A Shining Knight

EXECUTIVE SUMMARY

With proven adaptability and flexibility in transitioning from various industries, functions and accounts, I have 15 years of experience utilizing my analytical, critical-thinking, problem-solving and research skills in business process reengineering & process improvements/change management, electronic medical records & healthcare documentation (including speech recognition editing), program & system implementations, and quality assurance testing.  This includes utilizing my technical writing & editing skills and attention to detail designing and presenting training materials and other documentation & communications for numerous diverse audiences, and serving as the spokesperson and liaison for several organizations, industries and communities.  My superior work ethic has been repeatedly demonstrated in 24/7/365 work environments (healthcare, cruise ships), proving my capabilities in revenue generation, customer service, event planning & coordination, multitasking & organizational skills, as well as my maturity & leadership abilities, with 3 years of management and supervisory experience of over 50 personnel from multiple countries and cultures.  Open to, and prefer, a position with 100% travel requirement.

MAJOR AWARDS AND HONORS

• Assistant Secretary’s Honor Award for Outstanding Contractor at the Administration for Children and Families (ACF) for the implementation of the E-Gov Travel System (ETS) GovTrip.
• Assistant Secretary’s Honor Award for Outstanding Contractor at ACF for individual achievement in the maintenance and enhancement of the business processes and procedures throughout the safety and security program.
• Assistant Secretary’s Honor Award for Organizational Team Achievement at ACF for the implementation of the Level IV Security Program at the Aerospace Center (901 D Street SW) in Washington, DC.
• Deputy Assistant Secretary’s Special Service Award at ACF for consistency, dedication and professionalism displayed in helping ACF achieve its goals and objectives.

PROFESSIONAL EXPERIENCE

Nuance-NTS – Burlington, MA – Medical Language Specialist

05/2013 – 09/2018

10/2011 – 11/2012                                                                                                      

• As a credentialed medical language specialist, edited and transcribed electronic medical records and healthcare documentation for acute care facilities utilizing the Dragon Medical 360 eScription platform, providing quality assurance reviews and documentation editing, ensuring the accuracy of all assigned medical records, critical for patient care and safety for our clients and revenue generation for the company.
• Thrived in a 100% commission/production and remote/virtual environment, consistently exceeding performance goals by greater than 200% the company standard.

Norwegian Cruise Line – Miami, FL – Assistant Cruise Director

11/2012 – 03/2013

• Performed as the emcee/host of multiple shipboard events and programs on a daily basis.
• Repeatedly exceeded budget targets for all Cruise Programs revenue streams by greater than 125%.
• Discovered and validated unpaid earned commissions for staff, and successfully championed retroactive payment.
• Supervised, coached and mentored Cruise Programs’ 15 personnel.

MedQuist – Franklin, TN – Master Medical Editor (Quality Assurance)

02/2011 – 10/2011

• Provided quality assurance reviews of electronic medical records submitted by medical transcriptionists.
• Edited and transcribed medical records utilizing the Clarity Cornerstone platform.
• Excelled in a 100% commission/production and remote/virtual environment, maintaining a performance level greater than 150% the industry standard.

Holland America Line – Seattle, WA – Cruise Director

08/2008 – 12/2010

• Directed the shipboard Entertainment department, serving as master of ceremonies and “the face and voice of the ship” aboard my assigned vessels.
• Spearheaded the urgent turnaround of a ship’s revenue and ratings, and in a 5-week period increased overall shipboard revenue by 13%, improved customer satisfaction ratings by 16%, and increased Entertainment department revenue from 95% to 234% of target.
• Exceeded both guest satisfaction ratings and corporate revenue targets for each voyage, frequently surpassing 175% of my department’s revenue goal.
• Managed a department of 50-65 shipboard personnel from multiple countries, cultures and ages in a unique combined working and living environment.
• Successfully brought 2 ships out of dry dock in a 6-week period, implementing the “Showroom at Sea” and “Signature of Excellence II” programs.
• Supervised the implementation of the “Explorations Team” approach to Entertainment while creating and launching new onboard events and activities.
• Trained and mentored new Entertainment department personnel.
• Organized, edited and published a daily program of guest activities and events.
• Established and maintained lasting relationships with guests as well as corporate, fleet and shipboard personnel.

Knowledge Consulting Group – Reston, VA – Business/Program Analyst

06/2005 – 07/2008

• Implemented the E-Gov Travel System (ETS/GovTrip) for the Department of Health and Human Services and the Smithsonian Institution throughout the implementation lifecycle.
• Managed the implementation schedule and vendors, to include tracking and reporting of identified dependencies.
• Audited and tested the system from an end-user/functionality perspective (“black box testing”); worked closely with developers and programmers to ensure a timely resolution of detected issues.
• Performed user acceptance/quality assurance testing of system enhancements, upgrades, and issue resolutions to ensure usability, and devised interim and simplified workarounds for use by the end-user community.
• Independently designed, developed, wrote and published an agency-specific document processing manual and self-training guide for the Smithsonian Institution ETS user community.
• Reviewed and revised travel policy documentation to ensure compliance with the Federal Travel Regulation (FTR) and agency directives.
• Designed and produced training materials for multiple user groups; conducted classroom and one-on-one desktop training sessions for user community at all professional levels; updated and revised training documentation on a continuous basis to ensure timeliness and relevance.
• Developed and presented critical communications and briefings for senior management and the user community throughout system implementation, operations and maintenance.

The KEVRIC Company – Silver Spring, MD – Business/Management Analyst

03/2003 – 06/2005

• Represented the Administration for Children and Families (ACF) on the Department of Health and Human Services (HHS) ETS Project Team, collaborating with other agency personnel for the selection and implementation of the E-Gov Travel system (GovTrip).
• Implemented the E-Gov Travel System (ETS/GovTrip) at ACF; awarded the Assistant Secretary’s Honor Award for Outstanding Contractor for leading the ETS implementation and deployment at ACF.
• Researched, analyzed, developed and edited policies/procedures, internal and external reports, controlled correspondence, DMR budget, Continuity of Operations (COOP) plans, information bulletins, ACF Intranet website, and briefing talking points; nominated to receive the Assistant Secretary’s Honor Award for Outstanding Contractor at ACF.
• Performed as ACF Security Office Coordinator and Security Liaison to the Aerospace Center; received the Assistant Secretary’s Honor Award at ACF for Organizational Team Achievement.