Operations Management/Customer Service Agent/

SUMMARY OF QUALIFICATIONS

Twenty years of experience in Executive general management, operations and human resources management

Leadership capability supervising in diverse and multicultural environments

Detail oriented with strong analytical, managerial, and administrative experience

Organized critical thinker focused on completing complex company-wide projects

Proficient in budget management in adherence to company deadlines and goals

Resilient interpersonal skills fostering internal and external relations with focus on staff development

Microsoft Office® including Word, Excel, PowerPoint, & Outlook experience

EDUCATION

Master of Arts in Organizational and Human Resource Management

University of Phoenix, Philadelphia, PA 2003-2005

PROFESSIONAL EXPEREINCE

October 2020 – Present

Horsey, Buckner & Heffler, Public Accounting Firm

Administrative, Management Consultant

January 2020 to December 2021

Guest Services Associate Residence Inn, Berwyn, Pa

Provide exceptional customer service to arriving guests.

Ensure guest have a great experience as they encounter front desk

Address and document guest issues/concerns.

Maintain working knowledge of the Fosse System

April 2019 to December 2019

Management Consultant /Operations Manager Jidan Cleaning Services

Interview, hire and schedule training for new hires for commercial cleaning company.

Interface with clients.

Weekly, monthly visits to client sites.

October 2018 to April 2019 African American Museum Philadelphia, PA

Manager, Visitor Services

Oversee all administrative, managerial and budgetary aspects of the Visitor’s Services Department

Responsible for strategic planning and marketing goals

Responsible for the daily scheduling, supervision, and management of all visitor service, events and gift shop, employees and/or volunteers

Demonstrate exemplary customer service and exceptional visitor experience

Other administrative duties as assigned

June 2017 to October 2018 Philadelphia Mental Health Care Corp. Philadelphia, PA

Health Services Social Worker for IDS

Intake coordinator for children birth to 3-years of age

Responsible for registration and admission of incoming clients

Utilized judgment relating to the organization’s service delivery and marketing objectives

Ensured satisfaction of families and consumers with services and support systems

Supported partnerships with medical surgical hospitals, community mental health centers, educational institutions, managed care organizations, local health professionals, and other social service agencies

August 2016 to June 2017 David’s Bridal Feasterville, PA

Operations Manager

Supervised daily functions of specialty retail store

Recruited, trained, and managed customer service staff

Implemented operational strategies to drive productivity, profitability, and customer satisfaction

Ensured project/department milestones/goals were met adhering to approved budgets

June 2016 to August 2016

Project Manager/Consultant Telrose Corporation Philadelphia, PA

Recruited, trained, and managed 100+ employees for Democratic National Convention

Coordinated internal resources for execution of merchandise

Managed all resources to establish, prioritize and monitor task execution to deliver merchandise to eight pop-up stores within budget and time constraints

Established and maintained relationships with third party/vendors

Managed amendments to project scope, schedule, and costs by involving stakeholders and ensuring feasibility

December 2000 to January 2015

National Administrative Operations Manager Mitchell & Titus, LLP Philadelphia, PA

Supervised the management and operations of regional CPA firm offices (PA, NY, IL, NJ, and D.C.)

Coordinated the construction and renovation of several of the firm’s office re- locations

Managed firm-wide travel for over 170 employees within budgetary guidelines

Assisted with development of employee travel policies and procedures

Facilitated recruitment, training, coaching, counseling and performance appraisals for office staff

Fostered interdepartmental collaboration for improved operational efficiency and effectiveness

Other administrative duties as assigned

1997 to 2000

Manager, Provider Services QUAL MED Plans for Health Philadelphia, PA

Recruited, trained and managed staff of 8 provider Services Representatives, Admin. Assistant and Receptionist

Managed all aspects of the physician, and hospital networks day to day concerns as it related to database management and claims in five counties Ongoing collaboration with Health Services, Utilization Mgmt. and Prior Authorization Departments

PROFESSIONAL AFFILIATIONS

April 2013 to present Member, Dawn Staley Awards Committee Philadelphia, PA

April 2001 to present Member, DBL Phoenix Awards Committee Philadelphia, PA

January 2001 to June 2012 Member, City of Philadelphia MEDWEEK Committee Philadelphia, PA

Finance Chair

REFERENCES

Furnished Upon Request

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