Jacqueline Coates
Norman,OK
Summary
Dynamic leader with a proven track record, adept in operations monitoring and enhancing team performance. Skilled in fostering high customer satisfaction through effective complaint resolution and service excellence. Excels in productivity monitoring and shift leadership, leveraging active listening to drive significant improvements in team efficiency and performance.
Overview
20
20
years of professional experience
Work History
Shift Lead
Taco Bell
12.2021 - Current
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Trained and mentored new employees to maximize team performance.
- Responded to and resolved customer questions and concerns.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Mental Health Technician
Red Rock
01.2019 - 12.2021
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Facilitated group therapy sessions to help clients develop coping strategies and social skills.
Food and Service Coordinator
Norman Regional Health Systems
12.2004 - 12.2019
- Coordinated and monitored service activities to confirm work met all requirements.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Prepared reports on service performance metrics and key indicators for management review.
- Ensured dietary needs were met for custom and special needs diets
- Managed crew and time management of food preparations in a timely manner.
Education
Master of Science - Psychology
East Central University
Ada, OK05-2005
Skills
- Operations Monitoring
- Performance Improvement
- Production leadership
- Productivity monitoring
- Work Delegation
- Shift leadership
- Decision-making capabilities
- Rules Enforcement
- Active listening skills utilized
Accomplishments
Taken and passed the NCE
Taken and passed the OLERE
Additional Information
Internship completed at Metro Family Therapy. 700 direct client hours completed.
Timeline
Shift Lead
Taco Bell
12.2021 - Current
Mental Health Technician
Red Rock
01.2019 - 12.2021
Food and Service Coordinator
Norman Regional Health Systems
12.2004 - 12.2019
Master of Science - Psychology
East Central University