Erica Orr
Hilton Grand Vacations
31
years of professional experience
Dynamic professional with a proven track record in excellent customer service, leadership, program management and strategic communication. Adept at fostering team collaboration and implementing innovative solutions. Seeking a position to allow me to utilize my skills to successfully enhance operational efficiency and achieve significant company growth, demonstrating strong business etiquette and critical thinking skills.
Work History
Specialist Loyalty Experience
1 Year 3 Months- Analyzed customer feedback data to identify trends and drive service improvements.
- Implemented quality assurance protocols to maintain high standards in guest experiences.
- Streamlined operational processes to improve efficiency and reduce service time for guests.
- Developed training programs to enhance staff performance and customer service standards.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Incorporated and mastered the use of multiple technology systems and programs to best serve company clients.
Personal Care Provider
29 Years 8 Months- Coordinated and monitored all services for pediatric care, geriatric care, homeschool, adult education, mental health support programs, and estate/home management for numerous families across the United States, including Hawaii.
- Maintained high transitional care management standards while building strong, trusting parent-child relationships and achieving excellent results
- Provided support, care, education and training, and established trust in fostering adult relationships and development, cultivating environmental stability and well-being
- Served as an advocate and developer of strategic planning and management for maintaining a strong foundation for a healthy and balanced mental, socio-emotional and physical well-being for all clients
- Successfully managed business budget, consistently achieving financial balance resulting in increased profitability
- Developed, coordinated and executed set schedules for daily productivity and activities for ages Newborn- 96 years
Business Office Coordinator / Registrar
2 Years- Managed call center for incoming calls, serving as first point of contact for potential and current students and business clients/partners
- Developed quarterly reports for new, returning and withdrawn students; developed quarterly tuition report
- Coordinated and maintained department filing system, including all Academic, business records, student and staff records
- Scheduled meetings for committees or subcommittees called by the President; issued notices and agendas, and often served as a witness or scribe during meetings
- Maintained confidentiality of information regarding business, students, instructors and staff; enforced provision of the Family Educational Rights and Privacy Act
- Received, monitored and managed all work requests submitted and ensured completion in a timely manner
- Maintained standards and procedures for admissions and records; filled all transcript requests
- Served as an advocate and liaison for student experience and success
- Supervised office staff, including hiring, training, evaluation, and development of team members
Quality Control Team Application Specialist (NYERAP)
1 Year- Assisted in the distribution of provision in the form of emergency financial assistance to alleviate crisis situations such as evictions and utility shutoffs in accordance with program guidelines
- Performed intricate screenings of applicants, and detailed application reviews for accuracy and completeness.
- Applied technical and industrial expertise to relevant duties within the value stream, with a focus on the accurate and efficient completion of all assigned tasks
- Identified and implemented process and system improvements, worked in teams providing assistance and overall support, and coordinated ad hoc projects to improve and support business and technology strategies
- Analyzed data, generated reports, and proposed corrective action to ensure that standards are met and operations are in accordance with client specifications
- Spearheaded creating an atmosphere of team unity on a daily basis to boost morale and overall team production and functionality
- Attended regular trainings on software development and evolving trends as it pertains to the industry
- Exercised rapid decision making skills and demonstrated a continuous solution-oriented approach to assist in the many obstacles some residents faced during the approval process
Team Developer/Math Teacher
5 Years- Increased program participation by 98% by implementing a data-driven approach to organizational intern program performance monitoring to ensure that challenging targets are consistently met
- Provided education, training, mentorship and ongoing support to a team of 14 teachers from various backgrounds and subjects, promoting day-to-day classroom routines, a quality culture, and continuous progress
- Proven ability to examine existing processes and operations for inefficiencies and weaknesses prior to implementing creative solutions
- Conducted weekly meetings and devised efficient evaluation procedures to ensure interns carried out their jobs and obligations
- Led daily interactive meetings with teachers, ensuring that all members were present and engaged
- Collaborated with the Head of School to address updates on general classroom management, program evaluations, and classroom curriculum evaluation
- Managed a classroom of 48-52 children and 6-7 teachers in a single classroom each year for 5 years consecutively
- Applied a variety of tools and innovative teaching strategies to produce positive learning outcomes
- Defined and implemented events for Parent/Teacher/Student partnership, including conferences to foster unity and team building to boost capabilities while aligning operations with defined standards
- Participated in NAEYC and GAYC trainings in the United States and Canada
Therapeutic Childcare Program Coordinator (Ages 2-15)
1 Year 10 Months- Aligned industry best practices with existing procedures, standards, and DOH/ DOE/ACS/Early Learning regulations in day-to-day operations while managing a proactive staff of 15 and establishing and implementing daily activity schedules
- Met with each child one-on-one to assess their level of comprehension and determine their special learning requirements, which will be translated into personalized learning programs
- Applied specific remedial and special education methods and resources to address children's fundamental skill weaknesses
- Utilized cutting-edge teaching methodologies and a wide range of resources to produce exceptional learning outcomes
- Developed and implemented rigorous educational age-appropriate lessons, ensuring compliance with curricular programs focusing on children's mental and physical development
Assistant Director (Lake Allatoona)
1 Year 3 MonthsReading Program Coordinator (Toney Elementary)
10 MonthsEducation
Lean Six Sigma Green Belt
Education Specialist (Ed.S) - Educational Leadership K-12
Master of Science (M.S) - Foundations of Education
Bachelor of Social Work (BSW) - Children and Families
Skills
Written and Verbal Communication
Client relations
Policy implementation
Program Development
Training programs
Critical Thinking
Innovative Solutions
Data Analysis
Team Building
Quality Standards
Coaching
Cultural communication
Client Data Privacy
Flexibility
Multicultural Competency
Process optimization
Key Professional Strengths
- Strategic Communication
- Customer Service
- Policies & Procedures Implementation
- Program Development & Implementation
- Leadership and Team Management
- Human Services
- Computer Literacy
- Critical Thinking / Innovative Solutions
- Research & Data Management
Timeline
Specialist Loyalty Experience
Hilton Grand Vacations
05.2025 - CurrentRead More
Business Office Coordinator / Registrar
World Changers Bible School
04.2022 - 04.2024Read More
Quality Control Team Application Specialist (NYERAP)
Guidehouse Technologies
04.2021 - 04.2022Read More
Team Developer/Math Teacher
The Suzuki School
11.2005 - 11.2010Read More
Reading Program Coordinator (Toney Elementary)
AmeriCorps (Vista)
07.2004 - 05.2005Read More
Assistant Director (Lake Allatoona)
City of Atlanta
04.2004 - 07.2005Read More
Therapeutic Childcare Program Coordinator (Ages 2-15)
Integrated Life Center
12.2003 - 10.2005Read More
Personal Care Provider
Owner/Self-Employed
04.1995 - 12.2024Read More
Clark Atlanta University
Bachelor of Social Work (BSW) from Children and Families
Read More
Troy State University
Master of Science (M.S) from Foundations of Education
Read More
Argosy University
Education Specialist (Ed.S) from Educational Leadership K-12
Read More
University of Georgia
Lean Six Sigma Green Belt
Read More