Michelle Dowd
Lititz,United States
Summary
Professional with background in various industries including residential supervision, customer service, and healthcare. Prepared to drive team success and operational efficiency while building strong relationships. Known for fostering collaboration and delivering consistent results. Skilled in conflict resolution and team management, adaptable to changing needs.
Overview
25
25
years of professional experience
Work History
Residential Supervisor
Excentia Human Services
08.2022 - 04.2024
- Built, managed, and developed a direct support team comprised of 12 personnel, provided coaching and mentorship, conducted performance evaluations, and established inclusive work cultures.
- Improved daily operations of assigned group homes by implementing new organizational norms, new communication systems, and holding monthly team meetings.
- Improved coverage of assigned group homes by cross training direct support staff in all assigned homes and outside of assigned homes.
- Coordinated all staffing schedules and made sure that each shift had adequate coverage.
- Maintained confidential records, took monthly on call, trained new staff, mentored new residential supervisors, and ensured all residents daily and healthcare needs were met.
- Developed individualized support plans tailored to residents' unique needs and goals.
- Facilitated communication between families, staff, and external agencies to strengthen support networks.
- Communicated professionally with outside agencies and medical offices almost daily.
- Supervised daily operations of residential programs, ensuring compliance with regulatory standards.
Remarketing Support Specialist (Temporary)
Penske (Pathfinders)
04.2022 - 08.2022
- Keyed new sales timely.
- Maintained communication via phone and email with customers through completion of their sale.
- Performed daily follow-ups and communicated with Penske shops.
- Collected payments via wire and checks timely and accurately.
- Consistently hit sales goals each month.
- Provided technical support for end-users, resolving issues efficiently and enhancing user satisfaction.
Operations Support/Administration
Caregivers America
12.2021 - 04.2022
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situatuations.
- Excellent communication skills, both verbal and written.. and productively with all team members.
- Answered phones, took messages, directed calls to appropriate person, maintained consistent and efficient flow of information to Care Coordinators with accuracy.
- Assisted with Intakes and Payroll.
- Assisted with onboarding of new employees including I-9 forms, IDs, and filing of new employee packet accurately.
- Updated filing system.
- (Company merged with another home care agency-no longer needed)
Family Care Coordinator
Constance One
09.2019 - 09.2020
- Operations support to Co-founders.
- Implemented communication strategies that enhanced family engagement in care processes.
- Evaluated client needs through assessments and facilitated appropriate service referrals.
- Daily phone calls to seniors on assigned case load determining any needs, supporting daily routine, medication reminders, additional services as needed, and composing report while conducting call.
- Contacted referrals and outside agencies on behalf of family to follow up on provided services.
- Conduct initial program and end of program surveys of supported member and family member served.
- Conducted weekly research for campaigns through computer searches, phone calls, events, and surveys.
- Composed mailings for e-mail and postal campaigns.
- Scheduling as needed.
- (This was a start-up company. Covid caused lay-offs.)
Program Manager/Program Coordinator
Friendship Community
03.2016 - 08.2020
- Led cross-functional teams to implement program initiatives enhancing community engagement and support services.
- Reviewed and maintained documentation and medical records for all individuals in assigned homes monthly.
- Developed strategic plans aligning organizational goals with community needs, driving program effectiveness and outreach.
- Interviewed and hired for open positions, trained new staff, and conducted performance reviews.
- Coordinated resource allocation and budgeting processes to optimize program efficiency and impact on service delivery.
- Created schedules and increased coverage through cross training staff through assigned homes.
- Administered medications with less than 0.01% error rate.
- Facilitated training sessions for staff on best practices in program management and community interaction strategies.
- Oversaw compliance with regulatory requirements, maintaining high standards in program operations and reporting obligations.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Attended and engaged in weekly and monthly meetings 90% of the time.
- On call rotation for assigned programs according to schedule.
Area Supervisor
Occupational Development Center
01.2011 - 03.2016
- Supervised daily operations to ensure compliance with organizational policies and safety standards.
- Maintained records with county and state.
- Implemented process improvements that streamlined workflows and increased operational efficiency.
- Increased production levels, having the best accuracy of all areas.
- Member of Safety Committee performing monthly building inspections.
Call Center Representative
Liberty Business Information/ACC
01.1999 - 08.2007
- Performed cold calls to professionals meeting, often exceeding quotas.
- Part of a team of operators selected for specific monitored call assignments due to grammar and annunciation.
- Selected for campaigns for 1-800 Flowers initially in sales then selected for customer satisfaction/resolution
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Provided feedback to management on common customer concerns for service enhancement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- (There was a break in the years while I went to massage school)
Education
Certification - Massage Therapy
Finger Lakes School of Massage
Ithaca, NY09-2001
Skills
- Operations Oversight
- Administrative Support
- Team management
- Team building and relationships
- Motivational leadership
- Medical terminology
- Excellent communication
- Active listening
- Deescalation/conflict resolution
- Data entry
- Accurate record keeping
- Solutions driven
- Phone Etiquette
- Relationship builder/retention
Timeline
Residential Supervisor
Excentia Human Services
08.2022 - 04.2024
Remarketing Support Specialist (Temporary)
Penske (Pathfinders)
04.2022 - 08.2022
Operations Support/Administration
Caregivers America
12.2021 - 04.2022
Family Care Coordinator
Constance One
09.2019 - 09.2020
Program Manager/Program Coordinator
Friendship Community
03.2016 - 08.2020
Area Supervisor
Occupational Development Center
01.2011 - 03.2016
Call Center Representative
Liberty Business Information/ACC
01.1999 - 08.2007
Certification - Massage Therapy
Finger Lakes School of Massage