Emma Burkhart
Greeley,NE
Summary
Proven leader and skilled communicator, adept in emergency response and team management. At City of Fort Collins, enhanced guest safety and satisfaction, mastering first aid and CPR, while mentoring teams at Urban Air Adventure Park to exceed service goals. Expert in complaint resolution and training, consistently elevating customer experiences and team cohesion.
Overview
2
2
years of professional experience
Work History
Lifeguard
City of Fort Collins
01.2023 - 08.2024
- Maximized customer satisfaction by greeting pool patrons with courtesy and resolving issues promptly.
- Observed weather and water conditions and alerted visitors to potential dangers, storms, and rip currents.
- Monitored safety of guests in and around swimming pool.
- Attentively monitored swimmers to identify distress.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Upheld hygiene standards in pool and surrounding area.
- Provided friendly customer service to guests and addressed concerns.
- Monitored pools and surrounding areas for adherence to safety protocols.
- Provided instruction and assistance to patrons on proper use of recreational equipment.
- Reminded students to practice swimming strokes to develop their skills and improve technique.
Team Lead
Urban Air Adventure Park
03.2022 - 09.2022
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Took cash and credit card payments via phone, in person, and through email.
- Escalated issues to proper supervisors when standard processes were not effective.
- Attracted potential customers by answering questions and suggesting information about other products and services.
Education
Nursing
University of Northern Colorado
Greeley, CO05.2028
High School Diploma -
Poudre High School
Fort Collins, CO05.2024
Skills
- Emergency Response
- Swim Instruction
- First Aid
- Team Management
- Complaint Handling
- Outside Sales
- Answering phone calls
- Training and mentoring
- CPR Certified
- Team Bonding
- Strong communicator
Timeline
Lifeguard
City of Fort Collins
01.2023 - 08.2024
Team Lead
Urban Air Adventure Park
03.2022 - 09.2022
Nursing
University of Northern Colorado
High School Diploma -
Poudre High School
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