Team Member Customer Service
Resume:
JENNIFER SOTTILE
*** * ******* ****, *********, PA 15904 814-***-**** ***.*******@*****.***
Professional Summary
My greatest ability is being able to relate to and manage people. It has served me very well in all aspects of my professional life, from handling employees to dealing with a diverse customer base. As you can tell from my work history, I strive for advancement and push myself to excel at any job I undertake. I believe my background in customer service and management provides me with the skills needed to do everything from ensuring customer/client satisfaction and getting other team members on board to accomplish the company goals within the allotted deadlines at hand. I have been considered a valued team member to any team member to any team either in a lead role or as a member of the supporting crew. Opportunity awaits and I look forward to continuing my success story and passing on the knowledge onto others to create their own.
Skills
●Leadership - Strong Work Ethic
●Adaptability - Time Management
●Microsoft Office - Open-Mindedness
●Dependability - Teamwork
Work History
Residential Program Supervisor
Feb 2024 – July 2025
Cambria Residential Services Johnstown, PA
●Oversees the day-to-day operations of three homes with individuals with disabilities
●Ensures that the residents are living the best possible life possible
●Taking residents to and from appointments/day programs
●Monthly/Quarterly Review reports
●HRST
●ISP/Team meetings for the residents
●Going from home to home to inspect the homes to make sure the residents are safe and taken care of
●Communicates significant operational issues to immediate supervisor
●Conducts self in a manner that respects clients and other staff
●A role model for the agency's philosophy and guiding principles as well as administrative policies of Valley Community Services
●Makes a conscientious effort with regard to job attendance
●Approaches individual position positively
●Accepts comments and criticism in a constructive way
●Works cooperatively with other staff as a team member
●Follows agencies policies
Program Supervisor
Oct 2023 – Feb2024
Croyle-Nielsen Therapeutic Associates Johnstown, PA
●Oversee the daily operations of two homes with five clients 3
●Train staff
●Daily/Monthly paperwork
●Trained in Firs Aid/CPR/Medication Administration/Safety Mechanics
●Oversees the scheduling of appointments
●Client reports
●Mandated Reporter
●Communicates significant operational issues to immediate supervisor
●Conducts self in a manner that respects clients and other staff
●A role model for the agency's philosophy and guiding principles as well as administrative policies of Valley Community Services
●Makes a conscientious effort with regard to job attendance
●Approaches individual position positively
●Accepts comments and criticism in a constructive way
●Works cooperatively with other staff as a team member
●Follows agencies policies
●Runs monthly fire drills
●Work all shifts
Direct Service Professional/Program Lead/Program Manager/Program Specialist Feb 2018 - Jul 2023
Valley Community Services Bedford, PA
●Makes and attends psychiatric appointments
●Prepares client reports
●Manages the care of Residents with Intellectual Disabilities
●Medication administration certificate
●Specialized skills/training First aid/CPR Infectious diseases and universal precautions Crisis intervention Medication administration
●Ensures that the program assistants supervised are implementing each individual's active treatment program as coordinated by the QMPR or PS
●Coordinates with the QMPR or PS the recreational, leisure, and community activities
●Ensures completion of daily living needs for all residents
●Monitors medication management
●Manages emergency situations in accordance with policies and procedures
●Is the primary contact for hiring staff for the home
●Recommends staff for exemplary behavior or disciplinary behaviors when necessary
●Supervises Program Assistants, Program Leaders and Assistant Managers
●Provides initial and continuous training to all staff
●Schedules, monitors, approves staff hours and time cards, and posts' schedules
●Completes annual staff performance evaluations'
●Ensures completion of household duties
●Identifies and reports house-related needs and repairs
●Responsible for the management and documents of residents and household funds
●Completes monthly fire safety drills and equipment checks
●Submits monthly paperwork to the office
●Maintains individual and house files so that they meet licensing requirements
●Communicates reportable incidents to parents/guardians
●Schedules staff meetings
●Communicates and coordinates medical issues/emergencies with Director of Nursing
●Communicates significant operational issues to immediate supervisor
●Conducts self in a manner that respects clients and other staff
●A role model for the agency's philosophy and guiding principles as well as administrative policies of Valley Community Services
●Makes a conscientious effort with regard to job attendance
●Approaches individual position positively
●Accepts comments and criticism in a constructive way
●Works cooperatively with other staff as a team member
●Follows agencies policies
●Completes payroll via ADP
Cold Bar/Bakery Hostess Oct 2013 – June 2015
Ponderosa Johnstown, PA
●Back of the house cook, Set up the cold bar and bakery in the mornings
●Prepare foods for both the cold bar and bakery\
●Maintaining cleanliness of the store
●Training new employees
Cashier/Shift Manager June 2015 - Nov 2017/Feb 2004 – Jan 2013
Wendy's Old Fashioned Hamburgers Johnstown, PA
●I was promoted to shift manager in 2005
●The first position I held within the company was a cashier, which involved maintaining the dining room and interacting with all the customers
●All managers were responsible for opening and closing the store
●Cash management
●Preparing the Point of Sales system for the upcoming shifts
●Inventory management
●Balancing cash drawers]
●Handling customer escalations
●Maintaining cleanliness of the store
●Assigning employees daily duties
●Serving guests
Education
Bachelor of: Business Administration, Human Resource Management April 2022
Colorado Technical University Colorado Springs, Colorado
GPA: 3.4
Associates of Applied Science: Restaurant/Culinary Management May 2015
Pennsylvania Highlands Community College Johnstown, PA
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