Elizabeth Pierce
Jackson
Summary
Results-driven Customer Care Team Manager known for unparalleled productivity and efficient task completion. Specialize in conflict resolution, team leadership, and customer satisfaction management. Excel in communication, empathy, and problem-solving to enhance team performance and ensure outstanding customer service delivery. Committed to fostering positive client relations and maintaining high service standards across all interactions.
Overview
21
21
years of professional experience
Work History
Customer Care Team Manager
Beacon Specialized Living
Jackson
03.2019 - Current
- Maintained an up-to-date knowledge of products and services offered by the company.
- Implemented strategies for improving customer satisfaction levels based on feedback received.
- Identified potential problems before they occur in order to provide proactive solutions.
- Recruited, hired, trained and supervised new personnel within the facility according to state regulations.
- Responded quickly and appropriately to emergency situations by implementing safety measures when needed.
- Developed, implemented, and monitored individual service plans to ensure that the clients received quality care.
- Inspected living areas regularly to identify any potential hazards or maintenance needs.
- Monitored financial resources within the program budget to ensure efficient utilization of funds.
- Participated in meetings with state licensors or other stakeholders regarding program standards and outcomes.
- Organized recreational activities such as field trips or social events for residents in order to enhance their well-being.
- Assisted with the development of programs and activities designed to promote socialization skills among residents.
- Provided crisis management interventions as needed to address behavioral issues in a timely manner.
- Collaborated with other healthcare professionals such as psychiatrists, psychologists, therapists to provide comprehensive care services for clients.
- Adhered strictly to confidentiality guidelines regarding client information at all times.
- Maintained accurate records of client attendance, progress notes, medications, and incident reports.
- Ensured that all necessary safety protocols were followed while providing care in the home environment.
- Performed daily assessments of client behavior changes or physical health status.
- Coordinated transportation for residents to medical appointments or other activities outside the group home setting.
- Provided direct supervision and support for staff members to ensure compliance with established policies and procedures.
- Instituted systems to oversee proper storage and disposal of medications and residents' nutritional needs and special diets.
- Reported, investigated and followed up on abuse and neglect cases.
- Resolved concerns regarding staff, residents, and care to maintain standards throughout group home.
Home Manager
Community Normalization Homes
Jackson
04.2016 - 03.2019
- Assessed staffing levels regularly in order to provide adequate coverage while controlling labor costs.
- Documented daily progress notes on each resident's condition and behavior changes.
- Responded promptly to resident concerns or complaints regarding care, treatment, or services rendered.
Cashier
PS Food Mart
Jackson
07.2004 - 10.2015
- Conducted price checks for special orders or discounts as requested by customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Balanced daily transactions on a computerized point-of-sale system.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Followed company security procedures for handling large sums of money.
- Performed other duties as assigned by management.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Stocked shelves with merchandise when needed.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
Education
High School Diploma -
Henry Ford High School
Detroit, MI06-1991
Skills
- Basic
Timeline
Customer Care Team Manager
Beacon Specialized Living
03.2019 - Current
Home Manager
Community Normalization Homes
04.2016 - 03.2019
Cashier
PS Food Mart
07.2004 - 10.2015
High School Diploma -
Henry Ford High School
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