Kelly Poe
Laurel,MD
Summary
Highly accomplished Operations Director with a proven track record in business process management and strategic planning. Strong leadership skills, adept at team building and implementation of operational policies that drive productivity and growth. Significant impact on previous roles include enhancing efficiency, reducing costs and improving operational performance by streamlining processes. Assertive and enthusiastic, with extensive knowledge of process optimization and an unsurpassed work ethic.
Overview
20
20
years of professional experience
Work History
Associate Director, Membership Operations
American Pharmacists Association
Washington
2018.08 - Current
- Primary staff liaison for customer service support team
- Implements best practices for all communication channels (phone, email, chat)
- Collaborates with all departments to effectively share information and resources on new/existing projects, products, and services
- Communicates all programmatic changes intra- and inter-departmentally and trains staff and vendors
- Ensures speedy response rates and fulfilment of requests for all member and non-member resources
- Ensures appropriate systems and procedures are in place to support acquisition and renewal programs, efficient payment processing, and timely and accurate fulfilment of benefits utilizing AMS functionality
- Develops, tests, and deploys innovative individual, chapter, state and corporate initiatives/business processes that increase membership and improve the membership experience
- Oversees accurate and efficient record updates and dues processing
- Gathers competitive intelligence to inform decision making on needed system and operational changes to meet development initiatives
- Identifies reporting and dashboard requirements and manages the workflow from requirements to production deployment
- Collaborates with all departments to determine any necessary AMS modifications, customizations, or integration strategies, timelines, and assists with the planning, testing, and successful deployment of benefits
- Analyses complex data and identifies requirements for business policies and procedures
- Assists with the development and implementation of an organizational reporting strategy and training plan to reduce report duplication
- Leads efforts to improve overall data management practices across the enterprise through continued development of data quality requirements, data management policies, standards, and procedures
- Leads association-wide data management and address clean-up projects
- Leads planning, scheduling and implementation of future systems enhancements and subsystems
- Prepares informative reports and analyses
- Prepares operations budget
- Assists with the development, creation, promotion, and distribution of department deliverables including products, information, tools, and resources
- Contributes to the development of communications and marketing/promotions for member engagement and membership acquisition/retention campaigns
- Prepare semi-annual reports for the Board of Trustees
- Lean Introduction certification
- Attends ongoing leadership training programs such as the Global Leadership Summit.
Operations Manager
BrightKey, Inc.
Annapolis Junction
2015.06 - 2018.08
- Effectively created an entire division, consisting of five Project Managers, who oversee 22 Customer Service Professionals
- The Project Managers are responsible for the items listed in the next section 'Project Manager.' During this transformation of the company, please note that all five Project Managers were newly promoted
- Ensures that all workings are manufactured in a correct, cost effective, and timely manner in alignment with specifications and quality requirements
- Improves operational systems, processes and best practices that guarantee organizational well-being
- Purchases materials, plan inventory, and ensure warehouse efficiency
- Contributes towards the achievement of company's strategic and operational objectives
- Examines financial data/statements to discover methods to improve profitability
- Performs quality controls and monitor production KPI's
- Recruits, trains, supervises, and appraises human resources
- Caters to clients' and personnel's concerns
- Successfully implements new projects, holds in-depth discovery meetings
- Creates standard operating procedures
- Creates and executes project work plans and revises as appropriate to meet changing needs and requirements
- Holds bi-weekly Project Manager meetings to provide information, accept feedback, and provide updated training
- Creates multi-tab excel invoicing templates, tying formulas together to track multiple data points
- Responsible for turnkey clients
- Maintained average of 76% gross profit, consistently meeting the minimum of 40% gross profit.
Project Manager
BrightKey, Inc.
Annapolis Junction
2004.02 - 2015.06
- Simultaneously manages all aspects of fulfilment processes including publications, meeting registrations, subscriptions, education, and expositions for five National Associations specifically in the medical and educational sector
- Creates and executes project work plans and revises as appropriate to meet changing needs and requirements
- Identifies resources needed and assigns individual responsibilities
- Reviews deliverables prepared by team before passing to client
- Prepares for reviews and quality assurance procedures
- Ensures project documents are complete, current, and stored appropriately
- Attends annual conferences
- Inventory control
- Updates daily procedures
- On-going training of customer service professionals
- Pensare Certification in Customer Loyalty and Leadership Management.
Education
Business Management
Howard Community College
Atholton High School
Skills
- Strategic Planning
- Procedure Development
- Project Implementation
- Call Center Development
- Requirements Analysis
- Organizational Skills
- Complex Reporting Skills
- Continuous Improvement
- Data Analysis
- Quality Control
- Highly Analytical
- Database Management and Conversion
- Conflict Resolution
- Performance Management
- Team Building
- Process Improvement
- Financial Oversight
- Extremely efficient in Microsoft applications
- Diverse AMS/CRM and ticketing experience
- Technical Implementation
- Database Management
Timeline
Associate Director, Membership Operations
American Pharmacists Association
2018.08 - Current
Operations Manager
BrightKey, Inc.
2015.06 - 2018.08
Project Manager
BrightKey, Inc.
2004.02 - 2015.06
Business Management
Howard Community College
Atholton High School
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