Denise Ann Palma

2335 Quail Place Dr.

Missouri City, TX 77489
281-901-2746
denise.a.palma@outlook.com

OBJECTIVE
My goal is to continue to build upon my work and academic experience in
nutrition. Moreover, utilize past customer service and counseling experience
to provide an efficient and positive work environment in nutrition.
EXPERIENCE
The University of Texas MD Anderson Cancer Center, March 2013-April
2015

Supervisor, Health Information-Public Education Office

Manage 7 Health Information Specialists (HIS) for askMDAnderson,

the front door/information line for MD Anderson.

Provide health information to prospective and current patients

through calls or email inquiries.

Monitor HISs through call monitoring in order to respond to

customers in a timely manner

Capable of providing general cancer knowledge:

risks and prevention.

Serve as the training coordinator for MD Anderson Ambassador

Program by scheduling continued education and training sessions:
the program consists of over 100 MD Anderson employees
volunteering their time to serve our local community through
prevention lectures, exhibits or tour of the institution.

treatment, health

The University of Texas MD Anderson Cancer Center, March 2011March 2013

Assistant Manager Room Service Call Center-Clinical Nutrition

Department
MD Anderson Cancer Center provides a unique experience to
patients and guest by providing Room Service similar to the hotel
industry to in-patients.

Manage ~30 room service call center staff by monitoring calls through
AVAYA phone system.
Train staff so that service standards (diet
selection, allergens, menu knowledge, preparation of foods, ingredients)
are 85%.

Overall management of call center for efficiency in order to provide

great patient care.

Provide customer service to patients, guests or internal customers by

assisting with complaints or special circumstances outside the realm of

a room service assistant.

Complete new employee orientation, employee/customer rounding,

evaluation and separation clearance.

Complete disciplinary action notice as appropriate and/or provide 1:1

coaching for immediate correction.

Participate in updating department policies, call center procedures,

handbook and job descriptions.

Update internal and external department website through Rhythmx.

Evaluate timesheets and submit corrections to timekeeper weekly.

During downtime procedures capable of troubleshooting computer,

printer, AVAYA phone system or other technical issues disturbing call
center flow.

Participate in strategic planning to help Clinical Nutrition Department

develop new mission and vision.

Utilize CBORD-Food Service Suite (FSS) to assist patients with menu

selections compliant to their diet order and allergies.

Participate in Taste Testing on new food items by providing a detailed

evaluation to Executive Sous Chef.

Evaluate Test Trays-create a mock patient and place order in FSS and
monitor tray from production until delivery. Evaluate tray for accuracy,
temperature and quality.

Participate in Performance Improvement Projects to develop new ideas

on how to improve accuracy of trays and patient satisfaction.

Assist Registered Dietitians with Tube feeding requests by sending

requested product to patient, initiate a Calorie Count and monitor
progress in NSS and submit Nutritional Consult requests as needed by
patient.

Monitor Missed Meals Report, Communication Barrier and Religious

Report to further assist patients with menu selections.

Develop posters and flyers for Daily Specials and Item of Month that are
distributed to in-patient and guest during admissions.

Harris County Public Health and Environmental Services-WIC Nutrition

Services, June 2008-March 2011

Site Supervisor

Managed WIC clinic site by handling staffing/accountability of staff

members, disciplinary actions, quality assurance according to policy,
resolution of customer service concerns, and effective clinic flow.

Managed 16 staff members and maintained 90% cross-trained

employees in all areas of the clinic-income screening, anthropometric
and hematocrit training, nutrition education, issuing of food benefits.

Managed largest WIC site in Harris County which serviced over 8600
active clients.

Performed outreach in local community to gain additional clients by

visiting local clinics.

Sustained eligibility of WIC applicants according to local, state and

federal policies.

Provided and evaluated the individual nutrition counseling to WIC

clients according to local, state and federal policies. Utilized
anthropometrics, hematocrit level and client centered concerns to
administer counseling session.

Evaluated non-contract formula requests by WIC clients according to

state policies.

Shastas Culinary Caf, University of Houston, January 2008-May 2008

Student General Manager

Developed menu and theme for designated day of presentation. Provide

design for dining room set-up and decorations. In addition, include
plate presentation for waiters.

Scaled recipes from 10 servings to 70 servings using culinary math for

menu which included appetizer, main course and vegetarian, two sides
with proper color scheme and dessert. Ran a test lab to distinguish
faults in recipes and plate presentations.

Generated marketing posters to promote menu on campus.

Childrens Nutrition Research Center - Baylor College of Medicine

May 2007-Feb 2008
Research Intern-Temporary
Performed 24-hour dietary recalls on child research participants using
NDSR-Nutrition Data System for Research.

Conducted interviews and performed anthropometrics including waist

circumference, triceps skinfold, height and weight
Washington Mutual December 2004-May 2008
Senior Teller
Texas Army National Guard, Ellington Field, TX, June 2000-June 2009
Flight Operations Sergeant
EDUCATION
University of Houston-Victoria Campus, January 2015-Present
MBA-Entrepreneurship
Texas Womans University, Houston, Texas, January 2011-December
2014
M.S. Nutrition, December 10, 2014
University of Houston, Houston, Texas
B.S. Nutrition with ADA Certification, May 10, 2008
SKILLS/PROFESSIONAL ORGANIZATIONS/VOLUNTEER ACTIVITES

Fluent in Spanish-Language and Writing

Nutrition Data System for Research (NDSR)

CBORD-Food Service Suite and Nutrition Service Suite

Growth XP Plotting Software (WIC)

Microsoft Word, Excel, Publisher, PowerPoint, Outlook

Sodexo Dietetic Intern 2015