Talented administrator highly successful at motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with talent for thinking outside box for creative solutions.
Overview
11
11
years of professional experience
Work History
Business Relations and Process Development Manager
Westside Appliance Repair
Urbandale, IA
10.2022 - Current
Improved efficiency and effectiveness of performance and management of processes across departments.
Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
Analyzed steps of activities to discern existence of business processes for formalization.
Represented company and promoted products at conferences and trade association meetings.
Developed and implemented process flow improvement and standardization projects.
Conducted thorough investigations of employee activities to identify and target operational and behavioral discrepancies.
Documented and updated job descriptions as well as implemented wage surveys.
Sales Administrator
EFCO
Des Moines, IA
07.2022 - 09.2022
Updated spreadsheets and databases to track, analyze and report on performance and sales data.
Coordinated travel arrangements by booking airfare, hotel and ground transportation.
Processed expense reports for executive team.
Drafted agendas, recorded minutes and created documents for meetings.
Entered data into Salesforce and ProjectPlan to maintain correct and complete accounts.
Processed contracted projects and all online orders.
Intake Specialist
Purfoods
Des Moines, IA
12.2020 - 07.2022
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions while exceeding 50 per day quota at 100% accuracy
Documented patient medical information, case histories and agency details to facilitate timely billing
Identified areas of weakness and recommended process improvements
Investigated and resolved accounting, service and delivery concerns
Organized activities to promote learning and increase employee engagement.
Inside Sales Coordinator
Temporary Agencies
Iowa
04.2019 - 12.2020
Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
Researched and produced daily financial reports.
Used NetSuite CRM to maintain detailed vendor logs and account records.
Processed 100% of customer orders and resolved questions and concerns regarding products, pricing and availability.
Mentored new hires, resulting in stronger staff development and increased productivity.
Eliminated process gaps by implementing new methods of standardized training.
Inventory Control Manager
Hy-Vee Inc.
01.2016 - 03.2019
Overhauled operational workflow to launch Hy-Vee Fresh Commissary into correctly using processing platform
Led cross-department initiatives to develop and pursue cost reduction programs while maintain inventory
Oversaw hiring and training of new employees requirements based on daily workload and company targets
Conducted inventory audits with 98% accuracy following all procedures
Managed scheduling and work flow task delegation for team members
Maintained control of cycle counts, physical inventory and traced discrepancies between inventory records
Founder, Owner, and Practitioner
Massage United
01.2014 - 08.2018
Conducted target market research to scope out industry competition and identify advantageous trends
Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations
Helped patients manage acute and chronic pain with massage and restorative techniques
Developed key operational initiatives to drive and maintain substantial business growth
Education
Licensed Massage Therapist -
Aveda Institute Of Des Moines
6905 Mills Civic Pkwy #120 West Des Moines
2014
Associate of Science - undefined
Des Moines Area Community College
2006 South Ankeny Boulevard, Ankeny, IA 50023
2009
Skills
Process development and implementation
Analytical skills
Customer Service
Office Administration
CRM Software Management
Microsoft Products
Operational Improvements
Timeline
Business Relations and Process Development Manager
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA
<p>• Led the full project lifecycle of HR initiatives, including workforce planning, policy development, and process improvement.<br>
• Created and managed detailed project plans, schedules, and budgets to ensure timely and efficient execution.<br>
• Coordinated cross-functional teams to deliver HR projects on schedule while maintaining compliance with organizational standards.<br>
<br>
<strong>Compensation, Benefits & Payroll:</strong><br>
• Oversaw end-to-end payroll administration, ensuring accurate and timely employee payments.<br>
• Managed employee compensation and benefits programs, aligning them with market standards and company objectives.<br>
• Addressed payroll discrepancies and provided solutions to maintain smooth operations.<br>
<br>
<strong>Policy Development & Compliance:</strong><br>
• Developed and implemented company-wide HR policies to enhance workplace efficiency and employee satisfaction.<br>
• Ensured compliance with labor laws and Ministry of Human Resources regulations, mitigating legal risks.<br>
• Advised leadership on labor law updates and best practices in employee relations.<br>
<br>
<strong>Talent Acquisition & Onboarding:</strong><br>
• Directed full-cycle recruitment processes, from sourcing and interviewing to hiring and onboarding.<br>
• Managed international hiring, including visa processing, embassy coordination, and relocation support.<br>
• Optimized onboarding programs to ensure a smooth transition for new employees.<br>
<br>
<strong>Employee Relations & Engagement:</strong><br>
• Served as a primary point of contact for employee concerns, providing effective conflict resolution.<br>
• Maintained accurate records for attendance, leave, and performance management.<br>
• Prepared employment contracts and offer letters in compliance with legal and company standards.<br>
<br>
<strong>Strategic HR Leadership:</strong><br>
• Collaborated with senior management to align HR strategies with business goals.<br>
• Analyzed HR trends and provided recommendations to enhance workforce planning and development.<br>
</p> at Saudi Central Bank<p>• Led the full project lifecycle of HR initiatives, including workforce planning, policy development, and process improvement.<br>
• Created and managed detailed project plans, schedules, and budgets to ensure timely and efficient execution.<br>
• Coordinated cross-functional teams to deliver HR projects on schedule while maintaining compliance with organizational standards.<br>
<br>
<strong>Compensation, Benefits & Payroll:</strong><br>
• Oversaw end-to-end payroll administration, ensuring accurate and timely employee payments.<br>
• Managed employee compensation and benefits programs, aligning them with market standards and company objectives.<br>
• Addressed payroll discrepancies and provided solutions to maintain smooth operations.<br>
<br>
<strong>Policy Development & Compliance:</strong><br>
• Developed and implemented company-wide HR policies to enhance workplace efficiency and employee satisfaction.<br>
• Ensured compliance with labor laws and Ministry of Human Resources regulations, mitigating legal risks.<br>
• Advised leadership on labor law updates and best practices in employee relations.<br>
<br>
<strong>Talent Acquisition & Onboarding:</strong><br>
• Directed full-cycle recruitment processes, from sourcing and interviewing to hiring and onboarding.<br>
• Managed international hiring, including visa processing, embassy coordination, and relocation support.<br>
• Optimized onboarding programs to ensure a smooth transition for new employees.<br>
<br>
<strong>Employee Relations & Engagement:</strong><br>
• Served as a primary point of contact for employee concerns, providing effective conflict resolution.<br>
• Maintained accurate records for attendance, leave, and performance management.<br>
• Prepared employment contracts and offer letters in compliance with legal and company standards.<br>
<br>
<strong>Strategic HR Leadership:</strong><br>
• Collaborated with senior management to align HR strategies with business goals.<br>
• Analyzed HR trends and provided recommendations to enhance workforce planning and development.<br>
</p> at Saudi Central Bank
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange