Joan Keating
Kingston,USA
Summary
With years of experience in employee relations, customer satisfaction and the ability to solve issues with critical thinking, I am ready, willing, and prepared to tackle new challenges in my next career and to have an opportunity to pay it forward to others. My goal is to work with clients/patients in their home environment to help them live meaningful lives and also to work with individuals who are near the end of life and to help them find peace.
Overview
2008
2008
years of professional experience
Work History
General Manager of Operations
Scrub Masters Plus Corp
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Delivered consistent results in challenging market conditions through sound decision-making.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Program Manager
Ulster Youthbuild, LLC
- Managed day-to-day program operations to ensure project milestones were fulfilled and implemented to ensure high level of service to participants and collaborating agencies
- Oversaw the maintenance of the program outcome metrics in accordance with the required DOL policies while providing quarterly reports
- Built and maintained working relations with community organizations and agencies affiliated with YouthBuild
- Evaluated the performance of all staff continuously and provided each YouthBuild employee with a written annual performance evaluation
- Ensured all YouthBuild employees adhered to the YouthBuild Safe and Healthy Workplace Policy
- Promoted the YouthBuild program services through public appearances and presentations
Facility/Safety Director
YMCA of Kingston & Ulster County
- Established strategic goals coherently with the branch leadership team for the expansion of programs and services
- Accommodated staff with support for assigned committees and staff leadership for the annual support campaign
- Represented and advocated the YMCA in the local community while developing positive working relationships with other organizations, businesses, and government entities
- Responsible for the full recruitment and hiring process
- Welcomed new employees with a formal training and cultivated personal and professional development for a successful transition to a career at the YMCA
- Coordinated preventative maintenance for facility and wellness equipment
- Enhanced safety compliance by developing comprehensive safety protocols and procedures.
Call Center Manager
United Healthcare
- Managed 22 work at home call center representatives
- Met and surmounted all production and quality goals
- Disputed negative quality reports for associates with 100% success rating
- Handled all aspects of employee performance (quality ratings), human resource issues, and scheduling
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Assistant Manager
Kmart Supercenter
- Managed 100 diversified individuals including individual specialty departments, stockroom and cashiers
- Recruited, trained, and evaluated employees for various departments
- Promoted personal and professional development for each employee
- Was responsible for marketing strategies, inventory control, merchandising, security and advertisement
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Call Center Representative
06.2007 - 01.2008
- Took 70 inbound phone calls daily for a gun parts company
- Provided superb customer service representation and up-selling techniques
- Met and exceeded all quality and production metrics
- Acquired a deep knowledge of the company’s products in order to address each and every concern a customer may have had
- Was attentive to detail and organized in effective communication through advanced technical and computer operating skills such as typing and efficient navigation
- Provided clear and effective verbal communication to address all needs and wants of the customer
Data Entry Service Associate
Bank of America
12.2006 - 02.2007
- Part time seasonal work evaluating NYS tax returns
- Met and exceeded quality and production standards
- Possessed proficient typing and transcription skills
- Computer and technical skills such as software knowledge
- Accurate and attentive to details
- Professional, organized, and managed time effectively
Customer Service Teller
Albany Savings Bank
09.1985 - 06.1986
- Completed transactions for customers with 100% accuracy
- Demonstrated proven and consistent success in accuracy and customer service
- Supported and relieved head teller as needed
- Exhibited knowledge of proper cash handling procedures
- Responsible for ledger balancing, cash drawer maintenance, and loan processing
- Proficient mathematical competency
Education
Associate of Science -
SUNY Ulster
Stone Ridge, NYSkills
- Training and development
- Thorough Attention to Detail
- Team management
- Effective Judgment Skills
- Documentation proficiency
- Cultural Awareness
- Strong Relationship Building
- Logical Reasoning
- Customer service
Timeline
Call Center Representative
06.2007 - 01.2008
Data Entry Service Associate
Bank of America
12.2006 - 02.2007
Customer Service Teller
Albany Savings Bank
09.1985 - 06.1986
General Manager of Operations
Scrub Masters Plus Corp
Program Manager
Ulster Youthbuild, LLC
Facility/Safety Director
YMCA of Kingston & Ulster County
Call Center Manager
United Healthcare
Assistant Manager
Kmart Supercenter
Associate of Science -
SUNY Ulster
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