NEMFEL CATENA
BUSINESS OPERATIONS EXECUTIVE
CASTAIC,CA
Summary
Senior operations executive boosts operational efficiency and service levels to drive sustainable growth across sectors. Cross-functional collaborator and proactive executive leader with skills in policy development, tactical planning and operational problem-solving. Strong diplomatic people leader, leading by example to inspire and cultivate an environment of trust, collective responsibility, and accountability.
Overview
11
11
years of professional experience
Work History
Senior Director - Training Administration
Gavin de Becker & Associates
12.2021 - Current
- Spearheaded expansion projects in alignment with business needs, mission objectives, and overall strategies.
- Tracked trends and suggested enhancements to challenge, refine, and scale the company's training service offerings.
- Reduced operational risk by 27% and solved current and forecasted friction points in business development and growth.
- Implemented escalation procedures to effectively handle time-sensitive operational issues with 20% faster resolution turnaround.
- Drove collaborative efforts with key stakeholders to strategically plan training programs to support vision of annual 10% performance enhancement.
- Implemented and enforced Key Performance Indicators (KPIs) to support performance evaluations.
- Planned, budgeted, and executed $6 million in annual spending across six departments while reducing financial inconsistencies by 95%.
Manager - Training
Gavin de Becker & Associates
08.2020 - 12.2021
- Monitored, analyzed, interpreted, and reported performance trends to provide data-driven solution recommendations to operational obstacles.
- Reduced budgetary expenditures by 17% through contract negotiations for more advantageous terms.
- Slashed all overtime expenses by restructuring staff and management team schedules.
- Revamped VA approved On-the-Job Training program operations and directed the expansion of the program for multi-state approval increasing registration by 26%.
- Mentored and supervised a diverse workforce of 15 team members, conducting scheduling, supervision, and performance management.
- Boosted operational productivity by 30% with system automations and verified early project completion dates by eliminating administrative bottlenecks.
- Streamlined data tracking by coordinating with HR on managing personnel training records with 98% accuracy.
Senior Coordinator
Gavin de Becker & Associates
03.2018 - 08.2020
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping alleviating 20% of manual workflow.
- Liaised between departments to facilitate meetings between project stakeholders to discuss deliverables, schedules, and conflicts.
- Created job files for each project with current data on tracked hours and expenses to keep projects on task and within budgetary parameters.
- Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success and resolved issues through active listening and open-ended questioning.
- Generated strategy and recommended plan to leadership to support inquiry conversion and confirmations of new clients to meet or exceed enrollment targets to client-facing training programs
- Reviews registration, eligibility, and certification life cycles for Certified Training Instructor Program
- Optimized business processes and systems by assessing business needs and developing, proposing and implementing technology solution options
Director of Operations
Gavin de Becker & Associates
09.2017 - 03.2018
- Supervised entire administrative operations of Risk Management Division
- Focused heavily on client reports of residential security assessments.
- Collaborated with stakeholders to define project scope, objectives, deliverables, and success criteria.
- Developed comprehensive projects plan, including timelines, milestones, and resource allocation
- Identified and mitigated project risks and issues by developing contingency plans and proactively addressing challenges to ensure delivery of projects
- Projected, assessed, and maintained department budget, reviewing P&L, ROI
- Solved practical and ambiguous problems and dealt with a variety of concrete variables in situations where only limited information or standardizations existed
- Fostered a success-oriented, accountable environment through creative practices and ideas that fostered an enjoyable work environment
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Director of Training
Gavin de Becker & Associates
01.2017 - 09.2017
- Direct all aspects of multiple comprehensive training programs in response to business goals and initiatives with focus on operational services gap analysis and remediation planning.
- Monitored performance and post launch evaluation for critical projects against Key Performance Indicators (KPIs) and project metrics that clearly demonstrate the value of quality to the business.
- Standardized, proofread, and approved training content/policies/procedures, design, and materials before publication; wrote technical narratives to document processes and design changes.
- Supervised and developed administrative team with a focus on engagement and morale, securing $15k annually toward professional advancement through continuing education & training.
- Conducted market research and draft competitive proposals for training programs and initiatives
- Evaluated monthly ROI for client training programs.
- Regulated competing demands and professionally adapted to frequent change, delays and unexpected events.
- Managed creation of visual elements including infographics, photography, and video for compelling and effective training communications.
Manager - Training
Gavin de Becker & Associates
12.2014 - 01.2017
- Cultivated a culture of sustainability and accountability while fostering a collaborative and inclusive team environment of knowledge sharing through constructive leadership, setting an example, and messaging campaigns.
- Established system for documenting details for long-term accessibility, business continuity plans and change management plans.
- Prioritized Quality Assurance (QA) audits of training administrative operations, SOPs, and system automated workflows to evaluate continued efficiency and relevancy.
- Reviewed and assessed C&Is, SOWs, and partner agreements for nonstandard financial obligations, contract terms and provisions.
- Established staff billets and advancement criteria.
- Oversaw division’s hiring process and onboarding; built, led, empowered, and mentored highly productive operations team members .
- Defined effective and efficient business operation workflows, including process modifications in partnership with stakeholders as SME.
- Piloted transition from hard copy training materials to digital content and forms, saving $10k annually in printing costs and decreased manual workload by 25%.
Lead Coordinator
Gavin de Becker & Associates
06.2014 - 12.2014
- Administered Training Management System and facilitated training cycle for onboarding and annual requirements.
- Standardized training courses from content presentation formatting, dissemination, to evaluation process.
- Evaluated and improved portfolio and project management processes and methodologies.
- Applied multifaceted competence to drive business outcomes as a single-member of the division overseeing company-wide training for up to 75 associates.
- Coordinated venue and catering arrangements, speaker and attendee liaison and material distribution for meetings and events.
- Sourced, vetted, and managed vendor relationships; negotiated contracts; monitored issues, deviations or departures from contractual commitments; and solved or notified appropriate stakeholders.
- Oversaw coordination of scheduling, logistics, and data management for monthly in-person, 10-day training academy of 60+ candidates and instructors.
- Dissected and created SQL query through self-taught methodologies (competent admin).
- Perform all related activities in Training Management System platform including course management, attendance, reporting and troubleshooting while ensuring data integrity and accuracy.
Administrative Associate - Recruitment & Training
Gavin de Becker & Associates
05.2013 - 06.2014
- Independently coordinated all aspects of operational logistics for monthly in-person, 7-day training academy of 30+ candidates and instructors.
- Defined, implemented, and revised SOPs to educate and support ethics and compliance training in tandem with business growth and ensure consistency with core competencies and goals.
- Researched, developed, implemented, and supported new online Training Management System
- Prepared meeting agendas and minutes for distribution and record keeping.
- Tracked records, filed documents and maintained communication between leadership to manage administrative activities.
- Set priorities and problem-solved workflow issues to maintain rapport with clients, candidates, and leadership.
Administrative Associate - Protective Security
Gavin de Becker & Associates
07.2012 - 05.2013
- Updated spreadsheets and databases to track, analyze, and report on business operational data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Drafted professional memos and letters to support business objectives.
- Purchased inventory and completed expense reports for $100k worth of equipment and supplies.
- Edited documents to improve accuracy of language, flow, and readability.
- Kept corporate and client information confidential, adhering to data safety measures.
Education
Bachelor of Arts - English: Rhetoric & Composition
California State University Long Beach
Long Beach, CA08.2008
Associates of Arts - Liberal Arts
Long Beach City College
Long Beach, CA05.2007
Skills
- Corporate Strategy and Development
- OKRs and KPIs
- Develop Business & Organizational Structures
- Operational Analysis
- Process Optimization
- Change and Growth Management
- Manage Programs
- Management Team Leadership
- Team Engagement
- Leadership and People Development
- Policy and Procedure Development
- Critical Systems Thinker
- Complex Problem-Solving
- Results Orientation
- P&L Responsibility
- Budgeting and Forecasting
- Performance Monitoring and Evaluation
- Performance Metrics Analysis
- Trend Identification and Forecasting
- Public Speaking
- Budget Oversight
- Verbal and Written Communication
- CRM Software
- Project Updates
- Portfolio Management
- Coaching and Mentoring
- Staff Training
- Customer and Employee Rapport
- Company Guidelines
- Strategic Planning
- Conflict Resolution
- Risk and Mitigation Analysis
- Mission and Vision
- Departmental Coordination
- Executive Leadership
- Lead Support Skills
- People and Culture
- Guest Relations
- Approachable and Outgoing
Accomplishments
- Board member of IMPACT Personal safety
Programs & Software Competencies
UKG Ready, Genius SIS, Blackboard LMS, Moodle LMS, KnowBe4, Smartsheet, Jotform, Survey Monkey, Google suite, MS suite, Zoom, Adobe, Nitro, CRM (Microsoft Dynamics), DocuWare, ShareFile, Greenhouse ATS, HireVue, Concur, Certify, Camtasia, Articulate Storyline 360, MailChip, Grayscale
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
“Strength and growth come only through continuous effort and struggle."
Napoleon Hill
Timeline
Senior Director - Training Administration
Gavin de Becker & Associates
12.2021 - Current
Manager - Training
Gavin de Becker & Associates
08.2020 - 12.2021
Senior Coordinator
Gavin de Becker & Associates
03.2018 - 08.2020
Director of Operations
Gavin de Becker & Associates
09.2017 - 03.2018
Director of Training
Gavin de Becker & Associates
01.2017 - 09.2017
Manager - Training
Gavin de Becker & Associates
12.2014 - 01.2017
Lead Coordinator
Gavin de Becker & Associates
06.2014 - 12.2014
Administrative Associate - Recruitment & Training
Gavin de Becker & Associates
05.2013 - 06.2014
Administrative Associate - Protective Security
Gavin de Becker & Associates
07.2012 - 05.2013
Bachelor of Arts - English: Rhetoric & Composition
California State University Long Beach
Associates of Arts - Liberal Arts
Long Beach City College
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