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Summary
Driven HR & Customer Experience Director bringing over 10 years of administrative operational expertise, promoting an open-door work environment, conducive to superior team morale and performance. Seasoned leader with expertise in exemplary guest services, active listening, dispute resolution, team management, employee relations and customer advocacy. Committed to promoting diversity and inclusion in a safe work environment, where every person is valued. Comfortable at the forefront of change.
Skills
Exceptional Customer Service
Employee Coaching & Management
Confidential Data Management
Fast-Paced Administrative Operations
Dispute Resolution
Business Acumen
Meticulously Detail Oriented
Exceptional Communication & Interpersonal Skills
Strong Organizational & Time Management Skills
Efficient Problem Solving & Sound Judgement
Experience
05/2019 to 03/2020Career Services & Alumni Relations SpecialistAshford University | City, STATE,
Evaluated student inquiries and completed 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 schedule
Reviewed 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
05/2017 to 03/2019Director of Human Resources & Member ExperienceYMCA Of San Diego County - Camp Surf | City, STATE,
Managed all administrative operations of YMCA branch, as primary point of contact for member experiences including marketing, initial contact, sales, member retention and escalations management
Established positive rapport and lasting relationships with customers, managers and customer service team to maintain positive and successful work environment
Supervised & coached multiple teams of full-time, part-time, and remote employees
Effectively deescalated employee and member complaints and concerns, including employee disciplinary action, with minimal fiscal impact
Monitored employee performance and managed execution of yearly performance evaluations for exempt, hourly, international and temporary employees
Identified vacancies in staff, supported recruiting process and interviewed prospective personnel
Worked with HR Business Partner to interview, collect data, maintain accurate records and complete internal employee investigations with utmost sensitivity and confidentiality
Maintained employee files and updated record status in Human Resources Information Systems (Ultipro & Taleo)
Prepared new hire packet & administered new employee orientation including compliance training scheduling
Developed & managed department operations budget, exceeding 385K annually
Oversight of daily sales & bank deposits, cash flow, account reconciliation, cash reporting and monthly revenue reporting
Implemented strategic communication and operational processes for past-due balances, resulting in collection of 98% of outstanding member payments, within 3 months
Managed on-site retail store operations, including sales, inventory management and branding compliance
Responsible for accuracy of daily and monthly finance reporting for 2 YMCA locations
Ensured branch compliance with applicable local, state, and federal employment laws
Coordinated employee separation process, including termination paperwork, equipment return and administration of final paycheck
Advised managers on organizational policy matters, such as employee dress code and employee disciplinary procedures & recommended current and inclusive policy revisions
Executed bi-weekly payroll administration for 103 exempt, hourly and temporary employees (Kronos)
Supported Benefits Administration Specialist with administration of benefits, paperwork, and presentations
Professionally represented YMCA organization at recruiting, outreach and annual campaign events
10/2005 to 07/2010Director of Membership ServicesPat Jones YMCA | City, STATE,
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
Education and Training
Expected in 05/2011Bachelor of Arts | Pastoral MinistriesEvangel 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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