Experience

Keller Postman LLC

• United States
• Law Practice
• 100 - 200 Employee

• Client Outreach Systems Manager

  • Jun 2022 - Present

• Process and Applications Manager

  • Dec 2020 - Present



Randal Retail Group

• United States
• Retail
• 1 - 100 Employee

• Director, Sales and Marketing

  • Jan 2018 - Dec 2020

  JOB SUMMARY: Added value to businesses and brands across customer-facing industries by finding best-fit solutions to millwork, fixture, and signage issues in their growing or changing QSR, retail, or boutique concept; elevated clients' branding abilities by connecting them to expansion-minded, full-service millwork management programs nationally and internationally; managed and built ongoing relationships between Randal Retail Group and its clients; sought new clients which could benefit from Randal Retail Group's flexible and tailored fixture manufacturing and installation program. Experienced negotiator of Franchiser/Franchisee relations, QSR concepts, and inter-vendor relationship management. Process Management Areas: Assisted clients through entirety of sales process at Randal Retail Group, including identification and fit assessment, proposal/quote, installation, and ongoing maintenance management, quoting processes, post-sales analysis and relationship maintenance. Assisted Randal Retail Group internally with sales process development, scorecard building/KPI analysis; content and copy creation; evolved company brand and methods to reach new target audiences via digital, mail, and other channels.



Hillsdale College

• Higher Education
• 700 & Above Employee

• Director of Contact Center for Business Improvements

  • Nov 2015 - Jan 2018

  JOB SUMMARY: Assessed, built, and implemented a 36 seat Contact Center at Hillsdale College; directs Constituent Service strategy and campaigns; oversees hiring, training, and professional development of staff and students; updates, maintains, and oversees Contact Center software and hardware; creates campaign scripts and templates; disseminates and reports key metrics; facilitates daily operations of 70+ member team through seven-FTE supervisor team; coaches, corrects, and recognizes performance of all staff members; initiates research for expansion as necessary; administrates all Contact Center software; assists Vice President of Admissions and Business Improvements with process analyses and implementations across multiple work centers; accountable for $200K+ operational budget and $1M revenue intake; led multiple cross-department strategic planning/implementation initiatives through the EOS management model. Process Management Areas: intake of for-profit and internal campaigns; fundraising campaign proposal, implementation, and execution; Imprimis (3.6 million subscribers) list management and data integrity; Hillsdale College Online Courses constituent service; fulfillment management; gift and donation process management; student work program management; inbound Hillsdale College communication management and dissemination; governmental regulation adherence for tele-funding and outbound telecommunications; technology and systems administration; maintenance of all knowledge-base materials for broad scope and specialized Center agents; College-wide constituent service strategy and implementation.System Administrator of:-Five9 Telephony Suite (36 licenses, campaign, auto-dial, dynamic IVR, and ties to analog system)-Microsoft SharePoint-Technolutions Slate-Raiser's Edge-Monday.com-Humanity Scheduling-HubSpot CRM Writer of:-Custom API calls to/from Five9-Report language via SQL where needed

• Assistant Director of Operations for Admissions

  • May 2015 - Dec 2015

  1. Contributes to the setting of team goals, priorities and scorecard measurements2. Standardizes processes, improves efficiencies, develops and standardizes initial and ongoing trainings, and continuously improves accountability measures for all student employees3. Serves as the point person with the Business Office (controller, payroll) and Human Resources for all policies, procedures, and paperwork relevant to student employment and compensation, as well as by-contract workers; approves time for all student and contract employees4. Sets Student Worker time and expense schedules for Office 5. Interviews, hires, trains, and maintains measures of accountability for Student Workers and by-contract employees6. Continuously develops a dynamic call team program; executes strategies; interviews, hires, trains, and manages call team student supervisors and members7. Gains training and maintains knowledge necessary to function as “Power User” of recruiting software; is the first line of defense for staff when they have questions8. Assists Director of Operations with workload as needed9. Assists Marketing Director as required via Director of Operations 10. Assists Director of Operations and Director of Field Recruitment in providing counselors with necessary tools and training to increase efficiencies11. Performs periodic quality controls on processes from which we derive key measurements 12. Assists Director of Operations in staff training; helps develop training program for all staff13. Works closely with Director of Marketing in automation of communication flows14. Oversees Writing Supplement Evaluator Programs15. Evaluates applications as a member of the Admissions Committee16. Performs Admissions Interviews as needed

• Assistant Director of Campus Recruitment for Admissions

  • Oct 2014 - May 2015

  --Manages training, daily operations, and hiring for all student-employment Admissions programs--Creates and maintains metrics reporting mechanisms for VP of Admissions--Oversees all summer Admissions programs; manages Student-Intern program curriculum development and execution--Manages Student Call Team, while developing means to obtain relevant data for the College--Globally improves Admissions efficiencies, best practices, and communication flows for flawless execution--Assists Senior Director of Campus Recruitment and Process Management in execution of team goals, trainings, and leadership--Serves as a member of Admissions Evaluation Committee--Directs efforts of Campus Visit Team



Target

• Mexico
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Executive Team Leader

  • May 2013 - Sep 2014

  --Assist with transition to on-site fulfillment/Target stores as fulfillment centers --Lead, develop and inspire store management --Oversee day-to-day business operations of a multi-million dollar sales stores as a Leader on Duty --Drive sales through an impeccable Guest service experience --Manage, though employees and direct processes, all non-apparel sales departments --Consistently promote Fast, Fun and Friendly culture through interactions with Guests and Team Members --Assist with transition to on-site fulfillment/Target stores as fulfillment centers --Lead, develop and inspire store management --Oversee day-to-day business operations of a multi-million dollar sales stores as a Leader on Duty --Drive sales through an impeccable Guest service experience --Manage, though employees and direct processes, all non-apparel sales departments --Consistently promote Fast, Fun and Friendly culture through interactions with Guests and Team Members

• Marketing Intern

  • Jun 2012 - May 2013

  --Help in development of fundraising efforts--Develop and manage social media campaigns--Work with individuals enrolled in Hillsdale College outreach courses--Customer Service

• Assistant to Visit Coordinator

  • Sep 2011 - May 2013

  --Coordinate and plan student schedules--Connect Student Ambassadors to prospective students--Maintain front office

• Student Ambassador

  • Dec 2009 - May 2012

  --Conduct campus tours and student evaluations--Host prospective students for extended stays--Serve as liaison between Hillsdale College and prospective students/parents