Shannon Smith
Baltimore,MD
Summary
Dedicated leader skilled in staff development and health and safety regulations. Successfully managed daily guest services operations while fostering positive communication across departments to enhance overall resident satisfaction.
Overview
9
9
years of professional experience
Work History
Director of Guest Services
Complete Care at Heritage
08.2025 - Current
- Implemented feedback mechanisms to gather guest insights and improve service offerings.
- Trained staff on service standards and operational procedures to enhance guest satisfaction.
- Facilitated communication between departments to streamline service delivery processes.
- Streamlined communication between departments for improved guest experiences.
- Resolved guest concerns promptly, maintaining a positive environment for residents and families.
- Coordinated special events and activities to engage residents and enhance community involvement.
- Managed daily operations of guest services, ensuring exceptional customer experiences.
Certified Nursing Assistant
Connect RN Agency
01.2017 - Current
- Assisted patients with daily living activities, ensuring comfort and safety.
- Monitored vital signs, documenting changes to support care planning.
- Trained new staff on best practices for patient care and facility protocol.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
Certified Nursing Assistant
Marley Neck Health and Rehabilitation Center
04.2023 - 08.2025
- Assisted with daily living activities, ensuring comfort and safety for residents.
- Monitored vital signs and reported changes in patient conditions to nursing staff.
- Maintained accurate documentation of patient care activities and observations.
- Collaborated with multidisciplinary teams to develop individualized care plans.
- Advocated for resident needs, fostering positive relationships within the care team.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
School Bus Driver
Jubbs Bus Services
06.2019 - 01.2022
- Transported students safely to and from school and extracurricular activities.
- Conducted pre-trip inspections to ensure vehicle safety and compliance with regulations.
- Communicated effectively with parents, staff, and school administration regarding student needs and safety concerns.
- Addressed behavioral issues on the bus, fostering a respectful atmosphere among students.
- Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
- Complied with all relevant state and federal regulations regarding school transportation services, ensuring the safety and well-being of students at all times.
Customer Service Representative
Bobs Automotive
03.2017 - 06.2019
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new team members on operational procedures and customer engagement strategies.
- Collaborated with cross-functional teams to improve service delivery and resolve complex issues.
- Analyzed customer feedback data to identify trends and recommend process improvements.
Education
Activity Director Certified -
National Certification Council For Activity Professionals
Kensington, MD05-2026
CNA/GNA Certification - Basic Studies
It Works Learning Center
Baltimore, MD09-2011
Skills
- Exceptional communication
- Multitasking proficiency
- Front office operations
- Staff training and development
- Health and safety regulations
Timeline
Director of Guest Services
Complete Care at Heritage
08.2025 - Current
Certified Nursing Assistant
Marley Neck Health and Rehabilitation Center
04.2023 - 08.2025
School Bus Driver
Jubbs Bus Services
06.2019 - 01.2022
Customer Service Representative
Bobs Automotive
03.2017 - 06.2019
Certified Nursing Assistant
Connect RN Agency
01.2017 - Current
Activity Director Certified -
National Certification Council For Activity Professionals
CNA/GNA Certification - Basic Studies
It Works Learning Center