Versatile Director with 10+ years of experience in operations and proven success in day-to-day operations. Servant Leader that is passionate about student & customer success. Self-motivated, hands-on, detail and deadline oriented self-starter who handles pressure well and possesses excellent problem-solving and communication skills. Backed by a solid work history and a reputation as a team player that meets all deadlines and exceeds goals and expectations, leads with integrity, and tenaciously drives results. Accomplished in building high-performing teams and inspiring staff to achieve goals.
Skills
Decision Making
Verbal and Written Communication
Staff Scheduling
Policy Development and Enforcement
Assignment Delegation
Department Oversight
Customer Service Management
Quality Assurance
Problem Anticipation and Resolution
Team Leadership
Employee Motivation
Focus and Follow-Through
Process Development and Streamlining
Data Analysis
Education
University of South FloridaTampa, FLExpected in 2001 – –Bachelor of Arts degree:History - GPA:
Leveraged experience through vital management positions guiding business to success.
Drove operational direction, administrative and cost efficiency and coordination of processes across multiple departments for students - online, ground and hybrid - faculty, staff and employer partners.
Supported business growth through strategic planning and process development.
Streamlined company processes and procedures while enhancing student success.
Directed multiple teams across multiple sites to create a solid, unified and streamlined approach to student and company success.
Servant leader focused on continuous improvement with ability to provide direction and guidance through change management process.
Decreased error rates in Internal Audits by 35% for all areas.
Streamlined company processes and procedures while enhancing customer satisfaction.
Formulated analysis assessments to make informed decisions on proposed projects.
Met customer service standards and expectations consistently by effectively communicating and actively listening.
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
Identified areas of concern through root cause analysis, created solutions and implemented resolutions that resulted in increased satisfaction for students, faculty and staff.
Eased team transitions and new employee orientation through effective training and development.
Supported regulatory compliance by overseeing all audits to verify protocol adherence.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
Launched staff engagement, gender & ethnicity diversity and cultural programs to increase operational quality.
Reduced operational risks while organizing data to forecast performance trends.
Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Developed and maintained relationships with all key partners, both internal and external, and am highly motivated by team success.
Connected with students, directly and indirectly, to build relationships and provide intervention and differentiated support so that all students are successful and reach their educational goals.
Everest University Online - Director of Student Finance/Student Accounts City, STATE, 01/2009 - 06/2016
Identified areas of risk and implemented strategies to promote customer service and student support while increasing student satisfaction and NPI scores.
Kept institution financially sound by tracking expenses and maintaining detailed records.
Boosted effectiveness of department personnel by conferring with Registrar, Student Services and IT teams to rebalance classes, increase resource utilization and integrate new technology.
Increased school registrations over 10% YoY with improved promotional approaches, outreach strategies and parent engagement plans.
Devised strategies to reduce expenses, modernize operations and revamp procedures to improve institution operations.
Strengthened Online and Ground Campus operations by aligning processes to capitalize on new educational trends.
Recommended and implemented changes to policy or procedures and advised staff, faculty and students of applicable standards to different situations.
Oversaw discounts, third party, debt set off and collection agency accounts.
Supervised 45 Student Accounts staff across multiple locations and conducted performance evaluations.
Consulted with government regulatory and licensing agencies to verify institutional conformance with applicable standards.
Reconciled daily cash receipts to clearing account.
Created plans and communicated deadlines to ensure projects were completed on time.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Premiere Center, LLC/Stephen Welden - General Office Manager City, STATE, 01/2000 - 01/2009
Supervised all products and supplies, inventory control. D
Directly managed 3 locations (15-20 employees) and ensured staff and sites maintained credentials by coaching and monitoring.
Direct patient care, phlebotomy, vital signs, and program development,
Oversaw all marketing and designs, including brand development and online footprint.
Maintained compliance with state and federal regulations.
Developed and maintained contracts with company lawyers, facilitated new growth with new Licensees.
Developed all employee and company training manuals.
Barnie’s Coffee & Tea Company - Store Manager/Citrus City, STATE, 01/1998 - 01/2000
Directed staff of 12-15 employees in high paced retail environment.
Performed ordering of all products and supplies, inventory control.
Created reports to track sales in all areas and increased sales by 10% YoY.
Collaborated with other store managers for new techniques.
Functioned as one of three test store for new products, merchandising, marketing and design.
Award for highest increase in whole bean sales, companywide in 2000.
Completed point of sale opening and closing procedures
Rotated merchandise and displays to feature new products and promotions
Protected store from loss or theft by setting and enforcing clear security policies
Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness
Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns
Reconciled daily sales transactions to balance and log day-to-day revenue
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