Michele Duley
Everett,WA
Summary
Supportive manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
18
18
years of professional experience
Work History
Village Housing Trust Project Strategist
Village Community Services
08.2022 - Current
- Led cross-functional community consortia of stakeholders in planning and executing launch of new project designed to steward and develop housing and resources in perpetuity for people with developmental disabilities.
- Utilized MS Office to create and write product positioning documents, datasheets, brochures and presentations.
- Created customized marketing materials to increase product awareness.
- Researched and evaluated potential new markets and products.
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Tracked key performance indicators to measure success of project.
- Created and distributed surveys for data collection and analysis.
- Managed and motivated consortia members to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Capacity Building Coordinator
Housing Hope (College Of Hope) VISTA
08.2021 - 08.2022
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Developed surveys to identify curricula needs based on client objectives and skill levels.
- Led research focus groups and translated complex findings into actionable insights.
- Generated reports and data visualizations from focus groups and used in presenting findings to clients and senior management.
- Assembled reports and presentations to share insights and recommendations with stakeholders.
- Established and managed relationships with external educational service providers and vendors.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
Hospitality Manager
Multiple
01.2006 - 03.2020
- Scheduled work hours for 4-10 employees to achieve adequate manpower coverage.
- Monitored guest feedback, using to improve service and departmental operations.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Coached and developed associates to improve soft skills and recovery techniques.
- Motivated and rewarded employees to improve engagement.
- Developed and implemented strategies to uphold safety and security of guests.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Increased customer service ratings significantly through personable service.
- Filed incident reports and handled inappropriate behavior to document problems and disturbances.
- Boosted hotel quality and service scores by motivating and supporting guest services and housekeeping employees.
- Managed day-to-day operations of lodging facility, scheduling staff and distributing daily reports.
Education
Bachelor of Arts - Social And Behavioral Science
Linfield College
Mcminnville, ORMaster of Science - Management And Leadership
Western Governors University
Salt Lake City, UT08.2023
Skills
- Strategic Planning
- Team Leadership
- Complex Problem-Solving
- Project Management
- Developing Presentations and Reports
- Issue and Conflict Resolution
- Business Analysis
- Customer Relationship Management
- Performance Tracking and Evaluations
- Managing Operations and Efficiency
- Staff Management
- Cross-Functional Team Management
Volunteer Accomplishments
- Five years (8,500 hours) of volunteer service through the AmeriCorps National Service and VISTA programs.
- Capacity-building projects included incorporating new nonprofit entity for managing legacy donations, conducting focus group market research to determine clientele educational training needs, creating infrastructure for two housing services affiliates that merged, doubling size of affordable housing program, and creating a comprehensive resource and maintenance manual for new homeownwers
Timeline
Village Housing Trust Project Strategist
Village Community Services
08.2022 - Current
Capacity Building Coordinator
Housing Hope (College Of Hope) VISTA
08.2021 - 08.2022
Hospitality Manager
Multiple
01.2006 - 03.2020
Bachelor of Arts - Social And Behavioral Science
Linfield College
Master of Science - Management And Leadership
Western Governors University
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