Hi, I’m
Amy Michele Osborne
Residential Technician
Lancaster,PA
Summary
Motivated House Manager known for successfully overseeing events and alleviating issues associated with complex service delivery. Promoting Integrity and Grace resourcefulness and solutions-oriented problem-solving. Personable and dedicated solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients & residents. Motivated to maintain client satisfaction and contribute to company success.
Hardworking with strong ability in leadership. Offering experience, highly organized, proactive and punctual with team-oriented mentality. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
11
years of professional experience
1
Certification
Work History
The Nicholas HouseLancaster, PA
House Manager
10.2022 - Current
Job overview
- Enforced state and federal regulations as well as company policies and procedures for strict compliance.
- Resolved individual resident issues and neighborly complaints with excellent interpersonal skills.
- Maintained utmost confidentiality of residents' information and records in accordance with federal and state requirements
- Participated in and facilitated community events for residents to create friendly bonds between house members.
- Assisted with creating policies to benefit residents by participating in housing boards, community meetings and taskforces.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Oversaw the intake and discharge processes, which included filling out paperwork, for individuals.
- Responded to resident complaints and coordinated with contractors to perform necessary repairs on units.
- Assisted in defining roles for parolees and members of household, creating environment of personal responsibility for words and behavior
- Submitted work orders for needed repairs to maintenance department for quick turnaround.
Blueprints for Addiction RecoveryLancaster, PA
Residential Technician
08.2022 - Current
Job overview
- Performed laundry, cleaning and grocery shopping duties.
- Transported and accompanied residents to and from medical appointments, shopping trips, recreational activities and scheduled activities.
- Coordinated daily schedules and activities of residents and completed and maintained medical records and files.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Documented and reported observations of patient behavior, complaints or physical symptoms to nurses.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Collected specimens from patients for laboratory testing purposes.
- Administered medications and educated patients and families on correct at-home administration.
- Transported specimens, laboratory items or pharmacy items, verifying proper documentation and delivery to authorized personnel.
Visage Visage Day Spa & SalonLancaster, PA
Receptionist
05.2022 - 09.2023
Job overview
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Processed payments and updated accounts to reflect balance changes.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Greeted and directed visitors to appropriate personnel and answered average of 20 calls and emails daily.
- Scheduled and confirmed appointments and meetings for management team.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Scheduled appointments and maintained and updated appointment calendars.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
Lyndon DinerLancaster, PA
Hostess
02.2022 - 09.2022
Job overview
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Greeted incoming guests to escort to assigned dining area and present menus.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Built positive relationships with other front-of-house and kitchen staff.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Checked dining and serving areas to verify proper cleanliness and readiness for guests.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Performed regular restroom checks to restock supplies and handle minor cleaning.
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
- Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
StarbucksLancaster, PA
Barista
01.2021 - 06.2021
Job overview
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Maintained clean and organized workspace, enabling coworkers to locate resources and product.
- Followed health, safety and sanitation guidelines to pass state inspections.
- Collected payments and provided accurate change.
- Addressed and resolved customer concerns to maintain brand loyalty.
- Memorized official and off-menu coffee and tea preparations.
- Supported highest standards of conduct and service to support company reputation.
- Described menu items to customers and suggested products based on stated preferences.
- Gave samples of popular coffee and tea blends to create sales opportunities.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Prepared and served hot or cold beverages.
- Utilized POS system to receive and process customer payments.
- Described menu items to customers and suggested appealing products.
- Demonstrated techniques on using multiple beverage machines with new team members.
- Recommended pastries and sandwiches to pair with customers' beverages.
- Checked temperatures of freezers, refrigerators or heating equipment to verify proper functioning.
- Input orders into point of sale system and handled customer payments.
- Cleaned and sanitized service or seating areas, complying to health protocols and food safety standards.
Meginley AutoQuarryville, PA
Office Manager
05.2014 - 08.2019
Job overview
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Reviewed files and records to obtain information and respond to requests.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Interpreted and communicated work procedures and company policies to staff.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Dutchway Farmers MarketGap, PA
Customer Service Associate
07.2012 - 04.2014
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Operated multi-line phone system and online messaging system to communicate with customers.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers regarding needs and addressed concerns.
Education
Avon Grove High SchoolWest Grove, PA
GED
2005
Skills
- Activity Supervision
- Project
- Teamwork and Collaboration
- Verbal and Written Communication
- Complex Problem Solving
- Problem Resolution
- Goal Setting
- Team Leadership
- Managing Operations and Efficiency
- Documentation and Reporting
- Team Building
- Time Management
- Negotiation and Conflict Resolution
- Calm Under Pressure
- Good Judgment
- MS Office
- Decision Making
- Strong Work Ethic
- Positive Team Player
- Productivity and Time Management
- Communication and Interpersonal Skills
- Multitasking and Prioritization
- Safety Standards and Protocols
- Vehicle Operation
- Willingness to Learn
- Checklists and Recordkeeping
- Microsoft Office
- New Employee Training
- Flexible Schedule
- Multi-Line Telephone Skills
- Customer Service-Oriented
- Data Entry and Database Software
- Calendar Management
- Positive Attitude and Energetic
- Courteous and Professional
- Appointment Scheduling
- Reliable and Punctual
- Security Understanding
- Technologically Savvy
- Computer Skills
Certification
- CPR Certification
- Relias Trainings completed
Hobbies
- Journaling
- Motivational Speaker; 12 Step Fellowship's
- Reading
- Volunteering
- Gardening
- Singing
- Member of Church
- Hiking
- Painting/Photography
- Yoga
- Cooking
Timeline
House Manager
The Nicholas House
10.2022 - Current
Residential Technician
Blueprints for Addiction Recovery
08.2022 - Current
Receptionist
Visage Visage Day Spa & Salon
05.2022 - 09.2023
Hostess
Lyndon Diner
02.2022 - 09.2022
Barista
Starbucks
01.2021 - 06.2021
Office Manager
Meginley Auto
05.2014 - 08.2019
Customer Service Associate
Dutchway Farmers Market
07.2012 - 04.2014
Avon Grove High School
GED