Joanna L Unger-Ryan
Lansing,MI
Summary
Accomplished Business Owner significant background operating cleaning business. Skilled in overseeing marketing and business development, bookkeeping and accounting, financial management, and customer service. Build and develop personnel through mentoring and on-the-job training.
Overview
20
20
years of professional experience
Work History
Operations Manager/ Owner
Unique Touch Housekeeping Service
Lansing, MI
01.2012 - Current
- Supervised facility operations in home office and at remote locations, ensuring safety and functionality of services.
- Served as chief operating officer for policies, operations, productivity, and quality.
- Contributed to the increase in quality and efficiency goals and customer satisfaction ratings.
- Substituted traditional cleaners with non-toxic sanitation aids to meet client preferences.
- Responded appropriately to customer's special cleaning requests.
- Investigated and quickly resolved problems with cleaning service or team member's performance.
- Filled in as housekeeper during staff shortages to keep operations ahead of demand.
- Taught staff how to safely and accurately use and maintain the team's equipment.
- Enforced work policies with the team and relayed updated procedures to help the team be more efficient and successful.
- Conducted in-service training and orientation for new employees.
- Maintained the cleaning supplies necessary to meet expected work demands.
- Inspected completed work to assess the quality of each team member's performance.
- Assigned work areas to employees and inspected completed work to meet strict safety and quality standards.
- Organized effective work schedules to help the team cover all cleaning needs.
Customer Service/TPA Administrator
GiGcx/ Turbo Tax
Lansing, MI
12.2022 - 04.2026
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track customer interactions and ensure accurate documentation.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Documented and detailed calls and complaints using call center's CRM database.
Team Supervisor
Maid Brigaide
Lansing, MI
12.2005 - 01.2012
- Assigned work areas to employees and inspected completed work to meet strict safety and quality standards.
- Attended staff meetings and communicated company policies and priorities to staff.
- Kept records of work assignments, documented personnel actions, and issued periodic reports.
- Equipped employees with equipment and knowledge required to successfully complete each assignment.
- Reviewed employees' work to verify quality and completeness.
- Ensured cleanliness and sanitation of bedrooms, bathrooms and common areas including scrubbing, mopping, vacuuming, polishing, dusting, windows and using germicides.
- Responded appropriately to customer's special cleaning requests.
- Earned the best scores on customer surveys by thoroughly cleaning premises.
- Cleaned and maintained cleaning equipment in good operable condition.
- Contributed to the increase in quality and efficiency goals and customer satisfaction ratings.
- Inspected completed work to assess the quality of each team member's performance.
- Maintained the cleaning supplies necessary to meet expected work demands.
Education
Associates - business management, Business & Accounting
Institute of merchandise & design
Lansing, MISkills
- Operations management
- Staff hiring
- Training and development
- Client relationship building
- Process improvements
- Budgeting and cost control
- Oversee operations
Timeline
Customer Service/TPA Administrator
GiGcx/ Turbo Tax
12.2022 - 04.2026
Operations Manager/ Owner
Unique Touch Housekeeping Service
01.2012 - Current
Team Supervisor
Maid Brigaide
12.2005 - 01.2012
Associates - business management, Business & Accounting
Institute of merchandise & design