DonMonique Howard-Shaw
Phoenix,AZ
Summary
Experienced Recreation Leader with a passion for customer relations and providing exceptional services to both youth and adults. Skilled in effective communication with customers and directing engaging programs for individuals of all ages, including seniors. Proven track record of organizing and managing diverse recreational programs, emphasizing team collaboration and achieving results. Adaptable to changing needs and proficient in event planning, program development, and community engagement. Recognized for reliability, leadership, and effective communication skills.
Overview
17
17
years of professional experience
Work History
Recreation Leader
City of Phoenix
12.2016 - Current
- Developed positive and productive relationships with kids, parents and staff.
- Maintained inventory of supplies and equipment with established sign-out procedures.
- Addressed participant concerns with empathy and professionalism, resolving issues in timely manner to maintain satisfaction levels.
- Supervised groups of up to 150 children under age 12 from arrival through departure at end of day.
- Trained new staff members on department policies, procedures, and safety protocols to ensure consistent service delivery across team.
- Enhanced participant enjoyment by designing and implementing diverse recreational activities and programs.
- Transitioned participants between activities, rest periods and field trips.
- PHX teens program coordinator, scheduled and planned trips and volunteer opportunities for PHXteens
- Planned, trained, supervised, coordinated, and implemented several successful summer programs for 75 + participants
- Interacting with instructors and vendors from QVL to ensure all City of Phoenix guidelines were followed
- Planned and coordinated several sessions of Jr
- Suns leagues and camps, worked several high demand summer swim lessons, summer program and PAC Registrations
- Assisted as NE division rover which consisted of locking restrooms and parks, and making sure fields were to right expectations of customers and community
- Cultivated partnerships with local businesses that provided sponsorship opportunities or donated goods/services for raffles, increasing fundraising efforts for community programs.
- Evaluated program success through participant feedback surveys, making adjustments as needed to continually improve offerings.
- Developed and monitored budgets for recreational activities.
- Liaised with community organizations to promote recreational activities.
- Prepared reports for management regarding status and progress of recreational activities.
- Trained staff members on conducting events and following safety procedures.
- Transported and escorted program participants to and from activities and on field trips.
- Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to campers.
- Planned weekly activities schedule for assigned group and facilitated smooth transitions for on-time arrival.
- Developed and monitored safety policies and procedures to facilitate safety of participants.
- Kept athletic and games equipment and facilities organized and maintained.
- Collaborated with other recreation staff in developing new recreational activities.
- Monitored participation in recreational activities to provide assistance to participants.
- Resolved conflicts that arose between campers by listening to complaints and finding appropriate solutions.
- Provided clear instruction to activity and program participants to deliver fun and maintain safety.
- Assisted in preparing recreational materials and supplies for each activity.
- Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.
- Planned, promoted and executed more than 2 events each year.
- Provided technical assistance to site leader to help coordinate diverse projects.
- Researched, planned, and organized mentally stimulating activities for individuals between ages of 6 and 12.
- Planned and evaluated recreation and athletic programs with recreation director to support community.
- Scheduled events in recreation facilities and monitored facility conditions.
- Engaged participants in recreational activities and team-building exercises.
- Coordinated special events such as tournaments and holiday celebrations, creating memorable experiences for all involved parties.
- Stayed current with trends in the field of recreation programming by attending workshops and conferences, incorporating new ideas into existing offerings to keep them fresh and engaging for participants.
- Improved customer satisfaction by providing exceptional service and addressing participant concerns promptly.
- Developed strong relationships with participants and their families, fostering a positive atmosphere within the recreation center.
- Trained new staff members thoroughly, enhancing overall team performance and ensuring consistent delivery of high-quality programs.
- Ordered and maintained all recreational equipment.
- Implemented and developed programs to promote physical fitness, teamwork and healthy living.
- Factored-in abilities, needs and interests of participants in development of events and programs.
- Monitored inventory levels of equipment and supplies regularly – ordering replacements when necessary – to ensure uninterrupted operations within the recreation center setting.
- Fostered an open line of communication between staff members, facilitating teamwork towards shared goals in delivering quality programming options.
- Implemented safety protocols consistently, reducing risk of injuries during recreational activities for all participants.
- Maintained accurate records of program registrations, attendances, and incidents, ensuring compliance with organizational policies and procedures.
- Organized field trips and off-site activities that provided unique learning experiences for participants while maintaining safety standards at all times.
- Enhanced participant engagement by developing and implementing diverse recreational programs.
Teacher
Scholars Academy Of Sunnyslope
10.2023 - 07.2024
- Instructed 160+ kids per day in Physical Education.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Adapted teaching methods and materials to meet students' varying needs.
- Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Participated in department meetings to provide input to colleagues about student achievement and improvement.
- Fostered student curiosity and interest through creative hands-on activities.
- Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
- Developed and implemented classroom routines to address varying student needs.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Created and developed lesson plans to meet students' academic needs.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
- Organized extracurricular activities such as clubs or field trips that enriched students' learning experiences outside traditional classroom settings.
- Served on school committees focused on curriculum development, teacher evaluations, or community outreach initiatives to contribute positively to the overall school climate.
- Organized and led educational field trips that complemented classroom learning, broadening students' real-world understanding.
- Increased parental involvement in students' education by organizing regular communication and events.
- Organized and led sports teams teaching benefits of sportsmanship.
- Led exercises and physical activities to engage students and develop physical skills.
- Served as a coach for various school sports teams, leading them to numerous victories and successful seasons.
- Collaborated with colleagues to develop cross-curricular lessons that incorporated physical education concepts into other subject areas.
- Developed individualized fitness programs for students, improving overall physical health and wellness.
- Kept records of attendance to monitor student progress and attendance.
- Boosted team spirit and collaboration among students, organizing school-wide sports tournaments and team-building exercises.
- Created and maintained safe and orderly classroom environment conducive to learning.
- Monitored student progress and provided feedback to both students and parents.
Kids Club Leader
Lifetime Athletics
02.2022 - 07.2022
- Facilitated 60+ kids per day during various hours from ages 0-12.
- Encouraged children to develop healthy social and emotional skills.
- Utilized positive reinforcement techniques to encourage good behavior.
- Provided emotional support and guidance to children during difficult times.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Developed age-appropriate activities and crafts to engage children.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Read stories, sang songs and facilitated creative play.
- Implemented daily routines and activities to stimulate and engage children.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Responded to inquiries from parents and guardians.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Assisted in potty training and toilet hygiene.
- Logged information regarding naps, feedings, and any medications administered.
- Developed lessons and activities to promote children's physical and emotional development.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Facilitate Birthday Parties
- Classroom Instructor
- Check in and check out
- Certified Trainings
Recreation Instructor
City of Phoenix
04.2016 - 12.2016
- Active Net
- Classroom Instruction Community > community events
- Phoenix after care program
- Promoted teamwork and collaboration among participants through group exercises and cooperative games.
- Organized field trips as part of program curriculum, providing diverse experiences for participants outside the facility setting.
- Instructed participants on various recreational activities, ensuring a safe and enjoyable environment.
- Contributed to the marketing efforts of the recreation department by assisting with promotional materials and social media updates.
- Managed participant registration process efficiently by accurately recording information into the database system.
- Set up and broke down equipment before and after classes.
- Collaborated with other fitness professionals to develop and implement new programs.
- Promoted fitness classes to boost gym attendance.
- Coordinated special events like tournaments or workshops which brought together community members interested in similar hobbies.
- Ensured adherence to safety guidelines during all activities, minimizing risk of injury for participants.
- Enhanced participant experience by incorporating creative and dynamic activities in recreational programs.
- Monitored participant progress closely, offering constructive feedback to facilitate continuous improvement.
- Monitored and instructed 150+ participants per day.
Medical Center Representative
ECS
06.2015 - 04.2016
- Ensured seamless integration of newly implemented software solutions by thoroughly testing their functionality within existing workflows.
- Advised management on emerging trends and technologies that could streamline electronic data entry processes further, driving continuous improvement initiatives throughout the organization.
- Established effective communication channels between departments, fostering collaboration and better exchange of relevant information.
- Collaborated with cross-functional teams, providing timely and accurate data to support business objectives.
- Prioritized workload effectively to meet tight deadlines while ensuring high levels of accuracy were maintained at all times.
- Trained new team members on company-specific software programs and best practices for electronic data entry coordination.
- Monitored performance metrics regularly, identifying opportunities for process improvement in electronic data entry coordination operations.
- Maintained a high level of confidentiality, ensuring secure handling of sensitive information during electronic data entry processes.
- Maintained a clean, organized workspace to improve efficiency and provide easy access to essential tools and resources during daily tasks.
- Streamlined data processing for increased efficiency by automating manual tasks and optimizing workflows.
- Conducted regular audits on entered data to ensure consistency, accuracy, and completeness across all databases.
- Improved data accuracy by implementing rigorous quality control measures in electronic data entry procedures.
- Coordinated closely with other departments regarding updates or changes in project requirements, ensuring accurate and timely data entry.
- Assisted IT staff in troubleshooting technical issues related to database management systems, contributing to improved system stability and reliability.
- Optimized organization-wide database structure through careful analysis of current systems and recommendations for improvements.
- Participated in weekly conference calls with management to discuss department updates and strategies.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed over 200+ charts per day with verifications.
Call Center Representative
ACS XEROX (BOOST MOBILE)
12.2014 - 06.2015
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both client and company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to overall success of call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Maintained thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing value of our products and services.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Assistant Daycare Director
Kidz Choice Preschool
02.2015 - 05.2015
- Managed administrative tasks such as record-keeping, billing, and reporting to ensure efficient operation of the daycare center.
- Implemented ongoing professional development opportunities for staff members, improving overall quality of care provided at the facility.
- Enhanced children''s emotional and social development by implementing age-appropriate programs and activities.
- Brought center into full compliance with licensing and safety regulations for fire and disaster preparedness, Department of Public Health codes and USDA nutritional guidelines.
- Coordinated special events such as holiday parties or field trips that enriched children''s experiences at the daycare center.
- Streamlined daycare operations through effective scheduling, staff management, and budget control.
- Implemented continuous improvement initiatives based on feedback from parents, staff members, licensing agencies, or external consultants.
- Recruited, selected and retained quality administrators, teachers and support staff.
- Promoted a positive learning culture by modeling appropriate behavior management strategies for staff members to emulate.
- Reviewed and updated emergency preparedness procedures regularly to maintain a safe environment for children and staff members.
- Increased parent satisfaction by maintaining open communication channels and addressing concerns promptly.
- Maintained a clean, organized, and welcoming environment for children to feel comfortable exploring their surroundings.
- Mentored and trained staff members to provide consistent high-quality care for all children.
- Established partnerships with local schools to facilitate smooth transitions for children entering kindergarten.
- Organized and engaged in recreational activities such as games and puzzles.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Communicated with owners, board members and support team concerning personnel matters.
- Fostered teamwork among staff members through regular meetings, collaborative planning sessions, and team-building activities.
- Managed, observed and evaluated lead teachers, teacher assistants and kitchen staff.
- Developed strong relationships with families, fostering a sense of community within the daycare center.
- Facilitated conflict resolution between parents or staff when necessary to maintain a harmonious atmosphere within the daycare center.
- Monitored child progress through regular assessments, adjusting care plans accordingly to address individual strengths and areas for improvement.
- Collaborated with community organizations to provide resources and support services for families in need.
- Evaluated and adjusted curriculum to meet the diverse needs of individual children, promoting inclusivity and equal opportunities for learning.
- Executed marketing plan and promoted positive image to achieve enrollment goals.
- Engaged with parents and families to build positive relationships for children to thrive.
- Operated under licensing guidelines to protect health, safety and well-being of children.
- Resolved conflicts and administered corrective action to foster positive experience for children and staff.
- Attended approved training and continuing education courses to maintain certifications.
- Developed relationships with community organizations to provide additional resources and services to families.
- Implemented school policies, procedures, and systems to promote safe and healthy environment in compliance with state standards.
- Collaborated on strategies to enhance student learning and behavior alongside parents and teaching staff.
- Attended professional meetings and conferences to maintain and improve professional competence.
- Supervised childcare workers and oversaw facility to meet state requirements for education and training.
Front-End Coordinator
Dirt-Cheap
03.2011 - 07.2013
- Oversaw daily operations, ensuring smooth workflow while adhering to company policies and procedures.
- Successfully oversaw and handled all merchandising and maintenance for front end.
- Enhanced employee morale with regular team-building activities, fostering a positive work environment.
- Provided expert service when greeting customers, answering phone calls and handling issues.
- Implemented new policies and procedures for improved front-end operations, resulting in better customer experiences.
- Optimized store appearance, maintaining clean and inviting front-end displays to attract customers.
- Improved customer satisfaction by efficiently managing front-end operations and addressing concerns promptly.
- Streamlined checkout processes for faster transactions and reduced wait times.
- Resolved conflicts among team members professionally, promoting a harmonious work atmosphere.
- Coordinated staff schedules to ensure adequate coverage during peak hours, maximizing productivity.
- Reduced cashier errors by implementing comprehensive training programs and providing ongoing support.
- Maintained open communication channels with management, reporting on daily progress and potential issues for resolution.
- Monitored cash registers regularly for accuracy, reducing discrepancies in financial records at the end of each shift.
- Engaged customers by offering to help find needed merchandise.
- Assisted in increasing sales through effective cross-selling techniques and promotional efforts.
- Developed strong relationships with repeat customers, ensuring their needs were met consistently to encourage loyalty.
- Managed customer returns efficiently and professionally, ensuring that company guidelines were followed while maintaining a high level of client satisfaction.
- Trained new employees on front-end systems, cash handling procedures, and proper customer service etiquette to promote consistency in the workplace experience for all customers.
- Managed inventory levels effectively to prevent stock-outs and ensure adequate product availability.
- Increased overall efficiency by delegating tasks according to individual strengths and abilities.
- Stepped in to ring up customer purchases during very busy time periods or when store was short staffed.
- Advised and trained new employees in job tasks, offering positive reinforcement.
- Oversaw implementation of loss prevention measures within the department—reducing instances of theft or fraud affecting the bottom line.
- Conducted routine evaluations of employee performance against established goals, offering constructive feedback that drove improvements over time.
- Monitored cash drawers in 6 checkout stations to verify adequate cash supply.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Monitored front areas so that questions could be promptly addressed.
- Kept high average of performance evaluations.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Receptionist/ Children Supervisor
Crozier Middle School
01.2008 - 06.2010
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Assisted with planning office events and meetings for smooth execution.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
- Improved office organization with meticulous management of appointment scheduling and client databases.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
- Assisted in 4 event planning and execution, ensuring seamless operation of company functions and events.
Education
Certification - Basic Business, Machine Calculations/ 10 Key
Bakersfield Adult School
Bakersfield, CA01.2014
High School Diploma -
City Honors High School
Inglewood, CA06.2009
Some College (No Degree) - Kinesiology/BusinessManagement
Mississippi Gulf Coast College
Perkinston, MSSkills
- Customer service skills
- Computer Skills
- Schedule Management
- Sports knowledge
- Recreation Programming
- Conflict Resolution
- Interpersonal Skills
- Safety Procedures
- Adaptability and Flexibility
- Effective Communication
- CPR Certification
- Multitasking Abilities
- Computer Proficiency
- Program facilitation
References
- Sylvia Ramirez, Recreation Coordinator II, City of Phoenix, Phoenix, AZ, 623-363-5014
- Bob Berlin, Recreation Coordinator III, City of Phoenix, Phoenix, AZ, 602-339-6280
- Sarah Vanduyne, Recreation Coordinator II, City of Phoenix, Phoenix, AZ,815-955-4446
Timeline
Teacher
Scholars Academy Of Sunnyslope
10.2023 - 07.2024
Kids Club Leader
Lifetime Athletics
02.2022 - 07.2022
Recreation Leader
City of Phoenix
12.2016 - Current
Recreation Instructor
City of Phoenix
04.2016 - 12.2016
Medical Center Representative
ECS
06.2015 - 04.2016
Assistant Daycare Director
Kidz Choice Preschool
02.2015 - 05.2015
Call Center Representative
ACS XEROX (BOOST MOBILE)
12.2014 - 06.2015
Front-End Coordinator
Dirt-Cheap
03.2011 - 07.2013
Receptionist/ Children Supervisor
Crozier Middle School
01.2008 - 06.2010
Certification - Basic Business, Machine Calculations/ 10 Key
Bakersfield Adult School
High School Diploma -
City Honors High School
Some College (No Degree) - Kinesiology/BusinessManagement
Mississippi Gulf Coast College
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