Amber Michaelson
Hinton,IA
Summary
Seasoned Senior Unit Manager with a robust history of leadership in high-pressure environments. Demonstrated ability to streamline processes, enhance team productivity, and implement strategic initiatives for business growth. Noted for developing strong relationships with all levels of staff, fostering an environment of collaboration and respect. History of reducing costs while increasing efficiency and customer satisfaction within units managed.
Overview
35
35
years of professional experience
Work History
Senior Unit Manager
Premier Bankcard
Dakota Dunes , SD
04.2006 - 10.2024
- Tracked progress on projects and provided timely feedback to staff members.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Conducted regular meetings with team members to discuss progress on projects and objectives.
- Maintained accurate records of employee attendance, vacation time, sick leave and other related data.
- Ensured adherence through policy modifications
- Provided guidance and support to subordinate managers in order to meet departmental goals.
- Resolved escalated customer service issues by providing timely solutions or escalating them as needed.
- Assessed team training needs and arranged for appropriate training sessions for employees.
- Formulated approaches to improve task management while maintaining cost control
- Identified and oriented new staff members before deployment to assigned stations.
- Prepared and presented reports on unit performance, challenges, and achievements to senior management.
- Monitored compliance with health and safety regulations, ensuring a safe work environment.
- Analyzed unit performance metrics, identifying trends and areas for improvement.
- Conducted regular performance evaluations, offering constructive feedback and setting goals.
- Facilitated team meetings to communicate targets, share updates, and gather feedback.
- Developed and implemented operational plans to improve efficiency, productivity and quality of work.
- Directed and supervised team of 15 employees in daily operations.
Supervisor
MCI Telecommunications
Sergeant Bluff, IA
04.1990 - 03.2006
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Organized special events such as company picnics or holiday parties for employees.
- Collaborated with other departments to coordinate workflow processes between teams.
- Complied with company policies, objectives and communication goals.
- Responded to customer questions regarding products, prices and availability.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Trained new employees on company policies, job duties, and performance expectations.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
Education
High School Diploma -
North High School
Sioux City, IA05-1987
Some College (No Degree) - Business
Wayne State College
WayneSome College (No Degree) -
Briar Cliff University
Sioux City, IASkills
- Key Performance Indicators
- Workforce Planning
- Web Analytics
- Staff Training and Development
- Sales management
- Staff Management
- Process Improvement
- Processes and procedures
- Policy Enforcement
- Employee Motivation
- Goal-Oriented
- Training and mentoring
- Expectation setting
- Process Monitoring and Improvement
Affiliations
- I did alot of volunteer work with Big Brothers Big Sisters, Siouxland Heart Walk, Voice for Food, Siouxland Food Bank, Bowl for Kids Sake, Boys and Girls Home, Tyson Event Center trick or treat, Empty Bowls.
- I did many additional responsibilites outside of my role as a Unit Manager. I organized and managed our Employee Appreciation events that were monthly for our Dakota Dunes site and I also managed and organized our annual Chili Feed for our Dakota Dunes site.
Accomplishments
- I received many Quarterly PREMIER Performer Awards due to my exceptional work as a Supervisor/Senior Unit Manager.
- I achieved my goals ranking #2 in our management Supervisor ranking several years out of 12 supervisors/managers.
- I was in top 2 ranking for productivity KPI's in my department out of 12 supervisors 16 out of my 18 years at PREMIER.
Timeline
Senior Unit Manager
Premier Bankcard
04.2006 - 10.2024
Supervisor
MCI Telecommunications
04.1990 - 03.2006
High School Diploma -
North High School
Some College (No Degree) - Business
Wayne State College
Some College (No Degree) -
Briar Cliff University
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