Susan Massey

*** ********* **,

Macon, GA *****, US

Mobile Phone: 419-***-****

E-mail: adtyyh@r.postjobfree.com

OBJECTIVE

To obtain a challenging position that will provide opportunity for growth and advancement based on my experience.

WORK EXPERIENCE

Dispatch Supervisor

October 2014 – January 2017

Black & White Transportaion

I started here as a call taker in a part time position. As a call taker, I took calls from clients needing rides, generally, or medical rides, as well as truck parts deliveries, prescription deliveries, and picking up railroad personal from Ohio, Michigan, and Indiana, and taking them to their next train.

In May of 2015, I was promoted to Dispatch Supervisor. In this position, I was responsible for ensuring that call takers are giving excellent customer service, keeping the drivers safe out on the road, and getting the cabs dispatched to the customer in a timely fashion. At any given time, there could be up to 120 cabs on the road. I was responsible for de-escalating any all customer problems if they arose, as well as ensuring that the next shift was organized with all pre-ordered rides. This included assigning the drivers whenever necessary, and watching where they were for the most econmical means for them to drive to a destination.

I have gotten great knowledge of the streets and sections of Toledo and surrounding communities to ensure the best service for our clients. This position mandated that I knew every divison of the company so as I could dispatch should no one be available. There were (4) screens to which I worked from, and I could see all divisions, drivers, and CSR's at all times throughtout my shift.

I was also responsible for making sure that our para-transit division runs daily and weekends after the division’s dispatcher had left for the day. I retired in January 2017.

Chirorpractor Assistant

November 2013 – February 2015

Timber Spine and Rehab

In this position, I assisted the Dr. with her patients showing them the stretches for their treatment and working w/ them. I would put them on electro therapy as well.

I also signed their paperwork w/ them if they needed help or an attorney.

Guest Relations Specialist/Admissions Assistant

April 2010 – Dec. 2010

The Laurels of Toledo Toledo, OH 43607

Healthcare Services

In this position I was a liaison between our guests and their families, and the clinicals and the administration. This position's official description is to work with our rehab. unit guests as they are high turn-over guests.

In this newly created position at The Laurels, I was responsible, primarily, for exceeding the expectations of our rehab. guests. I am the person to which they can tell their expectations, needs, and wants. They can also voice their concerns if necessary. I will run to the store for them, get them outside meals if appropriate, or just sit and visit with them - which I do with each and every guest on this wing everyday. I have created a calander of activities for this wing, however, they may also participate in the activities posted through our activities director.

I also assisted our Marketing Director with admissions. When she would go out into the market, I would take admissions calls as well as give tours of the facility. When a new admission would come to our facility, I would put flowers, salon and meal coupons, and welcome cards in their room. I was also the person responsible to copy and distribute facesheets and all admissions paperwork to the proper nursing station in a timely manner so as the staff may prepare for them. When the clinical staff has completed their admission assessment, I would go through and sign the admission's agreement with the guest, answer questions, and fulfill any immediate needs that they may have.

A high priority at The Laurels is the answering of our multiline phone system. I would keep myself tuned into the phones while I am there. If our receptionist is not going to be available to answer the phones, she would page me for help with them.

I would also assist on discharges with our Social Worker should she need it, as well as filing into the guests' charts for her.

Accounts payable/receivale (from my food and beverage experience), Microsoft Office Excel,Powerpoint, Word, Guest relations, oral and written communications.

Assistant Food & Beverage Director

October 1998 - May 2003

Holiday Inn North Campus Ann Arbor, MI

In this position I worked very closely with the Food & Beverage Director and the Chef to ensure guest satisfaction & profitability. This position required the ability to project a departmental budget on a monthly and yearly basis, as well as the ability to enforce it. I worked closely with area newspapers, radio stations, and monthly publications for the marketing of our department to increase public awareness and our public reputation.

I developed a very detailed F.O.H. training program for staff trainers and new staff alike. Proper training ensures guest satisfaction and confident employees, which in turn gives us a very positive bottom line. I am also a T.I.P.S. Trainer. I had classes with the staff to certify them as T.I.P.S. servers. This training gave them the confidence to use the skills that they already possess when dealing with the responsibility of people consuming alcohol, as well as giving them knowledge on some of the alcohol related laws and their consequences in the State of Michigan.

This position also required me to be the Manager On Duty of the hotel. I was available to all guests and department personnel to ensure that the property was always running smoothly and efficiently.

Concessions/Dining Room Supervisor

April 1998 - October 1998

Maumee Bay Resort and Conference Center Oregon, OH

Hotels and Lodging

This position was a step for me to get back into my career after being home raising my children for many years. I was responsible for ensuring guest satisfaction, ordering of the products, the staff scheduling, and the overall basic operations. The three outlets were profitable throughout the summer season I was there because of my ability to implement a staff training program, stressing the importance of guest satisfaction, quality of product, cleanliness & sanitation, all while still having fun. I had virtually no turnover in my department because I never asked my staff to do any chore in which they had not seen me do myself. They turned into a fabulous team, who all ended up working in other departments through the winter so that they could work concessions again the next summer. I became a restaurant supervisor until I accepted the position at Holiday Inn North Campus.

Crew to Corporate Trainer to First Assistant.

September 1974 - September 1981

McDonald's Corporation

My initial responsibilities were to ensure quality, service, & cleanliness. As time progressed and my abilities became proficient, I was promoted to Floor Supervisor. When I became a Manager Trainee, I transfered to the South Florida Market and worked my way to Second Assistant Manager. I ran my own shifts, with emphasis on quality, service, cleanliness, and team playing. I also learned the importance of developing excellent people skills. As part of my Second Assistant training, I learned, and became very knowledgable and proficient at, controlling food and labor costs. I also had to develop and implement an employee incentive program. The program which I developed was tested throughout the South Florida Market, was implemented there, and became known as the "Silver Streak" program. It was used nationally in the late 1970's. This program opened a door of opportunity for me, as I was then offered a position as a Corporate Trainer. As a Corporate Trainer, I traveled the South Florida Market, and I would train managers and crew, in stores and classroom setting alike on basic operations, security, and equipment.

I then transfered back to the Toledo, OH Market as a First Assistant Manager. This enabled me to learn, very well, how to prepare and evaluate statistical reports, projected and actual profit and loss statements, as well as developing my fellow managers at lower levels so they too would be promotable. I left this outstanding corporation in 1981 to start & raise my family. All management positions required the knowledge of the scheduling of employees, the ordering of products, and the implementation of quality, service, and cleanliness. This corporation also gave me the opportunity to take the highly respected people principles course by Dale Carnegie.

EDUCATION

Some College Coursework Completed,

0 - I have not graduated

University of Toledo Toledo, OH

I was a Political Science Major. I went back when the children were young, but have not yet completed it. I plan on finishing as a long term goal in my life.

Some College Coursework Completed, Social Psychology/Sciences,

March 2009 - April 2010

American Intercontinental University Online Chicago, IL

My goal is to receive my master's degree and to use it by doing pro bono work within my community to help victims of domestic/youth violence.

Stautzenberger College of Busisness Toledo, OH

I completed my certification in Accounting.

High School or equivalent,

0 - June 1975

E.L. Bowsher High School Toledo, OH

Received my high school diploma.

SKILLS

Dale Carnegie

Intermediate

Dale Carnegie

Expert

Dispatch software

Expert

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