Operations & Career Readiness Management Leader

ALLISON JOHNS

*** * *** ****** ******, GA *****

Phone: 813-***-**** Email: **********@*****.***

MANAGEMENT PROFESSIONAL

Supports Operational Excellence to Balance Department Requirements and Team Engagement

PROFESSIONAL PROFILE

Highly effective professional who combines 10+ years of leadership experience with a solid background in metrics-driven, student focused, and customer service environments. Provide operational oversight to balance business requirements and team engagement. Plan, manage and evaluate performance to ensure customers receive high levels of service and the department meets goals, service level agreements, and quality standards.

Support continuous improvement by identifying opportunities and designing procedures and best practices to improve overall operations.

Promote and instill a culture of personal learning and professional development to ensure department success.

Use Key Performance Indicators (KPI) to measure, monitor, and drive customer experience, productivity standards, and company initiatives.

Coordinate department operations to ensure work is completed accurately and compliantly within timelines.

Participated in leadership training programs offered through Ultimate Medical Academy – Foundations and Management Training.

KEY COMPETENCIES

Strategic Planning Policy and Procedure Development (SOP) Evaluation Budget Management

Business Solutions Problem Resolution Quality Performance

Staff Management Staff Development Training Performance Management Operational Streamlining

Relationship Building Team Leadership Team Motivation FERPA Compliance

RELEVANT PROFESSIONAL EXPERIENCE

Ultimate Medical Academy – Tampa, FL 06/2014 – Present

Not-for-profit, post-secondary allied healthcare career academy with online and campus-based education.

SENIOR MANAGER- CAREER READINESS (01/2022 – Present)

MANAGER II– CAREER READINESS (07/2021 – 1/2022)

MANAGER– CAREER READINESS (02/2020 – 07/2021)

ASSOCIATE MANAGER II– CAREER READINESS (01/2019 – 02/2020)

ASSOCIATE MANAGER – CAREER READINESS (03/2018 – 01/2020)

Develop, manage, and coach 16+ Mock Interview Specialists to deliver exceptional customer service to students nearing completion of healthcare programs.

Work collaboratively with Career Readiness Manager to develop strategies, processes, and procedures, establish goals, and resolve problems to meet department and company objectives.

Provide direct leadership to department staff through training, mentoring, and performance management.

Coordinate and implement recognition programs to drive group and individual performance, and improve morale.

Respond to escalated customer service issues and ensure proper resolution.

Monitor calls to ensure compliance with FERPA and company compliance standards.

Oversee Book of Business reporting to ensure accuracy, and monitor and troubleshoot issues.

Key areas of responsibility – calendar accuracy, show rate integrity, call campaign results, daily production, exemptions, packaging goals, student refusals, queue management, and documentation.

SENIOR MOCK INTERVIEW SPECIALIST III (09/2017 – 03/2018)

SENIOR MOCK INTERVIEW SPECIALIST II (03/2018-12/2017)

SENIOR MOCK INTERVIEW SPECIALIST I (12/2017 –06/2017)

MOCK INTERVIEW SPECIALIST III (06/2017-1/2017)

MOCK INTERVIEW SPECIALIST II (1/2017-6/2016)

MOCK INTERVIEW SPECIALIST I (6/2014-6/2016)

Accomplished several promotions since initial employment as a Mock Interview Specialist in June 2014.

Recognized for outstanding performance and recipient of multiple company awards.

Mentored and trained new and tenured staff and Mock Interview Specialist team members.

Consistently met established key performance indicators (KPI) and metrics.

Built student confidence and provided guidance in the interview process to ensure students were career ready.

Served as student liaison to all campus departments, assisted in the development of mock interview scoring guides, and managed population of 150+ students.

Trinity Evangelical Lutheran Church & School – Delray Beach, FL 08/2002 – 09/2011

Private school founded in 1948 with 300+ children in preschool to 8th grade.

ASSISTANT PRINCIPAL / EARLY CHILDHOOD DIRECTOR / SUMMER PROGRAMS DIRECTOR

Managed staff of 45 – 50 employees.

Coordinated and maintained $24K budget for Early Childhood, After School, and Summer Programs.

Developed strategic marketing plan in accordance with Lutheran Church Missouri Synod doctrine.

Administered and coordinated program for childcare and educational programs.

Facilitated entrance examinations Grades K-8.

Oversaw facilities that housed children to supervise and coordinate childcare and educational programs.

Assisted in the redevelopment and restructuring of daily operations including managing the curriculum, overseeing physical facilities, and hiring staff.

Supported ideals of Trinity Lutheran Church and School.

ADDITIONAL PROFESSIONAL EXPERIENCE

Pinellas and Hillsborough County Schools – Florida Substitute Teacher 02/2012 – 05/2014

Trinity Evangelical Lutheran Church & School – Delray Beach, FL Director / Teacher 08/2000 – 08/2002

Advent Lutheran School – Boca Raton, FL Team Leader / Kindergarten Reading Specialist 12/1997 – 08/2000

PROFESSIONAL AFFILIATIONS

Florida Classroom Teachers Association – Member (2002 – Present)

Lutheran Educator Association (LEA) – Member (1999 – Present)

Florida-Georgia District – Lutheran Church Missouri Synod (FL-GA-LCMS) Accreditation Team Member (2009)

Florida Private School Accreditation Team Member (2007 – 2009)

Florida-Georgia District – Lutheran Church Missouri Synod (FL-GA-LCMS) Early Childhood Cabinet Member (2003 – 2007)

EDUCATION & TRAINING

Florida Atlantic University – Boca Raton, FL Bachelor of Arts (BA) Degree – Early Childhood / Elementary Education, 1998

Advanced Level Director’s Credential, 2005 and 2011

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