Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Groups
I have experience with motivational, speaking for The American Red Cross and Ohio National Guard.
Timeline
Generic

Nancy Steman-Federle

Marysville,Ohio

Summary

Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving sales goals by monitoring employee performance and coaching staff on effective sales methods. Skilled in solving complicated issues and making proactive operational changes. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

39
39
years of professional experience

Work History

Travel Store Sales Manager / Travel Agent

AAA Ohio
03.2019 - 06.2022
  • Personable, out-going, professional, exceptional problem solver, ability to adapt and overcome in difficult situations
  • Experienced organizer, proven time management skills, exceptional multi-tasker
  • Ohio Notary
  • Remarkable sales skills and expert product knowledge meets or exceeds all company performance standards
  • Booked over $100,000 of travel in a eight month period, in the top 10% of company
  • Only manager to have responsibility of two travel stores in Columbus Area
  • Responsible for tracking of Agent goals and performance
  • Exceptional service to members and clients with experience and knowledge of sales functions, extensive destination knowledge, Royal Caribbean, Carnival Cruise Line, Princes Cruise Line, Marriot Brand, Hilton, Hertz, Am track certified
  • Responsible for Payroll verification, weekly and monthly reports, nightly deposits, product inventory
  • Knowledge of Microsoft Office products, particularly Word, Excel, PowerPoint, and Publisher, and the use of Internet resources.
  • Improved store efficiency by streamlining operational processes and implementing time-saving strategies.
  • Increased sales with effective staff training and development programs, ensuring excellent customer service.
  • Managed inventory levels for optimal product availability, minimizing stockouts and overstock situations.
  • Developed strong relationships with vendors to negotiate favorable terms, achieving cost savings and timely deliveries.
  • Implemented loss prevention measures, reducing shrinkage and improving overall store profitability.
  • Oversaw store layout and visual merchandising to create an inviting shopping environment that drove customer engagement.
  • Collaborated with other managers to develop cross-functional solutions for increased store performance.
  • Conducted regular staff performance evaluations, providing constructive feedback for continuous improvement.
  • Created a positive work environment through effective communication and team-building activities, resulting in high employee retention rates.
  • Optimized scheduling practices to ensure adequate staffing during peak hours while controlling labor costs.
  • Maintained strict compliance with company policies and procedures as well as local regulations, avoiding potential fines or penalties.
  • Addressed customer concerns promptly, fostering a culture of exceptional service that generated repeat business.
  • Worked closely with the human resources department on hiring decisions to attract top talent for key roles within the store team.
  • Assisted in budget development and financial tracking, ensuring adherence to established fiscal guidelines and targets.
  • Facilitated regular staff meetings to discuss store goals, share updates on progress towards those objectives, and address any challenges or concerns collectively as a team.
  • Led process improvements initiatives that resulted in streamlined operations workflow across departments.
  • Actively sought feedback from employees and customers to identify areas for improvement, implementing changes as needed.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Approved regular payroll submissions for employees.
  • Supervised guests at front counter, answering questions regarding products.
  • Assisted with hiring, training and mentoring new staff members.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Trained new employees on proper protocols and customer service standards.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Implemented business strategies, increasing revenue and effectively targeting new market
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Assisted in recruiting, hiring and training of team members.

Director of Entertainment and Programming

Spectrum Retirement Communities, LLC / Powell Senior Living
12.2016 - 09.2018
  • Provided strategic direction for a retirement community consisting of 94 residents
  • Experience supervising/directing the work of others
  • Prepared department budget and monitored expenses and financial statements; consistently meeting or beating budget targets
  • Leadership responsibilities included, recruiting, hiring, supervising, and retaining high performing Entertainment Coordinator(s), driver and community volunteers
  • 7 years of experience, planning/implementing activities, events, and groups.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Implemented quality control systems that boosted overall product consistency and reliability.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Increased profit by streamlining operations.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reported issues to higher management with great detail.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Resident Program Coordinator

Brookdale Trillium Crossing
02.2015 - 12.2016
  • Tracked resident activity participation and adjusted events accordingly
  • Address active aging and generational trends to enhance the community programming department
  • Led one-on-one, small group and large group programming as scheduled, directed the accomplishment of those activities by staff or volunteers
  • Coordinated and scheduled outside groups, organizations, and individuals to provide quality programs to residents
  • Ability to coordinate with supervisors and make decisions to get results.
  • Developed effective communication strategies for improved collaboration among team members, resulting in increased productivity.
  • Managed budgets and resources for successful execution of multiple programs simultaneously.
  • Coordinated cross-functional teams to ensure timely completion of program deliverables, maintaining project schedules and meeting objectives.
  • Implemented evaluation tools to measure program effectiveness, utilizing data-driven insights for continuous improvement.
  • Established strategic partnerships with external organizations, expanding program reach and impact.
  • Created comprehensive reports on program progress, presenting findings to stakeholders and adjusting strategies as needed.
  • Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
  • Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
  • Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
  • Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
  • Cultivated a collaborative work culture by encouraging open communication channels among team members which led increased job satisfaction rates amongst employees.
  • Ensured seamless handover between different stages of projects by creating standard operating procedures that guided staff involved in various aspects of each task.
  • Optimized resource allocation by using data analysis techniques to determine the most effective way of balancing project priorities and personnel availability, ultimately meeting deadlines with high-quality outcomes.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Developed and maintained relationships with external partners to facilitate program operations.
  • Collaborated with other program coordinators to achieve consistency in program objectives and services.
  • Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
  • Kept program-related data accurate, up-to-date and easily accessible for accessibility.
  • Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
  • Tracked and reported expenses accurately to manage program budgets.
  • Organized and managed program development from conception through successful execution.
  • Developed program marketing and outreach strategies to increase awareness and attract new participants.
  • Provided technical support to staff with necessary resources to carry out duties successfully.
  • Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
  • Coordinated program logistics to keep all relevant materials and equipment available and in good condition.
  • Designed program implementation and maintenance plan.
  • Developed and recommended policies and procedures for evaluating programs.
  • Facilitated programming by coordinating resources and deliverables between departments.
  • Developed proposals and operational plans within assigned area.
  • Identified risks and developed mitigation plans.
  • Developed new program and feature ideas for station.
  • Helped directors resolve production, casting and budgeting issues impacting station performance.

Substitute Hourly Employee

Hilliard City Schools
03.2007 - 10.2015
  • Positions Held: School Secretary, Playground Aid, Personal Aid for Special Needs Students, Crossing Guard
  • Managed classroom behavior effectively, ensuring a safe and respectful atmosphere for all students.
  • Provided timely feedback on assignments, helping students identify areas of improvement and gain confidence in their abilities.
  • Assisted struggling students through one-on-one sessions, leading to increased academic success.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Upheld classroom routines to support student environments and maintain consistent schedules.
  • Supervised lunchroom and recess activities.
  • Kept accurate and current attendance records and assignment sheets to maintain file compliance.
  • Enforced school and class rules to maintain order in classroom.
  • Collaborated with other educators to plan and review instruction.
  • Operated computers or audio-visual aids to supplement presentations.
  • Distributed textbooks, workbooks, papers and pencils to students.
  • Developed and implemented behavior management plans for students with challenging behavior.

International Sales Agent

American Airlines
12.1986 - 02.2002
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Expanded customer base through effective networking, cold calling, and relationship-building strategies.
  • Streamlined internal processes for improved efficiency and productivity within the agency.
  • Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
  • Negotiated favorable contract terms for clients, securing competitive rates and coverage options.
  • Drove revenue growth by consistently meeting or exceeding sales targets through strategic planning and execution.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
  • Cultivated strong relationships with industry professionals, leveraging connections to generate referrals and new business opportunities.
  • Analyzed client portfolios to identify potential gaps in coverage, offering suitable recommendations based on individual needs.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
  • Diversified revenue streams by cross-selling ancillary products and services, increasing overall profitability for the agency.
  • Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency''s success.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Followed up on customers' inquiries to assess satisfaction with provided solutions.
  • Resolved caller issues quickly and thoroughly.
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Obtained client information by answering telephone calls.
  • Established strong customer relationships, building recommendations and loyalty.
  • Maintained comprehensive product and service knowledge for accurate, informative customer advice.
  • Advised customers about new products and assisted customers in determining best [Type] product for needs.
  • Processed customer orders quickly and accurately for timely delivery.
  • Presented feedback to management on customer service trends and improvement areas.
  • Used [Software] to prepare sales reports containing customer information related to products and services purchased.
  • Verified and improved quality standards by analyzing customer service metrics.
  • Adopted customer feedback in process and system improvement initiatives.
  • Promoted current [Type] marketing campaigns and promotions.
  • Reviewed and executed confidential documents, contracts and disclosures.
  • Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
  • Prepared and presented contracts and other legal documents to clients.
  • Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
  • Leveraged market knowledge and analysis to provide guidance and advice on best options for clients.
  • Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.

Firefighter/EMT

City of Silverton
10.1983 - 01.1995
  • Enhanced community safety by conducting thorough building inspections and identifying potential fire hazards.
  • Reduced response times to emergencies by effectively coordinating with dispatch and other first responders.
  • Performed life-saving procedures during medical emergencies, administering CPR and first aid as needed.
  • Collaborated with fellow firefighters to execute efficient firefighting strategies, mitigating property damage and loss of life.
  • Maintained optimal readiness for emergency situations by regularly participating in drills and training exercises.
  • Assisted in the containment of hazardous materials spills, ensuring public safety and environmental protection.
  • Educated the local community on fire safety practices through presentations at schools, businesses, and other public venues.
  • Conducted search and rescue operations during natural disasters, locating trapped individuals and providing assistance as needed.
  • Demonstrated strong leadership skills while serving as a mentor to new firefighters, fostering a culture of teamwork and professionalism within the department.
  • Improved operational efficiency by helping maintain apparatuses, equipment, and facilities according to established standards.
  • Contributed to positive outcomes during multi-agency responses by effectively collaborating with law enforcement personnel, paramedics, and other emergency service providers.
  • Utilized technical expertise in operating specialized firefighting equipment such as aerial ladders, hydraulic extrication tools, and thermal imaging cameras.
  • Participated in post-incident analyses to identify areas for improvement in departmental policies and procedures.
  • Provided compassionate support to victims of fires or accidents through emotional reassurance and practical assistance such as finding temporary housing or connecting them with support services.
  • Strengthened interdepartmental relationships through participation in joint training exercises with neighboring fire departments.
  • Enhanced overall departmental performance by attending professional development courses and conferences, sharing acquired knowledge with colleagues upon return.
  • Maintained meticulous records of incident responses, ensuring accurate documentation for reporting purposes and future reference.
  • Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
  • Operated fire hoses, hydrants and extinguishers to eliminate fire and prevent from spreading.
  • Drove and operated structural pumpers, tankers, ladders, and service vehicles to aid in rescue operations.
  • Collaborated with other emergency responders on scene to establish adequate fire suppression.
  • Documented emergency calls and equipment maintenance to enable tracking history and maintain accurate records.
  • Participated in physical fitness and training programs to maintain preparedness and stamina for fire rescues.
  • Participated in community outreach programs to raise awareness of fire prevention and safety measures.
  • Trained new firefighters to comply with safety protocols and equipment usage.
  • Educated public and community members on fire safety and prevention methods to provide life-saving techniques.
  • Oversaw equipment and vehicle upkeep to maintain emergency readiness.
  • Evaluated situation at emergency sites to determine and execute most effective methods for saving life and property.
  • Initiated first aid measures to alleviate further injury and prepared victims for transport to medical facilities.
  • Monitored and responded to hazardous gas levels and smoke detectors to avoid injuries and fatalities.
  • Controlled hazardous materials and waste incidents to avoid fires and injuries.
  • Developed and implemented fire safety plans to increase preparedness and rapid response.
  • Assisted with regular maintenance of firefighting equipment.
  • Responded to emergency calls and provided medical assistance to injured individuals.
  • Operated hoses, pumps, ladders and other firefighting equipment.
  • Inspected apparatus, equipment, grounds, and stations for proper order and condition.
  • Conducted thorough tests and inspections of gear, equipment and tools to stay ready for every type of fire.
  • Completed training to stay in peak physical fitness and handle challenging tasks.
  • Laid and connected hoses, held nozzles and directed water streams as part of fire suppression activities at active scenes.
  • Prepared incident reports detailing personnel, location and results of each call.
  • Effectively supported fire suppression by setting up and maintaining water supply lines.
  • Maintained close contact with dispatch to receive and share information about current fires, equipment movements, and incoming personnel.
  • Assisted in prevention of fires through public education programs.
  • Evaluated areas after containing fires to identify and suppress hot spots.
  • Provided station tours, pre-incident surveys and installed smoke detectors to provide fire education to public.
  • Contributed to fire investigation reports and provided testimony in court.
  • Enhanced team performance by effectively collaborating with paramedics, nurses, and physicians in high-pressure situations.
  • Improved patient care by efficiently assessing and stabilizing patients during medical emergencies.
  • Updated professional knowledge through continuous training and education programs, enhancing overall service quality.
  • Promoted community health by participating in public outreach initiatives such as CPR classes and first aid demonstrations.
  • Managed inventory of medical supplies, ensuring adequate stock levels for effective emergency response.
  • Facilitated timely patient transfers to specialized facilities for advanced care when necessary.
  • Demonstrated strong decision-making abilities in determining the most appropriate course of action for each unique situation encountered in the field.
  • Upheld legal compliance standards by adhering to established protocols regarding documentation, treatment procedures, and communication practices within the EMS system.
  • Supported fellow EMTs through active participation in shift debriefings, discussing challenges faced during calls to foster collective learning experiences.
  • Strengthened relationships between EMS providers and local hospitals with clear communication channels aimed at enhancing patient outcomes.
  • Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
  • Communicated with patients about pain, comfort, and needs during transportation and preliminary medical care.
  • Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
  • Delivered emotional support to patients and families.
  • Trained new EMTs on proper protocols and procedures.
  • Coordinated with treatment center personnel to obtain patients' vital statistics and medical history.
  • Educated public on emergency medical services.

Education

Associate. Liberal Arts -

University of Cincinnati-Blue Ash College

Firefighting certificate -

Great Oaks Institute of Technology and Career Development

Skills

  • Customer Service
  • Loss Prevention
  • Change Management
  • Employee Scheduling
  • Staff Training
  • Coaching and Mentoring
  • Team Leadership
  • Employee Performance Management
  • Scheduling Employees
  • Customer Engagement
  • New Hire Onboarding
  • Customer Portfolio Management
  • Critical Thinking
  • Staff Development
  • Staff Scheduling
  • Driven Work Ethic
  • Training and Mentoring
  • Active Listening
  • Time Management
  • Problem Solving
  • Conflict Resolution
  • Staffing

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 15 in the development of community outreach programs.
  • Achieved by introducing [Software] for [Type] tasks.

Additional Information

I been active with the Ohio Army National Guard as a Family Readiness Group Leader. This position supports the Soldiers, and Family members during Deployments and when we are at a Steady State.

Groups

Ohio National Guard Family Readiness Group

I have experience with motivational, speaking for The American Red Cross and Ohio National Guard.

Enhanced employee monitoring and training performance records and incentives with excel spreadsheet documents.

Timeline

Travel Store Sales Manager / Travel Agent

AAA Ohio
03.2019 - 06.2022

Director of Entertainment and Programming

Spectrum Retirement Communities, LLC / Powell Senior Living
12.2016 - 09.2018

Resident Program Coordinator

Brookdale Trillium Crossing
02.2015 - 12.2016

Substitute Hourly Employee

Hilliard City Schools
03.2007 - 10.2015

International Sales Agent

American Airlines
12.1986 - 02.2002

Firefighter/EMT

City of Silverton
10.1983 - 01.1995

Associate. Liberal Arts -

University of Cincinnati-Blue Ash College

Firefighting certificate -

Great Oaks Institute of Technology and Career Development

Similar Profiles

CREATE PROFILE
Nancy Steman-Federle