Erica Davis

• Developed and maintained long-term relationships with 25 clients, fostering strong service bonds and encouraging return patronage.
• Delivering sophisticated demonstrations, proposals, and presentations to current customers and potential partners.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Created customer support strategy to increase customer retention.
• Worked independently with minimal supervision.
• Built relationships with local community partners to promote long term business growth. For example: Kauffman, Health Forward, UMB, Ability KC.
• Negotiated prices, terms of sales and service agreements.
• Enforced use of required processes and tools for partnership management.
• Secured major donations for CNP Credential through donor cultivation and relationship building to send 5 learners through program at free of cost.
• Fostered a strategic partnership between a prominent funder and a renowned high school to achieve a longstanding objective of establishing a CNP (Certified Nursing Program) at the high school level.
• Actively advocated and implemented initiatives aimed at enhancing diversity, equity, and inclusion within the organization. I have leveraged my influence to revise board bylaws, cultivate an inclusive employee culture, and establish scholarships specifically targeted towards BIPOC individuals.

Operations

• Facilitated cross-functional interdepartmental communications resulting in enhanced workflow.
• Manage an operating budget of up to $2.5-3M.
• Oversaw team of at least 37-50 full-time personnel focused on programming and development in 5 School Districts.
• Trained and guided team members to maintain high productivity and performance metrics.
• Ability to handle highly confidential information appropriately, exercise discretion, and remain sensitive to individual situations and needs.
• Commitment to excellence, innovation, creativity, teamwork and the ability to work effectively in a collaborative environment.
• Demonstrated excellence in analytical thinking, problem solving, delegation and judgment.
• Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
• Provided ongoing direction and leadership for program operations.

Human Resource

• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
• Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
• Reviewed and screened applicant resumes to identify qualified candidates.
• Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
• Resolved employee complaints and grievances successfully through mediation and collaboration.
• Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
• Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
• Motivated and trained employees to maximize team productivity.

Customer Support

• Develop and maintain positive relationships with partners.
• Maintained customer service policies and procedures, contributing to improved customer retention.
• Generated, compiled and distributed reports of sales leads and up-sell opportunities.
• Engaged proactively with over 1000 customers annually, addressing inquiries, resolving billing issues, and ensuring a seamless customer experience.
• Conducted thorough 360-degree reviews of customer interactions, identifying areas for improvement and implementing strategies to enhance overall satisfaction.

• Consulted with teams on established best practices and process improvements.
• Continually maintained and improved company's reputation and positive image in markets served.
• Met with clients to understand needs and develop proactive solutions.
• Fundraise nearly $100,000 through members, employees, and participant donations.
• Strategically and creatively built high-level relationship-centered strategies to engage donors, members, staff, and volunteers.
• Worked with teammates and volunteers in creating and implement appropriate cultivation and stewardship strategies including strategies to engage new and diverse donors.
• Work with Fundraising Department to steward, recognize, and thank corporate volunteers and donors.
• Track and implement data via Raiser's Edge software.
• Strong organizational skills and self-motivation, and meticulous attention to detail.
• Supporting Fundraising Department in setting up for events, live auction, and silent auction items for Cheers for Challenger.

• Facilitated established training guidelines and curriculum for employee training.
• Developed and maintained courteous and effective working relationships with School District partners.
• Monitored a $500,000 annual program budget.
• Delivered friendly assistance with new hires throughout interviewing and hiring process.
• Screened applicant resumes and coordinated both phone and in-person interviews.
• Organized new employee orientation schedules for all new hires.
• Enhanced supervisory and leadership abilities by overseeing 2 Multi-Site Coordinator, 12 Site Supervisors, and on average 40-60 part-time support staff.
• Checked accrued hours against listed hours for leave time.
• Managed payroll data entry and processing for over 53 employees to comply with predetermined company guidelines.
• Engaged employees and conducted exit interviews to gain complete sense of satisfaction and areas in need of improvement.
• Maintained confidential nature of all employee and company proprietary and privileged information used or observed in course of performing job duties.

• Improved program success of making proactive operation adjustments.
• Identified risks and developed mitigation plans.
• Interviewed and hired talented Directors, Coordinators, Supervisors, Youth Development Leaders, and Youth Development Assistants with expertise in child development to increase moral, quality program and engagement.
• Monitored and maintained compliance with organization, licensing and funding source for program departments.
• Developed and maintain positive relationships with principals, administrators, teachers and school administrative staff.
• Facilitated established training guidelines and curriculum for employee training.