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Outreach Services Director Resume Example

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OUTREACH SERVICES DIRECTOR
Professional Summary

Successful Leader with 10+ years of experience addressing customer requests and concerns. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. Recognized consistently for performance excellence and contributions to team success. Enthusiastic Leader eager to contribute to team success through hard work, communication, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in [Industry]. Ability to type 80 wpm. Maintain ongoing commitment to learning and self development both as an employee and a leader.

Accomplishments
  • Nominated as Employee of the 3rd Quarter 2020 for the Supervisory Category in an organization of over 500 employees.
  • Received "Hero of the Week" award, nominated by my Supervisor for excellent Customer Service and passion for helping others.
  • Received a cash incentive award September 2020 for thorough implementation of new policies set forth by the Secretary of the Army.
  • Received recognition from the Garrison Commander November 2019 for completing duties outside of my normal scope.
  • Employee of the Year 2013-voted by management and fellow employees.
  • Completed the following Professional Development trainings: NAF Contracting course, FMWR Budgeting and APF Support, Basic Management Course, Supervisor Development Course, Internal Controls, Project Inclusion, EEO for Supervisors,
Skills
  • Payroll and budgeting
  • Customer Relations
  • Database Management
  • Written and verbal communication
  • Leadership Skills
  • Team management
  • Process improvement
  • Compliance Management
Work History
07/2019 to CurrentOutreach Services DirectorChild And Youth Services | Fort Knox, KY
  • Promoted within company because of demonstrated leadership, organizational skills, and hard work.
  • Serve as sole supervisor for three different programs (over 26 employees) when the organization had to make budget cuts, eliminating the positions of the other supervisors. Took on the duties of the previous supervisors while becoming acclimated to my position.
  • Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Help over 30 customers every week by approaching conversations with positive attitude and empathy.
  • Implements procedures including fee policies, waiting list and child placement procedures, and registration/enrollment.
  • Prepare financial paperwork for over 300 patrons, scheduled audits, and assist with audit process to facilitate faster completion of tasks. Train auditors on the protocols for the required audit.
  • Minimized the number of errors found during office fee audits within the past year, saving the organization thousands of dollars.
  • Manage payroll data entry and processing for 20 employees to comply with predetermined company guidelines. Ensure data was entered correctly and submitted for processing before the due date with no errors.
  • Develop and maintain internal control processes, document procedures, identification of areas to improve internal controls and implementation of policy change.
  • Create an Annual Operating Budget (AOB) using labor, profits, and expenses to ensure program is set to break even every year.
  • Attend Monthly Variance Report meetings to discuss similarities/differences in Annual Operating Budget.
  • Update and maintain the 5 year business plan for the organization by obtaining input from all members. Submit business plan quarterly for review and approval.
  • Implement and train employees on new policies and procedures set forth by the Army.
  • Ensure smooth operations of the office to include high quality customer service and consistently looking to implement new ideas for higher output or to streamline efficiency.
  • Responsible for supervising 20 employees, creating performance standards, and conducting annual performance reviews.
  • Provides appropriate staff recognition or disciplinary action, ensuring compliance with personnel regulations or Collective Bargaining Agreement.
  • Plan and coordinate events for Military Connected families during Month of the Military Child.
  • Serve as the lead for the quarterly Central Enrollment Registry Planning team meetings consisting of 20+ members to discuss areas needing improvement or updates within the organization
  • Serve as the lead for the quarterly Parent Advisory Board meetings with the Garrison leadership team.
  • Ensure staff follow risk management procedures and Standard Operating Procedures (SOPS) to support Outreach Services Program goals.
  • Quickly adapted to the fluid COVID environment, implementing new changes in protocols for providing childcare, employees entering the office, and overall office operations to reduce the risk of transmission.
  • Teleworked during initial stages of COVID and single-handedly kept the paperwork in the office current to minimize the backlog of work once we returned to working in-person. Verified documents for over 100 families were input and uploaded into the database correctly.
  • Empower employees to seek further education/training to enhance their job skills. Provide employees resources on professional development opportunities and provide employees the time to complete these trainings.
  • Assisted other organizational programs by processing over 300 refunds to patrons, resulting in over $8,000 of refunds to patron accounts.
  • Coordinate monthly, quarterly, and annual inspections for program facilities to ensure compliance at all times.
  • Scheduled appointment to resolve more complex issues.
08/2017 to 07/2019Administrative Support AssistantChild And Youth Services | Fort Knox, KY
  • Coached and trained new employees on administrative procedures, company policies and performance standards.
  • Maintained focus, calm, and and stability under pressure.
  • Performed a variety of administrative and technical support to include working in computer systems and software to gather and analyze data.
  • Ability to communicate effectively with both internal and external customers.
  • Prepared administrative correspondence through professional memorandums, faxes, and emails to various personnel and agencies.
  • Utilized an electronic cash register system to compute and record individual transactions for customers.
  • Prepare, organize, and audit household accounts to ensure they are in compliance with Army regulations and standards.
  • Calculated household total family income (TFI) for families using patrons annual gross income. Ensured fees were calculated correctly and input data accurately into a electronic database.
  • Served as a representative for the agency by answering over 100 calls daily and exemplifying courteous customer service. Provided patrons with information regarding services and resources, or directed patron to proper personnel.
  • Utilized a database for a wide variety of functions to include: reports, data entry, financial transactions, setting up household accounts for automatic withdrawal, and registering over 1500 families annually.
  • Utilized and monitored the Child and Youth Management (CYMS) database to collect and ensure CYS services information on patron, patron fees, enrollment, waiting list, funding requirements, and program activities are complete and accurate.
01/2016 to 05/2017Administrative Support AssistantChild And Youth Services | Fort Polk, LA
  • Processed payroll using Ceridian and Epay for over 35 employees twice a month with no errors.
  • Coordinated a "Sunshine" team to help boost employee morale by planning work events, providing recognition, or coordinating monthly potlucks.
  • Conducted new parent orientations on a weekly basis by taking families on a tour of the facility, providing required documents and ensuring completion,
  • Progressively took on higher level duties to include making daily and monthly schedules for over 35 employees, coordinating training schedules and locations, and processed personnel actions in an electronic system.
  • Experienced in working with regulatory, funding, and budget proponents.
  • Ran weekly report to identify past due accounts. Collected payment immediately for past due accounts or processed payments via collections.
  • Created training documents to assist fellow coworkers (as well as new employees after my resignation) to ensure consistency was maintained with employee turnover.
04/2009 to 05/2015Server/Trainer/CookCracker Barrel Old Country Store | LaGrange, KY
  • Trained new team members and new management on restaurant procedures, menu items and performance strategies.
  • Cross trained to assist management team in areas that frequently had staff shortages.
  • Assisted management in creating new ideas for operating smooth shifts such as: portioning condiments in advance and peak period set-up.
  • Worked with the food cost manager to ensure we met our food budget by portioning out our highest food waste items. This significantly decreased our food waste for months.
  • Assigned fellow coworkers additional cleaning duties/side work to be completed each shift. Ensured fairness and equality while assigning duties.
  • Properly cooked food to correct times and temperatures.
  • Conducted food quality control tests of food items each shift.
  • Volunteered to work over night shifts during our busiest time of the year.
  • Verified proper portion sizes and consistently attained high food quality standards.
  • Prepared identical dishes numerous times daily with consistent care, attention to detail and quality.
  • Changed and sanitized all cutting boards, benches and surfaces between tasks to avoid cross-contamination.
  • Recommended menu items for new dish development, holidays, special events and promotions.
  • Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
  • Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
  • Greeted and maintained relationships with regular customers.
  • PAR 4 Server and PAR 4 Cook, highest level attainable. Took multiple tests and trainings to achieve.
  • Scored as the top employee for speed and proficiency in data entry.
Education
Bachelor of Arts | Organizational LeadershipNorthern Kentucky University, Highland Heights, KY
  • Awarded Dean's List 4 semesters
  • Awarded President's List 1 semester
  • Awarded Scholar's List 1 semester
  • Graduated cum laude
  • Minored in Psychology
  • Relevant Coursework included focus in Human Relations, Statistics, Teamwork in Organizations, Effective Leadership, Labor and Management Relations, Foundations of Leadership, and Organizational Theory and Change.
Certifications
  • First Aid/CPR Certified
Volunteer Work

Head Youth Basketball Coach for Ages 7-8, 9-10, 11-12 (2017-2020)

Served as a head coach for Military connected youth during basketball season. Taught youth the importance of stretching before exercise, positivity, good sportsmanship, team play, and focused on the skills/fundamentals for playing basketball.

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Resume Overview

Companies Worked For:

  • Child And Youth Services
  • Cracker Barrel Old Country Store

School Attended

  • Northern Kentucky University

Job Titles Held:

  • Outreach Services Director
  • Administrative Support Assistant
  • Server/Trainer/Cook

Degrees

  • Bachelor of Arts | Organizational Leadership

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