908-***-**** firstname.lastname@example.org Succasunna, NJ 07876
DIRECTOR OF LEARNING & TALENT DEVELOPMENT
Engaging Director, with extensive experience managing and coaching different communication styles. Strong analytical skills to provide outstanding service and exceptional personal skills to develop relationships with clientele, lead teams and interact with various levels of leadership. Vision to see the “big picture” as well as manage down to the “details”. Leads with a personal passion to build fantastic teams that cross-train, support and uplift.
Core competencies include:
Leadership * Team Building & Motivation * Mentorship * Training * Presentations
Written & Verbal Communications * Day-to-Day Operations * Problem Solving * Documentation
ETHOS HEALTH * Long Valley, NJ * December 2016 – May 2018
A start-up, farm-based healthcare system comprised of Ethos Primary Care and Ethos Farm, with a mission to prevent and treat disease by emphasizing a nutrient-dense whole foods, plant-based diet and lifestyle.
Director of Operations
Directed operations for both business lines managing P&L, interviewing, terminations, on-boarding, payroll, IT support, program and procedure management, patient satisfaction, integrity of electronic health records, property management/capital improvement and farm manager support. Generated increases in new patients and niche-market awareness through targeted marketing, events and pricing. Created a culture of collaboration and support structure for a part-time, mainly off-site team.
Overhauled pricing structure, sustainably increasing new patient visits by 200% in the first 6 months.
Identified cost reduction trends and analyzed Key Performance Indicator’s (KPI’s) to decrease the new patient visit cancellation rate from 50% to 12% in the first 9 months.
Drove revenue generation by creating pre-paid discount cards to be used at the Doctor’s Farm Market, which resulted in a 50% increase in revenue from 2016 to 2017.
Analyzed team functions and conducted workforce increases and reductions where team productivity necessitated.
NEW YORK LIFE INVESTMENTS * Parsippany, NJ * October 1993 – June 2016
New York Life Investments is a premier investment management firm serving a variety of sectors retail, institutional, bundled defined contribution and defined benefit, and guaranteed products.
Business Solutions Manager * September 2012 – June 2016
Empowered a cross-trained team of subject matter experts to directly support 60 members of the MainStay Mutual Funds Customer Service Center through training, project management, IT troubleshooting, communications, documentation and data analysis. Team services were also sought after and provided to Legal, Compliance, Finance, IT and Retirement Services.
Created a World Class Service culture initiative by delivering “Make a Great Impression on the Customer”, (MAGIC®), to over 400 participants since 2001, making the mutual service center funds the best agent call center in New York Life. Based on our success, the team was selected to provide the training to over 80 members of the IT support center.
Captured a 95% new hire on-boarding success rate through facilitation of 45 instructor-led courses over eight weeks, including built-in on the job mentor sessions and assessments.
Over 15 years as a Project Manager: Defined scope of project lifecycle with a developed approach to new fund launches, fund adoptions, mergers and closures, share class conversions, proxies and fees.
Shifted from paper manuals to online manuals, building an internal SharePoint 80+ page site containing all service center documentation.
Transactions Service Associate promoted up to Training Manager * October 1993 – September 2012
Intimately involved since 1993 in the New York Life Investments Customer Service Center processes whether as a team member or a manager.
Launched SmartMatch Suitability for mutual funds to 80 internal representatives in concert with a New York Life product-wide launch.
Transitioned Broker Dealer new account processing from our internal team to an external team.
Paired mentees to mentors in the Mentorship Program, creating over 30 successful pairs.
Achieved role of Master Trainer by facilitating all 45 classes in the new hire training program. This included creating training courses, participant guides, exercises, exams and games.
Maintained 30 service forms and account applications by coordinating across Compliance, Marketing and Legal.
EDUCATION AND CERTIFICATIONS
FINRA Series 6 License * Make a Great Impression on the Customer “MAGIC®” Facilitator
HIPAA Certification * Rutgers University Bachelor of Science (B.S.) in Horticulture; Alpha Zeta Honor Society
Microsoft Word * Excel * PowerPoint * Outlook * SharePoint * ADP RunPayoll * TSheets * QuickBooks
WebEx * WebinarJam * WIX * AWeber * DST * TA2000 * AWD * Adobe * Facebook * Instagram * Twitter
VOLUNTEERING AND INTERESTS
Volunteering: Believe, Inspire, Grow (B.I.G.) www.believeinspiregrow.com, Assistant Leader, Chester/Long Valley
Interests: Gardening, yoga, entertaining with a theme, minimalism and supporting the local food bank.