Hailey Goodner
Los Angeles,CA
Summary
Driven and motivated people leader with exceptional relationship management skills to help customers solve problems and meet business needs. Proven track record of exceeding customer expectations for functionality, cost-effectiveness, and successful system rollout. Offering strong work ethic and track record of building loyal customer relationships.
Overview
5
5
years of professional experience
Work History
Technical Project Manager
ICON Clinical Research
Los Angeles, CA
01.2021 - Current
- Served as technical liaison, supporting engineering, management, procurement, sales and marketing, quality assurance and supply base.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Gathered project requirements through interactions, meetings and walkthroughs with potential application users and to develop business requirements documents (BRD), functional requirements documents (FRD) and user mockups.
- Communicated project plans and progress to key stakeholders and project contributors.
- Supported and executed simultaneous delivery of various mobile projects.
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
- Produced reports and updated customers and senior leaders on progress and roadblocks.
- Closely collaborated with project members to identify and quickly address problems.
- Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.
Clinical Systems Tester
ICON Clinical Research
Los Angeles, CA
11.2020 - 01.2021
- Coordinated UI translation, HTML email template creation and maintenance
- Generated and reviewed reports to verify regulatory compliance.
- Assisted with system builds, data validation and system testing.
- Worked with product engineering team to define clinical requirements and assist with testing.
Assistant Property Manager
Caruso
Glendale, CA
06.2020 - 11.2020
- Compiled maintenance and repair requests for submission to upper management and reached out to local contractors for bid proposals.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
- Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
- Escalated major issues to property manager for immediate remediation.
- Attended staff meetings and took extensive notes to share with property manager.
- Developed, reviewed and submitted property operating and capital budgets.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
Operations Manager
Caruso
Glendale, CA
05.2019 - 06.2020
- Direct employee management: 50 permanent employees and 100 seasonal employees
- Recruiting: general and holiday staff, sourcing candidates, scheduling and conducting interviews, assisting with the hiring process, and coordinating/leading training
- Providing travel assistance to tenants, including booking domestic and international flights, lodging, and car service; creating detailed itineraries and organizing tours and entertainment
- Overseeing process improvement with an emphasis on guest experience, profitability, and quality control; engaging with customers, listening to feedback, and handling conflict resolution for all properties and the shopper rewards programs.
- Worked in matrix management environment with oversight of division level managers, operations, human resources, safety and compliance.
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Implemented and developed ticketing support and phone systems.
Concierge Manager
Caruso
Pacific Palisades, CA
08.2018 - 05.2019
- Established and revised annual staffing budgets and created a streamlined staffing model to operate 30% below budget
- Organized seasonal activations, ending 20% above first-year projections.
- Conducted competitive research to understand best practices and potential differentiators.
- Maintained energy and enthusiasm in fast-paced environment.
Assistant Concierge Manager
The Grove
Los Angeles, CA
06.2017 - 08.2018
Education
Bachelor of Arts - English
University of California
2016
Skills
- Strategic planning
- Technical project planning
- Quality assurance
- Vendor relationship management
- Agile project management
- Conflict Resolution
- Teamwork and Collaboration
- Risk mitigation planning
Timeline
Technical Project Manager
ICON Clinical Research
01.2021 - Current
Clinical Systems Tester
ICON Clinical Research
11.2020 - 01.2021
Assistant Property Manager
Caruso
06.2020 - 11.2020
Operations Manager
Caruso
05.2019 - 06.2020
Concierge Manager
Caruso
08.2018 - 05.2019
Assistant Concierge Manager
The Grove
06.2017 - 08.2018
Bachelor of Arts - English
University of California