Amanda Boileau
St. Petersburg,FL
Summary
Accomplished Executive Director recognized for leveraging strong team leadership and development to drive forward an expectation of a high level of customer service and quality services. Highly organized, detail-oriented leader skilled in directing high-performing teams to develop solutions and solve challenging client concerns. Success overseeing 11 branch offices, a QA department, an after hours department and a client services department all supporting 3,000+ clients and 3,000+ employees.
Overview
16
16
years of professional experience
Work History
Executive Director
Companions & Homemakers
St. Petersburg, FL
05.2009 - 10.2024
- Guided staff through three periods of organizational change, maintaining stability and focus on the company's mission and goals.
- Oversaw and supported 11 branch offices and several supporting departments consisting of a QA department, client services department, recruiting department, an after hours department and a company receptionist.
- Collaborated with legal, tech, billing and payroll departments to follow through on client concerns various in nature.
- Ensured compliance with laws and regulations were followed and up to date to protect organization from legal liabilities and penalties.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Built relationships with care managers to increase intakes and, in return, increase sales for the company.
- Increased organizational efficiency by streamlining processes and implementing new systems.
- Founded performance and merit-based evaluation system to assess staff performance.
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Mentored and developed high-potential employees for leadership roles and opportunities for growth.
- Assisted with researching the potential for opening new locations and regularly reviewing competitors in the same market.
- Oversaw the company's recruitment of both office staff and caregiving staff hires needed. Assisted with creating promotional materials for social media, radio ads, and email blasts.
- Worked to enhance job descriptions and streamlining interview procedures.
- Ensured customers received timely resolution of escalated issues and proactive follow through.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assessed customer feedback data, identifying opportunities for improving the quality of services and customer service being given by staff within the company.
911 Dispatcher
West Springfield Police Department
West Springfield, MA
05.2008 - 04.2009
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
Education
Bachelor Of Science - Criminal Justice
Bay Path College
Longmeadow, MASkills
- Operations Management
- Staff Management
- Human Resources Management
- Project Management
- Crisis Management
- Compliance and regulations
- Client Services
- Relationship Building
- Process Improvements
- Revenue Growth
- Leadership and People Development
- Mentoring, Training & Employee Development
- Policy Development
- Quality Assurance
- Root Cause Analysis
- Report Compilation
- Call Monitoring
- Data Analysis
Timeline
Executive Director
Companions & Homemakers
05.2009 - 10.2024
911 Dispatcher
West Springfield Police Department
05.2008 - 04.2009
Bachelor Of Science - Criminal Justice
Bay Path College