Customer Service Assistant Manager
Resume:
Sarah Masciola
Baraboo, WI *****
*******@**************.***
Knowledgeable about training employees and coordinating work schedules. Always looking for ways to improve efficiency and procedures. Advanced skills in computer usage and knowledge. Driven manager with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects. Experience in property management from smaller facilities to corporate accounts. Experience in managing staff of over 100 employees, contract negotiations, recruitment, food and beverage, as well as many aspects of the hospitality industry.
Work Experience
Regional Operations Director
Quality Hospitality Services - Wisconsin Dells, WI
February 2019 to Present
Operations Manager in charge of providing inspired leadership for one of the company's regional operations, which involves making important and strategic decisions, as well as the development and implementation of operational policies and procedure. I have been responsible for all human resources, payroll, housing, transportation, and recruiting operations within the region. I have the capability of handling very high stress situations as well as managing over one-hundred people at once in a solo situation. Other Responsibilities have included the following:
Providing leadership to my team.
Developing, and implementing operational policies and procedures.
Assisting head human resources department with recruitment and maintaining proper required documentation.
Helping promote a company culture that encourages top performance and high morale that promotes employee retention.
Overseeing budgeting, reporting, planning, and payroll.
Working with senior leadership to determine values and mission, and plan for short and long-term goals.
Ensuring the local office is consistently maintained, staffed, and monitored to ensure the most productive flow of business.
Identifying and addressing any problems and opportunities for the company.
Build alliances and partnerships with other organizations.
Supporting worker communication with the management team.
Ensuring payroll is submitted timely and correctly.
Review transportation needs and challenges to maintain an uninterrupted flow of the process.
Reviewing local housing needs and challenges to maintain a safe and acceptably comfortable environment for employees while maintaining the best conditions of the facilities.
Consistently look out for the company ensuring all financial and operational decisions are made within the organization's best interest.
Promote the business to any local prospects.
Scheduling and attending weekly meetings with all clients.
Regularly attend client's departmental meetings.
Maintaining weekly meetings with the local staff to ensure an efficient communication flow.
North Area Manager
Clean Power LLC - Madison, WI
March 2019 to January 2020
Assisted commercial offices with business development and customer service
Operated within budgetary constraints, participated in development of annual budget forecasts and reconciliation of operating budget
Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties
Offered deep cleaning expertise to clients in need of extra support for commercial areas
Collected trash for disposal in garbage and recycling receptacles and replaced bin liners
Completed laundry services with special attention to requirements of different items, including hand washing and dry cleaning
Adhered to company policies for appearance, thoroughness and facility security
Worked with area supervisors and team members to understand supply needs and bring levels within desired tolerances
Responded to employee questions and requests for information in timely and knowledgeable fashion
Managed payroll processing for 80 employees
Updated employee files with new details such as changes in address or salary levels
Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings
Managed over 50 separate client accounts in various aspects of cleanings and extra sales
Maintained secure clearance in high-security buildings
Managed and supervised over 80 employees throughout the tree-county area
Capable of working in a high stress and ever-changing environment
Crew Trainer
Clean Power LLC - Madison, WI
March 2018 to March 2019
Set positive example for team members by providing high-quality, efficient service
Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition
Maintained current knowledge of all team position requirements
Mentored junior employees to improve performance, safety and customer service
Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
Trained other employees in customer service, safety and performance requirements
Determined operational weak points and implemented corrective actions to resolve complaints and concerns and facilitate results for customer satisfaction
In depth knowledge of over 100 separate accounts throughout the state of Wisconsin
Earned and maintained security clearance for high-security facilities
General Cleaner
Clean Power LLC - Madison, WI
December 2015 to March 2018
Cared for furniture and walls throughout home by spot-cleaning stains, addressing dings, and vacuuming common living spaces and bedrooms
Demonstrated superb customer service skills when working with clients to address urgent needs and cleaning requests
Worked alongside other cleaners to complete sizable jobs in corporate office buildings
Specialized in working with industrial cleaning products within strict safety procedures
Sanitized toilets, sinks, showers, kitchen surfaces and other high-traffic home fixtures
Operated and maintained large cleaning equipment including carpet shampoo machines, industrial washing machines and dishwashers
Inspected and maintained light fixtures, washed baseboards, and cleaned under furniture
Removed trash and transported debris to collection receptacles and emptied home trash cans
Used organization skills, including time management, efficient cleaning methods to meet deadlines in fast-paced environment
Ordered and stocked cleaning supplies based on workload and projected needs
Wiped down tabletops, chairs and condiment containers
Completed deep cleaning tasks such as buffing and polishing floors each quarter
Responded immediately to calls from personnel to clean up spills and wet floors resulting from ceiling leaks and plumbing problems
Washed and spot-cleaned files, desktops, office glass, partitions, doors and walls
Promoted building security by locking doors and checking electrical appliances for safety hazards
Personal Care Assistant (PCA)
Recover Health Services Inc - Baraboo, WI
February 2013 to December 2015
Proficient in performing personal cares
Medication administration
Transfers
Tube feeding
Hoyer operation
Bed transfers
Meal preparation
Assisting with physical therapy exercises
Bathing and dressing
Wound care, and many other areas of personal cares
Sous Chef
Treasure Island Resort & Casino - Red Wing, MN
May 2010 to February 2013
Assist chef in menu preparation
Order supplies for multi-facility restaurants
Manage crew, prep food for banquets, service, and work on line for ala carte menus.
Assistant Manager
SHOCKWAVE VIDEO - Lyndon Station, WI
July 2006 to April 2010
Customer service
Inventory
Loss Prevention
POS System Operation
Scheduling
Ordering
Displays
Marketing
Managing Crew
Janitorial
Education
Bachelor of Arts in Liberal Arts And Sciences Emphasis in Business
Madison College - Madison, WI
May 2019
High School Diploma
Baraboo High School - Baraboo, WI
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