Vocational Rehabilitation Program Manager for Vocational Services

• Aug 2018 - Present

Program Manager and L&D Specialist for Hire-Ability's vocational programs, Janitorial Services and Employee Development. • Develops interactive content as apart of L&D solutions; streamlines processes as part of a blended, instructional design and holistic approach to learning • Achieves a collaborative and engaging learning environment that enhances staff/client performance and leadership development through effective communication and eliciting a positive, productive atmosphere • Provides professional development for adults that have disabilities and/or barriers to employment, assessing and build their vocational skills. The goal is to help them enter/re-enter the competitive job market. • Appointed Health and Safety Officer, ensuring staff/clients are well educated on safety and well-being through the facilitation of various safety trainings. The Safety Officer conducts safety committee meetings to identify and communicate potential workplace hazards, deploys emergency evac trainings, and verifies emergency equipment inventory and its functioning. Show less

Manager

• Jun 2017 - Aug 2018

Account Manager

• Jul 2011 - Dec 2012

-Oversaw account management for the customer support team -Account Management: Manage, bill, and schedule appointments -Placed in the top 95% in Quality Assurance as assessed by executive leadership -Conflict Resolution with customers and mediation amongst staff -Customized lesson plans: Assisted in tailoring lesson plans and projected goals to meet specific needs of students -Customer Retention: Maintained an excellent client rapport and promote future accounts via video conferencing software -Building/Sustaining Customer Rapport -Job Dev.: Used personal social media platforms to promote open positions w/i the company -Liaison between Customer Experience and Channel Management for feedback generation online for new partnership with Amazon. -Submit enhancement tickets to build/sustain an efficient CRM platform -Field anywhere between 50-60 inbound calls in a day, and between 30-50 outbound calls Show less

Barista & New Hire Trainer

• Jul 2010 - Jul 2011

Responsible for training and managing new employees skill building process Exceptional customer service, excellent in building new and sustaining relationships Inventory management, tracking $10,000 of supplies monthly Demonstrated ability to meet and exceed sales incentives Cash management and numerical metrics, sales goals, and corporate strategizing Collaborating with team in strategizing innovative marketing techniques Responsible for training and managing new employees skill building process Exceptional customer service, excellent in building new and sustaining relationships Inventory management, tracking $10,000 of supplies monthly Demonstrated ability to meet and exceed sales incentives Cash management and numerical metrics, sales goals, and corporate strategizing Collaborating with team in strategizing innovative marketing techniques

Concierge

• Aug 2007 - May 2010

Front Desk Agent & Night Auditor

• Aug 2007 - May 2010

Managed night operations, audited Hotel division, Tony Pillas restaurant, and banquet functions Accounting – execution of daily deposits and revenue reports, increased efficiency by 10% Focused entire team on great customer service and helped with customer retention and sales Certified in MICROS OPERA, Property Management Software Directed guest accounts, billing and reservations Collaborated with group and catering sales, helped to bid and win large corporate and wedding clients COMMUNITY INVOLVMENT Show less