Michelle Mastin
Oakland
Summary
Dynamic, results-driven professional with extensive experience in managing complex, high-volume workflows with precision. Proven ability to build strong relationships and foster collaboration across diverse teams and stakeholders, ensuring seamless project execution. Eager to leverage expertise in education, community engagement, and organizational coordination to support initiatives that promote positive development and empower communities. Committed to driving impactful programs that enhance community well-being and foster sustainable growth.
Overview
8
8
years of professional experience
Work History
Operations Manager
BrightBee Inc
09.2024 - 09.2025
- Managed daily operations, ensuring seamless scheduling, task management, and logistical support during high-volume periods.
- Developed and monitored key performance indicators (KPIs) to drive operational efficiency and cost savings.
- Managed end-to-end candidate evaluations, including interviews and background checks, to ensure strict regulatory compliance.
Head of School's Office Coordinator
Head-Royce School
08.2023 - 08.2024
- Managed front-office operations for the Head of School, providing high-level administrative support and ensuring smooth day-to-day functions.
- Led the planning, organization, and execution of major annual events, including school-wide meetings and special celebrations, while managing all logistics.
- Coordinated complex travel arrangements and managed detailed expense reports.
- Managed expense reporting and budget allocation for all professional development requests.
Visitor Experience Associate
Chabot Space & Science Center
Oakland
02.2018 - 02.2024
- Enhanced the visitor experience by providing guided tours and driving membership sales.
- Coordinated marketing efforts and promoted public programs to increase membership growth and event participation.
- Managed cross-departmental communication to ensure the seamless delivery of youth programs, weddings, and special events.
Senior Customer Support Specialist
Uber Technologies
Oakland
01.2022 - 07.2023
- Managed a diverse range of customer accounts, resolving inquiries, complaints, and technical issues with professionalism and efficiency.
- Trained and mentored new hires, improving team performance and customer satisfaction through knowledge sharing and best practices.
- Monitored and optimized key performance indicators (KPIs) to drive continuous improvement.
- Utilized CRM platforms and technical tools including Salesforce Knowledge Base, JIRA, Chronicle, and Bliss to manage workflow.
- Provided expert IT troubleshooting for Uber application functionality across Android and iOS platforms.
Front Desk Supervisor
The Bellevue Club
Oakland
07.2020 - 01.2021
- Supervised front desk operations, maintaining a safe and secure environment for guests and staff.
- Trained and managed a team of front desk agents to ensure tasks were completed efficiently and professionally.
Senior Family Support Representative
EveryDay Labs
Oakland
10.2019 - 12.2020
- Managed over 800 weekly support tickets via Zendesk, implementing process improvements that significantly accelerated response times and resolution rates.
- Streamlined communication between families and school districts to resolve attendance issues and improve student engagement.
- Spearheaded the delivery of comprehensive support services to over 500 families across the US, facilitating access to critical community resources.
Assistant Property Manager
Lyons Property Management
Emeryville
06.2017 - 02.2018
- Supported daily property management for multiple residential sites, assisting with tenant relations, maintenance coordination, and vendor management.
- Served as the primary point of contact for tenant inquiries and lease concerns, ensuring prompt resolution and high tenant satisfaction.
- Collaborated with cross-functional teams to identify and resolve maintenance and repair issues.
Education
Bachelor's Degree - Human Development & Family Studies
California State University-East Bay
05-2026
Associate in Arts - Social & Behavioral Sciences
Merritt College
Oakland05-2021
Skills
- Problem-solving
- Team leadership
- Operations management
- Workflow optimization
- Customer relationship management (CRM)
- Data entry efficiency
Timeline
Operations Manager
BrightBee Inc
09.2024 - 09.2025
Head of School's Office Coordinator
Head-Royce School
08.2023 - 08.2024
Senior Customer Support Specialist
Uber Technologies
01.2022 - 07.2023
Front Desk Supervisor
The Bellevue Club
07.2020 - 01.2021
Senior Family Support Representative
EveryDay Labs
10.2019 - 12.2020
Visitor Experience Associate
Chabot Space & Science Center
02.2018 - 02.2024
Assistant Property Manager
Lyons Property Management
06.2017 - 02.2018
Associate in Arts - Social & Behavioral Sciences
Merritt College
Bachelor's Degree - Human Development & Family Studies
California State University-East Bay