Shauna Carleton

• Ensured compliance with state regulations and facility policies by maintaining accurate documentation of activity programs.
• Planned resident outings and special events to mark holidays and celebrate special occasions.
• Developed monthly life enrichment calendar and published electronically and in print.
• Developed strong relationships with residents and their families, fostering a supportive community environment.
• Designed wide variety of activities to stimulate interest, involvement, and engagement of patients.
• Boosted social interaction among residents through organizing regular events, outings, and group activities.
• Worked with nursing team to identify and document changes in patient mental acuity and physical abilities.
• Addressed challenging behaviors exhibited by some residents during group settings through effective communication strategies that maintained a positive atmosphere.
• Evaluated the effectiveness of activity programs through ongoing assessment and feedback from residents, families, and staff members.
• Supervised volunteer staff in the planning and implementation of various activities, ensuring a high level of service was consistently provided for all residents.
• Enhanced resident engagement by planning and executing diverse recreational activities tailored to individual interests and abilities.
• Trained new activity staff members on program development procedures and best practices for engaging diverse populations of older adults.
• Performed assessments on activity programs to determine what specific activities were suitable.
• Assisted with safety and emergency planning to secure patient safety while at facility and prevent injury.
• Arranged outings as part of recreational program.
• Maintained running inventory of supplies and purchases to monitor budget expenditures.
• Coordinated special events such as holiday celebrations or themed parties to enhance overall quality of life within the community setting.
• Stretched minimum annual budget of $12000.00 to cover planned activities through creative use of resources.
• Supervised Activities Assistant and conducted performance evaluations.
• Maintained activity records and reports to evaluate program success and identify areas for improvement.
• Collaborated with interdisciplinary teams to create holistic care plans addressing the physical, cognitive, emotional, and social needs of each resident.
• Established partnerships with local organizations to provide additional resources and opportunities for residents'' enrichment.
• Managed budgets effectively to ensure adequate resources were allocated for all planned activities and events.

Responsible for answering 911 emergency and non-emergency calls in an Emergency Operations Center environment. Determine response to each call and dispatch the appropriate department from the Counties 26 Fire Department and 9 Law Enforcement Agencies.

• Receive and prioritize calls and complaints from the public concerning crimes, fires and emergencies; question the caller to determine the nature of the problem.
• Enter information into CAD System verifying the location and determining the appropriate responder.
• Dispatch personnel and equipment to scene of emergency while maintaining radio contact, scan status charts and computer screen to determine units available.

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, account management, and business development. Used consultative selling techniques to provide leads for telesales personnel.

• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 500 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Became the lead "go-to" person for new rep and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.
• Helped company attain the highest customer service ratings (as determined by external auditors)earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
• Complete customer service training to learn ways to enhance customer satisfaction and improve productivity.
• Recognized by peers ans "#1 Customer Service Rep" (out of 30 reps in division). Ranking was based on accuracy, customer service, and availability.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Completed multiple modules of customer service training, topics included
• Great transfer and hold calls
• Build rapport, listen, clarify and manage conversational flow
• Manage upset customers, conflicts and challenging situations
• Deliver outstanding service, exceed expectations and build long-term loyalty
• Work in teams and in a self-directed environment