities outside the group home setting.
- Provided direct supervision and support for staff members to ensure compliance with established policies and procedures.
- Monitored financial resources within the program budget to ensure efficient utilization of funds.
- Ensured that all necessary safety protocols were followed while providing care in the home environment.
- Evaluated resident progress on an ongoing basis through regular communication with family members.
- Collaborated with other healthcare professionals such as psychiatrists, psychologists, therapists., to provide comprehensive care services for clients.
- Recruited, hired, trained and supervised new personnel within the facility according to state regulations.
- Planned weekly menus based on nutritional requirements of each resident and maintained food inventory levels accordingly.
- Organized recreational activities such as field trips or social events for residents in order to enhance their well-being.
- Inspected living areas regularly to identify any potential hazards or maintenance needs.
- Participated in meetings with state licensor's or other stakeholders regarding program standards and outcomes.
- Performed daily assessments of client behavior changes or physical health status.
- Served as a liaison between families and guardians and agency staff ensuring proper communication among all parties involved.
- Responded quickly and appropriately to emergency situations by implementing safety measures when needed.
- Implemented strategies for conflict resolution between residents when disputes arose.
- Adhered strictly to confidentiality guidelines regarding client information at all times.
- Supervised staff training and development by acting as role model and instructing staff on how to appropriately interact with residents.
- Communicated with families or advocates to discuss resident needs and progress.
- Created work schedule in advance, promoting adequate coverage for shifts.
- Resolved concerns regarding staff, residents, and care to maintain standards throughout group home.
- Scheduled residents' appointment and provided transportation to physician and therapy visits.
- Monitored and provided residents with assistance for bathing, dressing and other basic hygiene needs.
- Encouraged residents to independently interact with others, make decisions and participate in community activities.
- Conversed with residents to promote social interaction and reinforce positive behaviors.
Education
Associate of Applied Science - General Studies And Addiction Therepy
Wayne County Community College District
Detroit, MI06-2018
Associate of Arts - Culinary Arts
Henry Ford Community College
Dearborn, MI06-2015
Skills
- Staff Management
- Process Oversight
- Program Oversight
- Business Planning
- Process Improvement
- Financial Management
Timeline
RESIDENT BUILDING PRESIDENT
LABELLE TOWER SENIOR APARTMENTS
06.2016 - 06.2021
Group Home Manager
Murphy Adult Foster Care
01.2001 - 06.2012
Associate of Applied Science - General Studies And Addiction Therepy
Wayne County Community College District
Associate of Arts - Culinary Arts
Henry Ford Community College
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