Susan P. Williams has over 25 years of experience in operations management and director-level roles. She currently serves as the Business Office Director at Holly Hill Hospital, where she oversees operations, quality assurance, and financial reporting. Previously, she worked as Chief of Operations at Kross, Lieberman & Stone, where she boosted monthly sales from $500k to over $3 million through a focus on customer service and collection initiatives. Williams has expertise in operations management, finance, accounts, quality assurance, and business development.

1. SU SA N P. WI L L IA M S
11411 Colbert Creek Loop, Apt #200 Phone: 919-601-7859
Raleigh, NC 27614 Email: spwilliams99@gmail.com
OPERATIONS MANAGER / DIRECTOR
A highly experienced and top-performing professional with a career that spans 25 years in various managerial and
director-level capacities. Known as a self-motivated, service-oriented and diligent leader with the ability to uphold
communications between multiple departments as well as customers, teammates and executive-level figureheads.
Recognized for a strong sense of career dedication, professional versatility and creativity.
AREAS OF EXPERTISE
 Operations Management
 Finance Administration
 Accounts Payable / Receivable
 Quality Assurance
 Account Management
 Business Development
 Policies & Procedures
 Third-Party Networking
 Workforce Management
 Team Leadership / Building
 Training & Development
 Interdepartmental Relations
PROFESSIONAL EXPERIENCE
HOLLY HILL HOSPITAL, RALEIGH, NC 11/2010-Present
BUSINESS OFFICE DIRECTOR
 Spearhead operations and business functionality such as office management, quality assurance, guideline
enforcement, and performance reporting.
 Utilize billing software on a regular basis, including software migrations and new billing system installations.
 Oversee day-to-day accounts receivable processes. Interface with third-party payers in order to uphold
communications while continuously striving to strengthen collections and minimize bad debt.
 Administer hands-on financial support through a variety of means, including review / distribution of daily patient
billings and participating in the establishment of financial policies and procedures.
 Lead ongoing case management in regards to denial tracking / review and re-certification.
 Regularly review and collate daily reports and censuses in assurance of accuracy and completeness.
 Interface with executive-level figureheads, including chief financial officer and chief executive officer, in order to
engage in departmental planning, troubleshooting, timeline management and problem solving.
 Serve as relief personnel for all business office positions as called upon.
KROSS, LIEBERMAN & STONE, RALEIGH, NC 2/2001-11/2010
CHIEF OF OPERATIONS
 Provided management over all internal office departments as well as collections and client / collector support.
 Orchestrated human resource functionality, including employee training, discipline, attendance tracking and
vacation time. Utilized one-on-one meetings in order to track progress and disseminate individual goals.
 Played a key role in boosting sales from $500K monthly to more than $3MM by renewing focus on customer
service and strengthening collection initiatives.
 Credited as a key contributor in bolstering revenue collections from approximately $200K to more than $1MM by
streamlining and optimizing daily procedures as well as maintaining focus on organizational goals and visions.
 Supported debt collection efforts by implementing talk-offs and continuous training sessions, ultimately resulting
in increased revenue, commissions and bonuses.
 Upheld business accounting functionality, including accounts receivable / payable, client statements and month-
end reconciliation procedures.
 Drove customer service by ensuring data integrity, leading troubleshooting strategies and developing
performance evaluations of team-oriented productivity. Provided sales support in absence of sales department
availability, thereby increasing sales and customer satisfaction.
Previous experience includes Order Filler with AmerisourceBergen (9/2000-1/2001), Store Manager with Ace Beauty
Company (2/1995-6/2000), Salon Manager / Nail Technician with Tangles Hair Salon (1994-1995) and Assistant
Manager with Supercuts Salon (1990-1993).

2. Client Name Resume, Page 2
EDUCATION & TRAINING
SQL / Advanced Excel Certification (In Progress)
Microsoft Word / Excel Certification