Katie Dunn
Delta,BC
Summary
Adaptable professional with 10+ years of experience and a proven knowledge of staff training and development, scheduling, and supervising. Aiming to leverage my skills to successfully fill the Assistant Manager, Customer Service role for the City of Delta.
Overview
15
15
years of professional experience
Work History
Clerk
City of Delta
Delta , British Columbia
02.2024 - Current
- Assisted customers with inquiries and complaints in a professional manner.
- Processed payments, refunds, and exchanges accurately and efficiently.
- Operated cash register to process cash, check, and credit card transactions.
- Organized and maintained filing systems for confidential documents.
- Prepared deposits according to established procedures.
- Answered phones in a courteous manner while providing excellent customer service.
- Maintained inventory levels of office supplies and equipment as needed.
- Verified accuracy of all paperwork prior to submission for processing.
- Created memos, letters, emails, reports, presentations as requested by management.
- Greeted visitors in a friendly and professional manner while directing them appropriately.
- Delivered high-quality customer service through deep commitment to knowledge and performance.
- Trained staff members to perform work activities and use computer applications.
- Supervised, trained, and mentored CSOs and clerks coming into new positions.
- Worked with management to ensure allocations were completed properly, and that contracts would be to organizations' needs.
Lifeguard Supervisor
City of Delta
Delta, British Columbia
04.2010 - 02.2024
- Monitored and evaluated staff performance, providing feedback to ensure compliance with lifeguard regulations.
- Developed and implemented safety policies and procedures for the aquatic facility.
- Conducted daily inspections of pool equipment, making necessary repairs or replacements as needed.
- Supervised a team of 10+ lifeguards during each shift, ensuring proper coverage at all times.
- Organized and led in-service trainings on water safety topics such as CPR and AED certification courses.
- Ensured the safety of patrons by enforcing pool rules and responding promptly to emergency situations.
- Maintained accurate records of incidents including accident reports, log books and incident reports.
- Performed administrative duties such as scheduling staff shifts, assigning tasks, tracking attendance and preparing payroll documents.
- Provided excellent customer service by addressing patron complaints or concerns in a timely manner.
- Evaluated performance of staff and addressed areas needing improvement.
- Tested lifeguards' skillsets using scenario simulations.
- Supervised team of lifeguards, ensuring compliance with safety protocols and procedures.
- Conducted regular training sessions for lifeguard staff to improve rescue techniques and emergency response.
- Conducted performance evaluations of lifeguard staff, providing feedback and guidance for improvement.
- Led emergency response teams during aquatic emergencies, ensuring swift and effective action.
- Educated community members on water safety and drowning prevention through workshops and events.
- Two summers running the Ladner Outdoor pool
- Planned and ran two Water Safety Events
- Policy and Procedure committee
- Planning and implementing in-services
- Polar Bear Swim committee for one season
Acting Aquatic Leader
City of Delta
Delta, British Columbia
12.2021 - 06.2023
- Developed and implemented strategies to improve team performance and productivity.
- Conducted regular meetings with staff to discuss progress, identify challenges, and develop solutions.
- Monitored workflow processes and identified areas of improvement.
- Provided guidance and support to team members on operational issues.
- Ensured compliance with organizational policies and procedures.
- Assessed team performance against established goals and objectives.
- Coached and mentored individuals on professional development goals.
- Identified training needs for staff members and developed appropriate programs.
- Fostered a positive work environment by recognizing individual achievements.
- Established clear roles, responsibilities, expectations, timelines, resources.
- Organized events for staff engagement activities such as team building exercises.
- Resolved conflicts between employees in a timely manner.
- Scheduled shifts according to workload requirements.
- Monitored employee productivity to provide constructive feedback and coaching.
- Resolved patron complaints and issues promptly, ensuring patron satisfaction.
- Weekly team meetings to discuss progress, address issues, and plan future actions.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Trained new employees on company policies, job duties, and performance expectations.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Managed scheduling for staff, ensuring adequate coverage during peak times.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
Education
West Coast College of Massage Therapy
New Westminster, BC01-2008
Skills
- Staff Development
- Goal-Oriented
- Training and mentoring
- Policy Enforcement
Accomplishments
- Lifesaving Instructor
- National Pool
- OFA
- Standard First Aid
- CPRC and AED
- Harassment in the Workplace Training
- Trained in Perfect Mind
- Scheduling large staff groups at multiple sites
- Prioritizing workloads
- Communicating and supervising multiple staff
- Problem solving
- Knowledge of policies and procedures
Timeline
Clerk
City of Delta
02.2024 - Current
Acting Aquatic Leader
City of Delta
12.2021 - 06.2023
Lifeguard Supervisor
City of Delta
04.2010 - 02.2024
West Coast College of Massage Therapy