Manager Customer Service

Lennon Prothro-Jones

New York, NY *****

******.************@*****.*** - 646-***-****

o A professional committed to having a positive impact on the world and those around him. o Dedicated to an assessment-driven leadership style based on mentorship, social justice, and a transformational approach.

o Demonstrates continued success at developing teams and individual to maximize their strengths, limit their weaknesses and provide tools for continued success. o Proven success at managing high diverse, international and multi-cultural learning and work environments by being able to identify/meet needs, manage conflict and facilitate cross cultural dialogue. o Oversee the development, implementation and assessment of department/university initiatives, such as: First Year Experience; Graduate Student Communities; Living Learning Communities; Greek Life Housing; Conference Housing and Short Stay programs; RA Training; Professional Staff Training; Behavioral Intervention Team; Emergency Response Team; Curriculum and Research Committee; to name a few areas of experience.

o Create standard operation functions, such as: front desk protocols; maintenance request protocols; complaint and dispute processes; and maintain all records of daily/weekly reports. o Responsible for overseeing recruitment and vetting process for hiring staff: develop job descriptions; publications/recruitment materials; resume review; group interviewing organizing; conducting individual interviews; and final selection of new staff.

o Serve as a monitor of staff performance: developing assessment tools; conducting performance evaluation meetings; holding staff disciplinary meetings; creating development plans; gathering self/peer/manager assessment data; and utilizing data for work environment change. o In recent years, been solely responsible for the development, implementation and execution of all aspects of the student experience from a programmatic and resident engagement perspective. This has been done through theory, data and feedback based decision making while collaborating or delegating responsibilities with my reports.

o Fully manage my programming budget for the financial year, justifying decisions based on departmental goals, financial constraints, and forecasting the impact of budget decisions today for next financial years. Overseeing budgets ranging from $20,000 to $300,000. o Develop and train all staff on emergency response and crisis management protocols. Including creating response manuals; mediation and de-escalation guides; training for incident reporting and serve in an on-call capacity to support any situation beyond a staff member’s capability to handle. o Served as a primary conduct officer for 8 years, managing residents/students who violate university or community policies. This process includes: tracking of incidents on-site; identifying parties involved; investigating allegations; conducting meetings with all persons present at alleged violation; discerning if any violation of policy occurred; assigning sanctions and creating development plans for those found responsible. Willing to relocate to: New York, NY - New York, NY Authorized to work in the US for any employer

WORK EXPERIENCE

Assistant Director of Residence Life (Interim)

Residence Life - Arlington, TX - 2016-09 - Present Serve as a member of the Leadership Team (along with General Manager, Assistant General Manager, Director of

Leasing, Village Administrator and Facilities Manager) for the purpose of outlining department structure, function,

protocol and direction of the department in conjunction with the mission and goals of the university.

- Serve in a continually on-call role, responding to major emergency situations and policy violations that occur within the residential community.

- Fully develop procedures and refine emergency response protocols (On-Call Manual).

- Enforce student code of conduct, policies, and mediate conflicts between residents/student staff/professional staff.

- Serve as the primary student conduct officer for Centennial Court, holding meetings, issuing sanctions, and offering

educational and personal growth opportunities as a part of the judicial process.

- Responsible for the hiring, training and supervision of 2 Senior Resident Assistants and 10 Resident Assistants for apartment style residential halls (900 residents).

- Oversee and manage the reception desk staff and customer service approach.

- Facilitate assessment of damages/health and safety within units, as well as responsible for reviewing and processing

appeals made in regards to charges.

- Oversee RA programming; program budget, large scale events, and development of programming guidelines/expectations.

- Serve as department liaison to University Student Conduct, Student Activities, Greek Life, Relationship Violence and

Sexual Assault Prevention, The Learning Center and several other UTA departments. Residential Life Manager

University of Sydney - 2015-09 - 2016-09

secondment agreement)

- Serve as a member of the Leadership Team (along with General Manager, Village Manager and Facilities Manager) for the purpose of outlining department structure, function, protocol and direction of the department in conjunction with the mission and goals of the university (1000 residents).

- Serve in a continually on-call role, responding to major emergency situations and policy violations that occur within the residential community.

- Assist in developing managing policies and procedures: Emergency Management Plan.

- Enforce student code of conduct, policies, and mediate conflicts between residents/student staff/professional staff.

- Serve as primary conduct officer for the Queen Mary Building and Abercrombie Student Accommodation, holding

meetings, issuing sanctions, and offering educational and personal growth opportunities as a part of the judicial process.

- Responsible for the hiring, training and supervision of 3 Residence Life Coordinators and 28 Resident Assistants for traditional and apartment style residential halls (Queen Mary Building and Abercrombie Student Accommodation).

- Facilitate assessment of damages in units, as well as responsible for reviewing and processing appeals made in regards to charges.

- Oversee RA programming; program budget, large scale events, and development of programming guidelines/expectations.

- Oversee Residential Grants Committee, which provides a system for all residents to submit ideas for activities, events and community items for the residence which, if approved, will organise the funding and execution of the event or purchase.

801 Bering Drive #1118

Lennon Prothro-Jones Arlington, TX 76013

e. ******.************@*****.*** p. 415-***-****

- Serve as department liaison to Career Centre, Centre for Education, Student Accommodation Services, Sydney Uni Sports and Fitness, external partners fostering a clear communication line and working relationship between the departments.

Assistant Director

Housing and Residence Life - 2014-07 - 2015-09

Serve as a member of the Leadership Team (along with Director of Housing, Associate Director, and other Assistant

Director) for the purpose of outlining Housing Department structure, function, protocol and direction of the department in conjunction with the mission and goals of the university (1700 residents).

- Enforce student code of conduct, policies, and mediate conflicts between residents/student staff/professional staff.

- Serve in a weekly on-call duty rotation responding to emergency situations and policy violations that occur within the residential community.

- Serve as primary conduct officer for the FYE area, holding meetings, issuing sanctions, and offering educational and personal growth opportunities as a part of the judicial process.

- Responsible for the hiring, training and supervision of 8 Resident Directors for apartment style residential halls.

- Directly oversee the First Year Experience (FYE) communities, consisting of 8 residence halls, 4 Resident Directors, and indirectly provide guidance to their student staffs (900 residents).

- Facilitate assessment of damages in units, as well as responsible for reviewing and processing appeals made in regards to charges.

- Oversee the development of the New University Experience (New "U" Experience or NUX), which served as a structured program for integrating new/incoming residents to both the residence halls and academic community.

- Oversee RA programming; program budget, large scale events, and development of programming guidelines/expectations.

- Serve as the Housing Department liaison to Campus Life and Athletics; fostering a clear communication line and working relationship between the departments.

- Serve as Co-Chair for the WACUCHO 2014-2015 Religious and Spiritual Issues Committee Resident Director

Housing and Residence Life - 2011-01 - 2014-07

- Responsible for the hiring, training and supervision of 7-12 Resident Assistants for apartment residential halls.

- Oversee the general upkeep of two residential buildings ranging from 200-300 beds in an urban setting

(International

House, Clara Gil Stephens Hall, and Half Moon Lofts).

- Enforce student code of conduct, policies, and mediate conflicts between residents/student staff/professional staff.

- Serve in a weekly on-call duty rotation responding to emergency situations and policy violations that occur within the residential community.

- Serve as a conduct officer for the community - holding meetings, issuing sanctions, and offering educational and personal growth opportunities as a part of the judicial process. - Facilitate assessment of damages in units, as well as

responsible for reviewing and processing appeals made in regards to charges. - Oversee RA programming; program

budget, large scale events, and development of programming guidelines/expectations.

- Organize recruitment, elections and advise Resident's Hall Council

- Serve as an active member of the WACE (WACUHO) Conference - Serve as Programming Co-Chair for Northern RAP:

organized, promoted, evaluated, approved all programs for the conference; created logo and program booklet; awarded "Top 10" programs.

- Serve on WACE 2013 Programs Committee

- Serve on WACE 2013 Religious and Spiritual Issues Committee 801 Bering Drive #1118

Residential Life Coordinator

Lennon Prothro-Jones - Arlington, TX - 2008-11 - 2011-01 University of Texas at San Antonio, November 2008 - January 2011

- Responsible for the hiring, training and supervision of 11-15 Resident Assistants for apartment and traditional style

residential halls (1900 residents).

- Enforce student code of conduct, policies, and mediate conflicts between residents/student staff/professional staff.

- Serve in a weekly on-call duty rotation responding to emergency situations and policy violations that occur within the residential community.

- Serve as primary conduct officer for the community, holding meetings, issuing sanctions, and offering educational and personal growth opportunities as a part of the judicial process.

- Oversee the general upkeep of 500-1400 bed spaces having worked in two separate buildings on the University of

Texas campus (University Oaks and Chisholm Hall).

- Responsible for the hiring, training, and supervision of nine (9) Lobby Assistants who serve as a late night resource for residents' needs.

- Facilitate room assignments, transfer requests, assessment of damages in units, as well as responsible for reviewing and processing appeals made in regards to charges.

- Oversee RA programming; program budget, large scale events, and development of programming guidelines/expectations.

- Coordinate delegations of RAs to represent UTSA-CLV at regional conferences, overseeing registration, travel,

lodging, spirit items, and any programs presented.

- Serve on SWACUHO Programming Committee 09-10, SWACUHO Recognition and Awards Committee 09-10,

Housing-Resolutions Committee (reviews accounting disputes), and the UTSA-Campus Crawl Committee

(large scale

alcohol/drug awareness event), UTSA-Greek 101 Committee (education for new students in the Greek community), and the UTSA-Risk Management Symposium Committee - Organize recruitment, elections and advise Resident's Hall

Council

National Communications Coordinator

San Jose State University - 2007-08 - 2008-07

Coordinate delegations of 10- 17 students to represent SJSU at regional and national conferences, overseeing registration, travel, lodging, and spirit items.

- Lead delegation to PACURH 2007 at University of Southern California which won the Large School Spirit Award

- Serve as a liaison between residential life student leaders at SJSU and other universities affiliated within the National

Association of College and University Residential Halls (NACURH) and Pacific Affiliation of College and University

Residential Halls (PACURH).

- Serve as an executive member of the governing council overseeing 4 hall governments with budgets exceeding $60,000 for educational and active programs Resident Assistant

San Jose State University - 2005-07 - 2007-07

- Enforce rules, regulations and mediate conflicts for a building for 1300 residents.

- Program as a means of developing a diverse community and providing opportunity for growth.

- Serve as an active member of adjunct committee for selection, policy and staff input. EDUCATION

Master of Education in Higher Education - Student Development Ashford University

2013-05

BA in Comparative Religious Studies

San Jose State University

2008-05

SKILLS

Microsoft, Leadership Development, Leadership Training, Customer Relationship Management, Customer Service, Risk Management, Risk Assessment, Presentation Skills, Crisis Management, Conflict Resolution, Project Management, Staff Development, Staff Management, Staff Training, Supervising, Supervising, Hiring, Recruiting, Policy Development, Event Planning, Event Management, Event Marketing, Advising, Mentoring, Hospitality

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