Driven Membership Enrollment and People Operations Director bringing over 10 years of experience, promoting a diverse, inclusive and open-door work environment, conducive to superior team morale and performance. Experience stepping into roles and quickly making positive changes to drive organizational success. Change-management leader with expertise in strategic team leadership, membership management and interdepartmental collaboration. Highly skilled in member enrollment and retention, policy revision and development, and financial aid programming. Committed to promoting diversity and inclusion in a safe work environment, where every person is valued. Comfortable at the forefront of change.
Skills
Membership Recruitment & Retention
Strategic Team Leadership
Member Relationship Management
Policy Revision & Development
Community Partnerships & Collaboration
Employee Training & Development
Database Management Systems
Exceptional Communication & Interpersonal Skills
Strong Organizational & Time Management Skills
Proficient Microsoft Office 365
Education and Training
Evangel UniversitySpringfield, MO, Expected in 05/2011 – –Bachelor of Arts:Pastoral Ministries - GPA:
Certifications
YMCA Team Leader Certification - May 2008
Experience
Ashford University - Career Services & Alumni Relations Specialist City, STATE, 05/2019 - 03/2020
Evaluate student inquiries and complete professional resume reviews for optimal student career matching
Project manager for development of 65 digital career pathway programs using student-facing software platform (Symplicity), completed one month ahead of scheduleReviewed graduate and undergraduate resumes, advising edits and revisions for optimal job matching
Developed 21 training aids for standard operating procedures (SOP)
Developed 7 Diversity, Equity and Inclusion student resource guides, 46 mock interview question documents, and 92 sample resumes
Executed daily posting and engagement with university social media platforms, including LinkedIn and Alumni Association platform (Graduway)
Responsible for the collection, compilation and analysis of graduate employment surveys and employer data
Collaborated with internal and external stakeholders to execute assignments, consistently exceeding expectations and completing projects prior to project deadlines
Administered intake procedures for students and alumni and served as resource for school and alumni programs
Provided career guidance to currently enrolled undergraduate and graduate online students and first-year alumni
Project manager for extensive data cleanup, including project planning and development, and led staff training on accurate implementation
YMCA Of San Diego County - Camp Surf - Director of Human Resources & Member Experience City, STATE, 05/2017 - 03/2019
Managed all HR functions & operational logistics of administrative department, including daily cash flow and camper enrollment & retention
Developed & managed department operations budget, exceeding 385K annually
Supervised & coached multiple teams of full-time, part-time, and remote employees
Analyzed and reconstructed financial aid program while evaluating and processing 300+ financial aid applications annually
Implemented strategic communication and operational processes for past-due balances, resulting in collection of 98% of outstanding member payments, within 3 months
Identified vacancies in staff, supported recruiting process and interviewed prospective personnel
Ensured interdepartmental collaboration between 2 branch locations and 11 program departments
Advised managers on organizational policy matters, such as employee dress code and employee disciplinary procedures, and recommend inclusive revisions
Managed on-site retail store operations: ordered current/relevant resale products, calculated profitable market pricing, tracked and managed inventory, ensured branding compliance, and supervised cash flow management
Developed and fostered relationships with local and national vendors, contractors and business partners
Responsible for accuracy of daily and monthly finance reporting for 2 YMCA locations
Maintained employee records, analyzed camper enrollment trends, and evaluated market demand for specific camper programs
Collaborated with department managers to develop strategic camper enrollment campaigns
Worked with HR Business Partner to interview, collect data, maintain accurate records and complete internal employee investigations with utmost sensitivity and confidentiality
Effectively deescalated customer & employee complaints and concerns, including employee disciplinary action, with minimal fiscal impact
Professionally represented YMCA organization at recruiting, outreach and annual campaign events
Executed bi-weekly payroll administration for 103 exempt, hourly and temporary employees (Kronos)
Measured & reported compliance training records & certification metrics on monthly basis
Ensured branch compliance with applicable local, state, and federal employment laws
Managed execution of yearly performance evaluations for exempt, hourly and temporary employees
Drove departmental efficiency by organizing comprehensive new hire training and orientation
Pat Jones YMCA - Director of Membership Services City, STATE, 10/2005 - 07/2010
Responsible for daily operations of administrative office, membership recruitment, sales and retention, and branch cash flow
Analyzed member behaviors and market trends, adjusting email and advertising campaigns based on current knowledge
Worked with corporate partners and department managers to coordinate marketing activities focused on successful promotion of membership sales and engagement
Worked directly with six departments to achieve optimal membership standards, in collaboration with member service operations
Led continuous change management initiatives to engage members from initial touch-point to service completion
Reviewed and processed 420+ financial aid applications annually
Supervised, recruited, trained and managed Membership Services team of 21 staff
Oversight of facility operations from open to close and designated first-contact for emergency responses
Managed 3-million-dollar annual Membership budget
Created staff schedules, directed monthly staff meetings, instructed employee training modules & managed payroll processes
Created introductory wellness plans and coached new members through 5 personalized sessions
Community Service
High Tech Elementary Yearbook Committee: Photography, Content & Design
Teach mini-lessons in concepts of photography, creative writing and elements of design to a team of fourth and fifth grade students
Support technology and equipment operation and logistics
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