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Work Background
HorsePower Financial ServicesVice President Operations
Mar. 2023• Streamlined Operations and Increased Efficiency: Managed office logistics, resulting in an 80% budget savings reduction through optimized ordering, inventory control, and streamlined payment processes. Additionally, developed an API bot and integrations to automate strategic collections, further enhancing efficiency and accuracy. • Optimized Call Center Performance: Managed the day-to-day operations of a call center, handling both customer service and collections. As well as creating policies, procedures, and scripting. • Enhanced Customer Experience: Implemented call scripting improvements, skills-based routing to improve customer satisfaction scores by 36%. This highlights your focus on customer-centricity, a vital aspect of ensuring policy aligns with customer needs. • Increased Collection Rates: Led the development of flexible payment plans, targeted outreach programs, that resulted in a 62% increase in collection rates. • Enhanced Policy Implementation: Supported the creation and maintenance of internal policies, procedures, protocols, and training materials.
HorsePower Financial ServicesDirector of National Operations
Nov. 2022 - Mar. 2023· Provides administrative and logistical support to office staff, which includes but is not limited to: maintaining office, overseeing operational supply orders, conducting research, maintaining customer files, handling information requests, transaction coordination, preparing reports and other administrative functions as assigned by the CEO. · Manage office operations, including ordering, inventorying, managing shipments and payments, office upkeep and auditing merchandise as needed for annual counts and/or discounting purposes, including managing an overall budget savings reduction of 80%. · Prepare financial documents as needed, including monthly department reconciliations, and client collections with a 48% increase in collected billing. · Assist with maintaining written policies, procedures, protocols, forms, and training materials. · Assist in hiring, supervising, and training of employees.
Law firmDirector of Operations
Aug. 2021 - Nov. 2022Provides administrative and logistical support to office staff, which includes but is not limited to: maintaining office, overseeing operational supply orders, conducting research, maintaining customer files, handling information requests, transaction coordination, preparing reports and other administrative functions as assigned by the Owner. Manage office operations, including ordering, inventorying, managing shipments and payments, office upkeep and auditing merchandise as needed for annual counts and/or discounting purposes, including an overall budget savings reduction of 80% Prepare financial documents as needed, including monthly department reconciliations, and client billing with a 67% increase in collected billing. Assist with maintaining written policies, procedures, protocols, forms, and training materials Assist in hiring, supervising, and training of employees.
Suncoast Humane SocietyDirector Of Operations
Aug. 2021 - Sep. 2022Englewood, Florida, United StatesResponsible for the daily supervision of all facility departments, assuring that proper policies and procedures are followed. Increase adoptions by upwards of 35%. Continually institutes staff training, continuing education seminars and development programs to assure staff is aware of new and revised policies, procedures, rules, and regulations. Reviews all incoming invoices relating to shelter operations, ensuring accuracy of invoices. Helps build, establish, and maintain alliances with community organizations, agencies and vendors Reviews budget and assist in fiscal planning. Apprise the Executive Director of policy or issues that impact the shelter’s progress, operations, and healthy environment.
Lowcountry Property TeamDirector Of Operations
Sep. 2019 - Aug. 2021Manage office operations, including ordering, inventorying, managing shipments and payments, office upkeep and auditing merchandise as needed for annual counts and/or discounting purposes Prepare financial documents as needed, including monthly department reconciliations • Assist with maintaining written policies, procedures, protocols, forms and training materials Assist in hiring, supervising, and training of employees
Best Friends Animal SocietyOperations Specialist
Aug. 2018 - Mar. 2021Greater Los Angeles AreaProvides administrative support to the Adoptions Department, which includes but is not limited to: maintaining retail store, overseeing operational supply orders, conducting research, maintaining Adoptions Dept files, handling information requests, preparing reports and other administrative functions as assigned by the Adoptions Manage, HR Administer and Lifesaving Team. Essential Duties/Responsibilities: Manage retail store operations at Best Friends LA Pet Adoption Center, including ordering, inventorying, managing shipments and payments, store upkeep and auditing merchandise as needed for annual counts and/or discounting purposes Oversee all general supplies ordering bi-monthly for all Best Friends LA Pet Adoption Center management, including order placement, invoice coding and delivery distribution Maintain list of resources for animal assistance needs for the public, ensure resources provided in lobby are current Maintain online wish list for LA operations Coordinate project-based work, as assigned by Adoptions Manager, HR Administer and Lifesaving Team Produce reports on scheduled basis, including weekly and/or monthly reporting needs for lifesaving departments Assist with maintaining written policies, procedures, protocols, forms and training materials Maintain mass file upload and distribution in various systems (ShelterLuv, Microsoft; SharePoint, One Drive, Teams, etc) Maintain supply inventory for Adoptions Department by checking stock to determine inventory levels, anticipating requirements, storage and fulfillment Assist with in-kind and financial donation inventory and distribution Distribute packages and mail to appropriate departments Conduct research, collect and analyze data to prepare reports and documents, as requested by Adoptions Manager Prepare financial documents as needed, including monthly department reconciliations
WALLACE ASSOCIATES LTD.Assistant Manager
Apr. 2016 - Aug. 2018Charleston, South Carolina AreaOrganized and initiated successful Trunk Shows and Holiday events generating sales increases of 67% Implemented and created monthly schedules for all employees. Assist with maintaining written policies, procedures, protocols, forms and training materials Cultivate positive client relationships; resolve inquiries and drive sales growth increasing sales by upwards of 40% each month. Responsible for handling online sales and shipping.
Austral SalonCustomer Service Representative
Jan. 2012 - Jun. 2014Columbia, South Carolina AreaUtilized excellent interpersonal skills to provide top notch service to high end beauty salon clients; resolved inquiries, determined customer needs and made knowledge based recommendations. Mastered SalonBiz and scheduling client appointments and maintaining client retention. Ordered Salon products to ensure stylists and customers had the correct inventory needed. Responsible for daily bank deposits and monitoring register activity.
Humane SPCAVeterinary Technician/Customer Service Representative
Jan. 2008 - Dec. 2011Columbia, South Carolina AreaExemplified strong interpersonal, organizational and leadership skills to support surgery clinic and cruelty prevention. Provided excellent customer service to patrons; resolved inquiries and formed positive relationships. Planned successful fundraising events including a 5k run and an annual fundraising party while exceeding previous years goals. Scheduled spay/neuter surgeries handling up to 80 procedures a day and calling up to 300 people a week. Coordinate a voucher program to offer free spay/neuter surgeries to the community.
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