Customer Service Management

FELICIA Y. HALL

*** **** ***** ******, ******, OH 44119 CELL: 216-***-**** EMAIL: ************@*****.***

I’m a visionary and strategist with over 16 years’ experience across all Human Resource functions who is looking

to obtain a leadership position utilizing transferable skills to increase a company’s capacity to ascend its

competitive advantage.

AREAS OF EXPERTISE/CORE COMPETENCIES

Benefits administration Financial analysis Recruitment

Business development Government relations Relationship cultivation and

Change management Human resource management, management

Client relations strategy, objectives, policies and Safety management

Community relations procedures Salary administration

Communications Information technology Sales

Compensation and benefits administration Social media

management Marketing/Media/ Public Strategic planning

Cost containment and relations Succession planning

budgeting Operations management Team building

Contract management Organizational development Training and professional

Customer service Performance management development

Diversity programs Process improvement Vendor management

Event coordination and Profit & loss management Volunteer recruitment and

management Program development and management

Facilities management management Website development

PROFESSIONAL EXPERIENCE

08/02-Present Director of Administration Cleveland Restoration Society, Cleveland, OH

• Supporter to and replacement for the President and manager for all day-to-day operational matters

associated with a $1.7 million organization.

• Manage and provide stewardship of the organizations’ $2 million headquarters, a National Register of

Historic Places property and have implemented event rental opportunities and increased the tenant

capacity from 2 to 5 which contributes over $50,000 unrestricted annual revenues.

• Improved cash management by transferring bank accounts to interest bearing which now produces over

$30,000 of unrestricted funds annually for operations.

• Relationship builder demonstrating increased accountability and diversifying methods in membership,

donor cultivation and development through events, membership solicitation, and annual fund by assisting

in the introduction of Raiser’s Edge relationship database that resulted in a 45% increase in revenues.

• Communications liaison for the 40 board of trustees, 7 committees, and 25 community advisors; which has

increased board fiduciary responsibilities and involvement almost 50%.

• Enhance relations with funders that resulted in mutual succinct processing and faster receipts which

supported cash flow and ended 5 year annual need for line of credit indefinitely.

• Oversee and execute all human resources functions and introduced organizational alignment and capacity

building processes that involved an analysis of all departments/programs’ functional abilities in relation

to the mission and vision, which resulted in restructuring, increased productivity, professional

development, new policies and manuals, decreased expenses and retaining staff.

• Coordinator and huge contributor of the organizations’ two-year strategic performance tool that documents

measurable action steps that coincides with our critical success factors. Initiated capacity building plans

through continued education options to ensure measurable success.

FELICIA Y. HALL PAGE 2

• Administrator who constantly evaluates software needs that enable the company to strengthen its reporting

analyses; realized dramatic reductions in turnaround times for work completion; decrease expenses,

increase revenues and streamline productivity 10 – 15% annually.

• Provide creative oversight for construction and content of a refreshed website, social media, monthly email

newsletter and biannual publication to increase brand, external communication and outreach.

• Lead coordinator of small and large events increasing the organization’s budget, public education efforts,

community relations, advocacy awareness, membership and donations.

09/01-08/02 Assistant Asset Manager Midwest Development Corporation, Waite Hill, OH

Under the same management as Eagle’s Wings Aviation Corporation of Ohio.

• Supported President and Vice President and managed 30 unit strip mall and 72 unit apartment complex in

Illinois.

• Developed new marketing strategies that increased awareness and office processes that increased property

manager’s productivity and quality of service.

• Developed and organized communication processes between property manager and maintenance personnel

to increase effectiveness.

• Transitioned lease and tenant activity from manual process to proprietary Yardi property management

database and accounting program which increased relations and reporting.

• Served as a relationship liaison with various contractors, inspectors, and local & state property attorneys

and agencies.

• Created human resource manual and payroll system, and negotiated and managed medical benefits for all

companies which decreased expenses for the company and employees.

10/99-9/01 Operations Manager Eagle’s Wings Aviation Corporation of Ohio, Richmond Heights, OH

• Supported President, Vice President and Chief Financial Officer.

• Assisted in the management of the administration, accounting, customer service, facilities, flight intake and

human resource departments.

• Prepared and assisted in contract negotiations of corporate confidentiality and service agreements.

• Assisted in the marketing efforts including new image initiatives which elevated the company to a regional

and national presence in the industry.

• Created various administrative, customer service, finance and human resources procedures manuals and

protocols which encouraged organizational alignment.

• Developed and coordinated grievances and mediate workplace disputes.

• Partnered with management in organizing relations for pilots and avionics technicians.

• Created several plans such as staff development, disciplinary and a safety plan in alignment with

Occupational Safety Health Administration, (OSHA) guidelines.

11/97-08/99 Executive Assistant Westlake, Reed, Leskosky Architects, Cleveland, OH

• Supported four of the five principal architects.

• Coordinated monthly educational lunches and various events which designated the firm as a continuing

education site for architects and engineers.

• Initiated and maintained state marketing licenses and stamps the Principals and Engineers which increased

the firms marketing and outreach capabilities.

• Assisted with human resources functions such as new hire and payroll processing, staff development, file

maintenance, and benefits administration.

EDUCATION

FELICIA Y. HALL PAGE 3

Masters of Science in Management, University of Phoenix, Cleveland, Ohio, 2012

Bachelors of Science in Business Administration-Human Resources Management, Chancellor University, (Myers

University), Cleveland, Ohio, 2006

Associates in Applied Business, Bryant & Stratton, (MTI Business College), Cleveland, OH, 1990

CONTINUING EDUCATION

• Workers' COMPrehension: Dynamic Insights to 2013 Workers' Comp and Healthcare Saving,

C rain’s, 2013

• Leading Change in Turbulent Times, Mandel Center, CWRU, 2010

• Maintaining Your Relevance in Challenging Economic Times, The Wasserman Consulting Group, 2010

• Deal Differently with Differences, Appreciative Approach to Resolving Conflicts, Mandel Center, 2010

• New IRS Form 990, Business Volunteer Unlimited, 2008

• Financial Statement Analysis, Skillpath Seminars, 2007

• Small Business Seminar, COSE, 2007

• Mistake –Free Grammar & Proofreading, CareerTrack Seminars, 2007

• Controllers Workshop, Skillpath Seminars, 2006

• Volunteer Management Seminar, American Red Cross, 2006

• Are Chronically Sick and Tardy Employees Costing You Money? Ulmer Berne LLP, 2006

• Conference for Women, Skillpath Seminars, 2006

• Strategic Marketing, National Arts Strategies, Weatherhead School of Management, CWRU, 2005

• Financing the Future, National Arts Strategies, Weatherhead School of Management, CWRU, 2005

• Managing People, National Arts Strategies, Weatherhead School of Management, CWRU, 2004

• Managing Multiplying Priorities for Women, Maximizing Career & Life Integration, Weatherhead School

of Management, CWRU, 2003

• 2003 Management Conference, CareerTrack, 2003

• HR/Employment Law, Taft, Stettinius & Hollister LLP, 2002

• The OSHA Act of 1970: What Employers Need to Know Seminar, COSE, 2001

• ADP 2000 Year-End Seminar, Automatic Data Processing, Inc., 2000

• Complying with Wage Hour Laws Seminar, Automatic Data Processing, Inc., 2000

CERTIFICATIONS

National Notary Signing Agent, Since 2007 Notary Public for the State of Ohio, Since 1999

PROFESSIONAL AFFILIATIONS

• Communications Liaison, Cleveland Restoration Society- Board, Executive and Nominating Committees

• Member, Cleveland Restoration Society -Marketing & Development Committee

• Member, Cleveland Restoration Society -Finance Committee

• Member, Midtown Cleveland- Safety & Code Enforcement Committee

• Member, National Black MBA Association- Cleveland Chapter- Membership Committee

• Member, National Notary Association and Signing Agent

• Member, Society of Urban Professionals-Cleveland Chapter

Contact this candidate