Johnna Dornan
Aurora,CO
Summary
Accomplished personnel engagement professional with strong background supporting building and retention of talented teams. Skilled in tackling personnel grievances and conflicts, working with management in attainment of challenging objectives. Dedicated professional bringing more then 15 years experience managing personnel, 10 years collaborating with community groups. Experience using MS Office,People Soft, Oracle, Lotus, Dbase, Unix and 10 key. Driven and decisive with passion for building and retaining highly effective teams. Whether working with Non Profit, owning own business, as an Employee Relations manager or time in the Navy, Have always been customer service oriented. Have been training individuals since the mid 1990's whether as a volunteer or as a job. Well organized and dedicated in making whatever company successful and a better place.
Overview
25
25
years of professional experience
Work History
President of Operations
Komfort 4 Kidz
Aurora, CO
12.2011 - Current
- Successfully created 501C3 by submitting all required legal documents with state government.
- Created Board of Directors and logo.
- Implemented and increased sponsorship successfully through collaboration in every state that we donated to, by involving local Children's Hospitals, local schools, NHL Teams, MLB teams, and University level sport teams across United States.
- Acquired space for inventory, and handled overall project management.
- Acquired and managed volunteers to maximize productivity of creating our "Komfort Bags".
- Resolved issues and recommended actions based on sponsorships, inventory and numbers needed.
- Evaluated goals and developed strategies and prepared alternative approaches to exceed goals.
- Created and made appropriate documentation for annual budgets and federal and state taxes.
- Identified opportunities to maximize inventory on fixed budget.
Owner/Photographer
Johnna's Photography
Aurora, CO
12.2009 - 10.2017
- Managed day-to-day business operations.
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
- Attended educational sessions at trade shows to further skills in photography.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Consulted with customers to assess needs and propose optimal solutions.
- Maintained up-to-date administrative records to monitor operational conditions.
Customer Service Manager
Office Depot
Aurora, CO
06.2013 - 09.2014
- Introduced higher standards for customer service and increased efficiency by streamlining operations and training personnel to reduce overtime.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Monitored customer service operations to assess agent performance and provide feedback.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals, intern increasing sales by 6% in 90 days.
- Aided store manager with executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Created customer support strategy to increase customer retention.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Opened and closed store, ensuring all financial information and inventory was accurate .
Employee Relations Manager
Convergys
Aurora, CO
08.2007 - 06.2008
- Employee Relations Manager for eight operations managers, twelve team leads and 1000 call center agents.
- Ran background checks for all employees during hiring stage.
- Responsible for employee benefits, interviewing and hiring potential employees in confidential and professional manner , also assisted with recruiting.
- Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals for employees.
- Completed all counselings and terminations of employees.
- Effectively and professionally interfaced with all levels of management.
- Compliance of state and federal regulations and policies. Knowledge of HR Employment Laws (ex. FMLA, EEO, OSHA and ADA)
- Motivated frontline personnel via daily interactions.
- Event and Weather Crisis Coordinator. Created Standard Operations Procedure for weather crisis at facility.
- Completed all unemployment cases and never lost one, saving company undisclosed amount of money.
Contracted Production Manager
Six Flags At Elitch Gardens
Denver, CO
03.2006 - 06.2006
- Brought in on ninety day contract to create parade with characters, design floats and train personnel.
- Directed creative process and procedures to achieve goal of first run capability.
- Determined suitable crew requirements, scheduled employees and worked with General Manager to meet changing production schedules.
- Assessed employee customer satisfaction as characters and recommended improvements to increase customer service and revenues.
- Standardized production procedures, job roles and quality assurance guidelines.
- Collaborated with not just entertainment department personnel, but also with maintenance workers, security, operations, marketing director and General Manager of park, to ensure best experience for our customers.
- Created all work schedules, contacted community performing groups to complete our parade. Parade was voted "best new parade" in all of Six Flags park in 2006.
- Oversaw daily operations to ensure high levels of productivity
- Prepared variety of different written communications, reports and documents to ensure smooth operations, consisting of Standard Operating Procedure packet.
- Proved successful working within tight deadlines and fast-paced atmosphere
- Developed and maintained courteous and effective working relationships
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Cryptologic Technician (Collection)
United States Navy, USN
Honolulu, HI
01.1993 - 01.1998
- Collected and disseminated geographic intelligence information on forces in domestic areas that directly or indirectly affect National Security.
- Responsible for Maritime and National Mission collection, processing, reporting, and dissemination of time sensitive information in support of afloat commanders, national level consumers and cryptologic maritime customers
- Hand selected to provide oral briefs for commanding officer and and other executive level management. Advised on operations, intelligence and risk assessments in daily briefings.
- Maintained strict confidentiality of information.
- Maintained awareness of subordinates' personal problems and shortcomings, supporting personal and professional growth.
- Received Executive level commendations for work excellence.
- Spent my last year working in Staff Judge Advocates Office (Jag), creating official legal documents for command of 2000 plus service members.
- Developed administrative data base for Navy Recruiting station
- Provided HIV/Aids training to over4000 personnel for American Red Cross and U.S. Navy
- Prepared and submitted personnel, ordnance and operational reports.
Education
MBA -
Univerity of Phoenix
Lonetree, CO08.2006
Bachelor of Science - Social Work
Metropolitan State University of Denver
Denver, CO05.2004
Associate of Science - Criminal Justice
Chaminade University of Honolulu
Honolulu, HI12.1999
Skills
- Regulatory Compliance
- Executive Leadership
- Annual Planning
- Business Development
- Relationship Building
- Forecasting Employment Needs
- Conflict Resolution
- Recruiting and Interviewing
Accomplishments
- Documented and resolved disgruntled employee issues which led to happier employees and more productive employees.
- Supervised team of 1000 staff members.
- Collaborated with Children's Hospitals and sports teams nation wide to create a successful non profit that provides "Komfort Bags" to children on their oncology floors.
Timeline
Customer Service Manager
Office Depot
06.2013 - 09.2014
President of Operations
Komfort 4 Kidz
12.2011 - Current
Owner/Photographer
Johnna's Photography
12.2009 - 10.2017
Employee Relations Manager
Convergys
08.2007 - 06.2008
Contracted Production Manager
Six Flags At Elitch Gardens
03.2006 - 06.2006
Cryptologic Technician (Collection)
United States Navy, USN
01.1993 - 01.1998
MBA -
Univerity of Phoenix
Bachelor of Science - Social Work
Metropolitan State University of Denver
Associate of Science - Criminal Justice
Chaminade University of Honolulu