Kyonna Wallace
Baltimore
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets. Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.
Overview
21
21
years of professional experience
Work History
Supervisor
Crothall Healthcare Environmental Services
Rosedale
08.2020 - Current
- Supervised daily operations of environmental services team within healthcare facilities.
- Trained and mentored staff on cleaning protocols and equipment usage.
- Conducted inspections to maintain cleanliness standards in patient areas.
- Managed inventory of cleaning supplies and equipment for operational readiness.
- Facilitated communication between staff and management to address concerns promptly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Created new strategies for improving customer service standards within the organization.
- Trained new employees on company policies and procedures.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Organized client meetings to provide project updates.
Supervisor
Home2 Suites by Hilton Hotel
Baltimore
03.2015 - 06.2019
- Oversaw quality control to identify inconsistencies and malfunctions.
- Identified needs of customers promptly and efficiently.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Organized client meetings to provide project updates.
- Maintained positive working relationship with fellow staff and management.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Developed strategies to improve team performance and productivity.
- Trained new employees on company policies, job duties, and performance expectations.
Supervisor
HMS Host International
Anne Arundel County
11.2012 - 03.2015
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Trained new employees on company policies, job duties, and performance expectations.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Prepared high-quality espresso beverages according to standard recipes.
- Assisted in training new baristas on beverage preparation and customer service standards.
- Managed inventory levels, ensuring timely restocking of supplies and ingredients.
- Collaborated with team members to enhance workflow during peak hours.
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Labeled containers of milk for use in coffee drinks according to expiration dates.
- Gave samples of popular coffee and tea blends to create sales opportunities.
- Customized drink orders based on customer requests, demonstrating flexibility and attention to detail.
CNA/GNA
Genesis HealthCare
Rosedale
03.2011 - 11.2012
- Assisted patients with daily activities and personal care needs.
- Monitored vital signs and reported changes to nursing staff.
- Maintained cleanliness and hygiene in patient rooms and common areas.
- Supported rehabilitation efforts by encouraging mobility and exercises.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Reported changes in patient conditions to registered nurse or physician.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Transported residents within the facility as needed.
- Assisted in preparing meals according to prescribed diets while monitoring food consumption levels.
- Helped residents walk with or without self-help devices.
- Answered signal lights, bells or intercom systems to determine resident needs.
Supervisor\barista
HMS Host International
Anne Arundel County
06.2008 - 01.2011
- Trained staff on safety protocols and sanitation standards.
- Managed inventory of cleaning supplies and equipment usage.
- Coordinated schedules to ensure adequate coverage for shifts.
- Implemented quality control measures to maintain cleanliness standards.
- Resolved staff conflicts and addressed performance issues promptly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised team of 15 employees in daily operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Processed customer transactions efficiently and accurately.
- Assisted customers with product inquiries and recommendations.
- Managed cash register operations and balanced daily receipts.
- Collaborated with team members to enhance customer service experiences.
- Handled returns, exchanges, and customer complaints professionally.
- Trained new cashiers on policies and procedures effectively.
- Greeted customers and answered any questions they had about the store's products and services.
- Stocked shelves with merchandise when needed.
- Performed other duties as assigned by management.
- Prepared high-quality coffee beverages following established recipes and guidelines.
- Engaged with customers to provide exceptional service and build rapport.
- Maintained cleanliness of the café environment to ensure a welcoming atmosphere.
- Operated espresso machines and other equipment to deliver consistent product quality.
- Managed inventory levels to ensure timely restocking of supplies and ingredients.
- Trained new baristas on proper techniques and customer service standards.
- Assisted in creating seasonal beverage menus based on customer preferences.
Wheelchair Agent
Huntleigh
Anne Arundel County
01.2005 - 06.2008
- Assisted passengers with mobility needs at airports and terminals.
- Operated and maintained wheelchair equipment for optimal performance.
- Collaborated with airline staff to ensure timely passenger assistance.
- Trained new agents on safety protocols and operational procedures.
- Ensured compliance with company policies regarding passenger care.
- Helped customers enter airplane, locate seat and stow luggage.
- Communicated with gate agents to coordinate assistance boarding.
- Aided customers with TSA checkpoint screenings.
- Greeted customers, answered questions and discussed services.
- Monitored customer satisfaction levels by engaging in regular conversations with clients.
Education
CNA\GNA -
Genesis Healthcare
7700 York Road07-2011
High School Diploma -
Walbrook High School
2000 Edgewood St06-2004
Skills
- Inventory management
- Quality control
- Customer service
- Team leadership
- Employee training
- Operational efficiency
- Conflict resolution
- Time management
- Performance evaluation
- Staff scheduling
- Task delegation
- Performance management
- Staff development
- Team building
- Decision-making
- Strategic planning
Timeline
Supervisor
Crothall Healthcare Environmental Services
08.2020 - Current
Supervisor
Home2 Suites by Hilton Hotel
03.2015 - 06.2019
Supervisor
HMS Host International
11.2012 - 03.2015
CNA/GNA
Genesis HealthCare
03.2011 - 11.2012
Supervisor\barista
HMS Host International
06.2008 - 01.2011
Wheelchair Agent
Huntleigh
01.2005 - 06.2008
CNA\GNA -
Genesis Healthcare
High School Diploma -
Walbrook High School
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