JESSICA KENNEDY
Ozark,MO
Summary
Strategic operations thought leader, specifically within unique challenges of a start-up environment. Comfortable at the forefront of change. Expertise in maximizing revenue potential by quickly developing efficiencies & understanding customer buying trends. Exceptional at building professional relationships across teams and stakeholders. Notable strengths include strategic planning, communication, ideation, collaboration, perfecting the customer experience and positively influencing team dynamics.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Leisure Services Manager
Ozark Mill LLC
Ozark, Missouri
07.2024 - 06.2025
- Oversee & support daily operations for multiple teams including Event Sales, General Retail Store, Special Events/Activities & Marketing
- Collaborate with department managers & senior leadership to scale business, drive revenue, mitigate costs, and increase ROI
- Project manager for launch of new private event venue, driving results from contractors & providing regular updates to executive team
- Facilitate bi-weekly leadership meetings with executives & managers to review business results, department updates, new and ongoing priorities
- Analyze data & identify opportunities to increase operational efficiency through automation & process re-engineering
- Develop strategies to elevate customer experience through enhanced product offerings & improved service execution
- Resolve customer complaints quickly and effectively, mitigating loss & liability
- Develop strategic marketing campaigns & promotions targeted at new customer acquisition while increasing sales opportunities from existing clients
- Create standard operating procedures for existing & new service functions
- Negotiate contracts with vendors, performers & suppliers
- Conduct regular team meetings to discuss customer feedback, process improvements, and operational objectives
- Monitor & analyze service metrics to identify trends and areas for improvement
- Prepare & manage department budget, minimizing expenses while creating new sources of revenue
- Create & implement customer feedback mechanisms to gather insights and improve service offerings
- Conduct regular training sessions for staff on new technologies & customer service best practices
- Handle customer complaints and resolve issues promptly, mitigating loss and liability
- Produce thorough, accurate and timely reports of project activities
- Review employee performance & provide ongoing coaching to drive performance improvement
- Organize team activities to build camaraderie & foster positive workplace culture
HR & Community Outreach Manager
Ozark Mill LLC
Ozark, MO
05.2022 - 07.2024
- Develop & lead on-site Human Resources department, establishing infrastructure for all HR processes
- Regularly update HRIS databases
- Oversee employee relations investigations & employee separation
- Create & deliver comprehensive new employee orientation program
- Develop hiring & recruitment policies to drive transparent and fair hiring process
- Drive top talent acquisition through full-cycle recruitment
- Develop & modify new & existing job descriptions to accomodate growing business needs
- Organize & facilitate community outreach programs, events and activities
- Partner with local nonprofit to develop work-experience program for underprivileged foster youth
- Partner with local high school to develop flagship internship program, meeting state DOL apprenticeship guidelines
- Devise & assign training programs for new and existing employees
- Establish and maintain positive & unbiased relationships with stakeholders across organization
Operations Administrator
Ozark Mill LLC
Ozark, MO
08.2021 - 05.2022
- Conduct new associate onboarding & orientation, with sensitivity to confidential information.
- Act as HR liaison & point of contact between associates & HR department at Big Cedar Lodge.
- Policy implementation as local HR representative.
- Manage property email account, responding professionally to inquiries and directing messages to appropriate managers.
- Manage day-to-day administrative duties, including filing, scanning, mail distribution, etc.
- Reconcile & prepare daily cash deposits for three venues on property.
- Process invoices for department managers, ensuring timely submission to accounts payable department.
- Field phone calls from customers, answering diverse questions & problem solving.
- Develop & distribute monthly property newsletter.
- Form and sustain strategic relationships with vendors.
- Participate in networking events to establish and cement community ties, B2B relationships and industry connections.
Career Services & Alumni Relations Specialist
Ashford University
San Diego, CA
05.2019 - 03.2020
- Project manager for development of 65 digital career pathway programs using student-facing software platform, completed one month ahead of schedule
- Reviewed graduate and undergraduate resumes, advising edits and revisions for optimal job matching
- Developed 21 training aids for standard operating procedures (SOP)
- Developed 7 Diversity, Equity and Inclusion student resource guides, 46 mock interview question documents, and 92 sample resumes
- Executed daily posting and engagement with university social media platforms, including LinkedIn and Alumni Association platform
- Collaborated with internal and external stakeholders to execute assignments, consistently exceeding expectations and completing projects prior to project deadlines
Director of Human Resources & Member Experience
YMCA of San Diego County - Camp Surf
San Diego, CA
05.2017 - 03.2019
- Managed all HR functions & operational logistics of YMCA branch, as primary point of contact for member experiences including marketing, initial contact, sales, member retention and escalations management
- Established positive rapport and lasting relationships with customers, managers and customer service team to maintain positive and successful work environment
- Supervised & coached multiple teams of full-time, part-time, and remote employees
- Effectively deescalated employee and member complaints and concerns, with minimal fiscal impact
- Developed & managed department operations budget, exceeding 385K annually
- Oversight of daily sales & bank deposits, cash flow, account reconciliation, cash reporting and monthly revenue reporting
- Managed on-site retail store operations, including sales, inventory management and branding compliance
- Responsible for accuracy of daily and monthly finance reporting for 2 YMCA locations
- Executed bi-weekly payroll administration for 103 exempt, hourly and temporary employees (Kronos)
- Worked with HR Business Partner to interview, collect data, maintain accurate records and complete internal employee investigations with utmost sensitivity and confidentiality
- Professionally represented YMCA organization at recruiting, outreach and annual campaign events
Director of Membership Services
Pat Jones YMCA
Springfield, MO
10.2005 - 08.2010
- Responsible for daily operations of administrative office, membership recruitment, sales and retention, and branch cash flow
- Analyzed member behaviors and market trends, adjusting email and advertising campaigns based on current knowledge
- Worked with corporate partners and department managers to coordinate marketing activities focused on successful promotion of membership sales and engagement
- Led continuous change management initiatives to engage members from initial touch-point to service completion
- Reviewed and processed 420+ financial aid applications annually
- Supervised, recruited, trained and managed Membership Services team of 21 staff
- Oversight of facility operations from open to close and designated first-contact for emergency responses
- Managed 3-million-dollar annual Membership budget
- Created staff schedules, directed monthly staff meetings, instructed employee training modules & managed payroll processes
Education
Bachelor of Arts - Pastoral Ministries
Evangel University
Springfield, MO07.2011
Skills
- Start-up Operations
- Strategic Planning
- Business Acumen
- Strategic Relationship Building Across Teams
- Efficient Problem Solving & Sound Judgement
- Exceptional Written & Spoken Communication
- Strong Organizational & Time Management Skills
- Confidential & Accurate Data Management
- Meticulously Detail Oriented
Certification
- SHRM Certified Professional (SHRM-CP) - Feb 2022
- YMCA Team Leader Certification - May 2008
Organizations & Community Service
- Historic River District: Board member & thought leader for historical preservation within district boundaries.
- iPour Life: Provide career advice and resume reviews to youth exiting foster care system.
- Ozark Chamber of Commerce: Ambassador for the Chamber, representing local business at ribbon cutting events, school events, annual community events, monthly luncheons, etc.
- Ozark Chamber of Commerce: Team leader for annual fund raising event, supporting yearly Chamber sponsorships and recruiting new Chamber memberships.
- Ozark Chamber of Commerce: Leads program graduate - completing 9 month leadership development and community networking program to support a local non-profit organization.
- Least of These Volunteer: Represent local business and support community by volunteering at local food pantry events to aid in resolving food insecurity.
References
References available upon request.
Timeline
Leisure Services Manager
Ozark Mill LLC
07.2024 - 06.2025
HR & Community Outreach Manager
Ozark Mill LLC
05.2022 - 07.2024
Operations Administrator
Ozark Mill LLC
08.2021 - 05.2022
Career Services & Alumni Relations Specialist
Ashford University
05.2019 - 03.2020
Director of Human Resources & Member Experience
YMCA of San Diego County - Camp Surf
05.2017 - 03.2019
Director of Membership Services
Pat Jones YMCA
10.2005 - 08.2010
Bachelor of Arts - Pastoral Ministries
Evangel University
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