Manager of Client Services & Client Onboarding

• May 2023 - Present

Director of Operations & Development

• Jul 2022 - May 2023

Collaborated with the firm’s executive team, led by the single-owner founder & CEO, to reduce spending and increase revenues in alignment with extensive FINRA, SEC, broker-dealer, and other industry-related regulatory requirements. Revamped the new hire onboarding & training procedures within the first 60 days of employment. Designed and launched a comprehensive intranet and performance dashboard unlocking real-time communications of KPIs, policies, procedures, announcements, employee recognition, and compliance requirements. Coordinated end-to-end project management over two Texas-based office closures from the Oklahoma-based corporate office. Project included sale, donation, storage, and relocation of office assets, new location set up, and transition of all operating services (internet, telephones, mail, etc.). Served as the database owner of the customer relationship management (CRM) tool, Redtail. Performed data cleanup project of the CRM, eliminating and/or revising thousands of contact records within 5 months to improve reporting & analysis abilities; Published the CRM end-user procedure & policy manuals; Rolled out user training plan inclusive of classroom, recorded content, videos, and print resources. Transitioned nearly 1,100 client accounts following the acquisition of a Houston-based firm. The transition involved a broker-dealer change, which requires extensive paperwork and client authorization requirements. Show less

Director of Organizational Development

• Mar 2021 - Aug 2022

Stride is an outsourced bookkeeping, accounting, and strategic finance services company supporting professional service firms nationally. Our purpose is to help those with a thirst for continuous improvement achieve their highest and best use. We do that by embedding financial data to help owners make better business decisions. We provide a broad range of back office financial services with an emphasis on automation and data analytics to unlock efficiency and actionable insight to drive growth and profitability. The Company was founded 15 years ago and today operates with a global team serving over 100 clients around the United States. Show less

Operations Manager

• Mar 2020 - Mar 2021

Transitioned to Talent after they acquired Zipjob, maintaining an Operations Manager title and similar responsibilities. Partnered with senior leadership to identify new ways to improve the customer experience. Resolved issues, worked 1:1 with clients, and ensured final professional documents aligned with client goals. Trained team on customer service initiatives and quality controls. Transitioned to Talent after they acquired Zipjob, maintaining an Operations Manager title and similar responsibilities. Partnered with senior leadership to identify new ways to improve the customer experience. Resolved issues, worked 1:1 with clients, and ensured final professional documents aligned with client goals. Trained team on customer service initiatives and quality controls.

Operations Manager

• Mar 2018 - Mar 2021

I was heavily involved in team recruitment strategies, looking for more efficient ways to train team members, improve their engagement/retention levels, and maximize their performance. I also served as SME for the resume writing team on document strategy and industry standards. I resolved clients disputes and service issues with kind and respectful professionalism. I designed and edited company documents; I curated policies, procedures (SOPs), and writer's guides. I intervened and resolved problems, providing conscientious support to our team and our customers. I collaborated with the company owner on profit growth strategies, operating logistics, marketing content development, and cost controls. This position is 100% remote Show less

Resume Writer / Mock Interview Coach

• Jul 2016 - Apr 2018

Communicated with clients to understand professional goals, work backgrounds, and specific professional challenges (i.e. layoffs, returning to the workplace after an extended hiatus, ageism, switching careers, etc.) to craft new resumes, cover letter and LinkedIn profiles for a diverse clientele. Worked with all levels of profession (front line to executive) and all industries (healthcare, technology products, digital media, academia, science, e-commerce, retail, transportation, energy, etc). Conducted mock interviews via live video feeds, building the client's confidence and communication skills while teaching them how to connect with the hiring manager, negotiate salaries, and land the job. Show less

Director Human Resources

• 2014 - 2015

This was an amazing opportunity for exposure to corporate HR structures and processes. I was heavily involved in culture and change management, as well as training on customer service standards and brand stewardship. Though my time here was short, the professional growth had lasting effects. My family received an exciting opportunity in the Tulsa area that resulted in my resignation and relocation. This was an amazing opportunity for exposure to corporate HR structures and processes. I was heavily involved in culture and change management, as well as training on customer service standards and brand stewardship. Though my time here was short, the professional growth had lasting effects. My family received an exciting opportunity in the Tulsa area that resulted in my resignation and relocation.

Human Resources Manager and Accountant

• 2013 - 2015

This was a dual role of accounting and HR leadership. I oversaw all aspects of payroll and benefits management and assisted the Director of Finance on accounting projects, including the annual audit. I also championed an HR partnership with the President & CEO during a time of great change in the organization. I recruited and filled many leadership positions, including director level, and modified job descriptions to match the changing operation. I introduced an annual employee evaluation program, and brainstormed with senior leadership on effective corrective action for performance-related issues. I counseled team members on career development and team morale. I improved and rolled out several new protocols for the recruitment, interviewing, and onboarding processes. I also orchestrated sensitive performance evaluation investigations and promplty responded to complaints with respect and discretion. Show less

Business Manager/Controller - Accounting and HR Administration

• 2008 - 2013

This was an influential career growth experience as I had full oversight of all accounting processes, financial reporting, and HR goals including recruitment, hiring, onboarding, investigations, legal compliance, and policy/procedure development. I partnered with the owner to introduce business development strategies, take corrective action on personnel issues, and advised on operating decisions to improve the financial health of the business. I recruited, interviewed, and hired all levels of employment. I designed the onboarding process from scratch, held training sessions, and enforced the importance of exemplary customer service standards and best practices to ensure financial accuracy and operational efficiency. I secured all financial and commercial assets and balanced daily cash/credit card transactions. I organized all accounting information inside Quickbooks and Peachtree accounting systems and published monthly financial statements. I also created and issued a daily flash report which drastically improved operational performance and aided in crucial decision making. Show less

Audit Manager/Financial Analyst

• 2005 - 2007

Accountant / Box Office Manager

• 1999 - 2005