Kennedie Dome
Quinlan,TX
Summary
Goal-oriented Customer Service/Communications Manager with 4 years of experience in leadership roles. Detail-focused and driven in developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures.
Overview
7
7
years of professional experience
Work History
Customer Service/Communications Manager
Erickson Living - Highland Springs
06.2019 - Current
- Managed Communication department's budget.
- Managed multiple departments throughout General Services
- Held regular touch point and development meetings with team members.
- Led Customer Service and Communications team of 18.
- Resolved customer complaints while prioritizing customer satisfaction.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Developed and initiated projects, managed costs, and monitored performance.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Fostered relationships with vendors to promote positive working relationships.
Volunteer
Seasons Hospice & Palliative Care And Seasons Hospice
01.2017 - 05.2019
- Tracked personal volunteer hours in spreadsheets for mandatory reporting.
- Completed clerical tasks and office duties to open full-time employees up for more critical work.
- Helped program leaders with administrative support duties.
- Interacted and communicated with panel of six patients and families for weekly bedside visits. Relayed concerns and cultural differences to doctor and nurses.
- Member of bereavement team for immediate, six months, and twelve-month client. Shadowed music therapist, chaplain, social worker, and doctor. Experienced in Vigil and Namaste program. Participated in Staff Meeting (IDG meetings)
- 120 hours
Education
Bachelor of Science - Psychology
The University of Texas At Arlington
Arlington, TX05.2019
Skills
- Database Coordination
- Workflow Management
- Leading Team Meetings
- Managing Operations and Efficiency
- Positive and Constructive Feedback
- Time Management
- Work Prioritization
- Handling Escalations
- Performance Tracking and Evaluations
- Project Development
- Performance Improvement
- Microsoft Office
- Salesforce/ServiceMax
Accomplishments
- Completed and designed multiple projects around community operations
- Performed regular audits on multiple process and implemented new strategies to increase efficiency and accuracy, not limited to the resident tracking system, work order management, and utility management.
- Site Administrator for multiple technology systems including: maintenance mobile tablets, resident web application, and electronic notification systems
- Designed and presented visual communications to residents on a weekly basis using multimedia.
Timeline
Customer Service/Communications Manager
Erickson Living - Highland Springs
06.2019 - Current
Volunteer
Seasons Hospice & Palliative Care And Seasons Hospice
01.2017 - 05.2019
Bachelor of Science - Psychology
The University of Texas At Arlington
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