MELANIE PENA
Fort Worth
Summary
Committed to enhancing lives of shelter animals while advancing operations at a large animal shelter toward progressive initiatives.
Overview
18
18
years of professional experience
Work History
Outbound Supervisor
City of Fort Worth
Fort Worth
2022.09 - Current
- Strengthened and continued to strengthen relationships between volunteers, fosters, rescue, and transport partners.
- Responsible for training/coaching outbound team members.
- Implemented policies and processes for outbound programs to improve all aspects of customer service
- Worked closely with upper management and team members to develop long-term plans for the growth of outbound, to continue to assist in higher live release.
- Conducted performance evaluations, providing feedback for staff development.
Volunteer Coordinator
Fort Worth Animal Care and Control
Fort Worth
2021.08 - 2022.09
- Developed training materials for new volunteers to ensure effective engagement.
- Scheduled and managed volunteer shifts to support daily operations at the shelter.
- Organized community outreach events to promote animal adoption and awareness.
- Facilitated communication between volunteers and shelter staff to enhance collaboration.
- Maintained accurate records of volunteer hours and activities for reporting purposes.
- Assisted in creating a positive environment that encouraged volunteer retention and satisfaction.
Owner/Manager
Mel's Pet Care
Cliffside Park
2017.12 - 2021.02
- Owner of Mel's Pet Care; a dog walking and pet sitting business in the Cliffside Park, NJ area
- Built strong relationships with clients
- Offered dog walks, in home pet boarding, cat care visits, etc
- Took pride in giving back to animal related and social organizations every month
- Owner of Mel's Pet Care; a dog walking and pet sitting business in the Cliffside Park, NJ area
Management Trainee
Enterprise
Fairview
2016.01 - 2017.12
- Planned agenda to ensure smooth day to day operations
- Made and maintained new partnerships through marketing and relationship building
- Assisted in training and development of new hires
- Worked with body shops and insurance companies, to deliver a great customer service experience
- Contributed in increasing the branches customer service score while consistently receiving personalized reviews by customers
Shelter Supervisor
Liberty Humane Society
Jersey City
2013.01 - 2016.01
- Responsible for managing staff and having weekly meetings
- Communicated with volunteers, adopters and rescue partners
- Monitored overall physical and mental health of the shelter animals
- Moved animals throughout the shelter as needed (from intake to adoption floor)
- Performed behavior evaluations on new dogs
- Educated adopters in responsible pet ownership
- Worked directly with Shelter Manager to achieve our daily/weekly/monthly goals
- Increased staff retention rate
Volunteer Coordinator
Liberty Humane Society
Jersey City
2012.01 - 2013.01
- Developed, maintained and updated key elements of the volunteer program
- Identified areas where shelter can optimize use of volunteers
- Ensured day-to-day volunteer program ran smoothly and efficiently
- Managed volunteer recruitment and placement for all shelter opportunities
- Expanded community engagement by developing appropriate programs
- Managed all aspects of off-site adoption events, including ensuring coverage was provided
- Held volunteer orientations twice a month
- Created a positive volunteer atmosphere and increased the number of volunteers every month
Assistant Manager
Port Imperial Paws
Weehawken
2008.01 - 2011.01
- Responsible for training and hiring new employees
- Provided excellent customer service to clients
- Organized weekly work schedules for staff
- Opened and closed store operations
- Managed social media for business
- Responsible for an average of 50 dogs daily
Education
Bachelor's - Business Management
Saint Peter's University
Jersey City, NJ01.2011
Skills
- Leadership experience
- Community engagement
- Volunteer management
- Team building
- Problem solving abilities
- Excellent communication
- Customer service skills
Hobbies and Interests
Volunteering with non-profit organizations
Languages
Spanish, Bilingual
Timeline
Outbound Supervisor
City of Fort Worth
2022.09 - Current
Volunteer Coordinator
Fort Worth Animal Care and Control
2021.08 - 2022.09
Owner/Manager
Mel's Pet Care
2017.12 - 2021.02
Management Trainee
Enterprise
2016.01 - 2017.12
Shelter Supervisor
Liberty Humane Society
2013.01 - 2016.01
Volunteer Coordinator
Liberty Humane Society
2012.01 - 2013.01
Assistant Manager
Port Imperial Paws
2008.01 - 2011.01
Bachelor's - Business Management
Saint Peter's University