EMILY YASKOWSKI
Oreland,Pennsylvania
Summary
Consummate professional with over 15 years of accomplishments achieved by exceeding goals, optimizing resources, and cultivating sustained relationships.
Collaborative leader with dedication to partnering with internal and external stakeholders to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
Work History
Director of Client Support Services
AIM Institute for Learning & Research
07.2023 - Current
- Leads team of two Client Support Services team members and - in conjunction with Professional Development team – manages team of over 100 facilitators; which includes building skills and capacity in both individual members and team
- Responsible for execution of department's strategic goals as part of organization’s overarching strategic plan; creating and implementing timelines, staffing requirements, and funding requirements to achieve key organizational goals
- Proven change manager – implements organization-wide processes, techniques, and tools to maximize business goals and outcomes
- Creates team and program dashboards to track qualitative and quantitative data, task tracking and goal completion, and budgets; analyzing and utilizing data to steer programmatic decisions
- Administers Institute budget (AP/AR) and financial management tools
- Collaborates between numerous Institute departments and teams to avoid duplication and missed opportunities; and to create holistic solutions to problem-solving
- Developing Continuity of Operations Planning (COOP) to proactively address possible interruptions to daily operations
- Quality control via satisfaction surveys, workflow improvements, and establishing clear and consistent communication requirements to manage stakeholder expectations
- Managed existing and developed new client relationships, identifying risk and growth opportunities.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
- Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
- Developed new employees and on-going performance assessment of current employees.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation of proactive work environment.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Encouraged creative thinking, problem solving, and empowerment to improve morale and teamwork.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Designed metrics to support customer and market-driven culture and address company priorities.
- Accepted and processed payments, updated accounts and issued receipts.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
Senior Client Support Services Manager
AIM Institute for Learning & Research
08.2022 - 07.2023
- Manages facilitator and vendor relationships
- Liaison with HR Department to assist in managing part-time facilitator contracts and payments
- Manages documents for payment for over 100 part-time facilitator substitutes in tandem with HR Department
- Liaison with business department to prepare for payment process
- Supports training and on-boarding of new facilitators
- Creates and manages vendor registrations and contracts for state departments of education; tracks state requirements for literacy training or competencies
- Keeps database of newly released literacy legislation and funding
- Tracks RFP announcements and supports completion of RFP submissions
- Serves as Training Coordinator for multiple product lines
- Manages client correspondence, including informational, membership, renewal, and follow-up correspondence
- Troubleshoots client concerns or problems
- Gathers continuing education credit information for state reporting and college credits
- Coordinates packaging and shipping of training and conference materials
- Manages and monitors calendar for Institute
- Tracks registration of AIM Pathways and Wilson training
- Liaison with business department to process for invoicing
- Configures new courses and cohorts in Learning Management System
- Runs LMS Status Reports to track participant and financial performance
- Creates landing pages for clients
- Updates website and platform as needed
- Coordinates and assists with Institute events, including Annual AIM Research Symposium including communication with researchers and other speakers
- Coordinates and books travel for AIM Institute team members
- Assists with Implementation support with client on-boarding and reporting
- Work closely with new clients to implement AIM Pathways courses
- Assists with on-boarding of new clients
- Operate cross-functionally throughout organization, communicating customer needs and project objectives to multiple stakeholders in organization.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Director of Operations and Strategic Initiatives
VisionLink (formerly ASB)
05.2019 - 08.2022
- Responsible for execution of agency’s strategic plan; creating and implementing timelines, staffing requirements, and funding requirements to achieve key organizational goals through effective staffing and prudent fiscal management
- Proven change manager
- Implemented organization-wide processes, techniques, staffing, and tools to maximize business goals and outcomes
- Implement infrastructural improvements through streamlining and automating organizational systems for enhanced functionality
- Successful divestment of production floor
- Providing oversight and ensured compliance with Federal contracts
- Developed and implementation of agency safety plans
- Deconstructed processes and created agency-wide policies encompassing administration, human resources, technology, finance, programmatic, facility & safety, and development
- Provide systemic support while acting as Operational Liaison to Board of Directors
- Created e-Communication Plan
- Created board and staff intranet, instituted targeted messaging, strategized social media contact point, modernized and maintained agency website, and digitized outreach materials for client, donor, and community outreach materials
- Established and maintained strong relationships with customers, vendors, and strategic partners.
- Managed financial, operational, and human resources to optimize business performance.
- Collaborated with legal, accounting, and other professional teams to review and maintain compliance with regulations.
- Initiated strategy to drive company growth and increase market share and profitability.
- Formulated and executed strategic initiatives to improve product offerings.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Cultivated company-wide culture of innovation and collaboration.
- Oversaw business-wide changes to modernize procedures and organization.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Monitored key business risks and established risk management procedures.
- Created succession plans to provide continuity of operations during leadership transitions.
- Devised and presented business plans and forecasts to board of directors.
- Oversaw divisional marketing, advertising, and new product development.
- Communicated business performance, forecasts, and strategies to investors and shareholders.
- Directed technological improvements, reducing waste and business bottlenecks.
Regional Account Manager
Department Of Health And Human Services
11.2011 - 05.2019
- As a federal contractor, oversaw all operational and facility needs for 340 employees and 70K SF footprint, including a four-year, $13M relocation project
- Project manager for three life cycles for the implementation of room reservation/space utilization software
- Responsibilities encompass writing white paper, needs assessment, accessibility compliance, program requirements, product branding, user acceptance testing, demonstrations, training materials and training, product roll-out, managing resource, and troubleshooting product
- Investigate complaints, disturbances, and violations
- Resolve problems following Occupancy Agreement and Federal regulations
- Negotiate government contracts, determine priorities, and meet financial and operational obligations
- Oversight and implementation of Federal employee and contractor accreditation process
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Contributed to event marketing, sales, and brand promotion.
- Built relationships with customers and community to promote long term business growth.
- Developed, maintained, and utilized diverse client base.
- Contributed to team objectives in fast-paced environment.
- Gained customer trust and confidence by demonstrating compelling, persuasive, and composed professional demeanor.
- Maintained current knowledge of evolving changes in marketplace.
- Stayed current on company offerings and industry trends.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Presented professional image consistent with company's brand values.
Executive Director (Acting), Associate Director
Center for Independent Living
12.2005 - 11.2011
- Program development and oversight
- Responsible for full range of human resource functions; staff and volunteer management, hiring and termination, managing benefits and payroll administration
- Financial responsibilities; preparing budgets, grant writing, fundraising, and bookkeeping
- Community engagement through education, conferences, maintaining an online presence, and direct mailings
- Develop and implement annual fundraising plans for strategies and goals of acquiring, renewing, and upgrading individual and institutional donor support
- Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
- Built relationships with donors, government officials and other organizations to secure funding and support for organization.
- Exercised appropriate cost control to meet budget restrictions and maximize profitability.
- Represented organization to local public by giving presentations and speeches and participating in community events.
- Built and maintained strong company teams by hiring and training qualified staff to create positive and productive work environments.
- Monitored compliance with laws and regulations to protect organization from legal liabilities and penalties.
- Advocated for organization and company mission to raise awareness and support.
- Developed and implemented organizational strategies to achieve set goals and objectives and secured long-term success.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Aligned department vision, goals, and objectives with company strategy to achieve consistently high results.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Created promotional materials and provided insightful information to social media, websites and print media to educate public.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Defined company roles and responsibilities to establish and enhance processes.
- Conducted top-tier media interviews, highlighting key messages of major developments and enhancing company reputation.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance.
- Represented organization at industry conferences and events.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Initiated strategy to drive company growth and increase market share and profitability.
- Formulated and executed strategic initiatives to improve product offerings.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Cultivated company-wide culture of innovation and collaboration.
- Oversaw business-wide changes to modernize procedures and organization.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Monitored key business risks and established risk management procedures.
- Created succession plans to provide continuity of operations during leadership transitions.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Devised and presented business plans and forecasts to board of directors.
- Oversaw divisional marketing, advertising and new product development.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Founded performance- and merit-based evaluation system to assess staff performance.
- Communicated business performance, forecasts and strategies to investors and shareholders.
- Directed technological improvements, reducing waste and business bottlenecks.
Education
Master of Publication Administration - Nonprofit Management
Walden University
Minneapolis, MN05.2010
Bachelor of Arts - English, Communications
Ursinus College
Collegeville, London, PA05.2002
Skills
- Logistics Management
- Business Planning & Development
- Project Management
- Operations Management
- Staff Management
- Strategic Planning
- Budget Management
- Verbal and Written Communication
- People Management
- Crisis Management
Licenses
Licensed Notary in the Commonwealth of Pennsylvania and an E-Notary
Timeline
Director of Client Support Services
AIM Institute for Learning & Research
07.2023 - Current
Senior Client Support Services Manager
AIM Institute for Learning & Research
08.2022 - 07.2023
Director of Operations and Strategic Initiatives
VisionLink (formerly ASB)
05.2019 - 08.2022
Regional Account Manager
Department Of Health And Human Services
11.2011 - 05.2019
Executive Director (Acting), Associate Director
Center for Independent Living
12.2005 - 11.2011
Master of Publication Administration - Nonprofit Management
Walden University
Bachelor of Arts - English, Communications
Ursinus College
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