Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Sam Marshall

Las Vegas,NV

Summary

I am commited with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Residential Coordinator (Floor Supervisor )

Never Give Up Youth Center
Amargosa Valley, NV
04.2022 - Current
  • Launched recreation and leisure programs and customized events for residents, helping people maintain contact with families, friends and other support structures.
  • Oversaw and coordinated care, support and services for each individual living in assigned residences and delivered on-site guidance to direct-care professionals.
  • Worked closely with case managers to support and reinforce client's service plan, maintained ongoing communication on client progress and accompanied clients to key appointments.
  • Trained, mentored and coached 25 plus residential program team members via in-person instruction and modeling and electronic self-study learning tools.
  • Hired, trained and supervised a 25 plus team of residential counselors and support staff, managed medical cases and protocols and supervised medication administration.
  • Established professional rapport with hall residents, building lasting relationships with people of various ages and from different cultures.
  • Reported illnesses, emergencies and crisis situations immediately to onsite Nurse for assistance.
  • Administered, coordinated and recommended disciplinary and corrective actions.
  • Conferred with medical personnel to understand backgrounds and needs of residents.
  • Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
  • Developed and deepened relationships with residents and fellow staff.
  • Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
  • Communicated with staff to resolve problems with individual students.
  • Observed students to detect and report unusual behavior.
  • Developed and coordinated educational programs for residents.
  • Led weekly meetings to address resident concerns and educate on changes to policies and procedures.
  • Answered telephones and routed calls or delivered messages.
  • Compiled residents' daily activities and quantities of supplies used to prepare reports
  • Counseled students in handling family, financial and educational problems.

Technical Support Representative

Asurion
Las Vegas, NV
09.2018 - 12.2021
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Used remote login tools to assist clients with technical and product questions.
  • Served as first point of contact for incoming technical service calls and emails.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Resolved record-breaking backlog of support tickets following major system malfunction.

Operations Manager

Sutherland Global Service
Las Vegas, NV
02.2015 - 08.2018
  • Managed scheduling, training and inventory control.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Addressed customer concerns with suitable solutions.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Built strong operational teams to meet process and production demands.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Analyzed and controlled materials, supplies and equipment operational expenses.
  • Enforced federal, state, local and company rules for safety and operations.
  • Oversaw financial management, budget management, accounting and payroll activities.
  • Connected with clients and developed strategies to achieve sales and customer service goals.
  • Presented performance and productivity reports to supervisors.
  • Conducted employee observations and documented findings.
  • Responded to information requests from superiors, providing specific documentation.
  • Collaborated with team leaders on quality audits.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Planned delivery routing, team workflows and promotional initiatives.
  • Measured and reviewed performance via KPIs and metrics.
  • Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.
  • Published customer satisfaction results from feedback forms and correspondence.
  • Created corrective actions based on adverse KPI trends.

Education

High School Diploma -

Great Basin High School
Clearfield, UT
05.2007

Some College (No Degree) -

Mt San Jacinto College
San Jacinto, CA

Skills

  • Active listening
  • Customer service
  • Relationship building
  • Team management
  • Critical thinking
  • Computer skills
  • Problem resolution
  • PPE use
  • Planning & organizing
  • Teambuilding

Accomplishments

  • Promoted from Youth mentor to Residential coordinator, in less than 12-months.

Certification

  • Certified Med Tech , Never Give up Healing Center - 2023
  • Cpr Certified 2023

Timeline

Residential Coordinator (Floor Supervisor )

Never Give Up Youth Center
04.2022 - Current

Technical Support Representative

Asurion
09.2018 - 12.2021

Operations Manager

Sutherland Global Service
02.2015 - 08.2018

High School Diploma -

Great Basin High School

Some College (No Degree) -

Mt San Jacinto College

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Sam Marshall