Customer Service Management

JULIE GRAF

**** ****** **** #****, ********, Georgia 31907

407-***-**** cell **********@*****.***

High-performing Operations, Training and Development Management Executive with expertise in building/ optimizing organizational systems to maximize results.

Skilled strategist who transforms strategic plans into workable solutions and benchmarks performance against key operational targets/ goals.

Flexible and enthusiastic transformational leader, self-starter, eager to quickly assimilate new concepts and ideas.

Critical thinker with fresh seasoned insights that encourage development, inquiry, reflection, dialogue, and shared understanding.

Creative leader whose facilitation process improves productive, collaborative relationships by employing cooperative, and constructive action to achieve the widest possible ground and exceed expectations.

More than 15 years of experience in managing government-sponsored programs that have been cited as a professional, innovative, and responsive to community needs. AREAS OF EXPERTISE

Training and Leadership Development

Team & Relationship Building

Crisis Management & Problem Solving

Operational Process Analysis

Transformational Leadership

Productivity & Efficiency Improvement

Motivation

Staff Recruitment and Retention

Public Speaking

Organizational Design and

Development

Resource Mobilization

Employee Relations

Accountability

Orientation and Onboarding

Critical Thinking

Performance Management

Public Speaking

Organizational Goal Development and

Achievement

Cross-Collaboration

Strategic Planning

Change Management

Workforce Planning

PROFESSIONAL EXPERIENCE

ECLECTIC SERVICES, LLC dba/ Chai Solutions Orlando, Florida 2015-Present Privately owned consulting firm providing training, business operations analysis, & HR solutions. President / Owner Operator

Spearhead entrepreneurial success through relationship building with small business owners. Identify operational issues and drive strategic direction. Provide clarity on issue resolution using optimal productivity and streamlined operations. Compile and present service pitches customized to show true value in supporting client goals. Contract with clients to use saved budgetary funds to engage in apprenticeship programs for underserved youth.

Acquired 11 long-term clients for entirely new startup company, and 102 training sessions with 20+ clients.

Propelled revenue from zero to $43K within 6 months, with projected 2016 revenue at $120K, by creating strong reputation for delivering insightful, knowledgeable consulting and strategic business guidance.

Generated new business through ongoing networking and relationship building with local business owners.

Surpassed expectations even with challenging clients with little prior business organization by driving efficiency and business turnaround, adhering to promised services, and providing services with definitive impact. LUXURY AUTOS OF TREASURE COAST, INC. Ocoee, Florida 2010-2015 Independent automobile dealership staffing 50+; company was sold in 2015. Vice President of Operations

Directed planning, policy development, training, and fiscal reporting. Led family-owned business to digital operation and unprecedented success. Implemented TQM and ensured 100% compliance. Launched marketing campaign.

Dramatically increased revenue from $770K to $4.5M within 4 years by improving service and organization.

Grew business from 3 staff members to 35 permanent employees and 17 independent contractors by building relationships with external investors and showing streamlined operations with first-class customer service.

Facilitated highly profitable company sale to unsolicited global purchaser by creating unprecedented revenue.

Minimized turnover and lowered employee discipline issues by implementing comprehensive training program.

Recognized by NAPW as 2012-2013 Woman of the Year for exemplary work at Luxury Autos. JULIE GRAF PAGE 2

CITY OF ST. CLOUD St. Cloud, Florida 2009-2011 Municipality in Osceola, Florida with ~36K population; parks & recreation department manages 2K acres. Parks & Recreation Director

Managed and coached upwards of 350 staff. Teamed with 4 Division Managers in strategic planning, new program implementation, and service improvement. Performed public speaking. Designed initiatives and managed events.

Achieved 40% budget increase of $3.1M budget after demonstrating 70% increase in program participation.

Saved $30K in fines by correcting Marina compliance issues, even winning Clean Marina Award.

Exceeded projected revenues for annual Halloween program by over $7K. CITY OF ORLANDO Orlando, Florida 2005-2009

Central Florida municipality with ~224K population within 2.2M person metropolitan area; ~675 staff members. Area Manager

Headed operations & collaborated on strategic direction for 21 centers, 12 pools, and 40 athletic fields. Controlled

$9.1M budget. Served as community liaison. Contributed to design/opening of 2 new centers. Successfully deployed adult-learning modalities to result in successful orientation, employee continued education, and leadership training.

Lowered budget by $1.8M without layoffs or service cuts through effective prioritization and resource allocation.

Directed Mayor’s flagship program for at-risk inner city youths: Parramore Kidz Zone- Attained Robert Wood Johnson Foundation funding, among few programs nationwide to earn maximum amount allowed, by exhibiting superior program dedication to community with documented prior success.

Successfully investigated and arbitrated employee relations matters with persistent pursuit of the facts.

Decreased disciplinary action and staff turnover by 60% by launching summer camp training program.

Nurtured staff development and participant success, with 25+ employees promoted to higher roles, and 18+ adolescent program attendees trained through Junior Counselor program and hired as permanent staff.

Engelwood Community Center recognized with visit from Senator Hillary Clinton- coordinated event with the advance team.

ORANGE COUNTY PARKS & RECREATION Orlando, Florida 2000-2005 Department within Orange County Government, comprised of 10 cities with 2.2M population. Senior Center Director: Marks Street Senior Recreation Complex Led program development and facility operations. Planned large-scale events. Controlled budget and created policy & procedure on cash management. Recruited, trained, developed and retained staff. Performed audits and ensured compliance.

Drove revenue through increased facility rentals by managing capital projects involving renovation of ballroom, full- service kitchen, and facility exterior in compliance with Historical Preservation Society regulations.

Collaborated with project management on capital planning for $5M project designing new senior center.

Marks Street Senior Recreation Complex gained White House Recognition & national acclaim for exceptional Fitness Program, with visits from President George W. Bush, Governor Jeb Bush, and Senator Mel Martinez- coordinated, planned, and implemented event with White House Advance Team

Garnered extensive televised media coverage from these and other influential visits, as well as earned special recognition from White House Advance Team, media, and Secret Service for flawlessly executing events.

Invited to NBC special round table discussion focused on community, following Presidential visit. EDUCATION and ADDITIONAL PROFESSIONAL DEVELOPMENT

Bachelor of Business Administration in Management, Strayer University, Orlando, Florida Certified Parks & Recreation Professional (CPRP) Aquatic Facilities Operator (AFO) Certification Pending Senior Professional in Human Resources (SPHR) Examination Scheduled, 2017 Six Sigma Green Belt Certified Lean Management Certificate Certified Professional in Learning & Performance (CPLP) pending TECHNICAL SKILLS

Kronos PeopleSoft Class Rec Ware RecTrac Munis Extranet WorkTrac Wayne Reaves Workday Financial Management Workday Human Capital Management (HCM) UltiPro Supply Pro Microsoft Office Suite (MS Word/MS Excel/MS PowerPoint/MS Outlook) Microsoft Publisher Microsoft Project PROFESSIONAL MEMBERSHIPS

Society of Human Resource Management (SHRM) National Recreation & Parks Association (NRPA) Florida Recreation & Parks Association (FRPA) Association of Talent Development (ATD) American Management Association National Association of Professional Women (NAPW)

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