Ligette Rogers
Atlanta,GA
Summary
Seasoned professional in general and operations management with comprehensive experience leading teams, optimizing processes, and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Registration and Housing Manager
American Physical Society
College Park, USA
10.2022 - Current
- Lead registration and housing operations, ensuring adherence to processes and timelines.
- Oversee development and management of registration websites, establishing the registration framework.
- Train and support temporary staff for onsite registration, providing reports and analytics to organizers.
- Manage customer service and technical issues, maintain data integrity, and recommend process improvements.
- Managed housing operations for academic conferences and events.
- Implemented systems for tracking registration assignments and availability.
- Streamlined processes to reduce waste and improve operational efficiency.
- Supervised staff performance and provided training on best practices.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Coordinated on-site registration logistics for smooth attendee check-in experiences.
- Implemented new software solutions to streamline the registration process effectively.
- Trained staff in registration procedures and oversaw their performance during events.
- Generated detailed invoices for customers who registered for multiple events or services.
- Analyzed customer feedback to identify areas for improvement in the registration process.
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
Meeting Coordinator
American Physical Society
College Park, USA
10.2021 - Current
- Coordinate the planning and execution of multiple meetings, ensuring smooth operation and stakeholder engagement.
- Provide technical support for virtual meetings, addressing and resolving attendee issues efficiently.
- Oversee registration processes for large-scale events, facilitating communication and support for up to 10,000+ participants.
- Manage abstract submission coordination and communication with presenters, fostering a structured and comprehensive scientific agenda.
Housing Coordinator
Spargo, Inc.
Fairfax, USA
04.2019 - 07.2020
- Collaborated with management to optimize the meetings and events process, identifying efficiencies and cost-effective practices for multiple events.
- Monitored event execution to guarantee hotel contract compliance, client satisfaction, and addressed arising issues promptly.
- Managed hotel inventory using tracking tools for large-scale medical conferences, ensuring compliance with corporate guidelines for HCP interactions.
Operations and Project Coordinator | Process Analyst
State Farm Insurance
Atlanta, USA
09.2013 - 04.2017
- Facilitated continuous cost reductions by innovating solutions that resulted in a 3 FTE savings across office hubs.
- Analyzed Average Handle Time and call states through root cause analysis to assess trends impacting customer interactions.
- Implemented Lean Six Sigma and EOM methodologies in training new leaders, and compiled daily reports to assist management in issue resolution and strategy implementation.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Established and maintained quality performance metrics to meet objectives.
- Managed communication channels between various teams involved in the execution of complex projects.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Used control tools to update and monitor project schedules.
- Introduced change improvement plans to achieve goals, methodologies and initiatives.
- Led change management initiatives to enhance organizational effectiveness and employee engagement.
- Analyzed feedback from stakeholders to refine change strategies and implementation plans.
- Established metrics for evaluating the success of change management efforts across departments.
- Performed post-implementation reviews to evaluate success of new initiatives.
- Provided guidance on how best to handle resistance or pushback from stakeholders regarding proposed changes.
- Monitored progress of the change initiative through regular meetings and check-ins with stakeholders.
- Actively sought feedback from stakeholders about their experience with organizational changes so that improvements could be made going forward.
Operations and Office Manager | Catastrophe Claim Automation and Procedures Specialist
State Farm Insurance
Atlanta, USA
03.2005 - 09.2013
- Coordinated the setup and maintenance of disaster relief office operations across various locations, ensuring efficient response to weather-related events.
- Organized internal team and department meetings, handling logistics and thematic development to facilitate 1-2 major events annually.
- Provided first-level technical support, liaised with IT for equipment and network troubleshooting, and oversaw office supply budget and inventory management.
- Implemented onboarding, offboarding, and training processes for a diverse workforce, while managing confidential records and optimizing staff deployment for customer satisfaction.
- Managed daily office operations and maintained efficient workflow.
- Oversaw inventory management and ordered office supplies as needed.
- Assisted in the training and onboarding of new administrative staff.
- Developed office policies to streamline processes and improve efficiency.
- Ensured compliance with company standards and regulations consistently.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Supervised staff members, organized schedules and delegated tasks.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Interpreted and explained work procedures and policies to brief staff.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Developed and maintained procedural documentation for operational workflows.
- Collaborated with teams to streamline processes and improve efficiency.
- Analyzed workflow data to identify areas for improvement.
- Reviewed and updated policies to ensure compliance with regulations.
- Investigated root cause analysis when issues arose related to process breakdowns or discrepancies.
- Participated in project planning sessions to define scope, timeline, resources, roles and responsibilities associated with procedural initiatives.
- Performed research and analyzed content of records to make disclosure determinations.
Education
Bachelor of Science - Industrial Engineering Technology
Purdue University
Certificate - Event Planning
Emory University
Certificate - Virtual Event & Meeting Management
Event Leadership Institute
Skills
- Project Management
- Event Planning
- Vendor Management
- Reporting and Documentation
- Meeting Registration
- Expense Reports
- Inventory Management
- Training
- Coaching
- Data analytics
- Process improvement
- Operations management
- Problem solving
Technology
- Salesforce - Nimble AMS
- Asana
- Slack
- Event Management Databases
- AMS
- EMS
- iMIS
- Google Suites
- Microsoft 365
- eventPower
- Jira
- Culture Amp
- Cvent-Passkey
Certification
- Event Planning Certificate, Emory University
- Virtual Event & Meeting Management Certificate, Event Leadership Institute
- Certified Meeting Professionals (CMP) - Pending
Additional Professional Credentials
- Real Estate License
- Accident and Sickness License
- Adjuster License
Timeline
Registration and Housing Manager
American Physical Society
10.2022 - Current
Meeting Coordinator
American Physical Society
10.2021 - Current
Housing Coordinator
Spargo, Inc.
04.2019 - 07.2020
Operations and Project Coordinator | Process Analyst
State Farm Insurance
09.2013 - 04.2017
Operations and Office Manager | Catastrophe Claim Automation and Procedures Specialist
State Farm Insurance
03.2005 - 09.2013
Bachelor of Science - Industrial Engineering Technology
Purdue University
Certificate - Event Planning
Emory University
Certificate - Virtual Event & Meeting Management
Event Leadership Institute