Stephanie Lombardo
Painesville,Ohio
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Offering 8 years of technical expertise developed in the signage, lighting, and electrical fields. Focused on using training, monitoring, and morale-building techniques to maximize employee engagement and performance.
Overview
13
13
years of professional experience
Work History
Account Manager, Facilities Maintenance
Stratus Unlimited
Mentor, OH
12.2021 - Current
- Renewed and developed key accounts by cementing trusting relationships leading to tripling volume, meeting and exceeding performance SLA’s and revenue plans while continually ensuring client satisfaction
- Acted as main point of contact in matters relating to client concerns and need providing swift support and comprehensive recommendations for best interest of client’s needs
- Directed a high-performing team of 8 Service Managers and 1 Project Manager, promoting communication and productivity while mentoring and preparing them for leadership and managerial roles
- Created comprehensive reports on account performance highlighting KPI’s and root cause analysis and QBR’s
- Unified and streamlined processes across Supply Chain, Production, Customer Service, and Graphics departments, driving operational excellence, enhancing workflow and productivity, and improving client satisfaction
- Provides technical support to customers when needed
- Reduced process lags by leading and encouraging use of best practices and protocols to streamline efficiency
- Assisted in the development of training materials related to service coordination processes.
Team Lead- Program Management
Stratus Unlimited
Mentor, Ohio
06.2021 - 12.2021
- Ensured compliance with company policies and procedures throughout the team
- Worked closely with shipping, warehouse and other personnel to coordinate movements and keep workflows smooth
- Offered training and support to keep team members motivated and working toward objectives
- Collaborated with other departments to develop effective solutions that meet customer needs
- Identified opportunities for process improvements, implementing changes when required
- Monitored team progress and enforced deadlines
- Collaborated with management team to implement new work procedures or policies
- Troubleshot and resolved non-technical issues using support documentation and training
- Fostered positive employee relationships through communication, training and development coaching
- Adapted quickly and positively when faced with changing requirements or unexpected obstacles during projects.
Senior Service Project Coordinator
MC Group
Mentor, Ohio
05.2018 - 06.2021
- Analyzed data related to projects to identify areas for improvement or optimization opportunities
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels
- Ensured compliance with relevant regulations or standards when executing projects across multiple regions
- Managed communication channels between various teams involved in the execution of complex projects
- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks
- Assisted in the development of training materials related to service coordination processes
- Collaborated with internal teams to develop project solutions resulting in on-time execution
- Coordinated with department leads to identify and outline solutions to client-specified challenges
- Troubleshot and resolved non-technical issues using support documentation and training
- Demonstrated leadership by making improvements to work processes and helping to train others
- Collaborated with cross-functional teams to ensure timely completion of projects
- Reviewed deliverables prior to submission to guarantee accuracy and quality standards were met
- Maintained updated records of project activities within designated databases or software systems.
Service Project Coordinator
MC Sign Company
Mentor, Ohio
07.2016 - 05.2018
- Ensured compliance with relevant regulations or standards when executing projects across multiple regions
- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met
- Coordinated with department leads to identify and outline solutions to client-specified challenges
- Developed thorough understanding of products and service offerings to better upsell and cross-sell to clients
- Managed multiple projects with competing deadlines simultaneously
- Built and established strong partnerships with teams, vendors and contractors
- Prepared cost estimates for projects of varying sizes
- Reviewed budget and subcontractor estimate in detail and analyzed for accuracy with scope of work relevancy in mind.
Service Coordinator
MC Sign Company
Mentor, Ohio
08.2015 - 07.2016
- Provided customer service to ensure client satisfaction
- Maintained accurate records of services provided for each client
- Researched, identified and resolved customer complaints in a timely manner
- Provided support to field technicians during service visits when necessary
- Reviewed invoices for accuracy prior to submission for payment processing
- Liaised between client and technician to keep parties fully informed
- Ensured compliance with all relevant regulations pertaining to service operations
- Monitored email and phone communication to provide prompt responses and solutions
- Confirmed completed or closed work order by reviewing notes and following up on pending items
- Worked with technicians to complete paperwork within designated time
- Toggled between multiple systems and databases to look up information and update records
- Obtained paperwork from the field and distributed to appropriate departments for processing
- Managed emergency service requests by communicating schedules and expediting parts shipments and repairs
- Identified needs of customers promptly and efficiently
- Maintained positive working relationship with fellow staff and management.
Program Coordinator
Consumer Support Services
Painesville, Ohio
08.2013 - 08.2015
- Directed, supervised and evaluated 11 supportive living residences within Lake & Geauga County with staffing and support needs
- Managed and led 8 supervisors in ensuring compliance of state regulations and facility policies
- Worked alongside guardians and county board in the development of individual care plans for the support and independence in daily living skills of 21 individuals with intellectual and developmental disabilities
- Advocated for the individuals wants and needs for quality of health and daily living skills
- Served as a liaison between external organizations and partners involved in delivering programming services including transportation
- Maintained accurate records of payroll information, personnel files, and certification renewal
- Scheduled and developed program activities in accordance with program needs
- Oversaw 50+ direct care employees of different tile in day-to-day operations of programs to meet and exceed quality care
- Initiated the planning of meals, lodging, transportation, and program logistics for retreats of all residences in compliance with staffing regulations
- Collaborated with Director in onboarding of new residences and provided crucial support of all day-to-day operations
- Conducted regular safety inspections of the facility
- Responded to emergency situations quickly and appropriately
- Developed and implemented individual care plans for residents
- Maintained accurate documentation of all services provided to residents
- Initiated investigations into allegations of abuse or neglect
- Received certification to implement and train behavior management techniques as needed for residents
- Evaluated job performance of direct care staff through observation, coaching, feedback, and formal reviews
- Maintained communication and transparency with governing boards, department heads and medical staff
- Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
Lead Supervisor
Consumer Support Services
Painesville, Ohio
08.2012 - 08.2013
- Created and maintained employee schedules, ensuring adequate staffing levels in all 4 residences within Geauga County
- Monitored staff performance, providing feedback and coaching employees on their job duties
- Conducted regular team meetings to discuss goals, objectives, and strategies for success
- Trained new hires on company policies, procedures, and processes
- Ensured compliance with state regulations and facility policies
- Monitored staff's performance to ensure that quality standards were met
- Provided orientation, training and supervision of direct care staff
- Coordinated interdisciplinary team meetings to discuss resident progress
- Participated in on-call rotation to provide support after hours
- Conducted regular safety inspections of the facility
- Responded to emergency situations quickly and appropriately
- Used approved crisis intervention techniques in emergency situations
- Maintained accurate documentation of all services provided to residents
- Performed medication administration duties as required by policy
- Resolved conflicts between staff members or between staff and residents when necessary
- Implemented behavior management techniques as needed for residents
- Collaborated with families and outside agencies regarding resident needs
- Worked closely with other departments outside the facility to coordinate services.
Supervisor
Consumer Support Services
Painesville, Ohio
10.2011 - 08.2012
- Directed and supervised team of 6 employees in daily operations
- Provided orientation, training and supervision of direct care staff
- Engages in the hiring process for new direct care staff
- Participated in on-call rotation to provide support after hours
- Conducted regular safety inspections of the facility
- Responded to emergency situations quickly and appropriately
- Performed medication administration duties as required by policy
- Initiated investigations into allegations of abuse or neglect
- Implemented behavior management techniques as needed for residents
- Scheduled medical appointments for residents as needed
- Collaborated with families and outside agencies regarding resident needs
- Transported and accompanied residents to and from medical appointments, shopping trips, recreational activities and scheduled activities
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration
- Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
Direct Care Staff
Consumer Support Services
Painesville, Ohio
08.2011 - 10.2011
- Provided direct care for individuals with intellectual and developmental disabilities and families during periods of illness or convalescence, providing companionship, personal care and fostering activities of daily living with adjusting to new lifestyles
- Assisted with medication administration and documentation of treatments including monitoring vital signs
- Supervised activities of daily living for clients
- Ensured safety of all clients in accordance with facility regulations
- Provided personal care to clients, such as bathing, dressing and grooming
- Performed housekeeping tasks, such as changing linens and cleaning rooms
- Communicated effectively with other members of the healthcare team
- Transported clients to medical appointments or other destinations as needed
- Maintained accurate records and reports related to client care activities
- Assessed changes in physical or mental condition and reported findings to supervisor
- Utilized appropriate techniques when dealing with challenging behaviors
- Participated in training programs as required by state licensing regulations
- Responded promptly to emergency situations involving client health or safety
- Assisted individuals in learning and developing new skills
- Supervised medication administration, personal hygiene and other activities of daily living.
Education
Bachelor of Science - Kinesiology
The Pennsylvania State University
05.2011
Skills
- Account Development
- Client Relationship Management
- Vendor Management
- Relationship Building and Management
- Performance Optimization
- Revenue Forecasting
- Brand Management
- Organizational Development
- KPI Analysis
- Strategic Thinking
- Data-Driven Decision-Making
- Training and Onboarding
- Root Cause Analysis
- Self Motivation
- Teamwork and Collaboration
- Project Management
Timeline
Account Manager, Facilities Maintenance
Stratus Unlimited
12.2021 - Current
Team Lead- Program Management
Stratus Unlimited
06.2021 - 12.2021
Senior Service Project Coordinator
MC Group
05.2018 - 06.2021
Service Project Coordinator
MC Sign Company
07.2016 - 05.2018
Service Coordinator
MC Sign Company
08.2015 - 07.2016
Program Coordinator
Consumer Support Services
08.2013 - 08.2015
Lead Supervisor
Consumer Support Services
08.2012 - 08.2013
Supervisor
Consumer Support Services
10.2011 - 08.2012
Direct Care Staff
Consumer Support Services
08.2011 - 10.2011
Bachelor of Science - Kinesiology
The Pennsylvania State University
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