As a Residential Director, I live on-site full-time and provide 24/7 on-call coverage for residents. I conduct regular property inspections, oversee maintenance projects, and manage security systems. I handle all maintenance requests, coordinate with vendors, and ensure the property meets FMC standards. I also manage budgets, food service operations, and supervise facility employees. Additionally, I maintain records, oversee emergency repairs, and collaborate with FMC staff on HR-related activities. My goal is to ensure a safe, well-maintained, and welcoming environment for all residents.

As the live-in Resident Director, I manage the daily operations of the chapter house, ensuring smooth functioning and a safe living environment. I coordinate with the Regional Property Manager and Head Chef weekly, schedule house openings and closings, organize resident meetings, and maintain a master calendar of events and maintenance. I oversee vendor relationships, negotiate contracts, and handle preventative maintenance and inspections. Additionally, I manage housekeeping staff, ensure safety systems are up to code, handle minor purchases, verify invoices, and respond to member emergencies.

Manage customer inquiries through our internal database.Maintain customer relationships by promptly assessing customer complaints, ensuring they are acknowledged immediately, and effectively communicating with customers throughout the handling of the claim.Track trends with supplier non-compliance and communicate observations to the associated buyer.Ensure the customer complaint procedure is adhered to by initiating corrective action as required in the best interests of the Company and its customers. Respond to all written communication and related documentation.Investigate, evaluate, and inspect the product to determine overall quality; identify deviations communicated by customers to validate claims and support the final course of action and product disposition. Report all deviations to the supplier and obtain corrective actions.Work with other warehouses to have products evaluated when issues arise.Write statements as requested by customers. I.E., GMO, allergen statements, and gluten statements from all suppliers.

Supports regional talent management strategies by developing a pipeline of internal candidates for positions; assisting in the identification of internaltalent; managing the requisition posting process for assigned regions; organizing internal candidate interviews; contacting and maintainingcommunication with candidates throughout the recruiting process; providing documentation and information on the posting and recruitment process tothe candidate, hiring manager, and interview team; walking candidates through the recruitment process through offer and onboarding; andcoordinating and scheduling pre-employment activities (for example, background check) and onboarding activities.

Work closely with management to ensure quality, efficiency, and productivity facility-wide.Provide data-driven analysis and reporting for business strategies planning.Address customer requests and collaborate with vendors to offer quality services in alignment with individual needs.Support compliance with corporate processes, policies, regulations, and standards.Research, collect, and document facility maintenance data.

Contributed to quality servicing of customers in French and English, serving as translator between clients and carriers.Scheduled appointments, managed automated assignments, updated TMS, monitored / revised shipments, and addressed carrier needs.Drove efforts to deliver customer savings via support and bids negotiations.Facilitated freight billing and procurement via database creation and maintenance.Established KPIs to enhance productivity of transportation and internal teams.Introduced SOPs and desktop procedures to standardize reporting processes.Ensured top data integrity in regards to shipments as well as identified and recommended opportunities for improvements.

Kaizen event:Reviewed invoicing to identify and target discrepancies, liaising with facility personnel to resolve issues prior to finalization. Oversee shipment aging report and maintained communication with account teams for timely processing within deadlines.Managed and maintained billing information in alignment with contract terms.Communicated with internal and external clients regarding billing and invoicing.Implemented quality control and assurance on invoices as needed.Recommended improvements based on financial and operating metrics.Resolved financial discrepancies in TMS financials.Uploaded and maintained current customer benchmark rates (TMS, OCA, SRG).

Promoted to team lead, assisting Customer Service Manager in handling customer service complaints and issues as needed.Escalated issues to appropriate supervisors.Monitored team to ensure productivity and recommend areas in need of improvement, increasing productivity and performance.Trained, coached, and evaluated new service agents as well as implemented quality assurance processes.Raised customer retention rates by following-through on critical inter-departmental escalations.Cross-trained and supported customer service leaders on private brands and savings programs.

Supervised overnight emergency building controls, providing excellent customer service to stores requiring assistance.Monitored store HVAC systems and sources to uncover trends as well as provided maintenance.Dispatched services in response to alarms and building systems.Investigated and corrected emergency problems with machinery ranging from lighting to HVAC.Optimized equipment performance and longevity through assessments and maintenance.Reported issues to Facility Maintenance to be ensure expedited resolutions.

Conducted year-end counts and audited inventories to identify and resolve discrepancies.Liaised with shippers to resolve material damages and shortages.Compared shipping orders and invoices against contents to verify accuracy.Maintained claims, materials, bill amounts, and variances records using Excel, Host, Remedy, and Retail Link. Reviewed incoming shipments, identifying and rejecting discrepancies.