Michelle Brown
PUEBLO,CO
Summary
Dynamic Branch Manager with extensive experience in staff scheduling, compliance management, and performance evaluation. Proven ability to enhance operational efficiency and foster positive team environments, driving client satisfaction and branch profitability.
Overview
18
18
years of professional experience
Work History
Branch Manager
FirstLight HomeCare
Pueblo, Colorado
06.2018 - 10.2025
- Managed daily operations of home care services and staff scheduling.
- Trained and supervised caregivers to ensure quality service delivery.
- Developed and implemented operational policies for improved efficiency.
- Conducted regular performance evaluations for team members and caregivers.
- Collaborated with families to address concerns and enhance client satisfaction.
- Ensured compliance with state regulations and company standards in care practices.
- Maintained accurate records of client care plans and service documentation.
- Fostered a positive work environment to boost team morale and retention.
- Managed staff scheduling, hiring and training processes.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Planned work schedules to maintain adequate staffing levels.
- Resolved escalated customer complaints in a timely manner.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Developed strategies to increase customer satisfaction and loyalty.
- Disciplined employees to encourage compliance with company policies and procedures.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Established strong working relationships with external partners such as vendors and suppliers.
- Provided feedback on employee performance evaluations conducted by supervisors.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Coordinated patient care plans to address individual health needs.
- Responded promptly to inquiries from patients regarding their care plans.
- Maintained communication between the family and caregiver and other involved parties regarding the patient's condition.
- Actively participated in staff meetings discussing best practices in patient care coordination.
- Facilitated on-going assessment of patient and family needs and oversaw implementation of interdisciplinary team plan of care.
- Provided emotional support to patients dealing with difficult health issues.
- Explained policies, procedures and services to patients.
- Maintained records management system to process personnel information and produce reports.
Receptionist
NM Divorce & Custody Law
Albuquerque, New Mexico
09.2016 - 06.2018
- Managed front desk operations and greeted clients warmly.
- Scheduled appointments and maintained attorney calendars efficiently.
- Answered phone calls promptly and directed inquiries to appropriate staff.
- Processed legal documents and ensured timely filing with courts.
- Maintained confidentiality of sensitive client information diligently.
- Coordinated communication between clients and legal teams effectively.
- Organized office supplies and maintained a tidy reception area consistently.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled and confirmed appointments.
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Updated and recorded customer or client information to maintain accounts.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Processed payments and updated accounts to reflect balance changes.
Customer Service Coordinator
Medley Material Handling
Albuquerque, New Mexico
07.2013 - 09.2016
- Coordinated customer service operations to enhance client satisfaction at Medley Material Handling.
- Resolved customer inquiries efficiently using CRM software to track interactions.
- Organized and maintained documentation for customer service procedures and policies.
- Collaborated with sales teams to address client needs and provide tailored solutions.
- Conducted regular product knowledge sessions to improve team expertise and service quality.
- Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
- Maintained accurate records of customer interactions and transactions.
Member Service Manager
Nusenda Credit Union
Albuquerque, New Mexico
02.2008 - 08.2013
- Managed member inquiries through phone, email, and in-person communication.
- Developed and implemented member engagement strategies to enhance satisfaction.
- Trained new staff on member service protocols and company policies.
- Resolved conflicts by mediating between members and staff effectively.
- Collaborated with cross-functional teams to improve service delivery processes.
- Monitored team performance to ensure quality customer service standards were met.
- Implemented strategies for increasing member engagement through surveys, focus groups or other methods.
- Handled incoming calls from members regarding their accounts and general inquiries.
- Maintained accurate records of customer interactions, inquiries, and complaints.
- Assisted with the recruitment, selection, onboarding, and training of new members services staff.
- Maintained up-to-date knowledge of all products, services, pricing plans, promotions.
- Provided guidance on best practices for delivering exceptional customer service experiences.
- Performed administrative tasks related to membership renewals such as updating databases or sending reminder emails.
- Resolved disputes between members in a timely manner while adhering to company policies and regulations.
- Identified opportunities for process improvements within the Member Services department.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Some College (No Degree) - Business Administration
Central New Mexico Community College
Albuquerque, NMSkills
- Staff scheduling
- Performance evaluation
- Operational policies
- Compliance management
- Financial monitoring
- Customer relationship management
- Quality assurance
- Team building
- Effective communication
- Interviewing and hiring
- Customer relationships
- Attention to detail
- Client relationship management
- Staff management
- Strong interpersonal skills
- Operations management
- Reliable
- Excellent time management skills
- Customer service
Timeline
Branch Manager
FirstLight HomeCare
06.2018 - 10.2025
Receptionist
NM Divorce & Custody Law
09.2016 - 06.2018
Customer Service Coordinator
Medley Material Handling
07.2013 - 09.2016
Member Service Manager
Nusenda Credit Union
02.2008 - 08.2013
Some College (No Degree) - Business Administration
Central New Mexico Community College