Travel Agent Customer Service
Resume:
Kathy Gress
Springfield, MO 65803 • 417-***-****
Qualification Summary
Results-driven director with proven success in overseeing day-to-day operations, providing top-tier leadership, cultivating business partnerships, delivering supreme customer service, maintaining regulatory compliance, and developing educational programs serving economically and culturally diverse communities.
Proficient in sourcing/securing potential candidates using skills-based hiring techniques, promoting DEI initiatives, upskilling/reskilling workforce, and integrating employee feedback into people-focused initiatives to facilitate well-informed decision-making. Adept at assisting in conducting audits, identifying/mitigating adverse risks, and formulating robust strategies to drive operational efficiency. Expert in leading training/development initiatives, evaluating employee needs/performance, and fostering culture of continuous improvement to maximize employee engagement. Instrumental in mentoring diverse teams and fostering strong relationships with clients and stakeholders to meet strategic goals.
Areas of Expertise
•Professional Development & Growth
•Diversity, Equity & Inclusion
•Budget Management
•Hiring & Recruiting
•Employee Engagement & Satisfaction
•Strategic Planning & Execution
•Talent Acquisition & Retention
•Program Development
•Continuous Process Improvement
•Multi-disciplinary Collaboration
•Team Building & Mentoring
•Performance Evaluation
Career Experience
Director, Columbia College, Springfield, MO 2008 – Present
Prepare and manage annual budget for multiple vital areas, such as staff/faculty payroll, retention, marketing, and public relations. Oversee all day-to-day operations of four-year college global site in accordance with established policies. Devise employee development initiatives and team-building activities while fostering collaboration among departments to meet strategic goals. Streamline all functions of financial, accounting, admissions, safety and security, facilities, and technology services by coordinating with multi-disciplinary departments. Spearhead all operational facets of delivering college coursework while maintaining schedule of 48 weeks per year to fulfill educational needs of students. Provide support to Higher Learning Commission in audits to verify institution’s compliance with accreditation standards. Report directly to Senior VP and participate in special project committees, including program/professional development and diversity, equity, and inclusion initiatives, contributing to institution's growth and commitment to excellence.
●Orchestrated relocation of extended campus, leading to achieving 62% growth.
●Attained high levels of customer satisfaction and loyalty by delivering superior service.
●Ensured qualified and diverse workforce by hiring, recruiting, and securing potential candidates.
●Maintained safe academic environment by analyzing issues and implementing disciplinary actions.
●Validated integration of organization's mission statement in all operational facets and decision-making.
●Boosted community engagement and strengthened business partnerships to drive college presence/outreach.
●Acted as Title IX officer and deployed robust initiatives to address gender equity and sexual misconduct concerns.
●Supervised new employees and monitored performance of faculty and staff to foster high-performing teams.
●Leveraged in-depth knowledge of financial aid and veteran's services and crafted materials for executing Veteran compliance audits.
●Headed regional training sessions on course development, mentored new instructors, and conducted continuous assessments to assure alignment with curriculum standards and educational objectives.
Additional Experience
Extension Site Supervisor, Ozarks Technical Community College, Lebanon, MO
Adjunct Instructor, Ozarks Technical Community College, Lebanon, MO
Education
Master of Science in Education – Major in English, 3.97 GPA
Drury University, Springfield, MO
Bachelor of Science – Major in English
Drury University, Springfield, MO
Graduated Magna Cum Laude Scholarship- Kalos Karma Chapter of American Business Women’s Association
Associate of Science in English, Dean’s List
Drury University, Springfield, MO
Technical Proficiencies
Colleague UI D2L Brightspace WebFOCUS Salesforce AVISO MS Office Zoom Microsoft Teams Mongoose
Professional Development
Communicating with Confidence
Performance Improvement Plans
Holding your Team Accountable
Bill George on Self-awareness, Authenticity, and Leadership
Become a Trauma Informed Leader
15 Secrets Successful People Know about Time Management
Missouri Employment Conference, 2022 – 2023
Missouri State University Collaborative Diversity Conference, 2022, 2023
Columbia College Global Leadership Conference, 2023
Missouri Society for Human Resource Management, 2022
Springfield Area Human Resource Association Conference, 2018, 2021, 2022, 2023
Understanding Races and Ethnic Backgrounds for DEI, 2023
Awards & Honors
2019 Frazier Moon Location of the Year Award
Affiliations
Member of Springfield Area Human Resource Association, since Jan 2019
Greater Missouri Leadership Foundation – Class of 2023
Southwest Missouri Higher Education Alliance
Sigma Beta Delta
Volunteer Work
Humane Society of Southwest Missouri, Boys and Girls Club, Mers Goodwill Excel Center
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