Michelle Heim
Omaha,NE
Summary
Motivational leader skilled in problem-solving, supervision, team building, and customer service. Demonstrates ability to swiftly implement positive changes to enhance company success. Expertise in training, monitoring, and boosting employee engagement and performance.
Overview
29
29
years of professional experience
1
1
Certificate
Work History
Manager, Resident Services
Villanova University
, FL
04.2024 - 08.2024
- Established processes to ensure efficient workflow throughout the organization.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Implemented new processes to improve customer service efficiency.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Fostered relationships with residents and worked with new residents to optimize acclimation and ease the transition to a new living environment on the vessel.
- Led weekly meetings with residents to answer any questions and concerns prior to launch; followed up with answers if unknown at the time of the meeting.
- Organized and booked travel as necessary.
RESOURCE AND IMPROVEMENT MANAGER
AMERICAN QUEEN VOYAGES
12.2021 - 02.2024
- Identified areas for improvement and refined processes while managing teams at the Guest Care Center.
- Implementing strategic plans for sales, guest experience,and operational processes is my expertise
- Utilizes swim lane mapping to illustrate departmental workflows.
- Assisted with the optimization of Salesforce workflow
- Boosted the productivity levels of sales and support teams through provision of effective leadership, guidance, and motivation.
- Direct report to VP of Guest Care Center
SPECIAL SERVICE AGENT
SILVERSEA CRUISES
04.2021 - 12.2021
- Liaison between the sales/guests and the ships
- Ensured manifests were correct and guest documentation completed per set deadlines, organizing special on-board requests for groups
- Managed amenities for consortium's as well as all special orders for guests
WORKFORCE MANAGEMENT
SILVERSEA CRUISES
01.2019 - 08.2020
- Managed team schedules, time-off requests, and communication related to PTO and sick time policies
- Oversaw time-cards adherence and training schedules
- Implement and enforces schedule adherence, ensuring best staffing levels to manage call volumes within budget constraints
WORKFORCE MANAGEMENT
REGENT SEVEN SEAS CRUISES
12.1995 - 12.2016
- Manage team schedules, time-off requests, and communication related to PTO and sick time policies
- Managed time-cards and oversaw training schedules
- Implements and enforces schedule adherence, ensuring optimal staffing levels to manage call volumes within budget constraints
- Aided with budget preparation, Travel Partner surveys, Liaison between HR (in Miami) and satellite office in Omaha
- (During this tenure – Cruise Account Executive, Group Coordinator, Administrative Assistant and Reservations Coordinator.)
Education
Bachelor of Arts - Applied Business And Technology
Arizona State University
Tempe, AZAA - BUSINESS
METROPOLITAN COMMUNITY COLLEGE
Omaha, NESkills
- Strategic Development
- Continuous Process Enhancement
- Hiring
- Training
- Performance Measurement
- Employee Engagement
- Customer Satisfaction (CSAT)
- Customer Relations Management
- Incentive Program Management
- Key Performance Indicators
- Coaching
- Sales Strategies
- Salesforce Implementation Experienc3
- Proficient in Microsoft Office Suite
- Web-based Applications
- Policy Implementation
- SQL
- Query Tools
Certification
- Salesforce
- Frontline Manager
- Giving Effective Feedback
- Data-driven Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager, Resident Services
Villanova University
04.2024 - 08.2024
RESOURCE AND IMPROVEMENT MANAGER
AMERICAN QUEEN VOYAGES
12.2021 - 02.2024
SPECIAL SERVICE AGENT
SILVERSEA CRUISES
04.2021 - 12.2021
WORKFORCE MANAGEMENT
SILVERSEA CRUISES
01.2019 - 08.2020
WORKFORCE MANAGEMENT
REGENT SEVEN SEAS CRUISES
12.1995 - 12.2016
- Salesforce
- Frontline Manager
- Giving Effective Feedback
- Data-driven Leadership
Bachelor of Arts - Applied Business And Technology
Arizona State University
AA - BUSINESS
METROPOLITAN COMMUNITY COLLEGE
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