Meghan Cook

MEGHAN COOK 2347 Forest Ave  Durango, CO 81301  - - AREAS OF EMPHASIS - OPERATIONS MANAGEMENT, EMPLOYEE DEVELOPMENT, CUSTOMER SERVICE Past Office Manager seeking a new opportunity. Extensive experience overseeing all aspects of daily operations, developing and coaching employees to perform at their best, and providing excellent customer service that exceeds expectations, implementing strategies to increase efficiency and client satisfaction, and increasing audit and customer satisfaction. Dedicated leader with outstanding communication skills and a proven track record of success ensuring policies and procedures to maintain licensure, and leading teams to streamline operations, achieve company goals, and ensure client satisfaction. AREAS OF EXPERTISE General Management Client Satisfaction Business Compliance Customer Service Management Hospitality Industry Employee Development Cross-functional Leadership Operations Management De-escalation and Distress Assistance EXPERIENCE Durango, CO Temp Work Contract/Gig Work for Allie Enoch (June 2019-Present)  Working different jobs for Allie. Has consisted of cleaning, and upkeep of Airbnb property, cleaning of other properties, and nannying. FORT LEWIS COLLEGE, Durango, CO Counseling Center Department Office Manager – Counseling Center (October 2018- May 2019)  Customer services including; answer phones, respond to email in a timely manner, greet customers when they come in, answer any questions or concerns.  Work directly with Director, Senior Staff, and Interns in partnership regarding students, and office processes; as well with Health Center, Medication Specialist, Housing, and any outside care facility.  Completion and assistance with weekly billing.  Through observation, screening (intake paperwork), slight questioning, and intuition determine how soon client needs to be seen and the best fit counselor for the client.  Schedule client appointments, and finalizing any titanium needs; by providing any assistance needed for team (scanning, titanium, faxing, and communication within departments (i.e. work with IT on electronic updates.)  Take any needed messages for all counselors, and interns; ensure all concerns of clients are conveyed in the order of urgency.  Always maintaining client and staff confidentiality in all interactions, along with maintaining information according to state, and counseling center, ethical guidelines. Key Accomplishments  Increase in client population  Increase in sales OPEN SKY WILDERNESS THERAPY, Durango, CO Wilderness Therapeutic Residential Treatment Center that assists teens, young adults and families struggling with difficult challenges and life circumstances. Admissions Assistant – Open Sky Wilderness Therapy (April 2017- September2018)      Continuously manage client satisfaction and expectations. Enroll new students and families into the program. Provided exceptional customer service, for all new and current clients. Assisted Admissions Counselors with enrollment and support of families. In charge of licensure for each student and family. Gathering and documenting needed legal and clinical MEGHAN COOK 2347 Forest Ave  Durango, CO 81301  - -            documentation. Establish policies and adhere to governing documents. Compliance and tracking of these policies and documents. In charge of all ICPC (Interstate Compact on the Placement of Children) to allow for the legal transport of a child from one state to another. Assisted in all audits and implemented plans with Department Managers to correct areas that were missed. Set up communication between finance department and financial sponsor of families. Organize students first day into program. This would include meeting with family, introducing family and student to their transport team, organizing paperwork for treatment, physical, drug test, and gear for student to begin program. Assisting families with anything needed to support them through drop off of child. Notarization of Power Attorney for student/families, and any other needed notarized documentation. Provided and coordinated student/family information to pharmaceutical coordinator, medical team, and field team to ensure safety of student. Provided field and clinical team with needed materials and documents each week for student’s therapeutic work. Provided support and assistance to compliance, transport, and clinical team. Key Accomplishments. Adhere to all HIPAA regulations regarding patient confidentiality and recordkeeping Key Accomplishments  Received license to become a Colorado Public Notary to assist families with the difficulties of the enrollment process.  Changing and improvement of systems to make client and employer experience easier and more efficient.  Assisted team to pass all Colorado and Utah audits while maintaining 90% or better on all external audits.  Promotion from Front Desk Reception to Admissions Assistant within 2-3 months of employment. WYNDHAM VACATION OWNERSHIP, Durango, CO The world’s largest vacation ownership program with 213 resorts, 24,000 units, and part of the Wyndham Worldwide Corporation; develops, markets, and sells vacation ownership interests and provides consumer financing to owners. Guest Services Supervisor – Wyndham Vacation Resort Durango, CO (October 2013 – March 2017)         Oversee all aspects of daily operations, and directly supervise 5 employees responsible for Guest Services. Continuously manage guest satisfaction and expectations, review guest feedback, and walk the property seeking guest input to identify areas of improvement and opportunities for employee acknowledgement. Hire, train, and develop employees in safety, customer service, and quality control in guest services. Provided exceptional customer service, recruited and trained new employees, and continually inspected the property and units to offer coaching where errors were discovered Reviewed resort goals daily with the General Manager, implemented strategies to result in a more efficient resort with greater guest satisfaction, and maintained close relationships with Housekeeping and Maintenance to ensure mutual opportunities were addressed. Establish policies and adhere to governing documents. Implemented company-sponsored training, maintained all logs to document completion, and worked with the General Manager to develop employees to their fullest potential. Assisted in all audits and implemented plans with the General Manager to correct areas that were missed. Key Accomplishments  Increase Health and Safety audit score by 5%, Quality Assurance audit score by 3%, and Customer Satisfaction score by 8 point’s year-over-year.  Led team to win the highest hospitality award, The Crystal Pineapple (for overall Top Scores), in 2014 and 2016.  Improved Guest Satisfaction scores year-over-year, reduced guest complaints by 8%.  Led team to pass all Quality Assurance and Health and Safety audits with 90% or better, maintained 95% or better on all Internal Audits. MEGHAN COOK 2347 Forest Ave  Durango, CO 81301  - - FULL BLAST ADVENTURE CENTER, Durango, CO Adventure Sports Center General Manager – Full Blast Adventure Center, CO (June 2012 – October 2013)       Oversaw all aspects of daily operations and directly managed 15 employees Approve payroll and track PTO. Created monthly schedules and managed payroll to budgeted expense. Ensured all safety compliance requirements were met. Hire, train, and develop employees in safety and customer service. Overall saw all aspects of the front office, to include ordering office supplies, maintaining office equipment and answering phones. Key Accomplishments  Increased sales by 10%.  Decreased overall work place injuries.  Reduced staff turn-over by 15%. EDUCATION & CERTIFICATION FORT LEWIS COLLEGE, Durango, CO Bachelor of Arts Degree in Sociology and Human Services, 2015 Professional Certifications CPR exp. March 2018 (need to re-cert) | On-the Job Trainer Certified, 2013 | Hospitality Now Certified Coach | Welcome Aboard Certified | AEGIS trained Professional Licenses Colorado Notary Public (Commission Expires 2022) COMPUTER SKILLS Microsoft Excel, Access, Word, QuickBooks, PowerPoint, Outlook, PeopleSoft, IRIS, Concur, Focus, Mainframe, Oracle Payroll, Saflok Room Keys, MPI Payment Gateway, ADP Pay Statements, Salesforce Cloud Computing Company, Titanium Scheduler, Maxient, Banner.