Manager, Business Operations Exemplary record in leading Operations, Vendor Management & Contract Administration Accomplished business operations and managerial professional with a solid track record of success leading and driving administrative improvement by consistently exceeding goals and expectations. Successful at building strong teams and establishing streamlined processes that facilitate smooth operations during periods of significant change and growth. Talent for communicating effectively with customers, making appropriate decisions, and quickly revising tactics to achieve goals within aggressive time frames.
Large-scale Process Improvements Customer-focused & Sales-based Mentality
Cross-functional Team Building & Collaboration Branding & Marketing Knowledge
Policy & Procedure Analysis / Development Recruitment
Education
National Louis UniversityChicago, Expected in 2017 – –Bachelor of Science:Business Management - GPA:
The Soma Institute, The National School of Clinical Massage TherapyChicago, ILExpected in 2005 – –Clinical Massage Therapy Certification - Soma Institute - Chicago, IL:Clinical Massage Therapy - GPA:
Work History
Highwoods Properties - Property Manager, District Trainer Orlando, FL, 01/2012 - Current
Advanced rapidly to increasing levels of responsibility and oversight, strengthening overall operations by providing strategic direction and timely solutions to support growth and change
Oversaw storage management and operations of 1000 units/1.4M Center while increasing profitability by 3%
Duties included maximizing rentals, revenue and profits for all sites, hiring, training, performance reviews and evaluations, property audits, expense control, employee scheduling, site maintenance, budget management, payroll, AP/AR, monthly occupancy retention reporting, advertising reports and devised marketing strategies
Designed and implemented educational training materials, that were used to train all new hires and cross-train current employees, allowing for streamlined operations
Served in Human Resources and Managerial role, providing much-needed structure, ownership and accountability to support needs of organization
Directed efforts for payroll, time-sheets, on boarding, recruiting, interviewing, training, and employee relations
Build and foster customer relationships, for both current and potential customers, which continuously results in client retention and up-selling
Routinely engage potential clients, effectively establishing solid relationships, which results in increases in sales and overall revenue
Promptly resolve client issues, ensuring positive and satisfactory outcomes every time
Improved bottom-line, Reducing delinquency from -6% to +3%, increased occupancy from 79% to 90
Managed day-to-day operations of location, supporting five direct reports
Functioned in advisory capacity to senior management
Led team of 7 serving multiple storage units; reported to Regional Managers
Proficiently monitored over 200 customer accounts
Investigated, identified, and remedial account concerns and issues in timely manner
Conducted thorough due diligence in reviewing, documenting, and updating account reports
Sent over completed documentation to area management on weekly basis, continuously keeping all documentation and record-keeping up to date
Served as Account Manager for all clients at location, directing efforts for all client and account paperwork including creating and documenting initial customer contracts, managing overall status of account, and approving all subsequent renewals
Proficiently monitored, tracked, and reviewed all inventory and stocking, asset management, and vendor management through several software programs and applications
Designed and implemented streamlined process that effectively managed customer delinquencies, which was executed area-wide
Improved bottom-line, reducing delinquency in poor market; minimized budget expenses and increased Net Operating Income over several quarters
Oversaw and controlled Capital Expenditure Projects to meet or exceed budget expectations
Independence Airlines - Flight Attendant City, STATE, 11/1999 - 07/2005
Held responsibility for passenger comfort, safety, and satisfaction aboard aircraft as well as proper usage of all safety equipment
Participated in regular crew briefings prior to each flight (or more often, as needed) regarding flight duration, any expected adverse weather and/or traffic delays, or any other issues affecting planned routes, and shared accountability for passengers and carry-ons as outlined by FAA and company; supervised and directed other crew members in proper discharge of their duties
Assisted flight attendants in doing in-flight tasks as per company policies and procedures; mentor's and developed various crew members while supporting, motivating and communicating effectively with all flight attendants; maintained accurate flight attendant records and correspondence after every flight conducted with junior flight members
ACHIEVEMENT HIGHLIGHTS:
Ensured compliance from all crew and passengers in accordance with government and Federal Aviation Administration regulations
Properly inspected interior of aircraft prior to, during, and after flights to always ensure safety protocols and procedures were in place and adhered to
Proficiently explained and demonstrated safety and emergency procedures to passengers prior to takeoff, always adhering to federal and company policies
Led crew members and staff through all operational policies, procedures, and protocols, ensuring consistently and streamlined processes
Communicated effectively with customers, providing superior customer support and issue resolution, which resulted in increased customer satisfaction, retention, and opportunity for up-selling
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School Attended
National Louis University
The Soma Institute, The National School of Clinical Massage Therapy
Job Titles Held:
Property Manager, District Trainer
Property Manager
Flight Attendant
Degrees
Bachelor of Science
Clinical Massage Therapy Certification - Soma Institute - Chicago, IL
