Open To Work
Ellyn Mancuso
Dunkirk
Summary
Dedicated professional with a strong background in customer service and staff training within the hospitality and group home sectors. Committed to improving resident satisfaction and mentoring teams to achieve excellence in service delivery.
Overview
20
20
years of professional experience
Work History
Waitress Trainer
Applebee's Neighborhood Bar & Grill
Dunkirk, NY
07.2020 - Current
- Trained new hires on menu knowledge and service standards.
- Mentored staff to enhance customer service and team collaboration.
- Implemented best practices for upselling techniques among waitstaff.
- Facilitated role-playing exercises to prepare staff for real-life scenarios.
- Improved customer satisfaction by providing exceptional service and addressing guest concerns promptly.
- Assisted new hires in acclimating to the workplace by providing support, encouragement, and guidance throughout their training period.
- Established rapport with regular patrons, leading to increased repeat business for the establishment over time.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
Group Home Manager
Aspire Of WNY
Dunkirk, NY
04.2006 - 08.2025
- Led daily operations of group home, ensuring compliance with state regulations and organizational policies.
- Developed individualized care plans, collaborating with multidisciplinary teams to enhance resident outcomes.
- Trained and mentored staff on best practices in behavioral management and crisis intervention techniques.
- Implemented quality assurance processes, improving service delivery and resident satisfaction rates.
- Advocated for residents' needs, ensuring access to appropriate medical services and support networks.
- Ensured proper medication administration for all residents through close coordination with healthcare providers and careful record-keeping practices.
- Maintained adequate coverage for residents' needs without exceeding budget targets by coordinating schedules and team workflows.
- Developed trusting relationships with each resident through empathy-based interactions focusing on trust-building techniques.
- Assisted staff with maintaining residents' health by scheduling medical appointments and arranging transportation.
- Oversaw home inventory of supplies and groceries by tracking use and placing new orders.
- Mentored and coached staff to improve performance and interactions with residents.
- Ensured safety and well-being of residents, conducting regular home inspections and coordinating necessary maintenance.
- Maintained compliance with state regulations, completing detailed documentation for licensing requirements and audits.
- Mentored new staff members, providing support and guidance in order to foster professional growth and development within their roles.
- Cultivated a positive living environment by organizing social events and outings designed to foster camaraderie among residents.
- Offered learning opportunities to help residents develop important life skills.
- Provided ongoing support to families of residents through regular updates on progress made toward individual goals set forth in their care plans.
- Created staff work schedules so each shift had appropriate number of employees for coverage.
- Protected clients' monies and property by tracking spending and reconciling accounts.
- Conducted regular staff meetings to communicate updates and gather feedback, fostering collaborative team atmosphere.
- Advocated for residents' rights and needs, ensuring their voices were heard and acted upon.
Waitress
Bob Evans Restaurant
Dunkirk, NY
11.2018 - 03.2020
- Provided exceptional customer service, ensuring guest satisfaction and repeat visits.
- Managed multiple tables efficiently during peak hours, enhancing workflow and service speed.
- Collaborated with kitchen staff to ensure timely food delivery and order accuracy.
- Trained new waitstaff on menu knowledge, service protocols, and customer interaction standards.
Education
High School Diploma -
Dunkirk High School
Dunkirk, NYSkills
- Team motivation
- Body language awareness
- Wine pairing expertise
- Patience and tact
- Professional relationships
- Effective communication
- Motivational skills
- Scheduling
- Staff supervision
- Administrative duties
- Supply ordering
- Policy and procedure implementation
- Budget management
- Billing oversight
- Client direct care
- First aid and CPR
- Teamwork and collaboration
- Problem-solving
- Attention to detail
Work Preference
Location Preference
On-SiteRemoteTimeline
Waitress Trainer
Applebee's Neighborhood Bar & Grill
07.2020 - Current
Waitress
Bob Evans Restaurant
11.2018 - 03.2020
Group Home Manager
Aspire Of WNY
04.2006 - 08.2025
High School Diploma -
Dunkirk High School