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
PBV Special Projects Analyst at Housing Authority Of The City Of Pittsburgh (HACP)PBV Special Projects Analyst at Housing Authority Of The City Of Pittsburgh (HACP)