Summary
Overview
Work History
Education
Skills
Timeline
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Grashonda Armstrong

Shreveport,LA

Summary

Accomplished Executive Director recognized for leveraging strong team leadership and development to drive forward progress. Highly organized, detail-oriented leader skilled in directing high-performing teams to develop solutions and solve operational and technical problems. Success implementing systems across multiple operations with superior organizational and communication skills.

Overview

4
4
years of professional experience

Work History

Section 8 Housing Executive Director

The Housing Authority Of The City Of Shreveport
08.2022 - Current
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Built relationships with donors, government officials and other organizations to secure funding and support for organization.
  • Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
  • Exercised appropriate cost control to meet budget restrictions and maximize profitability.
  • Perform general administrative tasks such as answering phones, scheduling appointments, preparing correspondence, managing files, and distributing information to staff members.
  • Manage incoming and outgoing mail and emails, including drafting and sending professional emails on behalf of the executive team.
  • Assist in the recruitment and onboarding process, including posting job openings, reviewing resumes, conducting initial interviews, and completing new hire paperwork.
  • Manage employee records, maintain personnel files, and ensure compliance with federal and state employment laws.
  • Assist in the development and implementation of HR policies and procedures.
  • Coordinate employee training and development programs.
  • Assist in the administration of employee benefits programs, including health insurance, retirement plans, and paid time off.
  • Assist with payroll processing and ensure accurate record-keeping of employee hours and time off.
  • Prepare reports and presentations for executive meetings and assist with other special projects as needed.

Call Center Manager

Advanced Call Center Technologies, LLC.
03.2021 - 05.2022
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Established and oversaw performance targets for call center associates.
  • Evaluated data to identify trends and determine customer service needs.
  • Scheduled call center staff to meet operational needs whilst remaining under budget.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Childcare Center Director

Galilee Learning Center
03.2019 - 01.2021
  • Engaged with parents and families to build positive relationships for children to thrive.
  • Managed program paperwork and child records to comply with state requirements.
  • Supervised and managed team of childcare professionals to guarantee highest standards of care.
  • Operated under licensing guidelines to protect health, safety and well-being of children.
  • Attended approved training and continuing education courses to maintain certifications.
  • Resolved conflicts and administered corrective action to foster positive experience for children and staff.
  • Planned and monitored curriculum and program activities and liaised with teachers to create fun and engaging learning experiences.
  • Evaluated staff and offered guidance to enhance knowledge, skills, and professional development to optimize learning environment.
  • Furnished facility with supplies, equipment, food and materials to foster social and cognitive development.
  • Developed relationships with community organizations to provide additional resources and services to families.
  • Adhered to budgetary guidelines to set financial goals and maintain school profitability.
  • Executed marketing plan and promoted positive image to achieve enrollment goals.
  • Maintained high-quality child care standards based on developmentally appropriate practices.
  • Stayed current on guidelines to maintain compliant program operations.
  • Attended professional meetings and conferences to maintain and improve professional competence.
  • Implemented school policies, procedures, and systems to promote safe and healthy environment in compliance with state standards.
  • Supervised childcare workers and oversaw facility to meet state requirements for education and training.

Education

Bachelor of Science - Business Administration And Management

Louisiana State University Shreveport
Shreveport
12.2020

Associate of Science - Liberal Arts And General Studies

Bossier Parish Community College
Bossier City, LA
06.2018

Skills

  • Profit Growth Strategies
  • Program Leadership
  • Operational Analysis
  • Improve Policies
  • Business Administration

Timeline

Section 8 Housing Executive Director

The Housing Authority Of The City Of Shreveport
08.2022 - Current

Call Center Manager

Advanced Call Center Technologies, LLC.
03.2021 - 05.2022

Childcare Center Director

Galilee Learning Center
03.2019 - 01.2021

Bachelor of Science - Business Administration And Management

Louisiana State University Shreveport

Associate of Science - Liberal Arts And General Studies

Bossier Parish Community College

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Grashonda Armstrong