Angela Lease
Saint Cloud,MN
Summary
Dedicated and results-driven professional with extensive experience in customer service management. Skilled in quickly adapting to new environments, leading teams, and ensuring optimal customer satisfaction. Proven ability to manage tasks individually or collaboratively with both customers and team members. Highly dependable with a strong commitment to enhancing customer experiences and achieving company goals.
Overview
23
23
years of professional experience
Work History
Environmental Services Housekeeper / E.V.S
Grand Casino Mille Lacs
Onamia, MN
04.2022 - Current
- Maintained safety protocol by wearing appropriate personal protective equipment, mitigating potential risks associated with hazardous materials, biohazards, and harmful substances.
- Promoted cleanliness and sanitation by emptying trash cans and recycling bins.
- Adhered to facility's predetermined sanitation and cleanliness quality standards using chemicals and cleaning equipment.
- Showcase exceptional work ethic and reliability, contributing to team success and maintaining high levels of cleanliness throughout the facility.
- Responded promptly to customer inquiries regarding services provided by the department.
- Reviewed daily schedules to plan out cleaning routines and gather needed supplies.
Housekeeping Room Attendant
Grand Casino Mille Lacs
Onamia, MN
04.2022 - Current
- Managed the removal of bed linens and towels from guestrooms, applying stain treatments for optimal maintenance.
- Maintained cleanliness of bathroom by providing fresh towels and replacing amenities.
- Achieved higher levels of guest satisfaction by consistently ensuring clean and well-stocked rooms were available on time.
- Communicated effectively with team members about daily assignments and task progress.
- Ensured compliance with health regulations regarding sanitation procedures.
- Responded promptly to requests from guests and other departments.
- Assisted colleagues whenever necessary in order to meet deadlines set by management.
P. C. A
Harmony House
Little Falls, MN
08.2008 - 09.2008
- Facilitated proper hygiene practices by providing assistance with bathing and grooming tasks.
- Reduced the risk of infections and accidents by maintaining a clean and safe environment for patients.
- Answered questions from family members regarding patient's condition or care plan.
- Administered medications orally or topically as directed by physician orders.
- Collaborated with family members and other healthcare professionals to develop individualized care plans for each patient's needs.
- Communicated regularly with supervisors regarding any changes in client status or behavior that require attention.
- Maintained accurate records of client care services provided on a daily basis.
P. C A.
Lutheran Social Services
Little Falls, MN
04.2007 - 07.2008
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Ensured compliance with proper hygiene practices through assistance with bathing and grooming tasks.
- Improved patient comfort by providing compassionate and attentive care.
- Provided emotional support and companionship to elderly clients experiencing loneliness or depression.
- Ensured safety of patients by using appropriate lifting techniques while assisting them with mobility activities.
- Monitored vital signs such as blood pressure and pulse rate for clients under medical care.
Teleservice Representative
Meyer Teleservice
Little Falls, MN
04.2001 - 01.2007
- Exceeded performance regularly by staying focused on customer needs and providing exceptional service.
- Streamlined call handling processes for improved response times and increased productivity.
- Reduced escalations by effectively resolving conflicts through active listening, problem-solving skills, and professional demeanor during difficult conversations.
- Contributed positively to the workplace culture by actively participating in team meetings, sharing ideas, and supporting colleagues when needed.
- Assisted in training new Teleservice Representatives on the job functions required for this role.
- Kept detailed records of all conversations with customers in the CRM system.
- Analyzed call data logs regularly to identify areas requiring improvement in customer service processes.
- Negotiated payment plans with customers to ensure timely repayment of debt.
Education
High School Diploma -
Bertha Hewitt High School
Bertha, MN05.1990
Business Management
Rasmussen College
Waite Park, MNSkills
- Strong Work Ethic
- Team Collaboration
- Effective Communication skills
- Hazardous chemical training
- Customer Relationship Management
- Team leadership and development
- Conflict and Complaint Resolution
- Process Improvement
- Performance Metrics and Analysis
- Adaptability and Flexibility
Timeline
Environmental Services Housekeeper / E.V.S
Grand Casino Mille Lacs
04.2022 - Current
Housekeeping Room Attendant
Grand Casino Mille Lacs
04.2022 - Current
P. C. A
Harmony House
08.2008 - 09.2008
P. C A.
Lutheran Social Services
04.2007 - 07.2008
Teleservice Representative
Meyer Teleservice
04.2001 - 01.2007
High School Diploma -
Bertha Hewitt High School
Business Management
Rasmussen College
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