Adanna Ogbenna

45,000 employee company. Executive Assistant to EVP of Hospital and Ambulatory Services, System Chief Nursing Officer, System Chief Quality Officer

• Calendar Management across different timezones
• Travel planning, including booking flight and hotels for domestic and international
• Submission of expense reports.
• Coordinate Multi- interview plan for Hospital President's and other positions that would fall under the EVP of Hospital and Ambulatory Services
• Coordinate meeting and set up meeting agenda
• Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
• Drafted reports summarizing progress made on projects for review by executive leadership team.
• Maintained records of all documents related to each project including specifications, change orders, invoices.
• Project management
• Conducted regular status meetings with internal teams and external partners to track progress against established milestones.

25,000 employee higher education institutions. Executive Assistant to the President and Project Manager for the Northwest Campus

• Created mantels to help streamline processes
• Developed and maintained documentation for new hires, training materials and benefits
• Reviewed employee time sheets for accuracy and maintained accurate records in company system
• Trained and developed team members on HR and administrative functions
• Developed and improved onboarding practices for New Hires
• Helped management improve appraisal, counseling and performance optimization techniques to maximize workforce satisfaction and productivity
• Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
• Completed payroll processing for over 50 employees
• Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
• Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
• Negotiated contracts with vendors and suppliers based on company objectives and budget constraints.
• Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
• Maintained records of all documents related to each project including specifications, change orders, invoices.

Lead the Creation and Development of a Call Center initiative to help improve customer satisfaction for the Northwest Campus

• Developed employee manuel that help clarify the most common practices that our customers had questions about, which improved customer satisfaction by over 40%.
• Conducted ongoing training that helped the call center representatives become comfortable with with the schools online interface which gave them the confidence in helping the constituents.
• Utilized dispute resolution practices to improve customer service initiatives.
• Recruited, hired, developed, and retained talent for the company.
• Created and implemented procedures for handling customer inquiries and complaints.
• Developed and maintained a team of call center representatives to meet performance standards.
• Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
• Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.

• Facilitated negotiations as a neutral third party
• Assisted in drawing out party interest
• Assisted in composing resolution agreement
• Participated in observations of mediation cases
• Conducted new party intake for new cases to help to prepare for forthcoming cases
• Co-mediated and Mediated cases