Maureen Fallucca

3Develop and implement activity programs that encourage socialization and provide distraction from the stressors of daily life of 130 Residents.

• Lead groups in a variety of activities, such as arts and crafts, games, trivia, exercise, and outings
• Work with staff to identify residents with special interests or talents and help them develop their skills
• Encourage residents to participate in activities that promote physical, mental, and emotional well-being
• Plan and coordinate special events for holidays and other occasions
• Plan, organize, and implement a variety of recreational activities for residents
• Encourage social interaction and involvement in activities among residents which increased our attendance by 25%
• Monitor resident participation and satisfaction with activities
• Evaluate program effectiveness and make necessary changes

• Assisted customers with inquiries, providing accurate information and support for product-related issues.
• Resolved customer complaints efficiently, ensuring satisfaction and retention through effective communication strategies.
• Collaborated with team members to streamline processes and enhance overall customer service experience.
• Utilized CRM software to track interactions, manage accounts, and improve service delivery standards.
• Adapted quickly to new systems and product updates, maintaining a high level of service consistency.
• Trained new staff on customer interaction protocols and company policies to promote best practices in service delivery.
• Led a team responsible for addressing escalated complaints, resulting in higher resolution rates.
• Developed training materials to enhance the skills of new Customer Relations Specialists.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Negotiated favorable outcomes between customers and the organization when resolving disputes or conflicts effectively.
• Coordinated with cross-functional teams to resolve product-related issues quickly, minimizing impact on customers.
• Directed 30-person team of customer service personnel while helping front-line team members work effectively.

• Plan schedules and conducts lifestyle programs that provide physical, intellectual, social, emotional and spiritual opportunities for 95 Residents
• Plan appropriate programs for holidays and special events.
• Recruit and develop additional resources for services to the resident. Initiates correspondence including public relations communications with outside organizations.
• Fostered relationships with community stakeholders to promote services and enhance brand reputation within the industry.

• Responsible for developing, implementing and managing the multi-dimensional Wellness Initiative for the community of 130 Residents
• Monitoring introduction, instruction, and content, and recommends enhancements to our programs. Implements strategies geared to participation, satisfaction and outcome.
• Responsible for developing and driving introduction and deployment of Touch-Town and future technology programs to the community
• Manages relationships with vendors to ensure Residents are aware of and on the leading edge of technology and leading edge advancements.
• Plans, implements and develops Outings and other points of destination as planned.
• Responsible for developing, planning, implementing and celebrating the daily, monthly and yearly milestones and successes of the community.
• Responsible for Transportation, scheduling outings, managing Dr. Appointments, shopping, day to day operations for our Drivers. Vehicle maintenance, Record Keeping, overall safety of our Residents.