Michelle O'Neal
Summary
Dedicated Service professional with a 10+ year history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Excellent customer service skills with a friendly and positive mindset.
Overview
14
14
years of professional experience
Work History
Community Support Facilitator
East Bay Innovations
11.2021 - Current
- Assisted in implementation of community support services; inclusion in the community of supported disabled clients.
- Supported clients in developing goals and social skills, improving individuals wellness; physically and mentally.
- Liaised with community members, recommending resources and programs.
- Produced crisis management and intervention plans for communities in need.
- Transported or accompanied clients to scheduled health appointments or referral sites.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts, with some shifts lasting 4 days.
- On Call Supervisor- Going to work with a one hour notice.
- Supervised 25 staff; scheduling, training, and empowering staff to provide quality care.
Community Living Coordinator
Community Entry Services
08.2018 - 11.2021
- Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
- Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.
- Worked with senior case managers to coordinate team development activities and trainings.
- Manage 30 employees caring for 15 residents.
- Developed monthly schedules and assignments for staff.
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-day-day duties accurately and efficiently.
- Offered friendly and efficient service to clients and their families, handling challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Front Desk Agent
Pronghorn Lodge
08.2015 - 08.2018
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Food Service Director
Niobrara County School District
01.2012 - 08.2015
- Developed strategies to improve food service levels for busy facility handling 150 meals each day.
- Planned operations to effectively cover needs while controlling costs and maximizing service.
- Maintained sound financial footing by overseeing department profit, loss and budgeting.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Motivated staff to perform at peak efficiency and quality.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Oversaw food preparation and monitored safety protocols.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Purchased food and cultivated strong vendor relationships.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
Chief Executive
AirmenFamilies.com
01.2010 - 11.2012
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
- Maintained store equipment, printers and fax machines.
- Established and maintained long-range plans for quality assurance.
- Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
Education
Secretarial Studies And Office Administration
Heald Business College
Skills
- CPR & First Aid Certification
- Mandt Certification
- Customer Service Oriented
- Knowledgeable in Food Service and Safety
- Community Integration
- Client Needs Assessment
Timeline
Community Support Facilitator
East Bay Innovations
11.2021 - Current
Community Living Coordinator
Community Entry Services
08.2018 - 11.2021
Front Desk Agent
Pronghorn Lodge
08.2015 - 08.2018
Food Service Director
Niobrara County School District
01.2012 - 08.2015
Chief Executive
AirmenFamilies.com
01.2010 - 11.2012
Secretarial Studies And Office Administration
Heald Business College
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