Felicia Embray
Pittsburg,CA
Summary
Enterprise Account Manager with proven track record in managing high-value client relationships and exceeding sales targets. Expertise in analyzing market trends to identify growth opportunities and develop customized solutions. Committed to delivering measurable results and maintaining operational efficiency in all projects. Ready to leverage skills in a challenging Enterprise Account Manager position.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Enterprise Account Manager
Allied Universal
Concord, CA
04.2024 - Current
- Manages day -to-Day Operations Enterprise Account Manager for nine Walmart security accounts, overseeing 50+ security professionals, field supervisors, and mobile patrols.
- Achieved 98% post coverage compliance by implementing an AI-assisted scheduling system integrated with WinTeam, reducing missed shifts and minimizing overtime.
- Rewrote all site-specific post orders and emergency procedures.
- Developed and delivered monthly training workshops on emergency response and de-escalation tactics; resulted in 90% reduction in incident escalation.
- Instituted a client liaison program, scheduling weekly touchpoints with stakeholders; contributed to a 100% contract renewal rate.
- Led internal investigations following breaches or policy violations; presented findings to legal counsel and recommended preventive measures.
- Cut equipment theft and uniform misallocation by launching a QR-tagged inventory system for radios, bodycams, and gear.
Front and Back Office Assistant
Persnick Chiropractic
Concord, CA
12.2021 - 02.2023
- Greeted Patients, and assisted patients
- Collected Co-pays
- Scheduled patient appointments
- Reviewed physician schedules for accuracy
- Corresponded to emails
- Conducted clerical office duties such as but not limited to: filed patients charts, answered telephone calls, used printer, fax, and scanner machines.
- Verified patient medical insurance eligibility
- Conducted computer data entry into EHR software systems
- Assisted with new employee trainings
- Updated patient charts
Temporary Front Desk Receptionist
Robert Half: Muir Orthopaedic Specialist
Walnut Creek, CA
02.2019 - 05.2019
- Provided multifaceted administrative support to busy general physical therapy practice.
- Administrative Duties: Answered telephones; handled patient referrals, created patient home pages and updated pre-certification information in EHR(Electronic Health Record) system.
- Scheduled appointments for over twenty Physical Therapists, managed the upkeep of medical files, all while honoring HIPPA rules and regulations.
- Handled Financial transactions between patients, greeted patients, performed Data entry on Next Gen system, with minimal billing and coding input.
- Verified patient insurance eligibility and benefits, and performed other administrative duties such as filing, faxing, and taking messages.
Acting Funeral Director/ Family Service Counselor/ Dispatcher
Continental Funeral Homes
Oakland, CA
12.2018 - 02.2019
- Provided advice to bereaved families and assisted them with making burial arrangements for their departed loved ones.
- Client Relations: Maintained positive communications with client families to answer questions regarding the burial process and used counseling expertise to help overwhelmed members cope with the loss, all while protecting the confidentiality of clients’ information.
- Assisted where needed with back Morgue task: Assisted with locating human remains.
- Prepared human remains for cleaning and embalming.
- Participated in the religious pre-burial process of shrouding human remains.
- Record Keeping: Maintaining accurate records of human remains, including identification information.
- Release of Human Remains: Communicated with hospitals and families to release human remains to funeral home funeral and cremation services.
- Informed clients about the various aspects of the funeral process, such as obtaining death registration certificates, and meeting other state-specific burial regulations.
- Scheduled burial dates, and developed schedules for the final funeral service.
- Assisted Funeral Counselor with the placement of human remains as needed.
- Performed clerical office duties such as; computer data entry, client documentation, created memorandums, answered/transferred telephone calls, received and sent messages, filed documents and forms, faxed and scanned important documents, accurately completed time-sheets, collected payments from clients, and made bank deposit errands as needed.
Assistant Program Director and Acting Director
Cole Vocational Services
Antioch, CA
2008 - 04.2012
- Developed and implemented program curricula to enhance participant engagement and learning outcomes.
- Coordinated logistics for workshops and events, ensuring smooth execution and adherence to timelines.
- Managed participant enrollment processes, providing support and guidance to ensure satisfaction and retention.
- Analyzed program feedback to identify improvement areas, driving continuous enhancements in service delivery.
- Assisted program manager with developing budget and schedule.
- Maintained accurate records related to client participation, progress tracking, and outcome reporting for internal use and external stakeholders.
- Facilitated strong relationships with community partners, collaborating on initiatives to improve program reach and impact.
- Created a welcoming environment for participants by designing inclusive spaces that foster collaboration and learning opportunities.
- Lead project teams towards successful completion of milestones within set timelines, enhancing overall program effectiveness.
- Managed human resource goals by recruiting, training, coaching and disciplining employees.
- Maintained and updated project related documents.
- Identified risks to develop mitigation plans.
- Collaborated with multidisciplinary teams in developing comprehensive plans that address clients'' unique goals while promoting overall wellbeing.
- Conducted performance reviews to provide feedback to staff for improvements.
- Interacted with customers to identify business needs and requirements.
- Improved program efficiency by streamlining processes and implementing innovative organizational strategies.
- Exceeded productivity, quality and customer service standards by resolving problems, completing audits, identifying trends and determining system improvements.
- Interacted with customers and clients to identify business needs and requirements.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and creating personalized development plans.
- Spearheaded staff training sessions to enhance team capabilities and promote professional growth opportunities.
- Boosted staff morale and productivity by fostering a supportive work environment and providing clear communication channels.
- Updated director about project status, updates and concerns on daily basis.
- Implemented strategic marketing campaigns to raise public awareness about the program''s services and offerings.
- Successfully applied for grants to secure additional funding sources, expanding program resources and sustainability.
- Ensured compliance with relevant regulations by diligently monitoring activities within the program scope.
- Proactively addressed potential challenges by conducting thorough risk assessments at each stage of planning.
- Met financial objectives by preparing annual budgets, scheduling expenditures and analyzing variances.
- Monitored and managed project team to confirm project delivery within allotted budget and timelines.
- Revised policies and developed and implemented training programs to increase productivity of organization.
- Assisted the Program Director, with the overall operation of the program that included; consumer care, supervision, and safety. Maintained compliance with licensing and Regional Center regulations.
- Prepared and administered medications to clients within the program. Created Individual Service Plans, scheduled (ISP) meetings and facilitated semi-annual and annual review meetings. Assist elected consumer with information presented in monthly Advocacy meetings. Monitored consumer community integration hours, conducted staff trainings,and site checks to ensure that consumer rights were not in violation.
- Maintained program ratios and prepared special incident, payroll, Avatar trended, Kronos, and summary reports. Conducted auto safety inspections to ensure compliance with regulatory standards. Served as acting program director, overseeing daily operations and staff coordination. Provided support staff functions as needed to enhance team efficiency. Executed receptionist duties, including filing, faxing, taking messages, and answering phone calls. Ordered supplies and managed inventory to maintain office operations. Completed additional job duties as assigned to support organizational objectives.
Education
Associate of Science - Medical Assisting
Silicon Valley College
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American River College
CAundefined
Diablo Valley College
CASkills
- Security Program Management
- Client Engagement & Retention
- Staff Leadership & Scheduling
- Incident & Emergency Response
- Regulatory Compliance
- Budgeting & Cost Control
- Investigations & Risk Analysis
- SOP/Post Order Development
- Hiring, Training & Development
- ATS & Timekeeping Systems
- Report Writing & Data Synthesis
- Fleet, Uniform, and Equipment Oversight
- Security Software
- Scheduling Tools
- Reporting & Analysis
- Compliance
- Fleet & Asset Management Systems
- AI-LISA
- Compliance Status Report
- Job Safety Analysis
- The BIS (Budget Income Statement)
Certification
- Current Guard Card License
- Power to Arrest
- CPI (Crisis Prevention & Intervention)
- CPR and AED
- Emergency preparedness
- Negotiating Profitable Rate Increases
- Worker’s Compensation Training
- Employment Law VILT
- Legal Aspects of Private Security
- Indicators of Terrorist Surveillance
- Chemical Facility Anti Terrorism Standards (CFATS)
- Hire Smart By Hiring Managers
TECHNICAL AND OPERATIONAL SKILLS
- Security Software: WinTeam, TrackTik, Mercury, Heliaus, AD-X, Courrier, Edge, and DOMO.
- Scheduling Tools: WinTeam, Kronos, AI LISA
- Reporting & Analysis: MS Excel (Advanced), PowerPoint, SharePoint
- Compliance: OSHA, DHS, local state licensing regulations
- Fleet & Asset Management Systems
- AI-LISA: Automated OJT Scheduling -Hiring Pipeline
- Compliance Status Report
- How to write a Job Safety Analysis (JSA)
- The BIS (Budget Income Statement)
Timeline
Enterprise Account Manager
Allied Universal
04.2024 - Current
Front and Back Office Assistant
Persnick Chiropractic
12.2021 - 02.2023
Temporary Front Desk Receptionist
Robert Half: Muir Orthopaedic Specialist
02.2019 - 05.2019
Acting Funeral Director/ Family Service Counselor/ Dispatcher
Continental Funeral Homes
12.2018 - 02.2019
Associate of Science - Medical Assisting
Silicon Valley College
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American River College
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Diablo Valley College
Assistant Program Director and Acting Director
Cole Vocational Services
2008 - 04.2012