Experience stepping into roles and quickly making positive changes to drive company success. Comfortable at the forefront of change. Meticulous Human Resources and Customer Experience Specialist bringing 10 years of experience promoting open-door environment conducive to superior team morale and performance. Cultural change-management leader with expertise in training, orientation and on-boarding. Highly skilled in regulatory compliance, internal investigations and policy development and committed to promoting diversity and inclusion in employee relations.
Skills
Human resources operations
Project management
Payroll administration
Employee relations
Team supervision
Active listening
Training & Development
Personnel information systems
Customer Relationship Management (CRM)
Operations oversight
Experience
Career Services & Alumni Relations Specialist, 05/2019 - 03/2020 Ashford University – City, STATE,
Reviewed graduate and undergraduate resumes, advising edits and revisions for optimal job matching
Developed 21 training aids for standard operating procedures (SOP)
Project manager for development of 65 digital career pathway programs using student-facing software platform (Symplicity), completed one month ahead of schedule
Developed 7 Diversity, Equity and Inclusion student resource guides, 46 mock interview question guides, and 92 sample resumes
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
Executed daily posting and engagement with university social media platforms, including LinkedIn and Alumni Association platform (Graduway)
Administered intake procedures for students and alumni
Provided career guidance to currently enrolled undergraduate and graduate online students and first-year alumni
Project manager for extensive data cleanup, including strategic planning and staff training procedures
Director of Human Resources & Member Experience, 05/2017 - 03/2019 YMCA Of San Diego County - Camp Surf – City, STATE,
Managed all HR functions & operational logistics of administrative department, including daily cash flow and front-line customer engagement
Developed & managed department operations budget, exceeding 385K annually
Supervised & coached multiple teams of full-time, part-time, and remote employees
Implemented strategic communication and operational processes for past-due balances, resulting in collection of 98% of outstanding member payments, within 3 months
Responsible for accuracy of daily and monthly finance reporting for 2 YMCA locations
Ensured on-going, clear & effective communication between 2 branch locations and 11 program departments
Analyzed and processed 300+ financial aid applications annually
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
Organized and executed new employee recruitment, hiring, on-boarding & termination processes (Ultipro & Taleo)
Executed bi-weekly payroll administration for 103 exempt, hourly and temporary employees (Kronos)
Measured & reported compliance training records & certification metrics on monthly basis
Worked with HR Business Partner to interview, collect data, maintain accurate records and complete internal employee investigations with utmost confidentiality
Effectively deescalated customer & employee complaints and concerns, including employee disciplinary action, with minimal fiscal impact
Advised managers on organizational policy matters, such as employee dress code and employee disciplinary procedures, and recommend needed changes
Ensured branch compliance with applicable local, state, and federal employment laws
Managed execution of yearly performance evaluations for exempt, hourly and temporary employees
Identified vacancies in staff, supported recruiting process and interviewed prospective personnel
Drove departmental efficiency by organizing comprehensive new hire training and orientation
Director of Membership Services, 10/2005 - 07/2010 Pat Jones YMCA – City, STATE,
Supervised, recruited, trained and managed Membership Services team of 21 staff
Responsible for daily operations of administrative office, membership sales and branch cash flow
Oversight of facility operations from open to close and Director on Duty for emergency responses
Managed 3-million-dollar annual Membership budget
Created staff schedules, directed monthly staff meetings, instructed employee training modules & managed payroll processes
Led continuous change management initiatives to engage members from initial touch-point to service completion
Created introductory wellness plans and coached new members through 5 personalized sessions
Worked directly with six departments to achieve optimal standards, in collaboration with member service operations
Reviewed and processed 420+ financial aid applications annually
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
Education and Training
Bachelor of Arts: Pastoral Ministries, Expected in 05/2011 - Evangel University - Springfield, MO, GPA:
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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