Holly Banez-Olson
Pleasant Hill,CA
Summary
Efficiency-driven professional with a strong background in customer service, process improvement, and operations management. Skilled at cultivating relationships with team members, clients, and stakeholders. Passionate about fostering community engagement and driving positive outcomes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
HR & Office Manager
Advekit, Inc.
09.2021 - Current
- Managing all human resource functions across the entire employee lifecycle, from job posting to exit interviews
- Implementing system and process improvements for recruiting, onboarding/offboarding, administering payroll and benefits, and ongoing performance management
- Rapidly acquired skills in Accounting, Medical Billing, and Account Management to cover team members' roles during absences and seamlessly took on these responsibilities during company downsizing, maintaining operational continuity and efficiency
Onshore Recruitment Manager US & Canada
ELS Education Services, Inc.
01.2020 - 05.2020
- Managed and assisted 130 onshore agents and advised on programs, finances, and university requirements for prospective international students
- Networked with 80+ high school counselors across the US to introduce and promote partner universities
- On track to exceed sales goals for region, despite hurdles caused by COVID-19
International Student Advisor
UC San Diego Extension International Programs
04.2019 - 01.2020
- Advised 100+ prospective students per week on course offerings and the application process
- Supervised a team of 9 student workers
- Provided support and resources to international students for their transition into the university environment
- Created a comprehensive database of resources available to assist international students covering various topics such as visa processing, finding employment, homesickness, and local events
National Operations Associate & Student Services Manager
Embassy English San Diego
01.2018 - 12.2018
- Promoted to national role in addition to SSM/DSO accountabilities
- Provided continued training for 20 student services team members across our 6 North American centers.
- Created and implemented standard operating procedures across all NA centers to ensure a smooth enrollment process and clear communication between all stakeholders
- Produced marketing video highlighting residence renovations that resulted in over 2,000 impressions on various social media platforms
Student Services Manager & Designated School Official
Embassy English San Diego
01.2016 - 01.2018
- Promoted to Manager role to oversee all non-academic operations processes at San Diego center
- Provided training for and supervision of 3 Student Service Representatives, 20+ student workers.
Student Services Rep & Designated School Official
Embassy English San Diego
02.2014 - 01.2016
- Supported all non-academic operations functions at the center, including registration, orientation, program changes, finance, accommodations, student activities, immigration support, social media, and corporate social responsibility activities including fundraising and ‘going green’ efforts
- Student Exchange and Visitor Program (SEVP) Designated School Official (DSO)
- Administrative process analysis and improvement.
Resident Assistant
UC San Diego Sixth College Residential Life
07.2010 - 09.2012
- Led and participated in leadership, equity & inclusion, and community building workshops
- Developed and promoted 50+ social and educational programs, often partnering with campus services to encourage student participation, multicultural awareness, and personal/emotional well-being
- Collaborated with orientation staff on first year opening week activities, including creating the welcome packet and ensuring students are introduced to all on campus services and opportunities
- Ensured the health, safety, and well-being of 120 students
- Maintained all aspects of Residential Life office management.
Education
Bachelor of Science - Ecology, Behavior, & Evolution
UC San Diego
Skills
- Customer Service
- Operations Management
- Effective Communication
- Human Resources Generalist
- Process Improvement
- Customer Relationship Management
- Team Building and Leadership
- Training and Mentoring
- Cross-Functional Collaboration
- Event & Activity Planning
Transformational initiatives
- Organized over 50 hours of development initiatives and virtual trainings to enhance employee engagement & satisfaction
- Created 80 training manuals and reference guides for onboarding and continued staff trainings
- Created detailed overview and resource guides for 8 North America division accommodation offerings to support the recruitment and admissions process. Global adoption resulted in 95% decrease in related enrollment issues.
- Optimized student and agent request process that increased efficiency by 30%
Growth Initiatives
- Implemented HR process improvements, including system automation, resulting in a 75% reduction in processing time
- Developed new student information tracking system that eliminated errors due to transcription and cut data entry time in half saving a minimum of 50k in costs per year for the North America division
- Responsible for an 80% increase in international student social activity revenue
- Increased average student accommodation occupancy to 93%
Certification
- Human Resources Essentials, Certified by SD Employers Association, 2022
- Mental Health First Aid, Certified by Mental Health America of San Diego County, 2019
- Making High-Quality Decisions, Certified by DDI, 2018
- Strategies for Influencing Others, Certified by DDI, 2018
- Management Essentials, Certified by SD Employers Association, 2017
- Communicating for Leadership Success, Certified by DDI, 2017
- Coaching for Peak Performance, Certified by DDI, 2017
Affiliations
- UCSD Resident Advisor, 2010-2012
- Swim Coach, 2003 - 2009
- Girl Scout Camp Counselor & Adult Leader, 2001 - 2011
Timeline
HR & Office Manager
Advekit, Inc.
09.2021 - Current
Onshore Recruitment Manager US & Canada
ELS Education Services, Inc.
01.2020 - 05.2020
International Student Advisor
UC San Diego Extension International Programs
04.2019 - 01.2020
National Operations Associate & Student Services Manager
Embassy English San Diego
01.2018 - 12.2018
Student Services Manager & Designated School Official
Embassy English San Diego
01.2016 - 01.2018
Student Services Rep & Designated School Official
Embassy English San Diego
02.2014 - 01.2016
Resident Assistant
UC San Diego Sixth College Residential Life
07.2010 - 09.2012
Bachelor of Science - Ecology, Behavior, & Evolution
UC San Diego
- Human Resources Essentials, Certified by SD Employers Association, 2022
- Mental Health First Aid, Certified by Mental Health America of San Diego County, 2019
- Making High-Quality Decisions, Certified by DDI, 2018
- Strategies for Influencing Others, Certified by DDI, 2018
- Management Essentials, Certified by SD Employers Association, 2017
- Communicating for Leadership Success, Certified by DDI, 2017
- Coaching for Peak Performance, Certified by DDI, 2017
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