Yvonne Kaiser

• Served food and beverages promptly with focused attention to customer needs.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Cultivated warm relationships with regular customers.
• Maintained clean and organized dining areas to uphold restaurant hygiene standards.
• Resolved customer complaints promptly and professionally to maintain positive reputation.
• Explained menu items and suggested appropriate options for food allergy concerns.

Reason for leaving: I took on the role of Director of Residential Services at SOWINS and could no longer maintain a second job.

• Cultivated warm relationships with regular customers.
• Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
• Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
• Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.

Reason for Leaving: Moved to BC.

• After resigning as the General Manager to start my new career, I continued to pick up serving shifts and support the Assistant Manager with any questions he had. I continued this until the restaurant closed in the new year.

• Responsible for the day to day operations of the establishment.
• Supervised approximately 15-20 front of house staff in a fast paced environment which required high attention to detail and organizational skill.
• Organized and executed special events for up to 250 guests.
• Daily use of OpenTable and POS System. Responsible for ensuring the accuracy of both systems.
• Weekly inventory and ordering for Front of House.
• Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
• Developed and maintained relationships with customers and suppliers.
• Carefully interviewed, selected, trained, and supervised staff.
• Set clear expectations and created positive working environment for employees.
• Oversaw balancing of cash registers and reconciled transactions.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
• Maintained safe working and guest environment to reduce risk of injury and accidents.
• Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
• Managed staff schedules and maintained adequate coverage for all shifts.
• Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.

Reason for Leaving: Finished schooling and pursued a job in that field.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

Reason for Leaving: Accepted promotion to General Manager.

• Collaborated with multidisciplinary teams to ensure comprehensive support for children and families in need.
• Managed caseloads efficiently, prioritizing cases based on urgency and risk level.
• Increased positive outcomes for children by establishing strong working relationships with families, schools, and community resources.
• Provided crisis intervention services to protect children from harm or abuse in emergency situations.
• Maintained detailed documentation of all case activities, ensuring accuracy and compliance with agency policies and procedures.

• Overseeing operations of Bright Bank group home. Supervising a 24/7 staff of approximately 15 staff.
• Managed day-to-day operation of home to comply with regulations and agency standards.
• Scheduled and coordinated staff meetings to discuss policies, procedures and goals.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted residents with daily hygiene and living tasks.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Reason for leaving: Desire to return to food and beverage management.

• Oversaw services to women and families residing in SOWINS Residential Programs - Transition House

(24 beds), Second Stage Housing (7 units), and Youth Emergency Housing (2 beds). Supervised approximately 20 staff across residential programs.

• Ensured respectful, compassionate, survivor-centered responses to all persons seeking residential and

crisis line services.

• Created a safe, empowering living environment for all residential clients by eliminating practices and

operational procedure that limited choice, were restrictive, controlling, and re-traumatizing.

• Contributed to an agency wide review of policies and procedures and identifying gaps in policy and

procedure within the Residential Services programs.

• Researched, developed, updated, and wrote policies and procedures for Residential Services programs.
• Increased service delivery in the Transition House program by 65% in the first six months of overseeing

residential programs.

• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked flexible hours across night, weekend and holiday shifts.

Reason for leaving: Moved back to Alberta to be closer to family and support network.

• Helped clients manage and reach individual goals, supporting independent progression and social skills.
• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Kept clients engaged in social networks and communities for personal health and growth.
• Assisted clients in identifying community resources and connecting with appropriate services.
• Collaborated with other professionals to plan and coordinate care for clients.
• Documented client progress and activities in accordance with agency policies and procedures.

Reason for leaving: Promoted to Director of Residential Services.

• Provided one-to-one support and advocacy for individuals with brain injuries who were reintegrating

into community from provincial and federal custody.

• Managed caseload of approximately 30 individuals, all with varying needs and levels of support
• Provided life skills support for clients based on their individual care plans.
• Utilized case management database to ensure that records and case notes were secure and up to date for

each client.

• Provided letters of support for clients and other organizations.
• Provided brain injury education and awareness training to community and government agencies

including correctional officers and probation officers.

Reason for leaving: End of one year contract. Did not renew the contact, as I needed a more flexible schedule to care for a terminally ill family member.

• Managed day to day operations of Okanagan Correctional Centre (OCC) Outreach Program.
• Worked one-on-one with individuals who were in custody and helping them to prepare for a more

seamless transition back into their communities. Clients include men serving two years less a day, men

who were remanded, and women who were remanded.

• Assisted inmates with creating individualized release plans.
• Connecting inmates to resources available in their home communities, and assisted them in identifying

programs and resources which could be beneficial to their reintegration.

• Facilitated programming to groups on unit and individually to inmates in solitary confinement.
• Liaised between community caseworkers and their clients who were at OCC so that clients could remain

connected and supported throughout the judicial process.

Reason for leaving: COVID-19 outbreak at prison required me to work from home for the duration of the pandemic and I decided I would prefer to continue to work with clients in person, so found a position in another organization that allowed me to do so.

• Tracked internal movements and updated utilization reports to account for all offender movements in

and out of facility. Updated Offender Management System (OMS) with these movements.

• Generated end of month reports on Excel based on all offender movements.
• Uploaded reports to OMS, including but not limited to: escorted and unescorted temporary absences,

program referrals and maintenance, work releases under and over 60 days, penitentiary placements,

memo to files, and elder reviews.

• Provided administrative support to Executive Director, leadership team, and Elders.
• Submitted victim notification for inmates and updated as required based on upcoming movements.
• Generated all escorted and unescorted temporary absence permits for offenders. Generated release

certificates for offenders where granted a conditional release.

• Reason for leaving: Moved to British Columbia to explore new opportunities for partner.

Conducted routine counts, stand to count, and informal security rounds of the facility.

Conducted room searches, proper seizure and handling of contraband items. Conducted searches in a

respectful and culturally aware manor.

• Wrote Statement of Observation Reports and uploaded Casework Records into the Offender

Management System.

• Signed conditionally released residents in and out of the facility, logged call ins, and conducted spot

checks within the community.

• Enforced policy and rules using non-violent crisis intervention, and used de-escalation techniques to

mitigate risk within the facility.

• Provided safe space for clients to talk about their experiences in residential schools, child welfare and

foster care system, and the intergenerational trauma that impacted their lives and in many cases led to

their trajectory into the judicial system.

Reason for leaving: Accepted administrative position of OMS Clerk within the same organization.