Laura Stevens
Kansas City,MO
Summary
Dynamic Shelter Manager with a proven track record at Unleashed Pet Rescue, excelling in crisis management and compassionate communication. Spearheaded initiatives that significantly enhanced donor relations and team leadership, demonstrating adaptability and a commitment to excellence. Expert in shelter operations and animal behavior assessment, consistently delivering outstanding customer service and operational improvements. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Shelter Manager
Unleashed Pet Rescue
09.2020 - 05.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, fosters and volunteers to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with adopters, fosters, and volunteers through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
- Provided daily nutrition to animals by preparing and distributing appropriate food portions according to species-specific needs.
- Maintained clean and safe living environments for animals by regularly cleaning enclosures and providing proper bedding materials.
- Conducted regular health checks on animals under care, noting any changes in appearance or behavior that could indicate potential issues.
- Maintained equipment and facility to keep animal care environment and tools in good working order.
- Collaborated effectively with fellow caretakers and support staff to ensure comprehensive care for all animals within the facility.
- Improved animal health by administering medications, vaccinations, and treatments as prescribed by veterinarians.
- Handled a variety of different species safely and confidently during routine care tasks such as feeding, grooming, medication administration, and enclosure maintenance.
- Prepared special diets for animals to accommodate specific health conditions and species-specific needs.
- Administered medications to animals in treatment and documented changes in condition.
- Successfully acclimated newly arrived animals into their new environment through gradual introductions and close monitoring of interactions with other residents at the facility.
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
- Documented daily observations of animal behavior, health, and food consumption to support ongoing monitoring efforts by veterinary staff.
- Assisted with the capture and restraint of various animal species during medical examinations or treatment sessions as needed.
- Educated visitors about responsible pet ownership practices during guided tours of the facility or community outreach events.
- Monitored animal behavior closely, identifying signs of stress or illness and reporting concerns to veterinary staff in a timely manner.
- Learned and followed safety protocols for transporting animals to and from facilities to avoid injuries and keep animals safe.
- Responded quickly to emergencies involving injured or ill animals, providing first aid treatment when necessary before contacting veterinary professionals for further assistance.
- Facilitated smooth transitions for animals undergoing relocation to other facilities or new enclosures within the organization by adhering to established protocols and procedures.
- Contributed to the development of educational materials about various animal species for use during public outreach events.
- Supported animal wellbeing by caring for both physical and mental health needs through strategies such as regular exercise.
- Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases.
- Cared for sick or injured animals by seeking out veterinary care.
- Documented animals' weight, size and condition in computer system for review by senior staff.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Assisted with development of animal behavior modification plans.
- Prevented and led handling of animal escape and onsite responsibilities during high-stress situations.
Banquet Captain/Team Supervisor
Mount Vernon Country Club
04.2018 - 12.2019
- Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience on their special day.
- Maintained clear communication channels between all departments involved in banquets, contributing to successful event outcomes.
- Evaluated employee performance routinely through constructive feedback which contributed towards professional growth and development.
- Enhanced guest satisfaction by overseeing banquet operations and ensuring smooth execution of events.
- Ensured compliance with safety regulations, maintaining a safe working environment for both staff and guests.
- Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Resolved customer complaints effectively, turning potentially negative experiences into opportunities for improvement.
- Supervised and mentored kitchen and serving staff.
- Developed creative solutions for unforeseen issues during events, minimizing disruptions while maximizing guest satisfaction.
- Boosted beverage cart revenue by consistently upselling menu items and promoting special offers.
- Operated POS system to facilitate cash and credit transactions and refunds.
- Managed closing duties by restocking items on cart and reconciling cash drawer.
- Assisted in training new Beverage Cart Attendants, sharing best practices for successful interactions with golf course guests.
- Collaborated with fellow team members to create a welcoming atmosphere for guests on the golf course.
- Demonstrated adaptability by working efficiently during high-traffic times while still providing attentive service to patrons.
- Maintained a clean and organized cart, ensuring optimal presentation of beverages and snacks for guest selection.
- Greeted guests and inquired into beverage choices.
- Contributed to positive guest experiences by quickly addressing concerns or complaints in a professional manner.
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
Education
High School Diploma -
Oak Park High School
Kansas City, MO05.2016
Skills
- Shelter Operations
- Compassionate communication
- Animal Behavior Assessment
- Donor Relations
- Crisis Management
- Positive Attitude
- Customer Service
- Problem-Solving
- Time Management
- Reliability
- Team Leadership
- Adaptability and Flexibility
Timeline
Shelter Manager
Unleashed Pet Rescue
09.2020 - 05.2024
Banquet Captain/Team Supervisor
Mount Vernon Country Club
04.2018 - 12.2019
High School Diploma -
Oak Park High School
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