Norma Andrade
Hoffman Estates,IL
Summary
Well-qualified leader with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Focused on successful team building, cost-cutting, and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
15
15
years of professional experience
Work History
Specialty Team Enrollment Advisor
Pearson Online Learning Services
Elk Grove Village, IL
10.2018 - Current
- Helped learners complete applications and navigate admissions processes.
Met or exceeded enrollment and retention goals consistently.
Provided prospective or new students with information about educational and career planning, university resources, and academic programs.
Created and followed call scripts and flows to maximize effectiveness.
Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients and increase sales and retention by 10% equating to 95% retention rate
Conducted orientation sessions and organized on-the-job training for all advisors.
Reviewed and edited all training materials for accuracy and company policy compliance.
Created in-depth training manual for all employees.
Assisted in managing employee coaching, training, and performance improvement actions.
Analyzed effectiveness of training programs at all levels and recommended updates.
Led daily, weekly and monthly coaching, counseling, and feedback sessions.
Conceptualized future program components.
Admissions Advisor
KeyPath
Schaumburg, IL
01.2018 - 09.2018
- Regularly met with enrolled students to confirm success and identify problem areas.
- Assessed student's abilities and recommended degree programs to highlight strengths.
- Conducted academic advisement services for students on reoccurring basis to maintain educational progression.
- Identified and addressed concerns of incoming students and parents.
- Gathered necessary paperwork and applications for students to initiate enrollment process.
- Provided design content and instruction for SEP courses and workshops.
- Consulted with candidates on primary research, data collection, bibliographies and model writing assistance.
- Met firm deadlines while applying results-driven and goal-oriented methodology to teaching initiatives.
- Made recommendations for continuous improvement related to use of new teaching tools, resources and training and improvement of online doctoral education instruction.
Interim Operations Manager
Marriott International
Schaumburg, IL
12.2016 - 01.2018
- Worked in a matrix management environment with oversight of division-level managers, operations, sales, finance, human resources, safety, and compliance.
- Established and administered annual budget with controls to prevent overages, minimizing burn rate, and support sustainability objectives.
- Devised processes to boost long-term business success and increase profit levels.
- Reviewed shift reports understanding current numbers and trends.
- Participated in financial activities such as setting room rates, establishing budgets, and allocating funds to departments.
- Hired and trained new employees, demonstrating the best methods for serving clients and guests.
- Handled guest complaints and offered complementary services to maintain high guest satisfaction rates.
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote a safe working environment.
- Eased team transitions and new employee orientation through effective training and development.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Directed management meetings to enhance collaboration and maintain a culture based on trust and group problem-solving.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Assisted with marketing strategy creation and advertising initiatives to better promote the facility to the public.
- Oversaw preparation and management of event budgets to deliver at or below projected costs.
- Hired and cross-trained staff members for various event-specific functions and assess employees' understanding of associated processes and procedures.
- Promoted adherence to client-event requirements through delegation, prioritizing, and management of entire production lifecycle from concept to execution.
- Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization, rehearsal, ceremonies, and receptions.
- Raised property accuracy and accountability by creating a new automated tracking method.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders, and serving as a key advocate for various personnel issues.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Launched staff engagement, gender diversity, and cultural programs in addition to robust reporting tools that increased operational quality.
Hotel Operations Manager
Marriott International, Inc.
Arlington Heights, IL
12.2016 - 01.2018
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of 125-room hotel with staff of 60 employees.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Monitored company inventory to keep stock levels and databases updated.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
- Analyzed consumer behavior and performance metrics of demand campaigns to optimize strategy and channel mix.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
Assistant Executive Housekeeper
Hyatt Hotels Corp
Deerfield, IL
06.2015 - 11.2015
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Coordinated daily workflow through task prioritization and concise scheduling.
- Participated in team-building activities to enhance working relationships.
- Resolved problems, improved operations and provided exceptional service.
Rooms Operation Supervisor
Marriott International, Inc.
Rosemont, IL
01.2014 - 06.2015
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Directed strategic workforce planning, performance management, and benefits administration.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored over 24 employees' day-to-day activities and made plans to rectify issues.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Sales and Marketing Specialist
KeyImpact Sales
Elk Grove Village, IL
10.2012 - 01.2014
- Researched competitor marketing trends and prices using data analysis.
- Implemented advertising campaigns and prepared promotional materials.
- Supported sales staff by providing market trends, account analyses and new product information.
- Examined needs, wants and spending patterns of target audience.
- Liaised between internal and external stakeholders, clients and various external vendors to develop and implement client solutions.
- Performed outside business-to-business sales with proven proficiency in prospecting and territory management.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Contributed to event marketing, sales and brand promotion.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
Event Operations Manager
Marriott International, Inc.
Lincolnshire, IL
07.2007 - 02.2013
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
- Oversaw preparation and management of event budgets to deliver at or below projected costs.
- Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization, and rehearsal, ceremonies, and receptions.
- Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events.
- Directed banquet team with more than 120 employees, expertly handling administrative and operational duties to consistently meet performance targets.
Education
Master of Project Management - Project Management
Keller Graduate School of Management
Downers Grove, IL05.2022
MBA - Human Resources Management
Maryville University of Saint Louis
St Louis, MO08.2020
Bachelor of Science - Meeting And Event Planning
Lexington College
Chicago, IL05.2007
Skills
- Market Dynamics
- Account Updates
- Team Building
- Inter-Department Collaboration
- React
- Verbal And Written Communication
- Results-Oriented
- Time Management Skills
- Customer Needs
- Strong Analytical Thinking
Timeline
Specialty Team Enrollment Advisor
Pearson Online Learning Services
10.2018 - Current
Admissions Advisor
KeyPath
01.2018 - 09.2018
Interim Operations Manager
Marriott International
12.2016 - 01.2018
Hotel Operations Manager
Marriott International, Inc.
12.2016 - 01.2018
Assistant Executive Housekeeper
Hyatt Hotels Corp
06.2015 - 11.2015
Rooms Operation Supervisor
Marriott International, Inc.
01.2014 - 06.2015
Sales and Marketing Specialist
KeyImpact Sales
10.2012 - 01.2014
Event Operations Manager
Marriott International, Inc.
07.2007 - 02.2013
Master of Project Management - Project Management
Keller Graduate School of Management
MBA - Human Resources Management
Maryville University of Saint Louis
Bachelor of Science - Meeting And Event Planning
Lexington College
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