Experience

Girl Scouts of Gulfcoast Florida, Inc.

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Director of Member Experience

  • Sep 2014 - Present

  •As a part of the strategic learning team, assessed staffing structure, identified best practices, designed, and implemented process improvement strategies to support business needs. •Served as point person responsible for and transitioning staff and customers through two organizational restructures, including changes in positions, procedures, technology, and culture. •Manage $4M budget including all product sales including costs, ROI, and participation engagement data. •Design and… Show more •As a part of the strategic learning team, assessed staffing structure, identified best practices, designed, and implemented process improvement strategies to support business needs. •Served as point person responsible for and transitioning staff and customers through two organizational restructures, including changes in positions, procedures, technology, and culture. •Manage $4M budget including all product sales including costs, ROI, and participation engagement data. •Design and develop marketing campaigns to engage members in two product sales programs annually, as well as, engaging customers in the sales, resulting in 85% of organization income. •Collaborate with all departments to develop cross functional and integrated ways of work, identify gaps, and provide staff training where needed to increase productivity. •Monitor 25 social media pages to interact and communicate with customers daily. •Annually build and maintain vendor relationships and secure 125+ retail locations. •Streamline HR efficiencies, coordinate new hire orientations, and provide onboarding and training for new employees. •Perform continuous evaluations of staff development and provide monthly enrichment opportunities. •Assess and develop procedures and coach diverse employees to optimal individual success, resulting in increased client retention, from 54% to 72% from over a two-year period. •Facilitate weekly staff meetings to discuss service issues, reduce cultural barriers, and maintain staff alignment to individual goals and operating plan. •Create content and curriculum for weekly programs to engage customers in programming, including marketing of 400 programs, resulting in 34% increase in participation. •Create content and curriculum for 15 adult training courses to engage volunteers using various learning styles using multiple training delivery methods. •Supervise 11 direct reports and 52 volunteers, and increased trainer team/learning managers by 4000% in eight years. Show less •As a part of the strategic learning team, assessed staffing structure, identified best practices, designed, and implemented process improvement strategies to support business needs. •Served as point person responsible for and transitioning staff and customers through two organizational restructures, including changes in positions, procedures, technology, and culture. •Manage $4M budget including all product sales including costs, ROI, and participation engagement data. •Design and… Show more •As a part of the strategic learning team, assessed staffing structure, identified best practices, designed, and implemented process improvement strategies to support business needs. •Served as point person responsible for and transitioning staff and customers through two organizational restructures, including changes in positions, procedures, technology, and culture. •Manage $4M budget including all product sales including costs, ROI, and participation engagement data. •Design and develop marketing campaigns to engage members in two product sales programs annually, as well as, engaging customers in the sales, resulting in 85% of organization income. •Collaborate with all departments to develop cross functional and integrated ways of work, identify gaps, and provide staff training where needed to increase productivity. •Monitor 25 social media pages to interact and communicate with customers daily. •Annually build and maintain vendor relationships and secure 125+ retail locations. •Streamline HR efficiencies, coordinate new hire orientations, and provide onboarding and training for new employees. •Perform continuous evaluations of staff development and provide monthly enrichment opportunities. •Assess and develop procedures and coach diverse employees to optimal individual success, resulting in increased client retention, from 54% to 72% from over a two-year period. •Facilitate weekly staff meetings to discuss service issues, reduce cultural barriers, and maintain staff alignment to individual goals and operating plan. •Create content and curriculum for weekly programs to engage customers in programming, including marketing of 400 programs, resulting in 34% increase in participation. •Create content and curriculum for 15 adult training courses to engage volunteers using various learning styles using multiple training delivery methods. •Supervise 11 direct reports and 52 volunteers, and increased trainer team/learning managers by 4000% in eight years. Show less



Girl Scouts of the Jersey Shore

• United States
• Individual and Family Services
• 1 - 100 Employee

• Director of Volunteer Development

  • Aug 2005 - Sep 2014

  •Create content and curriculum for 36 adult training courses to engage volunteers using various learning styles using multiple training delivery methods, with nationwide participants. •Transitioned and train 45+ staff and 10,000+ volunteers on new company-wide software. •Created and implemented marketing campaigns resulting in year-to-year customer membership growth. •Project Manager for a statewide leadership program opportunity for 500+ customers. •Staff trainer for all staff… Show more •Create content and curriculum for 36 adult training courses to engage volunteers using various learning styles using multiple training delivery methods, with nationwide participants. •Transitioned and train 45+ staff and 10,000+ volunteers on new company-wide software. •Created and implemented marketing campaigns resulting in year-to-year customer membership growth. •Project Manager for a statewide leadership program opportunity for 500+ customers. •Staff trainer for all staff positions for ten years, including direct reports. Show less •Create content and curriculum for 36 adult training courses to engage volunteers using various learning styles using multiple training delivery methods, with nationwide participants. •Transitioned and train 45+ staff and 10,000+ volunteers on new company-wide software. •Created and implemented marketing campaigns resulting in year-to-year customer membership growth. •Project Manager for a statewide leadership program opportunity for 500+ customers. •Staff trainer for all staff… Show more •Create content and curriculum for 36 adult training courses to engage volunteers using various learning styles using multiple training delivery methods, with nationwide participants. •Transitioned and train 45+ staff and 10,000+ volunteers on new company-wide software. •Created and implemented marketing campaigns resulting in year-to-year customer membership growth. •Project Manager for a statewide leadership program opportunity for 500+ customers. •Staff trainer for all staff positions for ten years, including direct reports. Show less



Novadebt

• United States
• Financial Services
• 1 - 100 Employee

• Client Care Supervisor

  • May 2000 - Aug 2005

  •Supervised 24 direct reports, including training and monthly coaching of all staff. •Conceived, designed, a client retention department, including staff training and implementation. •Monitored call center for 300 staff members monthly against quality performance matrix to ensure customer success. •Managed over 5000 clients consisting of monthly coaching for 300 clients. •Supervised 24 direct reports, including training and monthly coaching of all staff. •Conceived, designed, a client retention department, including staff training and implementation. •Monitored call center for 300 staff members monthly against quality performance matrix to ensure customer success. •Managed over 5000 clients consisting of monthly coaching for 300 clients.