Gabrielle Lemond
New York,NY
Summary
Resourceful and adaptable Manager with over 5 years of experience in scheduling, staff training, protocol development,and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management (CRM), time management and conflict resolution. Collaborative team player, diligent about contributing to achievement of group goals. A customer-focused leader seeking to leverage background into assistant or human resources manager role.
Overview
9
9
years of professional experience
Work History
Customer Experience Supervisor
General Motors Co
09.2021 - Current
- Developed and implemented call quality monitoring system resulting in 15% reduction in customer complaints.
- Created and implemented customer feedback survey resulting in a 10% increase in overall customer satisfaction.
- Supervised a team of 10+ customer service representatives to consistently achieve a 73% customer satisfaction rating.
- Designed call scripts and quality assurance standards that culminated in a 35% increase in first-call resolution rates.
- Collaborated with cross-functional teams to develop and launch a customer loyalty program, resulting in a 10% increase in customer retention.
- Conducted regular audits of call center processes, identifying, and addressing inefficiencies, leading to a 10% reduction in average call handling time.
- Implemented a new training program resulting in 20% increase in agent productivity.
Residential Supervisor
Urban Resource Institute
06.2018 - 09.2022
- Provide support for individuals with developmental disabilities in a residential group home setting.
- Trains and manages direct support staff and monitors their work to ensure safety and quality of life for our individuals.
- On call 24/7 with own phone.
- Works with Program Director to ensure agency policies and procedures are being followed by staff, as well as DDS and "QUEST" standards.
- Attends trainings, Human Right Conference, Quarterly Human Rights Committee Meetings, monthly supervisor and staff meetings.
- Preparing and Implementing ISP's.
- Training other Residential Managers and providing medication administration practice for staff.
Residential Supervisor
True Colors
08.2019 - 04.2021
- Maintained caring, supportive and safe environment for residents through careful monitoring and continuous oversight.
- Recognized changes in behavior indicating potential crisis situations and took immediate and appropriate action.
- Coordinated all staffing schedules and made sure that each shift had adequate coverage.
- Promoted positive relations between residents and staff.
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Monitor and manage inventory of supplies and equipment
- Review, complete, and update, Intake telephone screening, intake forms
Office Assistant
Elara Caring
05.2015 - 06.2018
- Provided administrative support at companywide training events for a 10-person management team.
- Developed and implemented new ideas and methods enhancing applicant flow by 20%
- Pre-screen, interview and qualify candidates to ensure the basic job requirements are met.
- Assisted the HR team in updating employee handbooks, AEP Prep, launching 30-60-90 days and conducting I-9 audits.
- Enhanced candidate screening by working closely with hiring managers to understand business requirements, resulting in increased customer satisfaction rates by over 90%
- Participated in data validation projects and filing to ensure accurate record-keeping.
- Collaborated with the audit team to prepare documentation for external audits, resulting in a 95% audit compliance rate.
- Organized travel arrangements for 160+ staff members using websites and booked hotel accommodation at 10% below budget and prepared over 300 presentations.
- Collaborated with cross-functional teams to streamline onboarding processes and create standardized training materials, leading to a 30% decrease in onboarding time and improved consistency in the onboarding experience.
- Scheduled internal and external meetings across 10+ time zones and remote geographies in the first month of employment.
Education
BBA - Business Management And Administration
Lehman College of The City University of New York
Bronx, NY08.2023
Skills
- Team building and relationships
- Accurate record-keeping
- Microsoft Word, Outlook, Powerpoint, Excel Datasheets, HCSIS (DSS)
- Safety inspections
- Shift coverage
- Valuation specialist
- Conflict resolution
- Superb communication skills
- Critical thinking
- Strategic decision making
- Budgeting
- Process development
- Staff training and development
- Project management
- Performance Monitoring
- Administrative Documentation
- Orientation and Training
- Inventory Management
Timeline
Customer Experience Supervisor
General Motors Co
09.2021 - Current
Residential Supervisor
True Colors
08.2019 - 04.2021
Residential Supervisor
Urban Resource Institute
06.2018 - 09.2022
Office Assistant
Elara Caring
05.2015 - 06.2018
BBA - Business Management And Administration
Lehman College of The City University of New York
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