Kylie O'Shea
Streator,IL
Summary
Dynamic leader with a proven track record at Arcadia Care of Morris, adept in program development and event planning. Excelled in fostering community through meticulous organization and effective team management. Demonstrated exceptional multitasking abilities and organizational skills, achieving significant improvements in resident engagement and staff training efficiency. Selfless Activity Director with strong talents in planning and executing daily activities and encouraging resident participation. Adept at managing a monthly calendar, personalizing activities, coordinating volunteers and handling activity budgets. Outstanding people skills and react calmly to emergency situations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Activity Director
Arcadia Care of Morris
07.2022 - Current
- Ensured compliance with state regulations and facility policies by maintaining accurate documentation of activity programs.
- Planned resident outings and special events to mark holidays and celebrate special occasions.
- Developed monthly life enrichment calendar and published electronically and in print.
- Developed strong relationships with residents and their families, fostering a supportive community environment.
RA/TNA
Regency Care/Arcadia Care
07.2019 - 07.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
House Cleaner
Self Employed Services
04.2018 - 07.2019
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Created spotless surfaces by dusting, sweeping, vacuuming and mopping.
- Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
- Maintained a safe working environment through proper use of cleaning products and equipment.
- Developed strong relationships with clients through consistent high-quality service and friendly interactions.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Enhanced client satisfaction by delivering thorough and efficient cleaning services tailored to individual needs.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Organized tasks efficiently, prioritizing workload according to client preferences and property requirements.
- Received numerous positive reviews from clients for attention to detail and exceptional work ethic.
- Delivered quality customer service to address urgent needs and cleaning requests.
- Adhered to professional house cleaning checklist.
- Provided exceptional customer service through active listening, problem-solving abilities, and clear communication skills.
- Reduced client complaints by consistently meeting or exceeding cleanliness standards set by homeowners.
- Emptied trashcans and transported waste to collection areas.
- Increased repeat business by maintaining excellent communication with clients and addressing concerns promptly.
Shift Lead
Walgreens
10.2014 - 04.2018
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained and mentored new employees to maximize team performance.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Kept employees operating productively and working on task to meet business and customer needs.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Responded to and resolved customer questions and concerns.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Established positive rapport with customers and staff members alike through strong communication skills.
- Enforced company policies and regulations with employees.
- Evaluated employee performance regularly, providing constructive feedback for growth opportunities within the team structure.
- Mentored team members in professional development activities that ultimately led to promotions within the organization.
Customer Service Representative
Office Max/Office Depot
06.2012 - 04.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Education
GED -
Ottawa Township High School
Ottawa, IL06.2006
Skills
- Activity Organization
- Event planning experience
- Organizational Skills
- Program Development
- Understanding of budgeting
- Volunteer Recruitment
- Team Management
- Patient evaluations
- Team Leadership
- Staff Training
- Multitasking Abilities
- Goal Setting
Certification
- Certified Activity Director, Arcadia Care of Morris
- Dementia Coursework Training - August 2022 - Sept. 2022
Timeline
Activity Director
Arcadia Care of Morris
07.2022 - Current
RA/TNA
Regency Care/Arcadia Care
07.2019 - 07.2022
House Cleaner
Self Employed Services
04.2018 - 07.2019
Shift Lead
Walgreens
10.2014 - 04.2018
Customer Service Representative
Office Max/Office Depot
06.2012 - 04.2018
GED -
Ottawa Township High School
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