Michelle Buettner
Rock Hill
Summary
Collaborative manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Results-driven management professional with extensive experience in leading branch operations and maximizing efficiency. Known for fostering collaborative work environment and achieving high-performance results. Reliable and adaptable, with excellent skills in leadership and client relations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Branch Manager
BrightStar Care Of Gastonia
Gastonia, NC
02.2022 - 05.2023
- Increased client and employee satisfaction with proactive problem-solving and attentive service.
- Improved branch performance by implementing effective management strategies and streamlining processes.
- Maintained strict adherence to regulatory compliance guidelines, ensuring all policies were consistently enforced across the branch workforce.
- Evaluated employee performance regularly through observation, coaching sessions, and formal assessments for continuous improvement.
- Boosted staff productivity with comprehensive training programs, clear expectations, and regular feedback sessions.
- Collaborated with senior management to make informed decisions regarding branch growth potential and resource allocation.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Attended living room visits to discuss potential clients needs and express what sets our company apart from competition.
Customer Care Manager/ Scheduler
BrightStar Care Of S. Charlotte
Charlotte, NC
09.2020 - 02.2022
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Mentored new hires, fostering growth and professional development within the team.
- Streamlined communication channels for improved client interactions and faster issue resolution.
- Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
- Reduced staff turnover rates by fostering an inclusive workplace culture and prioritizing employee well-being initiatives.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Maintained accurate records of employee time off requests, facilitating fair distribution of vacation days among staff members.
- Reduced employee overtime costs by closely monitoring work hours and strategically adjusting schedules as needed.
Customer Care Manager
Golden Heart
Charlotte, NC
06.2017 - 08.2020
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem-solving.
- Developed comprehensive training programs to increase team efficiency and productivity.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Retention Specialist
Home Instead
Monroe, NC
06.2017 - 08.2020
- Increased team productivity by providing training on best practices for retaining clients.
- Boosted revenue through upselling and cross-selling opportunities during client interactions.
- Increased employee retention rates by developing and implementing effective loyalty strategies.
- Handled escalated client complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Developed and implemented onboarding and orientation programs for new employees.
Education
Bachelor of Arts -
Lane Community College
Eugene, ORSkills
- Business development expertise
- Relationship building and management
- Human resources knowledge
- Staff Management
- Customer service
- Strong team-builder
- Team Player
- Approachable
- Staff Training
- Operations management
- Team development
- Compliance management
- Audit preparation
Certification
- CPR License
- CNA license
Languages
English
Personal Information
Title: Office Manager
Timeline
Branch Manager
BrightStar Care Of Gastonia
02.2022 - 05.2023
Customer Care Manager/ Scheduler
BrightStar Care Of S. Charlotte
09.2020 - 02.2022
Customer Care Manager
Golden Heart
06.2017 - 08.2020
Retention Specialist
Home Instead
06.2017 - 08.2020
Bachelor of Arts -
Lane Community College