Norah O'Connor
Plain City
Summary
Dynamic operations leader with extensive experience at Plain City Aquatic Center and City of Dublin, excelling in customer service and team collaboration. Proven ability to enforce safety policies and resolve complex issues, ensuring a positive environment. Adept in maintaining a clean, safe environment, effectively managing high-pressure situations and contributing to operational excellence and patron satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Server
First Watch
Dublin, OHIO
09.2025 - Current
- Delivered exceptional customer service in high-volume dining environment.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Managed multiple tables efficiently while maintaining attention to guest needs.
- Cultivated warm relationships with regular customers.
- Addressed customer complaints or concerns professionally, ensuring quick resolution and maintaining positive dining experiences.
- Increased table turnover rate by efficiently managing orders and ensuring timely delivery of meals.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
Pool Manager
City of Dublin
Dublin, OHIO
09.2025 - Current
- Supervised daily pool operations, ensuring compliance with safety standards and regulations.
- Conducted regular inspections of pool facilities, identifying maintenance needs to enhance guest experience.
- Led incident response initiatives, effectively addressing emergencies to maintain a safe environment for patrons.
- Oversaw and managed lifeguard staff by monitoring attendance and performance.
- Monitored activities and directed scanning of swimming pool and adjacent areas to prevent injuries, accidents or drownings.
- Increased customer satisfaction with timely resolution of issues and proactive communication.
Assistant Manager of Operations
Plain City Aquatic Center
Plain City, OHIO
05.2024 - Current
- Leading and assisting in day-to-day operations, such as scheduling, opening and closing, and facility readiness
- Resolving customer concerns efficiently and reliably, keeping a positive environment while maintaining patron satisfaction
- Training staff to be proficient in their understanding of operational duties across the pool, from health and safety protocols to customer interactions
- Managing opening and closing duties, ensuring successful facility open and close, counting, handling, exchanging, and dropping cash, and logging chemical levels
- Enforcing and monitoring pool policies regarding safety and cleanliness in order to create a well-maintained work environment
- Leading and supporting lifeguards, front office, and concessions employees, while supervising and advising them in areas of customer service, safety, and professionalism on all fronts, along with being a resource for all staff if any questions arise
- Being proficient and knowledgeable in all areas of work around the pool, including lifeguarding, front office and customer service, and working in concessions
- Working collaboratively with the head manager and Parks and Recreation Department to implement improvements and future business models
Lifeguard
Plain City Aquatic Center
Plain City, OHIO
06.2021 - Current
- Handling high pressure situations such as medical emergencies with professionalism, such as administering first aid and resolving conflicts calmly and effectively
- Providing customer service by ensuring a safe and positive experience, engaging with patrons, and answering questions
- Maintaining a detail-oriented approach to monitoring situations and being able to respond to a multitude of different scenarios quickly
- Working as a team with coworkers to maintain a clean, safe, and organized environment, along with communicating clearly and effectively with a diverse group of people, from patrons to coworkers and management
- Displaying accountability and reliability by following the schedule, being knowledgeable about pool rules, events, and policies, and adhering to safety and first aid policies set by the establishment, state, and American Red Cross
Customer Service Representative
Tim Hortons Ice Plex
Rochester, NEW YORK
08.2024 - 05.2025
- Providing friendly and upbeat customer service by assisting guests with ticketing, skate rental, and inquiries in-person and on the phone
- Handling transactions accurately and efficiently, including cash, credit, and using a point-of-sale system
- Applying and relaying new information from supervisors about the rink schedule, upcoming events, and policy changes
- Promoting rink events and services, such as Adult League to Hockey 101, along with being knowledgeable of all services offered and events being held
- Opening and closing the front desk and cash drawer, involving clean up, cash reports, counting, exchanges, and drops
Special Events Staff Member
Integrity Athletics
Plain City, OHIO
10.2022 - 05.2024
- Promoting different programs and special events tailored to each child and their family's needs
- Creating a fun, safe, and engaging environment and experience for children of all ages and their families
- Working as a team with other staff to set up events, organize apparatus, mats, and other items, and to maintain a clean and safe environment for children
- Having strong knowledge of programs and policies and helping customers understand what program best fit for them would be, along with being able to handle any customer inquiries
- Communicating clearly and effectively with children, adults, and team members
- Adapting to working with different group sizes, ages, and needs quickly, while ensuring the same safe and inviting environment for children to learn and have fun in
Education
Monroe Community College
Rochester, NYundefined
Clark State College
Springfield, OHHigh School Diploma - undefined
Jonathan Alder High School
Plain City, OH05-2024
Skills
- Exceptional customer service
- Adaptability and flexibility
- Effective leader
- Problem-solving
- Team collaboration
- Strong work ethic
Certification
American Red Cross Lifeguard Certification
American Red Cross Lifeguarding Instructor Certification
Timeline
Server
First Watch
09.2025 - Current
Pool Manager
City of Dublin
09.2025 - Current
Customer Service Representative
Tim Hortons Ice Plex
08.2024 - 05.2025
Assistant Manager of Operations
Plain City Aquatic Center
05.2024 - Current
Special Events Staff Member
Integrity Athletics
10.2022 - 05.2024
Lifeguard
Plain City Aquatic Center
06.2021 - Current
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Clark State College
High School Diploma - undefined
Jonathan Alder High School
Monroe Community College