Luciana Vieira
Richmond Hill,Ontario
Summary
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Overview
25
25
years of professional experience
Work History
General Manager
Chartwell Grenadier Retirement Residence
02.2022 - 06.2024
- Increased Residence occupancy by 52 net suites, from 75% occupied to 95% occupied in 2 years.
- Also achieved a significant 120% increase in revenue along with a monthly NOI of $850K.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales. Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Conducted market research to identify trends, opportunities, and threats in the industry.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Guided management and supervisory staff to promote smooth operations. Trained employees on duties, policies and procedures.
- Implemented successful business strategies to increase revenue and target new markets.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Tracked monthly sales to generate reports for business development planning.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Formed and sustained strategic relationships with clients.
- Developed service and sales strategies to improve retention and revenue.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Implemented and fostered an inclusive and diverse environment for staff, residents and visitors.
General Manager
Chartwell Gibson Retirement Residence
10.2018 - 02.2022
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales as in my last role.
- Maintained the Residence 100% occupied, with no covid outbreaks throughout the pandemic. (see Toronto Star article for reference - North York retirement home celebrates being COVID-free for a year | News | toronto.com). Residents 98% satisfied, staff 89% very satisfied. No agency used for the entire time as GM at this Residence.
- Exceeded budgeted NOI by over 5%, 3 years in a row, despite high use of supplies due to pandemic.
- Participated in Infection Control Committee at NYGH to provide support to other senior Residences having outbreaks, and lacking resources for vaccination. Participated in pilot testing of Rapid Antigen test.
- Participated in ST Michael's system antigen research project.
Health and Wellness Manager
Chartwell Gibson Retirement Residence
05.2016 - 10.2018
- Helped to create Chartwell's Care Assist Program, and generated 200K/month in care revenue monthly in a 70 unit Residence ($2.85 PRD).
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Certified my entire team in Gentle Persuasive Approach.
- Participated in Year long Administrator certification through Chartwell to become a General Manager.
Behavioral Support and Rehab Coordinator
Chartwell Wenleigh LTC
Mississauga , Ontario
12.2008 - 05.2016
- Monitored patient progress and adjusted treatment plans as needed.
- Collaborated with other healthcare professionals to develop comprehensive treatment plans for patients.
- Provided education to patients and families on rehabilitation procedures and lifestyle changes.
- Collaborated with physicians and other healthcare professionals regarding goals for each patient's rehabilitation or behavioral support program.
- Reviewed patient medical records to assess eligibility for services, develop care plans, and determine appropriate levels of care.
- Worked closely with nursing staff to provide guidance.
- Coordinated facility's CARF accreditation twice. Member of all quality improvement committees.
Registered Practical Nurse
Bayshore Health Care
Mississauga , Ontario
12.2007 - 07.2009
- Counseled family members on how to cope with stress caused by serious illnesses.
- Developed comprehensive patient care plans based on assessment results and physician orders.
- Educated patients and families about health maintenance, disease prevention and treatments.
- Provided direct patient care, including administering medications, wound care, injections, immunizations and performing physical examinations.
Registered Practical Nurse
Chartwell Pinegrove Lodge
Woodbridge , Ontario
01.2005 - 12.2008
- Provided direct care for patients to help them achieve optimal health outcomes.
- Assisted physicians with examinations, treatments, and procedures as needed.
- Performed physical assessments, including vital signs, height and weight measurements.
- Assessed, monitored and evaluated patient health status.
Registered Practical Nurse
St Peter's Hospital
Hamilton
04.2002 - 01.2005
Registered Practical Nurse
Trillium Health Partners
Mississauga , Ontario
01.2001 - 07.2003
Registered Practical Nurse
Toronto Grace Hospital
Toronto , Ontario
01.2001 - 07.2003
Registered Practical Nurse
St Vincent's Hospital
Ottawa , Ontario
11.1999 - 01.2001
Registered Practical Nurse
Ottawa Civic Hospital
Ottawa , Ontario
11.1999 - 01.2001
Education
Certificate - Administration
Aspiring Leaders Program
Toronto08-2018
Improvement Facilitator - 6 Sigma - Improvement Facilitator
HCCSS Funded
10-2013
Healthcare Administration And Service Management - Healthcare Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON07-2013
Certified Trainer - Behavioral Science
P.I.E.C.E.S. Canada
Toronto, ON06-2012
GPA Coach - Gentle Persuasive Approach
Ageinc.ca Advanced Gerontological Education
Hamilton04-2012
Bachelor of Science - Chemistry And Biochemistry
McMaster University
Hamilton, ON07-2004
Diploma - Advanced Foot Care Diploma
Mohawk College of Applied Arts And Technology
Hamilton, ON06-2002
RPN Diploma - Nursing
Algonquin College
Ottawa, ON07-1999
Skills
- Multimillion-dollar P&L Management
- Business Development
- Operational Management
- Total Quality Management and Improvement
- Sales planning and implementation
- Team Management
- Geriatrics and Behavioral Specialist
Accomplishments
- Excellence Award for Occupancy increase and Agency use reduction - 2023, 2024
- College of Nurses of Ontario Employers Advisory committee member 2018 - 2024
- College of Nurses of Ontario LTC Advisory Committee Jan 2013 - Dec 2014
- Chartwell’s Diversity and Inclusion Committee Nov 2020 - Dec 2022
Languages
English
Full Professional
Italian
Limited
Portuguese
Native/ Bilingual
French
Elementary
Spanish
Limited
References
References available upon request.
Timeline
General Manager
Chartwell Grenadier Retirement Residence
02.2022 - 06.2024
General Manager
Chartwell Gibson Retirement Residence
10.2018 - 02.2022
Health and Wellness Manager
Chartwell Gibson Retirement Residence
05.2016 - 10.2018
Behavioral Support and Rehab Coordinator
Chartwell Wenleigh LTC
12.2008 - 05.2016
Registered Practical Nurse
Bayshore Health Care
12.2007 - 07.2009
Registered Practical Nurse
Chartwell Pinegrove Lodge
01.2005 - 12.2008
Registered Practical Nurse
St Peter's Hospital
04.2002 - 01.2005
Registered Practical Nurse
Trillium Health Partners
01.2001 - 07.2003
Registered Practical Nurse
Toronto Grace Hospital
01.2001 - 07.2003
Registered Practical Nurse
St Vincent's Hospital
11.1999 - 01.2001
Registered Practical Nurse
Ottawa Civic Hospital
11.1999 - 01.2001
Certificate - Administration
Aspiring Leaders Program
Improvement Facilitator - 6 Sigma - Improvement Facilitator
HCCSS Funded
Healthcare Administration And Service Management - Healthcare Management
Conestoga College Institute of Technology And Advanced Learning
Certified Trainer - Behavioral Science
P.I.E.C.E.S. Canada
GPA Coach - Gentle Persuasive Approach
Ageinc.ca Advanced Gerontological Education
Bachelor of Science - Chemistry And Biochemistry
McMaster University
Diploma - Advanced Foot Care Diploma
Mohawk College of Applied Arts And Technology
RPN Diploma - Nursing
Algonquin College
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