Experience

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  House of Ruth Maryland

  • United States
  • Non-profit Organizations
  • 100 - 200 Employee

  • Lead Program Coordinator

    • Mar 2023 - Present

    • Leads and manages a team of four Service Coordinators within the Safe Homes project, collaborating closely with the Safe Homes Program Manager to ensure efficient operations and service delivery. Responsibilities include overseeing staff training, allocation of tasks, performance evaluations, and ensuring the timely and accurate delivery of services.• Collaborates with the Safe Homes Program Manager to develop and implement training programs covering engagement, placement, service coordination, advocacy, and domestic/intimate partner violence awareness for new and existing Service Coordinators.• Functions as the Project Director for the Safe Homes grants, assisting in compiling statistical data and narratives for grant reports and applications.• Personally provided comprehensive service coordination for a caseload of 12 participants referred from Victim Coordinated Entry, conducting eligibility assessments and crafting detailed service plans involving internal and external service providers and landlords. Maintained participant files and conducted follow-ups post-file closure.• Provided crisis counseling and conflict resolution support for participants, distributed material goods following program procedures, and approved non-rental financial assistance requests up to $250 for approved items.

  • Safe Homes Coordinator

    • Oct 2021 - Mar 2023

    • Assessed safety needs, and make recommendations for action to improve and maintain client safety.• Coordinated, and collaborate with internal and external providers of services to develop, implement and revise client care plans.• Supported clients to increase self-sufficiency skills, safety, education on intimate partner violence, and problem solving.• Assisted program management in compiling necessary statistical data and narratives for grant reports and applications with a 94% accuracy rate.• Accurately documented client’s progress and maintain client’s notes and interactions utilizing case management software Efforts to Outcomes.

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  Four Seasons Hotels and Resorts

  • Canada
  • Hospitality
  • 700 & Above Employee

  • Professional Developer

    • Jan 2017 - Mar 2020

    • Actively promote a cooperative and harmonious working climate that boosts morale, productivity, and efficiency by developing and continuously improving management training programs, training courses, and workshops.• Set a positive example for the shift team by consistently exhibiting a calm demeanor during periods of high-volume guests, which has resulted in the smooth running of the hotel. • Maintained high levels of associate engagement through motivation and transparent communication among 10+ employees between shifts to limit redundancies increasing operational efficiency.• Facilitated excellent service and performance by conducting a wide variety of assigned technical and soft skills training covering guest service, safety and security, sales and marketing, preventative maintenance, housekeeping, human resources, and best practices, thus improving the facility’s reputation.• Managed a team of nine, including three coordinators and six spa attendants and spearhead efforts to guarantee timely production and delivery of products/services, including quality control program monitoring and maximizing adherence to company standards.• Created the first employee training manual with a training schedule, appropriate verbiage used in training new hires for front desk services while simultaneously serving as a reference source for employees, thus enhancing productivity by 22%.• Increased the customer service survey score to 93%+ by designing and executed training programs in response to the organization’s needs and goals.

  • Spa Coordinator

    • Jan 2016 - Mar 2020

    • Maintained a 90%+ productivity level by proficiently managing office operations of the spa, which included answering phones and coordinating appointments for massage, treatments, classes, and personal training politely and helpfully.• Achieved high levels of cooperation and service excellence by maintaining the flow of communication, which included coordinating incoming and outbound mail, responding to inquiries, and providing information about the spa.• Collaborated and consulted with the Public Relations department to establish a stronger social media presence and increased sales by 9% as compared to 2018.• Developed group contract to include automatic gratuity based on amount of people within group resulting in 7% increase for service providers.• Increased spa revenue by 12.6% by revising spa protocol for Spa Night Experience per service.• Raised spa membership by 47% through excellent client support including scheduling and service

  • Spa Attendant

    • May 2014 - Jan 2016

    Efficiently managed the cleanliness and organization of the spa facilities, ensuring a serene and inviting atmosphere for guests.Assisted spa therapists in preparing treatment rooms, replenishing supplies, and maintaining a high standard of hygiene.Collaborated with front desk staff to coordinate guest appointments, ensuring a seamless and positive experience.Demonstrated excellent customer service by responding to guest inquiries, providing information about spa services, and addressing concerns promptly.

  • Room Attendant

    • May 2013 - May 2014

    • Paid careful attention to individual guest preferences, such as pillow type, room temperature, and any specific requests.• Customize turndown services to cater to the unique needs and preferences of each guest.• Maintained clear communication with the housekeeping team regarding room status, special requests, and any issues encountered during turndown service.• Collaborated with colleagues to ensure seamless and coordinated efforts in delivering exceptional service.• Respected guest privacy and maintain confidentiality regarding any personal information encountered during turndown services.

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  SECU Credit Union

  • Baltimore, Maryland Area

  • Bank Teller

    • Jan 2012 - Sep 2013
    • Baltimore, Maryland Area

    • Addressed member inquiries, resolved issues, and provided information on various banking products and services.• Conducted a variety of financial transactions, including deposits, withdrawals, transfers, and loan payments, with a high level of accuracy and efficiency.• Stayed informed about cre...

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  Fifteen4 Creative

  • Baltimore, Maryland Area

  • Administrative Assistant

    • Aug 2011 - Jan 2012
    • Baltimore, Maryland Area

    • Managed incoming calls, directed inquiries to the appropriate departments, and took accurate messages when necessary.• Assisted in research, data gathering, and presentation preparation• Arranged and coordinated domestic and international travel plans, including flights, accommodations, and iti...