Onsite Customer Support

CAROL METZGER

Hastings, Minnesota *****-****

651-***-**** - *****.***********@*****.*** - WWW: Bold Profile PROFESSIONAL SUMMARY

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. ACCOMPLISHMENTS

Supervised team of 12 staff members.

Voted manager of the month 2 months in a row and nominated 3 other months. Over 10 years of customer service experience. Worked in call centers and as a retail manager.

SKILLS

Budget Coordination

Program Leadership

Strategic Direction

Customer Service

Critical Thinking

Policy and Procedure Improvement

Team Leadership

Time Management

Budgeting and Resource Management

Vendor Management

Presentation Creation and Delivery

Event Planning

Business Systems

Attention to Detail

Conflict Resolution

Organizational Performance

Recruitment and Hiring

Work Delegation

Onsite Customer Support

Verbal and Written Communication

Customer Experience Control

Requirements Writing and

Documentation

Good Judgment

Team Training

Program Reviews

Quality Assurance Evaluation

Performance Tracking and Evaluations

Electronic and Communication

Systems

Work Planning and Prioritization

MS Office Applications

Documentation Proficiency

Employee Scheduling

Data Collection

Monitoring and Evaluation (M&E)

Training and Development

Customer and Personnel Training

Software Documentation

Process Improvement

Adaptable and Flexible

Interpersonal Skills

Data Privacy

Information Protection

Plan Projects

Managing Program Activities

Team Meetings

Negotiation and Conflict Resolution

Employee Coaching and Mentoring

Managing Operations and Efficiency

Program Development and

Management

Administration and Reporting

Troubleshooting

WORK HISTORY

09/2016 to Current Program Manager

Phoenix Residence Inc. – Saint Paul, MN

Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals. Interacted with customers and clients to identify business needs and requirements. Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material. Addressed and resolved technical, financial and operational concerns by working with team members and directors.

Responsible for house schedule and ensuring there is/was enough coverage for the residents needs. Covered openings to ensure house ran smoothly. Involved in hiring and interview process.

Oversee/saw the whole operation of the ICF house for the physically and mentally handicapped. This included but is not limited to ordering supplies and groceries, assigning work loads to staff, scheduling medical/dental appointments and taking residents to them, budgeting, cleanliness of house, addressing families complaints/needs, guiding staff/training staff, repairs, carrying out activities of daily living, financials for the residents, outings, semi annual and annual meetings for residents, etc.

EDUCATION

06/2013 Associate of Science: Medical Assisting

Globe University - Woodbury, MN

01/1986 High School Diploma

Oak Park River Forest High School - Oak Park, IL

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