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
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
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
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