Microsoft Outlook
Maranda Gray
Residential Counselor
Acushnet,MA
Summary
Dedicated Residential Counselor and Behavior Technician, committed to creating safe and inclusive environment for residents. Skilled in developing and implementing policies and safety procedures to ensure safety for staff and residence hall. Resolves conflicts and promotes student development through effective communication and collaboration. History of strong and lasting rapor building skills with residence and staff, recognized for friendliness and overall great work ethic with consideration and care for coworkers.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Residential Counselor
Whitney Academy
Freetown, MA
09.2023 - Current
- Participation and coordination in recreational activities
- Promote and demonstrate age appropriate social interactions between staff and student.
- Mentor adolescents with their life skills knowledge and development
- Assistance with community integration
- Behavior management
- Model and demonstrate elements of a healthy and suitable living environment
- Delivered frequent summaries on resident progression and regression in treatment to provide recommendations towards treatment plan for success.
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
- Communicated behavior choices to residents by outlining positive and negative consequences of choices.
- Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.
- Implemented comprehensive individualized treatment plans for high-risk clients in residential setting.
- Educated clients on managing mental health disorders and identifying signs and symptoms of dysregulation.
- Monitored and documented client progress toward meeting goals and objectives.
- Developed and enforced safety policies and procedures to drive safety and well-being of students.
- Developed, implemented and monitored residential policies and procedures.
- Responded to student inquiries and concerns, offering support and guidance.
- Helped implement programs to foster community growth and development.
- Promoted culture of respect and understanding among students.
- Enforced policies and safety standards through building and room rounds.
- Monitored student behavior and responded to disciplinary issues in accordance with established policies.
- Collaborated with residential team to maximize effective and efficient operations.
- Provided crisis management and intervention during emergency situations.
- Evaluated student progress to identify areas of improvement and provide feedback.
Hostess/Server
The Blackraspberry Pub
Plymouth, MA
02.2023 - 07.2024
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Used cash registers and credit card machines to cash out customers.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Assisted managers with quickly resolving service- and food-related issues.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Leveraged POS system to manage sales transactions, process credit cards and print receipts.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Relayed guest comments or suggestions to manager on duty for further action.
- Accommodated special seating requests for guests to enhance satisfaction.
- Provided adequate supply of place settings for tables and miscellaneous supplies for work stations to last throughout assigned shift.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Seated patrons based on guest preferences and seating availability.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Completed daily side work and opening and closing duties without fail.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Opened and closed seating sections according to volume of guests.
- Answered phone calls to take orders, give information and document reservations.
- Promoted business loyalty by fostering positive customer relationships.
- Delivered pick-up and curbside orders to guests.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Supported needs wait staff who attended to specific needs of countless customers daily for restaurant with social relevancy and intentionality.
- Advised customers about special offerings and menu items to help drive sales.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Provided patrons with estimated waiting times during peak service hours.
- Took initial drink orders and relayed information to wait or bar staff.
- Backed up servers by checking on tables and retrieving items for guests.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Cultivated warm relationships with regular customers.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Served food and beverages promptly with focused attention to customer needs.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Answered customers' questions, recommended items, and recorded order information.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Assistant General Manager
Study Hall 101
Kingston, MA
04.2022 - 02.2023
- Mentored and motivated team members to achieve challenging business goals.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Motivated, trained, and disciplined employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Identified and qualified customer needs and negotiated and closed profitable projects.
- Recruited, hired, and trained initial personnel, working to establish key internal functions.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Front Desk Secretary
Dartmouth Indoor Tennis
North Dartmouth, MA
11.2019 - 03.2020
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained transaction security by verifying payment cards against identification.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Cashier/Sales Associate
The Original Bob's Discount House
New Bedford , MA
09.2018 - 09.2019
- Greeted customers entering store and responded promptly to customer needs.
- Answered questions about store policies and addressed customer concerns.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed customers and helped determine their needs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Upsold additional products and services to customers, increasing revenue.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Built relationships with customers to encourage repeat business.
- Stocked, tagged and displayed merchandise as required.
- Performed cash, card and check transactions to complete customer purchases.
- Learned duties for various positions and provided backup at key times.
- Used POS system to enter orders, process payments and issue receipts.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Lifted up to 100 pounds at once and used dolly to move heavier loads.
- Set up new sales displays each week with fresh merchandise.
- Handled cash with high accuracy and took care to check bills for fraud.
- Worked with floor team and managers to meet wide range of customer needs.
Education
No Degree - Music Education
Bridgewater State University
Bridgewater, MA 05.2001 -
High School Diploma -
New Bedford High School
New Bedford, MA 08.2015 - 06.2019
Skills
Organization and Time Management
Decision-Making
Self-Motivated
Dependable and Responsible
Excellent Communication
Planning and Coordination
Critical Thinking
Written Communication
Problem-Solving
Analytical and Critical Thinking
Teambuilding
Multitasking Abilities
Active Listening
Software
Microsoft Word
Microsoft Excel
Microsoft Powerpoint
Microsoft Teams
Google Docs
Google Powerpoint
Google Classroom
Evernote
Zoom
Sevenrooms
Resy
Certification
ABA Therapy, Behavior Technician (2021)
Timeline
Residential Counselor
Whitney Academy
09.2023 - Current
Hostess/Server
The Blackraspberry Pub
02.2023 - 07.2024
Assistant General Manager
Study Hall 101
04.2022 - 02.2023
ABA Therapy, Behavior Technician (2021)
02-2021
Front Desk Secretary
Dartmouth Indoor Tennis
11.2019 - 03.2020
Cashier/Sales Associate
The Original Bob's Discount House
09.2018 - 09.2019
High School Diploma -
New Bedford High School
08.2015 - 06.2019
No Degree - Music Education
Bridgewater State University
05.2001 -