Adoptions Manager Resume Example
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ADOPTIONS MANAGER
Summary
Knowledgeable animal welfare professional bringing well-developed planning and problem-solving abilities developed over 4 years of related experience. Focused on maximizing efficiency and resource utilization to support operations and increase positive outcomes. Well-organized, diligent and systematic with natural relationship-building and leadership talents.
Skills
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Experience
Humane Society Of Southern Wisconsin | City , STATEAdoptions Manager 01/2019 - Current
- Ensure the customer service and adoptions team is providing excellent customer service with a positive, non-judgmental attitude to all visitors
- Understand and ensure SOP are being carried out
- Improved operations by working with team members and customers to find workable solutions
- Maintain industry knowledge through continuing education, training and monitoring of industry publications
- Manage day-to-day operations, including supervision and assignment delegation
- Train and mentored new employees and volunteers to maximize team performance
- Collaborate with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Executed new training initiative to improve skills and develop leaders from within
- Maintained high level of morale and team-work on adoption floor through frequent communication with employees
- Maintained open and professional team relationships to quickly identify and resolve issues
- Communicate and coordinate with multiple departments to achieve top results
- Recruit, hire and train new employees, including monitoring and review of individual performance
- Increased overall team efficiency and productivity
- Complete thorough opening, closing and shift change functions to maintain operational standards each day
- Supervise and train customer service team members to provide exceptional service, driving retention and satisfaction
- Remain calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Check and secure building entrances
- Engage in open and informative communications with the Executive Director when appropriate to give and receive input regarding policy, personnel issues, and budget
- Participate when requested in appropriate public relations events, tours, fundraisers, initiatives, and special programs created by the organization
- Improved customer service delivery and measure feedback to drive greater efficiencies, fostering polite and professional interaction with the general public and serving as a conduit between admissions, spay/neuter, adoptions and volunteers
- Manage the status and eventual outcomes of all foster to adopt and trial adoptions
- Manged the status and eventual outcome of satellite adoption locations: Petsmart, Petco, Vet Clinics, etc
- Participate in morning rounds
- Monitor animals for changes in behavior and communicate changes/concerns to veterinary staff or kennel manager
- Improved customer satisfaction by finding creative solutions to problems
- Reviewed established procedures to assess areas in need of improvement
- Responsible for weekly radio segment on the "pet of the week" as well as presenting information to news outlets on camera and in print
- Prepared and presented educational programs to shelter visitors and educational events off site
Humane Society Of Southern WI | City , STATEAdoptions Supervisor 04/2018 - 01/2019
- Responsible for assisting the adoptions manager with their day-to-day department staff and volunteer supervision including but not limited to scheduling and training, as well as development of team members to assure highest standard of performance and professionalism
- Familiarizes oneself with all animals available for adoption during each shift in order to facilitate thoughtful decision making for potential adopters in selecting a new pet. Works with enrichment coordinator to ensure that adopters receive pertinent behavioral or specific personality needs of each animal and the appropriate support or guidance to manage such needs
- Treats all animals and the public in a professional and efficient manner, servicing customers expeditiously, following up on public requests in a timely manner, including returning phone calls, and responding to questions according to established guidelines
- Assists public with lost and found services including completion of reports, assisting with searches at the shelter, and all other efforts for reunions
- Recording and billing of city of Janesville licensing
- Responsible for records of licensing
- Ensures phone calls are answered promptly and all email and voicemail messages are returned/processed in a timely fashion
- Refers the public to outside resources and partner organizations as necessary
- Provided excellent service and attention to customers in face-to-face encounters and through phone conversations
- Achieved mutual agreements and cleared up miscommunication by working with all parties to reach win-win solutions
- Maintained and created records by accurately recording adoption and return to owner releases on PetPoint software
Humane Society Of Southern WI | City , STATEAdoptions Team Lead 12/2015 - 04/2018
- Maintained cleanliness of lobby space, ensured all donations were processed and the front desk is neat and clean
- Earned good attendance record and built reputation for being on time and ready to work
- Improved operations by working with team members and customers to find workable solutions
- Prepared for adoption events
- Cleaned kennels and animal rooms and provided related housekeeping duties
- Consistently provided excellent service and attention to customers in face-to-face encounters and through phone conversations
- Monitored animals for changes in behavior and communicated changes/concerns to veterinary staff
- Assist in walking of dogs
- Handle animals in a safe and humane manner
- Greet and assist all customers daily in high-traffic retailer
- Support animal health by keeping all areas clean, neat and properly sanitized
Education and Training
Memorial High School | City, StateHigh School Diploma
Certifications
Maddie's Canine Life Saving Master Class
Maddie's Matchmaker Apprenticeship
Maddie's Feline Life Saving Master Class
Humane Wisconsin Shelter Rescue Training
Hard to Place Cats Cat Town Apprenticeship
References
DeShawn Christiansen 608-751-6270
Emily Hopper 608-346-1507
Jason Turner 608-481-2821
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Resume Overview
School Attended
- Memorial High School
Job Titles Held:
- Adoptions Manager
- Adoptions Supervisor
- Adoptions Team Lead
Degrees
- High School Diploma
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