Rachael Giberson

Experience

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  Boulder Pointe Golf Club and Banquet Center

  Apr 2014 - Jan 2020

  Directed operations of banquet and grille facilities for #1 ranked public golf club/banquet center in the metro Detroit area, including overseeing hiring, training, performance management, and payroll processing for a staff of four assistant managers and 30-60 servers and bartendersManaged purchasing activity, including ordering food and beverages, programmed facility’s point-of-sale system, and maintained cloud-based event planning software systemDeveloped a comprehensive training program that improved effectiveness and efficiency of onboarding process, and implemented new procedures that resulted in significantly improved customer satisfaction Show less Responsible for payroll processing, hiring, training, discipline, and directing all staff in the banquet/sales departments. Required to take all event payments, properly process each one in both GolfNow Reservations and ReserveCloud programs. Working closely with Director of Sales to execute event orders, sell golf outings, baby showers, bridal showers, and other banquet events as needed. In charge of all aspects of dining facilities, linen ordering, beverage ordering, scheduling, and inventory. Show less

  • Director of Food And Beverage

    Jan 2018 - Jan 2020

  • Banquet & Grille Manager

    Jan 2016 - Jan 2018

  • Assistant Banquet Manager

    Aug 2015 - Jan 2016

  • Food and Beverage Server

    Apr 2014 - Aug 2015
• 

  Winwood Children's Center

  Feb 2020 - Aug 2020

  Preschool Teacher

  Developed and executed lesson plans for two- and four-year-old students and infant classrooms Created a nurturing environment and built positive relationships with parents and guardians to meet children’s social, physical, and emotional needs and ensure classroom environment met program goals

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  Fairfax County Government

  May 2020 - Dec 2020

  Supervised Visitation Monitor
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  NAMI

  Jul 2020 - now

  Manage day-to-day operations of helpline service program for the nation's largest grassroots mental health organization and ensure that program sets and meets service delivery and quality standards, including hiring, training, and managing a staff of 3-5 operations coordinators who supervise 20-24 helpline volunteers eachManage master schedule to a high degree of accuracy, including planning and calibrating staffing levels and coordinating schedules for a workforce of 325+ HelpLine Specialists per year Assist staff and volunteers with challenging, complex, and high-risk situations and collaborate with clinical team on the development of peer-informed mental health resources and materialsLeveraged a new forecasting tool to more effectively calibrate HelpLine staffing for improved service delivery in 2023, resulting in 8.5% improvement in average abandoned connection rate Key player in the successful, on-time launch of new helpline service for teens and young adults, including planning and overseeing technology testing, volunteer training, and volunteer scheduling on a compressed project scheduleNavigate serious HelpLine incidents involving imminent threats of serious physical harm or death to help seekers or others by leveraging strong crisis management skills, sound judgement, and the ability to remain calm under pressure Manage volunteer workforce communication channels, including weekly newsletter, multiple daily Slack posts, and daily standup meetings; serve as the primary source of accurate, timely information about procedures, protocols, and eventsRedesigned weekly volunteer workforce newsletter to significantly improve engagement and readability Show less Coordinated and assisted with execution of daily helpline operations, including volunteer scheduling, communications, data collection/reporting, and coordination of internship program Supervised helpline volunteers, assessed their work, and provided constructive, actionable feedback to optimize their performanceContributed to a high-functioning operating environment that met or exceeded service delivery standardsOptimized data collection process to significantly improve accuracy and enhance visibility of program outcomes through reporting and storytelling Provided timely, highly effective quality assurance evaluation and coaching to volunteer workforce Show less HelpLine Intern Information and Resource Referral Specialists provide a vital service to the NAMI community by responding with empathy to inquiries by phone, email, written correspondence and social media posts, and by providing information about mental health conditions and treatment options, NAMI education and support programs, and other mental health resources. Interns extend empathy, understanding, respect and emotional support to everyone contacting the NAMI HelpLine. HelpLine interns help individuals and families improve their lives and advance recovery by listening to their concerns and connecting them with essential resources and services. Show less

  • Senior Manager, HelpLine Operations

    May 2024 - now

  • Manager, HelpLine Operations

    Feb 2022 - May 2024

  • Senior Coordinator, HelpLine Operations

    Dec 2020 - Feb 2022

  • HelpLine Specialist

    Jul 2020 - Dec 2020