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Skills

  • Team building
  • Organization
  • Data-driven decision making
  • Employee mentoring and development
  • Financial allocations management
  • KPI tracking and analysis
  • Budgets
  • Written and verbal communication
  • Multi-location project coordination
  • System equipment

Work Experiences

  • Automated 14% of manual tasks.
  • Conducted workshops on conflict resolution.
  • Educated families and members of the community about domestic violence and its effects on children.
  • Held community workshops to promote various programs and inform the public about services that are available.
  • Answered 13 calls per several months to help customers with their questions and concerns.
  • Achieved a 45% risk reduction in audits.
  • Analyzed customer feedback data.
  • Built a high-performance management team.
  • Coordinated with legal teams to ensure all unit operations were compliant with industry standards, resulting in a 84% risk reduction in audits.
  • Achieved a 11% growth in service delivery metrics.

Summaries

  • Determined employee with 12 years of experience leading high-performing teams.
  • Achieved results within 12 months.
  • Intelligent Social Services Director with experience in budgeting and program management.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Service Unit Manager with 11 years of successful stakeholder engagement and quality assurance experience.
  • Contributed to long-term growth strategies.
  • Achieved President's Club-winning performance.
  • Decisive leader with expertise in workflow reorganization.
  • Consistently outperformed operational targets.

Accomplishments

  • Implemented a feedback loop system, improving team communication and increasing employee satisfaction by 80% over 2020.
  • Developed and implemented cost-saving strategies, driving a 42% reduction in total departmental expenditures over one year.
  • Redesigned customer feedback processes, which led to a 46% improvement in service satisfaction scores.
  • Led cross-functional teams to develop performance improvement initiatives that resulted in a 83% reduction in service delays.
  • Streamlined vendor management process, reducing onboarding time by 41% and realizing $4 in cost savings.
  • Collaborated with senior leadership to create a formal coaching and mentoring program that improved retention by 23%.
  • Resolved product issue through consumer testing.
  • Created new recruitment and onboarding initiatives that reduced time-to-hire by 4 days, streamlining staffing processes.
  • Partnered with key stakeholders to implement new service optimization strategies, which reduced overhead by $16.
  • Established and led employee development workshops, increasing team capability and improving output by 27%.

Affiliations

  • Society of Human Resource Management
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • Lean Enterprise Institute (LEI)
  • Toastmasters
  • International Customer Service Association (ICSA)
  • Service Leadership Global Network (SLGN)
  • Association for Computing Machinery
  • Association for Talent Development (ATD)
  • International Council of Nurses

Certifications

  • Certified in Production and Inventory Management (CPIM) - Summit Group
  • Certified Service Manager (CSM) - Cedar Works
  • CompTIA Network+
  • CompTIA A+ Technician
  • Certified in Logistics, Transportation, and Distribution (CLTD) - Cedar Works
  • Advanced Service Management Framework (ASMF) Certification - Northwind
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • ITIL Foundation Certification in IT Service Management, Meridian
  • Project Management Professional (PMP) - Meridian

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