Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Work Preference
Quote
Software
Timeline
AssistantManager

Angela Carter

Sandusky,OH

Summary


Professional Program Supervisor with solid track record in overseeing and optimizing projects. Skilled in team collaboration, resource allocation, and strategic planning to drive successful outcomes. Known for adaptability and reliability in dynamic environments. Adept at conflict resolution, process improvement, and fostering cohesive work culture.

Overview

11
11
years of professional experience

Work History

Program Supervisor

Erie Residential Living Inc
07.2024 - Current


  • Facilitated regular team meetings, keeping staff informed about updates, changes, or upcoming events related to the program they supervised.
  • Evaluated program performance regularly, using data-driven insights to inform future decision-making processes.
  • Demonstrated strong leadership skills under challenging circumstances, effectively managing team dynamics during periods of transition or high-stress environments.
  • Ensured compliance with state regulations by maintaining accurate records, conducting internal audits, and participating in external reviews.
  • Promoted a positive work culture by providing ongoing feedback, recognition, and support to staff members.
  • Improved program quality by developing and implementing individualized service plans for residents.
  • Facilitated open communication among staff members, encouraging collaboration and teamwork in service delivery.
  • Developed strong relationships with external agencies, collaborating to secure additional resources or services for residents as needed.
  • Demonstrated commitment to continuous improvement by actively seeking out professional development opportunities and staying current on industry trends in residential care.
  • Assessed potential new clients'' suitability for the program during intake interviews or evaluations, ensuring proper placement within the residential setting based on their needs.
  • Communicated regularly with guardians of residents, answering questions and addressing concerns.
  • Provided leadership, guidance and support to staff members.
  • Monitored program performance and outcomes for successful delivery of services.
  • Partnered with local organizations to expand access to social and community services.
  • Established and maintained relationships with key stakeholders.
  • Implemented strategies to increase public awareness of social and community service programs.
  • Directed team of 20 personnel, overseeing records, performance, and quality assurance.

Customer Service Representative

Stone Central
05.2023 - 06.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Maintained high levels of customer retention with proactive relationship-building strategies.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Managed high volume of customer calls, maintaining calm and professional demeanor.
  • Negotiated solutions in challenging situations to retain customer loyalty.
  • Assisted in training of new hires, sharing best practices and company policies.
  • Resolved customer complaints, ensuring customer satisfaction and loyalty.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Residential House Manager

Beehive Homes of Henderson
02.2021 - 09.2022
  • Coordinated maintenance requests, ensuring prompt completion of repairs and minimal disruption to residents.
  • Created detailed reports regarding facility conditions, incident occurrences, or other pertinent information as requested by ownership or management personnel.
  • Organized social activities for residents to promote camaraderie and engagement within the community.
  • Maintained a safe living environment by enforcing house rules and conducting regular safety inspections.
  • Streamlined daily operations for increased efficiency through effective staff management and delegation of tasks.
  • Enhanced resident satisfaction by addressing and resolving concerns in a timely manner.
  • Assisted residents with daily hygiene and living tasks.
  • Improved overall house cleanliness, implementing strict cleaning schedules for staff members.
  • Implemented conflict resolution strategies when mediating disputes between residents or staff members.
  • Conducted regular performance evaluations for staff members, providing constructive feedback on areas needing improvement.
  • Developed strong relationships with residents, fostering a positive and supportive living community.
  • Recruited hired, and trained new staff members, cultivating a high-performance team dedicated to excellent resident service.
  • Managed day-to-day operation of home to comply with regulations and agency standards.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.

Manager

Circle K
12.2014 - 03.2017
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

Bachelor of Science - Healthcare Administration

University of Maryland Global Campus
Hyattsville, MD
07-2028

High School Diploma -

Mapleton High School
Ashland, OH
06.1989

Skills

  • Team building
  • Workforce development
  • Strategic visioning
  • Document management proficiency
  • Staff development expertise
  • Cross-functional program oversight
  • Performance evaluation expertise
  • Designing effective time management plans
  • Skilled in requirement documentation
  • Standard operating procedure creation
  • Employee development strategies
  • CPR and AED certified professional
  • Client needs analysis

Certification

  • Certified CPR/First Aid Instructor, Red Cross
  • Certified Medication Administration

Accomplishments

  • Supervised team of 15-20 staff members.
  • Achieved Case Management by introducing SetWorks for client tracking tasks.
  • Achieved new community clients by completing client interviews and intake with accuracy and efficiency.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balance

Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Software

SetWorks

Paycom

Microsoft Office

Timeline

Program Supervisor

Erie Residential Living Inc
07.2024 - Current

Customer Service Representative

Stone Central
05.2023 - 06.2024

Residential House Manager

Beehive Homes of Henderson
02.2021 - 09.2022

Manager

Circle K
12.2014 - 03.2017

Bachelor of Science - Healthcare Administration

University of Maryland Global Campus

High School Diploma -

Mapleton High School

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