Experience

Temporary Accommodations

• United States
• Insurance
• 1 - 100 Employee

• Operations Manager

  • Apr 2016 - Present

  Manage day-to-day operations of the Short-Term Housing and Claim Support Departments. Perform analytics on company performance to establish, update, and enforce standard operating procedures. Reduce employee turnover, improve client retention, and increase employee efficiency while reducing labor costs. Foster and maintain thousands of client relationships focusing on increasing return business and maximizing client loyalty. -Increased revenue by identifying employee skill gaps, and implementing Key Performance Indicator employee performance evaluation methodology -Proposed, designed, and implemented Claim Support Department after extensive cost-benefit analysis to not only improve service levels to clients, but also increase employee productivity -Lead a multigenerational and diverse team of 40 direct and indirect reports -Redesigned and revamped short-term housing department structure to improving service levels to clients, increasing customer retention -Collaborated with other operations departments to cultivate workflow improvements, enhanced organizational communication and improved team cohesion -Forecasted labor demands and identified most effective employee scheduling to minimize labor costs and maximize efficiency -Focused on process improvement performing perpetual gap analyses on antiquated procedures and policies -Created and implemented training programs and curriculum to provide consistent service levels to clients -Determined cost-effective and creative solutions to combat current problems while proactively anticipating future obstacles and finding methods to overcome them -Developed clear and focused vision for departmental goals, established measure for their successes, immediately implementing adjustments when goals are not being met -Increased employee retention and satisfaction by identifying their individual and collaborative strengths, and harnessing those abilities to both employee and company benefit Show less



7 Mindsets

• Greater Atlanta Area

• Program Director

  • Feb 2009 - Mar 2016

  Maintained and fostered hundreds of international relationships. Introduced and facilitated diversity and inclusion initiatives including developing curriculum to reflect global learning trends. Planned, executed, and managed training events, fundraisers, and educational conferences serving thousands of students and educators from more than 20 different countries. -Identified inefficiencies in procedures and grew relationships with vendors to reduce overall costs, increase revenue, and transform events from breaking even to profitable -Researched international target audiences, then designed and executed recruitment strategies, collaborating with local universities and US Embassies to maximize seminar attendance -Implemented diversity training into all of the organization’s live events to increase credibility in a global environment and foster healthy and positive learning environment for all attendees -Developed, implemented, and maintained event logistics, protocols, schedules, and structure for events hosting over 200 attendees -Led local and international partners on operational efforts including event sales, recruitment, marketing, program design, and curriculum development -Managed team of 30+ employees, overseeing the processes of event planning and event management, including travel, lodging, and entertainment -Administered a multitude of strategic efforts that contributed to the growth in attendance of the organization’s flagship event from 42 attendees to 200+ attendees -Managed a $300K+ annual budget for multiple events across the U.S. -Partnered with various venues including Walt Disney World, Georgia Tech Hotel and Conference Center, Emory University, and countless Marriott and Hilton properties Show less



Talk of the Town Catering & Special Events

• Greater Atlanta Area

• Event Manager

  • Jan 2012 - Oct 2012

  Responsible for the planning and coordination of various sized special events including house parties, wedding receptions, conferences, and corporate meetings. Lead a diverse team of 15+ servers and bartenders in providing an unforgettable experience to clients. Trained new employees on event management and company policy. Executed events as specified on Banquet Event Orders (BEOs) meeting client requests and specifications. Worked closely with sales representative to ensure delivery of superior service and food quality to client satisfaction. Show less



The Cheesecake Factory

• United States
• Restaurants
• 700 & Above Employee

• Lead Trainer

  • Jun 2006 - Mar 2009

  Responsible for training new employees on extensive menu and on delivering 5-star rated service. Develop new employees into high quality servers and train current staff on becoming more efficient while ensuring the needs of every guest are met. Work closely with large party coordinators to ensure event success. Trained new employees on service standards and food quality. Worked closely with management on exceeding guest expectations. Delivered and managed special event dinners within restaurant. Responsible for training new employees on extensive menu and on delivering 5-star rated service. Develop new employees into high quality servers and train current staff on becoming more efficient while ensuring the needs of every guest are met. Work closely with large party coordinators to ensure event success. Trained new employees on service standards and food quality. Worked closely with management on exceeding guest expectations. Delivered and managed special event dinners within restaurant.



Nirvana Cafe & Grille

• Roswell, Georgia

• Catering Manager/Event Sales Manager

  • Dec 2005 - Feb 2009

  Responsible for managing event/meeting space and event execution of onsite and offsite events. Develop and manage catering sales process and lead team of 20+ employees in event management of various types of events including catered meals, wedding showers, corporate events, and conferences. Developed and implemented catering sales and marketing strategy. Designed plan and event flow of on-site and off-site events. Created and effectively communicated BEOs to catering staff. Responsible for managing event/meeting space and event execution of onsite and offsite events. Develop and manage catering sales process and lead team of 20+ employees in event management of various types of events including catered meals, wedding showers, corporate events, and conferences. Developed and implemented catering sales and marketing strategy. Designed plan and event flow of on-site and off-site events. Created and effectively communicated BEOs to catering staff.