Customer Service Human Resource

Lisa Holland Smith

936-***-**** *********@*****.***

Administrative Operations

Summary

Dynamic leader with a proven history of assessing gaps in workplace processes, operations, and program management to develop streamlined solutions for efficiency and effectiveness. Champions new initiatives from inception to completion, driving maximum results. Adept at developing, coordinating, and leading teams to enhance company performance and organizational effectiveness.

CORE COMPETENCIES

Leadership, Operations, Human Resource & Program Management

Contract & Grant Management, Supervision, Social Services

Client Relations, Case Management, Customer Service, Training & Development

Policies & Procedures, Finance & Budget Management, Federal & State Compliance

HIGHLIGHTS

Increased revenue by 46% through growing client enrollment and participation while decreasing overhead expenses by 26%.

Expanded program budgets by $2.5 million by writing and administering local, state, and federal grants.

As Youth & Family Director, conducted a program review, identified key objectives, engaged the team, and exceeded performance measures within three months, resulting in $400,000 growth.

Recognized with the Outstanding Accomplishment Award as Chairperson of the St. Lucie County Chamber of Commerce Higher Education Taskforce Committee.

EDUCATION

Barry University – Graduated 2003 – GPA 4.0

Master of Science Human Resource Development Administration/Organizational Development

University of Tennessee – Graduated 1998 – GPA 3.75

Bachelor of Science Human Ecology/Industrial Education & Training

Pellissippi Community College – Transferred to UT 1994 – GPA 3.75

Associates of Science Business Technology Management/Computer Science

Certifications

W. C. Wright Licensed Professional Counselor/Texas LPC Supervisor:

Motivational Interviewing – Mediation Current

Edge Learning Institute: Change Management Specialist Current

The Herman Group/ Workforce 20/20: Certified Employee Retention Specialist Current

State of Florida/Dynamic Works Institute: Florida Certified Workforce Professional 2008

National Association of Workforce Development Professionals: Certified Workforce Development Professional 2008

Experience

The Special Angels of The Woodlands

Executive Director • The Woodlands, TX – Full Time 2020 – Present

Manages nonprofit operational administration, contract management, human resource administration, finance management and budgeting, recruiting volunteers, board members, program and front-line staff collaborating with individuals with disabilities, grants, and fundraising. Increased client intake and participation rate by 46%. Provides corporate oversight, compliance and leadership to ensure advanced strategic and operational goals to maximize the value of the public assistance provided to clients within the community. Serves as a liaison and develops relationships with staff, client family members, caregivers, physicians, teachers, donors, sponsors, and community partners. Coaches and provides professional development of staff to ensure smooth flow of business within all State legalities including customer care, operations/office management, security, scheduling, bookkeeping, safety, and staff development. SAMA, CPR, Prevention of Sexual Abuse.

Gulf Coast Trade Center-Raven School

Social Service Director • New Waverly, TX – Full Time 2018 – 2020

Directs activities of professional case managers, providing human resource management for the social services department, case management and crisis intervention to male youth, ages 15-18, for positive direction, program completion and advocacy support utilizing Trauma Informed Care Approach.

Mentored and tutored youth in 9th-12th grade English and HI Set GED preparation. Promoted to Social Service Director after 6 weeks of employment.

Develop program policies adhering to state and federal guidelines, conduct routine audits and evaluations of files; and coaches and evaluate case workers to achieve maximum job performance.

Serves as liaison between student, case worker, probation officer, homes, schools, family services, courts, protective services, doctors, and other contacts assessing students’ immediate needs for successful completion of the program.

Increased revenue by 30% by decreasing the number of audit findings and sanctions in the social service client files.

Montgomery County ISD

Substitute Teacher • Montgomery, TX - Part Time 2017-2018

Mentored, tutored, and assisted youth in 1st-12th graders and IDD students in MISD as a substitute teacher.

Crisis Assistance Center

Director, Programs & Services • Conroe, TX - Full Time 2016 – 2017

Worked collaboratively to advance strategic and operational goals certifying improvements which maximized the value of the public assistance provided to clients within the community.

HUD’s permanent housing grant performance increased by 65% within first 6 months of employment by analyzing contractual obligations, updating policies/procedures, and training all staff to adhere to HUD compliance standards.

Managed human resource administration, collaborating with third-party contractors to ensure compliance with federal laws.

Developed operational, personnel and program policies and procedures resulting in increased staff efficiency.

Montgomery County Youth Services

Chief Program Officer • Conroe, TX - Full Time 2008 – 2016

Provided overall leadership, HR, and oversight of day-to-day operations of the organization. Championed new initiatives, facilitated staff through organizational change process, and implemented strategies into realities which increased organizational effectiveness and performance outcomes.

Increased funding by $2.5 million in grants and grant administration.

Empowered and coached 7 supervisors and 42 direct program staff, which included 4 Youth & Family Crisis Counseling offices, Youth Residential Emergency Shelter, Street Outreach program, collaborative Community Youth Outreach Homeless prevention program, collaborative Child Abuse Prevention program and collaborative Drug & Alcohol Prevention Parenting program; exceeding grant performances outcomes in the 96% percentile.

Developed and implemented continuous improvement methods and professional development training, increased workplace best practices, ensured staff completed continuing education to meet grant compliance and staff licensure.

Youth & Family Director - Conroe, TX - Full Time 2008 – 2016

Provided overall leadership and oversight of day-to-day operations and human resources of counseling department. Hired, mentored, and supervised 3 supervisors and 15 program staff, administered performance evaluations.

Empowered staff to create solutions benefiting clients and the agency. Implemented Solution Focused Brief Therapy, Trauma Informed Care models and client tracking system resulting in improved client services and satisfaction.

Promoted professional development and implemented department policies, goals, and training for all employees by analyzing work-flow processes, identified gaps in services, created solutions and continuous improvement methods for 22 staff in 5 different site locations.

Workforce Development Board of the Treasure Coast

Work Certified Administrator - Port St. Lucie, FL - Full Time 2006 – 2008

Managed operations of the National Work Certified/Work Readiness program.

Increased fees for service sales yielding $1.3M by directing activities of the Work Certified National Work Readiness program, coordinated nation-wide online seminar training modules and train-the-trainer certification process for 16 national instructors, and revised curriculum to meet standards.

Assistant Director of Business Services- Full Time 2000 – 2008

Business Developer/Trainer/Planner/Monitor for Region 20 Workforce Florida

Led the Florida Legislative mandated High Skills/High Wage (Business Services) committee implementing State initiatives at a regional level collaborating with Economic Development organizations, Educators, and Employers within Treasure Coast region, exceeding goals and rated top 4, out of 24, Workforce Boards.

Managed a $250,000 budget and coordinates the region's Employed Worker training program providing direction to 80 employers on industry specific skills upgrade training of 320 employees.

Implemented and coordinated quality-training programs and work-flow process improvements strategies where 100% employees received their state and national Certified Workforce Professional status.

Encouraged collaboration of all Education entities and the Economic Development board, created on-line survey tools, identified gaps in higher educational training needs, and created an on-line main list of all educational programs to increase awareness of and promote higher education programs in the community.

Fort Pierce Housing Authority

Human Resource Specialist - Fort Pierce, FL- Full Time 1999 – 2000

HR professional delivering performance excellence practices, policies, procedures, and professional development of staff.

Directed recruitment and retention strategies for 12 supervisors, 40 staff and maintained the HR compliance database.

Created and reviewed job descriptions, job postings, performance evaluations and promotion regulations, performed cost analysis on benefit plans, adhering to EEOC, ADA and federal compliance laws.

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