Customer Service Officer

TRACY

KNOFLA

***********@*****.***

Guilford, Connecticut

06437

SKILLS

Relationship Building

Active Listener

Volunteer Management

Customer Relationship

Management

Performance Appraisal

Willingness to Learn

Presentation Development

and Delivery

Conflict Resolution

Embraces Change

Teambuilder

EDUCATION

Southern Connecticut State

University

New Haven, CT

Master of Science: Recreation

and Leisure Studies

Bachelor of Science:

Recreation and Leisure Studies

PROFESSIONAL SUMMARY

Mission-driven, happy, and passionate professional, committed to helping organizations develop more engaged and effective staff; grow a positive culture through professional and leadership development; promote

collaboration among departments; and create an

environment of understanding, respect, and inclusion as the organization’s goals are realized.

WORK HISTORY

Girl Scouts of Connecticut - Chief Mission Delivery and Inclusion Officer

North Haven, CT 07/2019 - 01/2022

Coached and supervised six department directors, representing 2/3rds of the organization’s workforce.

Responsible for success in core mission services: membership, product sales, programming, summer

camp, and community outreach.

Served as organization's first Inclusion Officer.

Collaborated with volunteers to create organizational success.

Mentored a staff member to be a more effective

leader.

Trained staff and volunteers on important

organizational topics.

Girl Scouts of Connecticut - Director of Volunteer Engagement

North Haven, CT 09/2017 - 06/2019

Supervised three staff members.

Modernized and streamlined council volunteer

education.

Supervised creation of online educational programs. ACCOMPLISHMENTS

Presented with Girl Scouts of

CT “Risk Taker Award” 2020

Presented with Council Staff

Appreciation Award 2019

President of the North End

Colony Lake Association

Guilford, CT 2016-present

Author of: Thriving in Chaos -

Reclaim the Joy in your Crazy

Life 2007

Published “Thriving Tips”

online for 1,200+ monthly

readers from 2005-2019

Author of approximately 25

articles for various

professional publications

Worked closely with organization volunteers to assess training needs.

Facilitated in-person and on-line classes for

volunteers.

Became cultural leader within organization.

High Impact Training - Co-Owner and Featured Speaker St. Cloud, MN 01/1994 - 12/2020

Responsible for co-creation and daily decision-making for nationally recognized training and development company.

Developed extensive offering of customized

professional development workshops.

Speaker/facilitator/consultant on topics such as: Customer Service, Organizational Effectiveness,

Conflict Resolution, Leadership Development,

Diversity, Etiquette, Teambuilding, and Thriving in Chaos.

Developed company marketing strategies.

Wrote/edited promotional copy for flyers and

brochures.

Represented company at national conferences.

Sought-after presenter and keynote speaker.

Gladeview Rehabilitation and Health Center

Director of Therapeutic Recreation

Old Saybrook, CT 04/1997 - 06/2000

Kept recreational activities within budget, while appealing to a substantial number of people, offering interesting social, educational, and therapeutic

recreational activities to increase quality of life.

Communicated effectively with residents, medical staff, families, and community members by actively listening, offering respect, and being positive.

Created volunteer program to help with residential activities and supplement staff functions.

Tracy Knofla ***********@*****.*** page 2

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