Michael Moresi, M.S. Email & Phone Number

Durham, NC, US

• Manage the execution of team operations and initiatives, ensuring quality service delivery for high-volume crisis contacts.
• Lead a team of 19 Crisis Shift Supervisors, ensuring a best-in-class onboarding and service delivery experience, with a focus on continuous improvement and customer satisfaction.
• Foster a collaborative and performance-based culture that promotes teamwork, open communication, and recognition of team achievements to meet organizational goals.
• Provide individualized coaching, mentoring, and performance management, developing performance and development plans while conducting regular performance reviews and goal-setting sessions with direct reports.
• Collaborate with cross-functional teams, including Product & Technology, to successfully implement new case management systems that enhance service delivery and align with the organizational vision.
• Partner with Continuous Quality Improvement to develop, implement, and oversee new policies and procedures aligned with accreditation standards, ensuring compliance and driving operational success.

• Directly supervise staff and volunteer counselors who engage in conversations with LGBTQ youth in crisis through our chat and text-based services
• Ensure quality assurance through real-time coaching, and feedback
• Effectively balance the safety and autonomy of the youth we serve through communication with external partners such as law enforcement and child protective services when necessary
• Utilize a combination of qualitative and quantitative feedback through conversation evaluations and new counselor feedback to ensure continuous development of counselors and improvement of services provided

State College, Pennsylvania Area

• Executed the Pre-Admission & Re-Enrollment process for 24 Penn State University campuses for applicants who disclose disciplinary and/or criminal history
• Spearheaded efforts to consolidate and enhance the Conduct Review process leading to an increase in efficiency, partnerships and customer satisfaction
• Effectively managed a caseload of 30+ constituents per quarter
• Spearheaded the Professional Development Committee for the Office of Student Conduct, working with campus partners to strengthen the services provided to constituents
• Resolved and triaged issues and concerns received through the Office of Student Conduct inbox
• Represented the Office of Student Conduct on talent acquisition committees for departmental positions

State College, Pennsylvania Area

• Hired, on-boarded, supervised, and administer performance evaluations to 10 paraprofessionals
• Provided on-call professional staff support for 2,900+ constituents on a regularly scheduled rotation to provide direct crisis response to incidents involving constituents
• Routinely counseled individuals utilizing personal development plans and coaching strategies
• Facilitated a three- credit, semester long course for a group of 19 trainees
• Forged partnerships with other departments within the organization, which resulted in direct and interdepartmental collaboration
• Measured qualitative and quantitative analysis to assess effectiveness of programs, communications and services to residential constituents

State College, Pennsylvania Area

State College, Pennsylvania Area

Evanston, Illinois

• Managed 10 conference groups hosting 2,250 guests and generating over $1.8 million in an operation that housed more than 5,500 guests and generated over $4.1 million
• Developed and co-presented on-boarding for 20 Conference Assistants that regarding customer service, scheduling, procedures and protocols
• Supervised 20 staff members in their role as Conference Assistants including oversight of a 24-hour desk, and on-duty rotations

• Developed and facilitated onboarding of 150 student employees for the entire campus
• Coordinated large scale programs such as Make-A-Difference Day, and Volunteer Fairs
• Served as a career advisor, and as co-adviser for the Student United Way organization
• Updated the Campus Student Employee Handbook and facilitated new Student Employee trainings

Master Of Science (M.S.), Higher Education/Higher Education Administration

Bachelor Of Music, Music Performance

Activities and Societies: Pi Kappa Alpha, Order of Omega, Greek Programming Board, Orientation Leader, Green Jackets