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Maria Vought, CHESP

109 Pearl Light Circle


Fort Washington, Maryland 20744
703-244-8111 (C) – 240-253-2580 (H)
Marie_vought@yahoo.com
Housekeeping Director and Training Specialist

American Hospital Association Certified CHESP - Customer Services Specialist -


Operations Manager – Linen Manager – Training Coordinator – Staff Development –
Program Implementation/Start-up Operations – Quality Improvement Manager –
Healthcare Environmental Management

An Environmental Expert with over 18 years of extensive hands-on management experience in the
healthcare industry. Supervised teams to develop and execute systems and processes which reduce
costs, greatly improve employee performance and customer satisfaction.

Strengths:
 Strong leadership ability.
 Ability to motivate staff to peak performance levels.
 Bilingual – (English/Spanish)
 Familiar with healthcare related regulatory codes in New York, Virginia, Maryland
and the District of Columbia.
 Proven ability to implement viable solutions.
 Repeatedly recognized for being goal oriented and results driven.
 Team player with the tested abilities to work under a wide variety of circumstances.

PROFESSIONAL EXPERIENCE

March 2009 - Present


Posterity Group LLC.
Executive Director, Customer Support & Training

 Responsible for creation and administration of Environmental Services training


programs, Customer Service training program and Supervisory Development program.
 Designed inspections and monitoring programs to enable clients to monitor
departmental performance and the performance of vendors.
 Provided guidance and advice to government and private companies in the area of
facilities management.
 Designed cost savings programs for customers in the areas of waste management,
contract management, building safety, custodial and environmental management.
 Responsible for the Training and Development of staff.

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April 2008 – March 2009
Wilson Technologies Inc.,
Walter Reed Army Medical Center
Director of Customer Support and Quality Control

 Responsible for Customer Outreach program designed to enhance customer


satisfaction and improve employee retention.
 Responsible for the administration and management of the Floor Services Operations
which covers approximately 900,000 square feet.
 Direct, manage, and supervise staff of 69 Floor Care Technicians, 7 supervisors
and 3 Managers.
 Responsible for creation and administration of Environmental Services training
programs, Customer Service training program and Supervisory Development program.
 Authored technical manuals including policies and procedures, training plans and
schedules.
 Implemented Customer Service Program improving customer satisfaction to 90%.

November 2005 – April 2008


ARAMARK Management Services
Doctors Community Hospital Lanham, MD
Director of Environmental Services

 Responsible for the administration and control of the EVS annual budget of 1.8
million dollars.
 Direct, manage, and supervise staff of 62 housekeeping workers, 4 Leaders, and 2
supervisors.
 Key member of several committees including but not limited to the Infection Control
Committee, Emergency Preparedness Committee, Hazardous Materials Management
Committee, “Improving Workflow on Patient Care Units” Committee which was
recognized by the Maryland Hospital Association and the American Hospitals
Association.
 Implemented systems which improved “Waste-Stream Management” reducing
monthly costs by 14%. Recognized by Hospitals for a Healthy Environment ‘Mercury
Elimination Program’ which presented an award to DCH for implementing programs
and policies that will protect the environment, improve worker safety, reduce pollution
and advance community health.
 Responsible for Environmental Services training programs, Customer Service training
program and Supervisory Development program.

March 2005 – November 2005


Erickson Retirement Communities
RIDERWOOD VILLAGE
Montgomery County, MD
General Services Manager

 Responsible for hiring, coordinating training, quality assurance and customer


satisfaction for 110 housekeeping employees, sub-contractors, office staff and
supervisors.

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 Increased revenue by 17% through an aggressive advertising campaign.
 Responsible for Special Events set-ups which included venues such as Fashion Shows,
Political Debates, Fresh Air Markets, Weddings and Trade Shows for up to 500
guests. Managed “RE-OCC” preparing units for new residents
 Implemented and managed department’s Quality Improvement Program and Customer
Satisfaction Program

Jan. 2002 – March 2005


VERIS Corporation
McLean, VA
Program Implementation and Development
Senior Training Specialist

 Provided guidance and advice to government and private companies in the area of
facilities management.
 Designed cost savings programs for customers in the areas of waste management,
contract management, building safety, custodial and environmental management.
 Designed inspections and monitoring programs to enable clients to monitor
departmental performance and the performance of vendors.
 Assisted clients in the preparation of performance based work specifications.
 Responsible for conducting the “Strategic Analysis” in all healthcare, residential and
educational institutions and preparing recommendations for clients.
 Responsible for design and development of Environmental Services training
programs, Customer Service training program and management development
programs at corporate level and for customers.
 Responsible for the conduct and development of training throughout the organization.
 Conducted Environmental Services inspections in health care facilities to assist
customers in preparation for JCAHO, DCRA, and regulatory inspections.

Dec. 1999– Dec. 2001


The National Institutes of Health
Bethesda, MD
Professional Services Facilities Management
Assistant Director/Training Coordinator

 Responsible for coordinating training for 260 housekeeping employees, sub-


contractors, office staff and supervisors.
 Developed an extensive training program, which included producing training manuals
to assist Supervisors with daily activities
 Conducted Supervisory Development Program.
 Created database to track employee training.
 Conducted a variety of classes including but not limited to New Employee
Orientation, Age Specific Competency, Customer Service, Ergonomics, Fire Safety,
Patient Confidentiality, Quality Improvement, Radiation Safety, Universal Precautions
and Infection Control.
 Implemented and managed department’s Quality Improvement Program.
 Increased quality level and customer satisfaction by 47%, through training and
development of staff.

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1999 – (Sept. – Dec.)
HPA Consultant
The National Institutes of Health
Bethesda, MD
Contracted by NIH, Clinical Center HFCD

 Responsible coordinating training 125 employees to meet JCAHO requirements.


 Developed work schedules.
 Developed and conducted training programs for housekeeping staff, office staff and
supervisors.
 Developed cost saving solutions in the areas of waste management, staffing and linen
distribution.
 Provided consulting to assist in preparation for JCAHO.

Aug. 1997 – Dec. 1999


The George Washington University Hospital
Washington, D.C.
Assistant Director, Environmental and Linen Service

 Trained Crew Leaders, Supervisors and Assistant Managers on


leadership/management principles and technical requirements.
 Utilized manpower effectively through the creation of work teams to achieve specific
housekeeping tasks.
 Instrumental in improving worker morale, which was evidenced through, improved
attendance, high levels of work performance, and improved the professionalism and
reliability.
 Implemented and managed systems, which improved linen operations and reduced
costs.
 Prepared work schedules.
 Directly responsible for housekeeping quality control in Labor & Delivery, Operating
Room and public areas.

Mar. 1992- Jun. 1997


ServiceMaster Management Services Company
Hudson Division
Assistant Director,
Greater Southeast Community Hospital
Washington D.C.
 Developed work schedules to ensure effective utilization of manpower.

 Supervised staff of 93 housekeeping workers, and 7 supervisors.


 Cross-trained employees to allow for maximum flexibility and productivity.
 Established workflow systems that allowed information to be available in a timely and
accurate manner.
 Improved customer satisfaction through raising the level of cleanliness.
 Prepared and monitored performance based contracts in Laundry and waste
management operations.

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Director of Environmental Services,
Interfaith Medical Center
St. John’s Division
BKLYN, N.Y.

 Responsible for the administration and control of an annual budget of $2.5 million.
 Supervised staff of 67 housekeeping workers, and 4 supervisors.
 Certified as a Management Development Coordinator by ServiceMaster and charged
with training new management hires.
 Implemented systems with improved “Waste-Stream Management” which increased
recyclable refuse by 47%, and reduced “Regulated Medical Waste” by 25% resulting
in an annual cost saving of $100,000.
 Managed inventory, budgeting, equipment control, and linen distribution.
 Chaired Patient Satisfaction Committee and introduced a Courtesy Program through
staff education.
 Developed and implemented a facility beautification program.
 Prepared and monitored performance based contracts in Laundry and waste
management operations.
Assistant Housekeeping Manager,
Mount Sinai Medical Center,
N.Y.C., N.Y.
 Achieved record level scores in independent “Patient Satisfaction Surveys” for the
Maternity department.
 Supervised 45 housekeeping workers in a hectic, fast paced environment.
 Coordinated housekeeping services in “V.I.P.” area.

EDUCATION/PROFESSIONAL DEVELOPMENT

Graduate of Beach Channel High School, August 1978, Rockaway Beach, N.Y
Professional Certification/Memberships:
 2008 AHA Certified Healthcare Environmental Services Professional
 2008 Member ASHES
 2007 Maryland Hospital for a Healthy Environment (MD H2E)
 2004 Computer training, PowerPoint
 2003 Computer Training, Facility Solutions using Palm Applications
 2002 National Association for Senior Healthcare Executives, Washington DC
 2001 Team Cleaning Educational Series
 2000 Computer Training, PowerPoint
 1999 HEM Certification (Certified Healthcare Environmental Management)
 1998 Computer Training: Excel, Project Manager, Microsoft Office
 1995 ServiceMaster Management Development Coordinator
 1994 Resilient Floor Care Specialist, Carpet Care Specialist
 1992 ServiceMaster Management Review Program

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