Michele Thornton
Westlake,OH
Summary
Results-driven professional with a strong foundation in customer service, office management, and team collaboration. Known for delivering exceptional customer experiences through attentive communication, efficient transaction handling, and meticulous organization. Skilled in managing inquiries, coordinating application processes, and maintaining accurate records to support admissions and customer service goals. Adept at thriving in fast-paced environments, fostering customer satisfaction, and driving operational success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front End Associate
Heinen's
Bay Village, OH
07.2024 - Current
- Delivered personalized service to ensure customers left with a positive experience, fostering loyalty and satisfaction.
- Led the front-end team of 4-10 associates to consistently provide high-quality service, coaching staff on best practices and conflict resolution.
- Managed daily operations, including customer inquiries, issue escalation, and workflow coordination, to maintain smooth store functions.
- Oversaw office operations, including cash handling, bank deposits, and bookkeeping tasks to ensure financial accuracy.
- Administered payroll and scheduling through ADP, supporting workforce management and compliance.
- Facilitated cash, check and credit transactions on cash register with 98% accuracy.
BA/BASW Program Coordinator
University of Akron
Akron, OH
07.2008 - 08.2020
- Oversaw recruitment, admissions, and advising for an undergraduate program, ensuring seamless applicant experience and strong enrollment outcomes.
- Organized and provided all aspects of recruitment, including campus tours, events, and presentations for prospective students.
- Increased transfer admissions through strategic outreach and partnership development, resulting in five formal agreements and the university's largest transfer cohort each year.
- Directed program expansion to two additional campuses, coordinating logistics, stakeholder engagement, and policy implementation.
- Cultivated relationships with internal teams and external partners to enhance visibility and service quality
- Developed and maintained relationships with faculty, staff, and external partners to enhance program outreach.
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Established strategic partnerships with external organizations, expanding program reach and impact.
Education
Master of Social Work - Social Work
University of Pennsylvania
Philadelphia, PA05.1996
Bachelor of Arts - Sociology
University of Dayton
Dayton, OH05.1994
Skills
- Customer Service
- Program Coordination
- Communication
- Time Management
- Flexibility
- Complaint resolution
- Application Systems
- Attention to Detail
- Motivational Interviewing
- ADP
- CRM Software
- Microsoft Office
- Certified Associate in Project Management (CAPM)
Accomplishments
- Expanded program reach from 1 to 3 campuses by increasing transfer admissions, establishing the university's largest transfer admissions program, and sustaining an annual graduation persistence rate of 90-95%.
Certification
- Certified Associate in Project Management (CAPM)
- ADP payroll
- CRM Software
- Motivational Interviewing
- Asana Ambassador
Timeline
Front End Associate
Heinen's
07.2024 - Current
BA/BASW Program Coordinator
University of Akron
07.2008 - 08.2020
Master of Social Work - Social Work
University of Pennsylvania
Bachelor of Arts - Sociology
University of Dayton