Kelley Creek
Kansas City,MO
Summary
Experienced operations and program director with a focus on team leadership and process optimization. Excelled in finding cost-effective strategies and enhancing operational efficiency. Flexible and focused team player with expertise in communication and customer relationship management. Proven ability to lead teams in achieving organizational goals and improving service delivery through critical thinking and adaptability.
Overview
27
27
years of professional experience
Work History
Director of Programs
Northland Shepherd's Center
Gladstone, MO
12.2022 - Current
- · Led compliance efforts, ensuring adherence to federal, state, and local regulations.
- · Cultivated strong relationships with leadership, enhancing interdepartmental communication.
- · Facilitated problem-solving and decision-making processes to resolve program delivery challenges.
- · Mentored a high-performance team of 8, fostering professional growth and expanding team responsibilities.
- · Advocated for the program, securing executive support and resources necessary for program success.
- · Oversaw program compliance with grant requirements, schedule and budget.
- · Serve on committees and task forces to address administrative, policy and procedural matters.
- · Provided leadership and insight to newly hired employees to supply knowledge of various company programs.
- · Displayed subject matter expertise and acted as escalation point for daily issues and concerns associated with programs.
Aging Resource Specialist
Northland Shepherd's Center
Gladstone, MO
05.2019 - 12.2022
- · Conducted comprehensive assessments of clients to develop individualized service plans.
- · Developed food security program resulting in a food pantry dedicated to those who are 60 years and better.
- · Provided information and assistance in accessing financial assistance, legal aid, Medicare/Medicaid applications and recertification, housing, SNAP and other food security.
- · Certified CLAIM Counselor, now MO State Health Insurance Assistance Program (MO SHIP).
- · Advocated for clients to resolve medical or personal crises.
- · Developed and maintained relationships with community partners to increase access to resources for clients.
Volunteer Coordinator
Northland Shepherd's Center
Gladstone, MO
12.2018 - 05.2019
- Oriented new volunteers on policies and procedures, introduced staff and provided information guides.
- Created job descriptions for all volunteer roles.
- Worked closely with staff members to ensure that tasks were delegated appropriately to volunteers.
- Implemented feedback mechanisms for volunteers to suggest improvements and express concerns.
- Reviewed online volunteer applications and managed volunteer background checks.
Senior Center Administrator
Platte Senior Services, Inc.
Kansas City, Missouri
04.2006 - 06.2018
- Supervised administrative staff, delegating tasks and managing workload distribution.
- Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
- Facilitated communication between participants, staff members, volunteers, and stakeholders.
- Developed partnerships with local organizations to expand programming offerings at the center.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Created marketing materials such as flyers, brochures, newsletters, and other promotional items.
- Served as a liaison between the center and city government agencies when needed.
- Participated in community events such as health fairs or festivals to promote the center's mission.
Administrative Assistant
Park University
Parkville, Missouri
03.2002 - 03.2006
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Coordinated with faculty members on course materials and syllabi preparation.
- Organized events related to academic activities such as seminars and conferences.
- Created and maintained records of student attendance, grades, and other information.
- Assisted students with registration processes and paperwork.
Customer Service Representative
Citibank, NA
Kansas City, MO
11.1997 - 02.2002
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
Bachelor of Arts - Management & Social Work
Park University
Kansas City, MO01-2026
Associate of Arts - Management
Park University
Kansas City, MO05-2019
Skills
- Problem-solving aptitude
- Policy and procedure improvements
- Team building
- Resource management
- Leadership
- Stakeholder engagement
- Program development
- Critical thinking
- Adaptability
- Administration
Timeline
Director of Programs
Northland Shepherd's Center
12.2022 - Current
Aging Resource Specialist
Northland Shepherd's Center
05.2019 - 12.2022
Volunteer Coordinator
Northland Shepherd's Center
12.2018 - 05.2019
Senior Center Administrator
Platte Senior Services, Inc.
04.2006 - 06.2018
Administrative Assistant
Park University
03.2002 - 03.2006
Customer Service Representative
Citibank, NA
11.1997 - 02.2002
Bachelor of Arts - Management & Social Work
Park University
Associate of Arts - Management
Park University
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