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Summary
Intelligent and enterprising Director of Guest Experience with 12 years of experience in guest service industry. Growth-minded strategist and implementer of key operational improvements through corporate objective triage and situational support. Expert problem-solver and planner with demonstrated business leadership and development skills.
Skills
Management interaction
Event details
Training & Development
Project planning
Sales
VIP services
Social media networking
Training and mentoring
Event support
Leadership training
Operations oversight
Cost analysis and savings
Employee development
Cross-functional team management
Policy/program development
Experience
08/2019 to CurrentDirector of Guest ExperienceAza | Cross, SC,
Managed daily operations by overseeing financials, key performance indicators and employee performance.
Aided senior leadership during executive decision-making process by generating daily reports to provide data for consideration of corrective actions and improvements.
Estimated materials and labor requirements to complete jobs within budgetary and timeline requirements.
Conducted performance evaluations to check associates' performance and compliance with policies.
Assigned work to employees based on project requirements and individual team member strengths.
Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
Demonstrated leadership by making improvements to work processes and helping to train others.
Cross-trained in every department role to maximize operational knowledge.
Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
Worked closely with other stakeholders to immediately address issues and implement effective solutions.
01/2018 to 07/2019Senior Program DirectorCognizant Technology Solutions | Foxboro, MA,
Oversaw daily operations of camp program functions.
Increased camp program effectiveness by implementing strategic operational improvements.
Engaged closely with program participants to uncover issues, determine appropriate solutions and offer assistance.
Coordinated planning and program development between news teams and other programming staff.
Managed program operations and provided strategic leadership for all workers.
Verified accuracy of programming logs and conformance with ACA rules and regulations.
Motivated and encouraged team members to communicate more openly and constructively with each other.
Contributed to development, planning and completion of project initiatives.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Recognized by management for providing exceptional customer service.
Performed site evaluations, customer surveys and team audits.
Created agendas and communication materials for team meetings.
Coordinated, tasked and supervised staff to sustain organizational operations and champion organizational mission.
Liaised between organizations, partners, stakeholder, and members to promote and improve services and communication.
Designed and implemented standard operating procedures in various departments for optimal efficiency.
Minimized financial risk by establishing and maintaining best financial practices.
08/2013 to 12/2017Senior Program DirectorEngility Corporation | Macdill Afb, FL,
Managed 30 departmental associates to provide optimal productivity for multi-building campus.
Delivered positive parent experiences by implementing effective quality assurance practices.
Led design and implementation of program policies, frameworks and toolkits for comprehensive and well-controlled change management process.
Developed programs and initiatives to support organization's long-term goals.
Consulted with staff to share best practices and corrective action plans related to YMCA After School Program.
Communicated effectively with staff to gain better understanding of state rules, laws and regulations, which promoted efficient development of legal parameters.
Kept programming on tight schedules, maintaining optimal quality standards to keep parents and students informed or entertained.
Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Oversaw completion of productivity goals and educated employees on established organization processes.
Delivered conflict resolution by moderating disputes and grievances between parties with goal of speedy and fair resolution.
Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestone updates.
Cultivated relationships with community groups, project stakeholders and funding sources to maximize program outreach.
Education and Training
Expected in 12/2012Bachelor of Science | Exercise ScienceTexas State University, San Marcos, TX, GPA:
Expected in 05/2014Master of Science | Exercise ScienceTexas State University, San Marcos, TX, GPA:
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