Self-motivated and intuitive professional offering over 25 years of comprehensive experience. Proven ability to think critically and design effective process and procedures that address challenges and other department needs. Recognized throughout my career for professionalism and conscientiousness.
* Customer service * Department and Program Supervision
* Team Building * Technical Writing
***************** Presentation and Training * Organization and Support Infrastructure
Noteworthy communication skills. Easily establish rapport with people of all ages, cultures, beliefs, and professional levels. Possess exemplary writing skills used to generate accurate program documentation. Concise and proficient technical writer. Adroit at giving verbal and written feedback and instruction that is user-friendly. Possess proficient customer service skills and practiced at negotiating conflicts.
Program Development and Training
Accomplished trainer. Developed and presented 100s of workshops and multiple session programs during my professional career. Have successfully coached volunteers and employees to meet identified goals. Coordinated, revised and taught an annual program that lead to the employment of over 75 participants in the Head Start program.
Adept at assessing office and program process. Inventive at designing multi-approach plans to improve effectiveness and productivity including the necessary procedures and protocols required to increase efficiency and meet agency and department goals.
Patient Services Rep01/2013 － CurrentAspen DentalSyracuse, NY
Perform required front desk duties at a busy dental office that include all components of customer service as well as various clerical functions.
Key Accountabilities Managed patient information in accordance with all confidentiality laws.
Delivered excellent customer service via all modalities.
Complete daily checklists.
Reviewed and updated patient insurance information.
Continually work to increase my knowledge of the services provided in our office.
Professional Experience, cont.
Guest Services Agent01/2010 － CurrentMarriott InternationalSyracuse, NY
Perform required front desk duties at a major hotel that include all components of customer service as well as various clerical functions.
Key Accountabilities Utilize a database to manage guest reservations, research information and generate required reports.
Provide customer service at all points of a guests stay from check-in to check-out.
Complete daily checklists.
Perform duties related to accounts payable such as coding invoices and recording data in an Excel spreadsheet.
Complete clerical functions related to guest services as well as additional requests from hotel management.
Accomplishments After only months in my position I was assigned additional responsibilities beyond my job description such as; wellness coordinator, extra administrative duties and given extra assignments related to a large renovation project.
Organization and Systems Consultant01/2010 － CurrentWash On WheelsSyracuse, NY
Designing an organizational infrastructure that will efficiently and effectively support a thriving small business.
Key Accountabilities Produced an employee handbook and other technical documents.
Designing a public relations plan and creating public relations materials.
Provide customer service and increase customer rapport by acting as a company liaison on-site and by phone.
Revise and craft office systems and internal documents to increase the efficiency and accuracy of the company records and workflow.
Accomplishments Current project: Developing a company website, wowofsyr.com.
Constructed and implemented a number of operations and office systems.
Employer and employees report a clearer understanding of expectations, an increase in rapport with one another and a higher rate of customer satisfaction.
Parent Services Director/Trainer01/2005 － 01/2009Child Care SolutionsSyracuse, NY
Managed an agency team that provided child care resource and referral services to parents, early childhood professionals and the community-at-large in accordance with best practices.
Key Accountabilities Supervised Parent Services Specialists to ensure that workflow met high agency standards.
Reconfigured and maintained a customer database.
Developed and analyzed required reports.
Conducted intake, referral and follow-up services with customers seeking information and resources.
Presented to community groups, completed television appearances and newspaper interviews.
Developed and facilitated numerous trainings for parents and individuals working with children.
Accomplishments Developed and administered a scholarship program for families needing financial aid to access quality child care.
Maintained participant records and determined eligibility based on program criteria that included stringent income guidelines.
Over one hundred children received financial support as recipients of the scholarship.
Due to program success the agency was awarded the supporting grant for a second term of three years.
Family Partnership Specialist01/1995 － 01/2004P.E.A.C.E., Inc Head Start/Early HeadSyracuse, NY
Member of a team that coordinated a comprehensive parent involvement component for an early education program serving over 1000 families in Onondaga County.
Communicated program philosophy and requirements to staff, parents, and the community.
Offered a high quality program that met or exceeded all program required performance standards.
Key Accountabilities Conducted annual program self-assessments and site reviews and provided technical support.
Served as interim Site Supervisor at a site serving 119 children and families.
Created and conducted programs and trainings on many subjects to parents and staff.
Assisted low-income families through advocacy, education and social networking.
Organized recreational and educational parent and family events.
Accomplishments Initially the position included the responsibility of coordinating parent involvement efforts at one site for 68 families.
Over time responsibilities increased significantly and encompassed providing direct service to hundreds of families and technical support to 12 sites and a home-based program that enrolled over 1000 children.
B.S:Syracuse University - Professional Studies
Organizational LeadershipSyracuse, NYProfessional Studies
1998SUNY Empire CollegeSyracuse, NYCertificate, Human Services
Social Services Competency Based Training
1992Associate of Applied Science:Onondaga Community College - Graphic Arts
Interior/Textile DesignSyracuse, NYGraphic Arts
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Companies Worked For:
Wash On Wheels
Child Care Solutions
P.E.A.C.E., Inc Head Start/Early Head
SUNY Empire College
Onondaga Community College
Job Titles Held:
Patient Services Rep
Guest Services Agent
Organization and Systems Consultant
Parent Services Director/Trainer
Family Partnership Specialist
B.S : Syracuse University - Professional Studies
Organizational Leadership 1998 SUNY Empire College 1992 Associate of Applied Science : Onondaga Community College - Graphic Arts
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