Khadijah Yusuf

• Enhance client satisfaction by providing personalized travel recommendations and itineraries
• Streamline booking processes for improved efficiency and reduced errors in reservations
• Implement effective time management strategies to balance multiple projects simultaneously while meeting deadlines consistently
• Maintain accurate records of client bookings to ensure proper billing and commission tracking
• Support clients during their trips by being available 24/7 for any questions or concerns encountered along the way
• Advise clients on best practices for international travel such as visa requirements passport processing procedures
• Maximize revenue by upselling additional services such as insurance, excursions, and upgrades
• Stay current on industry trends and destination updates to provide accurate information to clients
• Attend industry conferences and networking events regularly to establish valuable connections within the travel community
• Conduct thorough research on destinations, accommodations, and attractions to provide well-informed advice to clients
• Collaborate with suppliers to negotiate exclusive deals, offering clients unique travel experiences at competitive prices
• Organize group tours, coordinated with local guides, managing logistics and ensuring a seamless travel experience for all participants
• Create detailed travel reports for clients outlining their trip itinerary, accommodations, transportation arrangements, and activities
• Leverage social media platforms effectively to promote travel packages and share useful travel tips with a wider audience
• Provide timely assistance to travelers in need, resolving issues promptly and professionally
• Increase repeat business by building strong relationships with clients through excellent customer service
• Assist corporate clients with arranging business travels including flights, hotels, ground transportation arrangements
• Develop targeted marketing campaigns for attracting new clientele and expanding market reach
• Arrange travel accommodations for groups, couples, executives, and special needs clients
• Follow up with customers to increase customer service with travel plans
• Improve operational efficiency, adopting new technologies that automated routine tasks
• Update and maintained customer databases to increase customer retention
• Coordinate both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations
• Develop loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
• Recommend travel insurance plans to customers to reduce uncertainty and risk of financial loss
• Ask open-ended questions to better ascertain client needs and determine best international travel offerings
• Create promotional materials to increase visibility and attract larger market share
• Administer customer surveys to measure satisfaction with services and better understand desires and expectations
• Develop key operational initiatives to drive and maintain substantial business growth
• Ensure compliance with industry regulations while maintaining ethical business practices at all times.

Comprehensive Oversight: Managed all facets of business operations, including Human Resources, Talent Acquisition & Onboarding, Payroll, Benefits Administration, Accounting, Contracts & Compliance, Security, IT, Business Operations, and Program Management.

• Organizational Review: Conducted in depth evaluations of companywide functional departments, providing strategic recommendations to management for operational improvements upon new hires.
• Operational Leadership: Directed daily operations, optimizing systems to enhance organizational initiatives and overall efficiency.
• Stakeholder Engagement: Facilitated interactions with multiple functional departments, management levels, government agencies, and contractors to ensure smooth and effective collaboration.
• Multitasking and Prioritization: Efficiently managed overlapping tasks, projects, and departmental responsibilities, ensuring seamless integration and execution.
• Team Leadership: Led diverse teams, upholding policies and legal standards while fostering an inclusive environment, providing mentorship, and supporting professional development.
• Contract and Coordination Management: Oversaw contract transitions and interdepartmental coordination to ensure operational continuity and strategic alignment.
• Communication and Decision Support: Provided comprehensive operational overviews to leadership, enabling informed decision making and effective communication.
• Project Management: Managed project resources, timelines, and budgets, focusing on maximizing efficiency and effectiveness. Assisted with Capability statement updates and other business documents as needed
• Event Coordination and Representation: Managed and represented the company at the National Small Business Federal Contracting Summit and other company-sponsored events, facilitating hiring initiatives and fostering networking opportunities with both government and private sector stakeholders.
• Licensing and Compliance: Secured new business licenses and updated business insurance as required for onboarding new hires in various states, ensuring compliance with regulatory requirements through timely filings and payments.
• Contract Administration Support: Assisted the Contracts Administrator with contract modifications, funding adjustments, and other contract related tasks in their absence, including signing contracts and processing purchase orders.
• Performance Assessment Reporting: Coordinated and submitted Contractor Performance Assessment Reports (CPARS) at contract year end and project completion, collecting performance feedback from key stakeholders for Request for Proposals (RFPs).
• System Compliance and Certification: Managed updates to the System for Award Management (SAM), filed compliance reports, and maintained socioeconomic designations through recertification. Led initial HUBZone certification and ISO certification projects.
• Stakeholder Relationship Management: Built and maintained robust relationships with key stakeholders, partners, and clients, ensuring asmooth contracting and compliance lifecycle.
• IT Administration: As Microsoft Global Admin, ensured smooth operation of Microsoft products, handled employee onboarding and offboarding, managed third party tool assignments, assisted with Helpdesk support, and managed company website and domain renewals.
• Facility Security: Acted as Assistant Facility Security Officer (AFSO), conducting new employee briefings and exit debriefings, processing security clearance submissions, managing audits and security programs, and ensuring adherence to NISPOM and other security directives.
• Security Compliance: Supported Facility Security Officer in subcontractor requirements, including facility clearance sponsorship and preparation for DCSA assessments.
• Human Resources Support: Designed and implemented process improvements in HR functions, including reporting structures, communication, performance management, and policy development. Led transition to new HRIS system.
• Benefits Administration: Established and managed company's 401(k) plan, including compliance with ERISA, employee communication, and annual audits. Maintained employee computer benefit reimbursement program and collaborated with third party brokers on compensation and benefits programs.
• Talent Acquisition: Oversaw recruitment processes, including sourcing, screening, interviewing, and onboarding. Enhanced recruitment practices and developed talent acquisition and retention programs.
• Payroll and Financial Administration: Managed payroll processing, including employee timesheets, benefits rates, and invoicing. Coordinated accounts payable and receivable, ensuring timely payments and compliance with tax regulations.
• Training and Transition: Developed and executed training plans, transitioning responsibilities to new hires and providing ongoing support as needed.

• Managed 3 teams made up of 16 employees responsible for various school operations, product line implementation and client support activities
• Foster professional growth of managers/supervisors by coaching and developing employees through delegation
• Counseled Managers/Supervisors regarding wage structures and title changes
• Coached managers on employee performance, employee relations issues and other people management processes
• Managed Yearly Performance Development Review process
• Ensured performance metrics and performance evaluation processes are in place and managed to tie individual and team performance to established goals and objectives
• Assists with administration of cost-of-living increase, incentive-based performance and retention programs
• Analyze workflow, processes and metrics surrounding employee tasks and projects for improvement to diversify teams knowledge and inform streamline support for all clients
• Create training documents, process flow diagrams, cross-training blueprints and ensured cross-team collaboration with specific timeline for each training module
• Oversee team responsible for various aspects of school operations activities with emphasis on school launch, IST operations, school implementation and onboarding
• Collaborate with cross-functional operations leadership team on best practices, training and organizations objectives
• Managed multiple projects with overlapping tasks and responsibilities
• Contribute to various business unit strategy and implementation projects
• Work closely with client services team to maintain excellent client relationships and foster client growth
• Key contributor on various project initiatives improving systems and processes affecting FuelEd organization
• Results driven, proficient in leading projects from concept to implementation, delivered innovative solutions within scope, managed time and budgetary constraints
• Strong emphasis on quality and client satisfaction
• Manage all aspects of user provisioning for FuelEd Organization ensuring continued privacy and security of systems and compliance adherence
• Perform bi-annual IT Compliance SOX audit of 17,000+ internal and external users systems access
• Create and manage all FuelEd Compliance forms and best practices documentation
• Assisted Managers/Supervisors with layoffs, disciplinary actions, terminations, promotions and transfers
• Worked closely with the HR & Legal Department to resolve employee related human resource/legal issues.

• Managed team of five employees responsible for providing various operations solutions to both internal and external clients
• Coordinated management of all Instructional Services Team (IST) operations activities as well as operations management of 300+ clients programs
• Delivered on-the-job orientation and training for new hires and fostered professional development and growth while maintaining high level of team quality
• Maintained 90% or higher overall client satisfaction rating with successful resolution of operations support ticketing request while resolving in a timely manner
• Oversaw various aspects of school operations projects with an emphasis on school launch, maintenance, semester and year-end transition activities
• Worked closely with Client Services team to maintain excellent client relationships and foster client growth
• Served as SME across various topics and represented business unit needs for enterprise-wide system enhancements
• Assisted with IT Compliance activities including the bi-annual audit of internal and external systems user access.

• Scheduled and facilitated in-person and virtual trainings for various targeted audiences across organization
• Developed cross-training blueprints outlining specific training modules to included training resources, ensuring highest level of support to colleagues and clients
• Created training resources and process flow diagrams for dissemination to 10 internal teams
• Collaborated with training team on best practices and new training initiatives
• Assisted external client facing training team with virtual training sessions
• Delivered on-the-job orientation and training for new hires groups of 10+
• Worked closely with various departments across business unit to gather training needs and inform future training objectives.

• Created classrooms, managed student course adds and drops and provisioned teacher accounts and triage and troubleshooting of all course classroom related issues
• Facilitated semester-end timeline, final grade reporting and classroom clean up
• Liaison to key K12 departments including systems, finance and marketing
• Prepared billing reports for finance and analyzed reports data to inform metrics
• Managed teacher certification compliances to ensure state certification requirements
• Built and maintained staff and teacher data management tools to inform teacher workloads and ensure proper student to teacher ratios
• Developed, documented, and implemented operational best practices and processes to ensure student data validity in the K12 databases
• Procured all equipment, materials, and teacher supplies needs for all IST staff
• Developed and maintained relationships with managers of school operations, client services and districts partners and served as SME providing ongoing support.

• Provided information & ensure that families have a firm understanding of the Agora Cyber Charter School Educational Model and the K12 curriculum
• Built and maintained relationships with current and perspective Agora families to ensure satisfaction and referrals of future Agora students
• Verify information on students applications, discuss state and school polices, serve as personal admissions liaison/enrollment advisor to families
• Provide support, and problem solving solutions to the other Agora-SEC's; and handle complex enrollment admissions.