Experience

Landmark

• Professional Training and Coaching
• 500 - 600 Employee

• Center Manager

  • 2006 - Present

  Report directly to COO of a $65M global training and development organization with clients such as Apple, Reebok, Johnson & Johnson and Walgreens. Serve as most senior operations manager of the Los Angeles Center., leading 16 staff members and 60 program managers. Maximize profitability through creation and implementation of operational management guidelines and strategic marketing plans. Duties and highlights include: • Promote a corporate culture of best-in-class customer service, operational excellence and fiscal discipline • Develop budgets, control costs and manage resources to meet financial and operational goals • Oversee staff recruiting, hiring and training; delegate employees to perform and be accountable for results • Train and develop managers and staff to promote, market and sell programs locally and globally • Administer human resources functions; implement and enforce corporate policies and procedures • Provide clear direction, leadership and communication necessary to achieve financial and operating goals • Negotiate favorable contracts with vendors to take advantage of necessary purchases and implementations • Analyze financial data using financial/accounting tools to identify and address performance trends • Resolve complex customer service issues to ensure continued recognition as a premier training provider • Consistently exceed entry level sales training and development program goals; doubled overall Center sales • Grew graduate program sales by over 50% • Increased overall Center revenues by over 200% ($1.8M to $4M+) and exceeded profit goals



HarMoney

• Los Angeles, CA

• Customer Service Manager

  • 2005 - 2006

  Developed strategy, mission and vision of customer service focus for a startup online financial services company. Researched and conceptualized marketing strategies to position the company as a unique alternative to support customers’ financial futures. Worked closely with executives and sales professionals to develop and test marketable products. Work with customers to understand needs and concerns; suggest and implement effective resolutions. Duties and highlights included: • Developed staffing plans to effectively manage and train large teams of customer service professionals • Acknowledged customer concerns and provide information and explanation to put customers at ease • Followed up with customers and prospective customers to ensure retention and new sales • Established and maintained quality controls to ensure productivity and accuracy



Landmark

• Professional Training and Coaching
• 500 - 600 Employee

• Center Manager / Regional Manager

  • 1994 - 2004

  Promoted through various management positions due to exceptional leadership and individual performance. Performed duties substantially similar to above listed position with Landmark Education. Highlights included: • Transformed Los Angeles Center into the model for all new programs and operational management functions • Received several company awards for outstanding achievement, creativity and performance • Managed the Center’s largest seminar program encompassing 20 weekly seminars and 2400+ participants • Directed and mentored managers in Los Angeles, San Francisco and Newport Beach to reach $7M in sales • Personally mentored individual Center Managers who later became the organization’s highest performers • Elected to the Center’s Leadership Board; subsequently nominated and confirmed as Chairwoman