A business operations asset with 18 years of general company oversight to include areas of strategic planning, risk management, customer service, budget, profit margin, training, human resources, marketing, supply chain, inventory, and stakeholder relations. Committed to cost-effective resource management and performance quality to achieve a consistent 95 % industry efficiency rating. Well versed at utilizing quantitative methods to promotes accountability and sets measurable goals to maximize staff productivity. Talented Chief Operations Officer accomplished in generating substantial profitability and revitalizing operations with forward-thinking mentality with KPIs that historically exceeded 94th percentile. Successful at cultivating results-driven culture and motivating employees to continuously boost company results. Expertise includes risk management, best practices implementation, business intelligence, operational behavior, and company-wide policy development.
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- Taught in-person, online, and hybrid ESL to 5-35/semester International University students, from basic to advanced levels, deploying both one-on-one teaching and group teaching with 96% of all students earning a maximum executed grade of "A". Master TESOL and TEFL Certified.
- Drafted, assessed, corrected, and presented two (2) high-quality emergency grant applications. With the assistance of a creative team of specialized professionals, both grants totaling in excess of $1,000,000 were successfully procured. The emergency grants were based on funding amounts needed, location and organization project and in response to two significant hurricanes and consequential damage to municipal infrastructure.
- Assessed, optimized and elevated operations to target current and expected demands from patients and community stakeholders. Qualitative monthly customer service surveys consistently exceeded "very satisfied" in the 95th + percentile. Trained with 8-10 successful business development personnel to optimize marketing performance and learn industry for 9 medical facilities. Facilitated and managed business plan development based on market and industry research that resulted in a 28% increased net profit the first 12 months of operations and averaged 16-18 % continual improvement over a 3 year subsequent span.
- Developed effective organizational change management strategies adopted by key stakeholders and evangelized across all departments.
- Analyzed financial statements to plan and manage future policies of company. Budgets were well balanced as determined by certified public accountants as well as reflected substantial, continual growth with an annual net profits shown for three consecutive years.
- Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings using regression analyses methods. Customer service satisfaction survey consistently reflected 95+ percentile of "Very Satisfied" with healthcare service provided and admin customer service..
- Forecasted sales, allocated resources and managed labor to improve productivity metrics by 28%. Creatively motivating monetary and intrinsic awards systems were implemented to improve productive metrics and industry performance measures.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments. Decreased "no-show rates" to less than 3% by overbooking scheduled time slots that were historically missed as well as carved our 10 % of the daily schedule availabilities for walk-ins or for those who otherwise were not on the schedule to be seen.
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Resume Overview
School Attended
- The University of North Carolina At Pembroke
- Global Language Institute
- The University Of North Carolina At Pembroke
Job Titles Held:
- ESL Instructor
- Municipality Intern
- Chief Operations Officer
- Business Operations Executive
Degrees
- Master of Arts
- MASTER TESOL/TEFL Certification
- Bachelor of Arts
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