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Skills

  • Process improvement
  • Category equipment
  • Budgets
  • Customer service
  • Emergency response management
  • Developing brand messaging
  • Compassionate resident relations
  • Multitasking during high-demand periods
  • Problem resolution
  • Team building

Work Experiences

  • Achieved a 77% improvement in health and safety audits.
  • Coached a 9-person sales team on how to use effective sales techniques and provide excellent customer service.
  • Educated customers about promotions to increase sales.
  • Achieved over 8 conflict resolutions.
  • Assisted residents with mobility needs.
  • Developed and nurtured long-term relationships with clients through dedicated assistance, issue resolution, and cross-functional collaboration talents.
  • Individual employees were assigned jobs based on their previous training, current abilities, and general knowledge.
  • Achieved zero data breaches during tenure.
  • Achieved a 72% decrease in escalation incidents.
  • Adopted a customer-service-first approach.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Assisted residents in resolving concerns.
  • Client-facing professional with a positive attitude and expertise in quality assurance and client relations.
  • Assisted in developing security strategies.
  • Within Miscellaneous, senior Night Assistant and outstanding performer in client relations and project management.
  • Discussing sales performance, maintaining accountability, and recognizing excellent performance were all successful ways to engage with employees.
  • Calm and composed Night Assistant.
  • Accomplished Night Assistant recognized for initiative.
  • Achieved 100% compliance with fire safety regulations in Columbus.
  • Achieved a 69% improvement in overall service efficiency during overnight shifts.

Accomplishments

  • Monitored building access points and coordinated with security to prevent unauthorized entry, maintaining a 17% secured environment.
  • Developed conflict resolution skills by mediating disputes between residents, increasing overall satisfaction by 19%.
  • Collaborated with team of 14 in the development of method.
  • Facilitated resident check-ins during after-hours, ensuring all procedures were followed, leading to a 34% reduction in check-in delays.
  • Resolved product issue through consumer testing.
  • Assisted in the coordination and implementation of emergency night protocols, maintaining staff and resident safety with zero incidents reported.
  • Monitored security rounds and ensured proper documentation of all incidents, leading to a 53% improvement in night shift safety records.
  • Proactively identified and reported facility maintenance issues, resulting in 7 fewer safety hazards identified during audits.
  • Ensured safe handling of emergency situations, leading to a 42% increase in overall resident safety satisfaction ratings.
  • Trained 13 junior night staff on proper procedures, which enhanced team productivity and reduced errors by 20%.

Affiliations

  • Certified Resident Assistant (CRA) Program
  • Building and Grounds Maintenance Association
  • International Night-shift Workers Alliance
  • Security Industry Association (SIA)
  • Society for Human Resource Management (SHRM)
  • American Medical Informatics Association
  • American Association of Healthcare Administrative Management (AAHAM)
  • Front Desk Management Association
  • International Facility Management Association (IFMA)
  • International Association of Assisted Living Facility Managers

Certifications

  • Certified Hospitality Supervisor (CHS) - Vantage
  • CompTIA Network+
  • Google Certified Professional Cloud Architect
  • Certified Facility Security Officer (FSO) - process
  • Security Awareness Training Certification - framework
  • Certified Hotel Concierge - Ironclad Systems
  • Certified Public Accountant
  • OSHA 10-Hour General Industry Certification (Occupational Safety and Health Administration)
  • Salesforce
  • Certified Emergency and Disaster Management Specialist (EDMS) - Ironclad Systems

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