Elaina Ross - Project Manager, Self

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Work Background

North Museum of Nature & ScienceProject Manager

Nov. 2022Lancaster, Pennsylvania, United States · Hybrid

Tori Soudan BrandExecutive Assistant & Project Manager

Nov. 2021 - Nov. 2023United States · RemoteProvided project consultations and business guidance, along with administrative assistance and eCommerce customer service duties.

Strategic Visibility - Facebook Lead Generation for Mortgage Loan OfficersOperations Manager

Jun. 2021 - Jan. 2022Rome, Georgia, United States

Sample OklahomaOperations Manager

Nov. 2020 - Jan. 2022Oklahoma City, Oklahoma, United States

The Momentum AgencyProject Manager

Oct. 2020 - May. 2021United StatesFreelance Project Manager, Copy Creation & Editor

National Business ConceptsVirtual Assistant

Oct. 2020 - May. 2021Bryan, Texas, United StatesFreelance Executive Assistant & Project Manager

Morningstar Properties, LLCProperty General Manager for 2 Facilities

Jul. 2017 - Mar. 2020Bryan/College Station, Texas AreaGeneral Manager  Directly manage all aspects of multiple store operations; Recruiting, Staffing, Maintenance, Sales, Collections, Auctions, Commercial Vehicle Inspections, Landscaping, Marketing, Branding, and Events. Responsible for P&L Reports, Marketing Plans, Annual Budget Creation and Adherence, and Mid-Month Reviews.  Generated over $125,000 in additional revenue through targeted cross-promotional initiatives with local realtors, businesses and chamber members within the first 12 months at the Bryan store. Reached close to $1 million in profits for 2018.  Implemented new sales strategies and influenced corporate goals with the successful implementation of Tailored Based Pricing.  Improved customer referrals by approximately 60% within first year and eliminated need for monthly auctions through improved debt servicing.  Routinely conducted market research to retain competitive advantage.  Hosted web and phone conferences to train district staff members and their managers on proven sales approaches and emotional intelligence techniques.  Opened and rebranded second location in Jan 2018 and hosted deluxe ribbon cutting with BCS Chamber of Commerce.

CHI St. Joseph HealthEVS Operations Manager

Oct. 2016 - Jun. 2017Bryan, Texas Directly manage day-to-day operations over 3 shifts for the hospital while ensuring compliance with all regulatory agencies and meeting the required quality standards. Supervise and motivate over 70 team members for the Environmental Services and Laundry departments to ensure that all tasks are completed efficiently and to the highest standard quality for our patients and guests. Develop departmental goals, facilitate departmental meetings, selection and placing of employee, scheduling while minimizing overtime, approve vacation requests per policy, disciplinary actions, performance evaluations, conducts departmental/shift orientation, conduct training for departmental personnel and coordinate projects for outside contractors.  Complete QA inspections and rounds 2-3 times daily, document follow ups and concerns.  Monitor inventory and submit purchasing requests for equipment and supplies

NRG EnergyTraining Specialist I (Contractor through Primary Services)

Apr. 2016 - Jul. 2016Bryan/College Station, Texas Area Conducted quality sales and software training in a dynamic, high volume call center environment for new personnel. Assembled new hire binders, secured training space, classroom set-up, secured training resources, collection and entry of training data. Facilitated training to ensure consistent and complete understanding of program while adapting instruction of material to meet the diverse needs of the trainees. Communicated professionally within a diverse and sometimes difficult environment.  Developed/maintained outlines, lesson plans, facilitator’s guides, participant handouts and visuals for all training modules. Monitored progress of trainees during training and coach for improvement. Analyzed effectiveness of training by creating tests/exercises to measure comprehension and proficiency utilizing computer-based testing whenever applicable. Administered testing during training, follow-up sessions or the acquisition of new skills. Developed and maintained database of individual portfolios of all tests and results.  Trained existing Customer Care colleagues to perform as highly skilled team members who respond to telephone, email inquiries while leveraging opportunities to refer additional products and services. Monitored the trainees’ performance and coached them to reach established performance and knowledge benchmarks prior to release from the training program.

FedEx GroundSenior Operations Administrator

Oct. 2014 - Mar. 2016 Performed the clerical and administrative functions for all station operational areas, including linehaul, quality assurance and customer service. Effected Station level and District level metric increases due to the diligent efforts in Quality Assurance/Loss Prevention (-74% to 9% within 10 months). Researched missing packages to understand the root cause of scanning failures and compiled information on disputed deliveries. Ensured all packages received appropriate scan statuses and all loose product were accounted for as per company policy. Involved constant feedback to customers and Hubs with creative resolution finding techniques. Corrected and addressed missing, lost, delayed, and incorrectly addressed packages in a timely manner to optimize delivery time. Served as frontline customer service to receive, solve and/or escalate customer inquiries and issues. Provided direct support to Senior and P&D managers.  Trained and mentored staff at local and distance stations in Quality Metrics and created training binder by focus area that was adapted for use across the Lonestar District for classroom training sessions. Contributor for Tips-n-Tricks conference calls with shortcuts and best practices to use when processing missing packages.  Turnkey processed new drivers HR files; from initial computer application, to hours and time review, W2 and I9 requirements, to ID and background checks and drug screens.

Texas A&M Health Science CenterAdministrative Coordinator

Nov. 2010 - Oct. 2014Teaching Learning Resource Center Primary job responsibility was acting Office Manager over a department of seven full-time employees and 12 student workers throughout nine HSC campuses. This entails accounts payable, time keeping, scheduling employee’s workweek and load, training requirements, payroll and human resource duties, management of overtime for Classroom Support staff, serve as Alternate property officer (inventory management), Departmental Parking Representative, Departmental Safety Representative, HR Liaison, stocking and ordering of supplies and equipment for staff in four offices.  Participated in all interview processes and provided recommendations for hiring schedulers, Classroom Support staff, Faculty Development staff, and student workers.  Establish and maintain vendor records for all processed invoices, new vendor creation, direct bill accounts, and state tax exemption and travel forms  Weekly scheduling of Classroom Support Specialists and student workers to maintain continual support of all classes, meetings, videoconferences and events each day and after-hours.  Provide hands-on and classroom training to all new hires of the department in the areas of: Single Sign On training, LeaveTraq submission, timesheet submission, University policies, scheduling on public Outlook calendars, TMS videoconference programming, Cisco camera and systems, and Kodak equipment within all HSC facilities.  Created and chaired Employee Recognition Program to the extent of bimonthly celebrations, organizational charter, event planning, decorations, committee member selection and meeting attendance and minutes.

Texas A&M Health Science CenterOffice Assistant

Mar. 2009 - Nov. 2010Rural and Community Health Institute Answered multi-line phone system for entire office and relief phones for OIT and also maintaining calendars for all of the COO and Directors’ appointments. Coordinating travel arrangements and conferences. Prepared Expense Reports using HSC Guidelines and Research Foundation rules and policies on Local and State Funds. Designed conference materials, brochures, thank you cards and participation cards for programs and meetings.  Assisted with Healthcare Data Integration (HDI) Program and Retinopathy program.  Helped to create CRM database and website for hospital record submissions for Peer Review and Nursing Quality and Safety programs.

Bryan Texas UtilitiesBusiness Analyst - Customer Service Operations

Mar. 2006 - Sep. 2008 Working under pressure to meet deadlines on a small Customer Information System team that is converting 60,000 customers from existing legacy system to a new database system for the City of Bryan.  Responsible for configuration of Cayenta Utilities System. Creating and assigning rates, service orders and their attached fees, setting up user and group privileges, scheduling of nightly processes and defining new service order and bill print parameters and design.  Trained all the customer service team members on the new software and developed training modules and companion guides to assist with the transition from the Legacy Banner system to Cayenta (new CIS)  Attended software user conferences as representative of City of Bryan to discover new capabilities and functionality of Cayenta system.  Troubleshooting database and configuration errors within new system while correcting converted errors on legacy system.  Problem Solver for current Business Processes and Defined new processes to increase efficiency and productivity for 33 customer service representatives and general office operations.

Bryan Texas UtilitiesCustomer Advocate - Business Operations IV

Feb. 2004 - Mar. 2006 Trained in all aspects of BTU Customer Service including front counter, drive thru, and call center duties. Answering incoming phone calls for customer inquiries on commercial and residential accounts. Full knowledge of City of Bryan policies and ordinances in regards to customer accounts. Setting up new customers in Banner and processing their paperwork, scheduling Transfer of services and Disconnects on a daily basis. Consulting with customers on energy savings programs and techniques to reduce monthly costs.  Developed How-To manual on common processes, procedures, and requirements for various functionality within the Banner system. Assisted training new customer service representatives as they were hired. Created a step-by-step training program by functional area for the betterment of all customer advocates in the call center.  Processing of daily emails from Line Design/Distribution department necessitating creation of new premises and/or new services installation.  Responsible for setting up, canceling, and maintaining all bank drafts for BTU customers.  CIS Project Core Member on team chosen by area of expertise for replacement of current Banner system in 2008. Participated in visits to other City Utilities for research of chosen vendor on project. Gave input in various demos, RFP meetings and Criterion Matrix discussions before final vendor selection.  Coordination of Powertrack installations and removals for customers and processing Utilisales transactions.  Cashiering duties as needed along with extensive daily cash drawer balancing.  Installation and troubleshooting of Access database program for application creation and processing for all agents.  Optimal Prioritization of tasks. Strengths in efficiency and work flow corrections. Organized and typed Meeting Agendas, Filing, Copying, Faxing, Typing Company Memos and reminders.

Clear Glass Mobile ServiceInside Sales/Accounts Receivable

Jan. 2003 - Feb. 2004 Answered 5 incoming lines for all inquiries of parts and replacement glass needs. Including researching availability of parts, price negotiation with outside vendors, and marketing in-stock inventory.  Responsible for collection of debts from various clientele, insurance claims, cash customers and the like.  Maintained cash drawer and kept log of all transactions and activity.  Created/updated all technician job counts, time records, loans, vacation requests.

Nomadic DisplaySenior Purchasing Agent/Key Account Coordinator

Nov. 2000 - Dec. 2002Houston, TX Within 12 months time, recorded savings of over $50,000 for company and incorporated over 35 new vendors as resources for materials and supplies.  Responsible for all purchasing and buying needs of the company and its 4 new subsidiaries. Including continual research of potential vendors and qualifying of new products/materials. Handled all correspondence between vendors and company including negotiating new discounts and price reduction of items to be purchased.  Coordination of all Tradeshow paperwork and Installation & Dismantle of clientele booths that were stored in our facility. Including pulling of materials, arranging freight in excess of 2000 lbs, and processing of paperwork.  Developed product-indexing system to code all merchandise for online store as well as file management of all images and descriptions on the website.  Created a database for all in-house inventory and managed inventory of 4 merged subsidiaries on a real-time basis. Database included all stock descriptions, ordering codes, date pulled, Purchase Order number of items pulled, and an alert when items met minimal in-stock requirements and needed reordering.  Shorthand notations, Meeting Agendas, Prioritization of tasks, Filing, Copying, Faxing, Typing Company Memos, Assisted answering fifteen line phone system during lunch hour.