Nicholette Phelps
CA
Summary
Dynamic leader with a proven track record at Phelps Consulting and Golden Gate National Parks Conservancy, excelling in client service and project management. Spearheaded innovative training programs and strategic initiatives, driving business growth and enhancing customer satisfaction. Skilled in fostering strong client relationships and leading cross-functional teams to achieve significant organizational improvements.
Overview
37
37
years of professional experience
Work History
Owner, CEO
Phelps Consulting
01.2008 - Current
- Develop and implement individualized training programs for executive and associate level personnel in government, non-profit and for profit clients.
- Provide visions raising and strategic planning trainings at the executive and board level.
- Specialize in in-person, interactive training design tailored to client needs to increase customer and employee satisfaction.
Senior Vice President, Visitor Programs/Services Manager
Golden Gate National Parks Conservancy
04.1988 - 03.2024
- Hired and managed a nationally recognized service tram of 125 associates to maximize productivity focused on best practices and protocols.
- Collaborated with executive leadership team members on long-term strategic planning that ensured sustainable success for the company.
- Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges.
- Developed and executed strategic initiatives to drive business growth, resulting in higher revenues and market share expansion.
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
- Influenced organizational change initiatives that resulted in significant improvements in workplace efficiency and employee satisfaction.
- Developed measurement tools, dashboards, and reports to track metrics on adoption and effectiveness of initiatives.
- Established and directed successful programs focused on [Area].
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Oversaw budgeting and financial planning for service department, achieving cost savings through streamlined operations and optimized resource utilization.
- Effectively managed vendor relations to secure competitive pricing on parts and supplies needed for daily operations.
Accomplishments
- Alcatraz Visitor Experience: Client: National Park Service, including the production of the award-winning"Doing Time: The Alcatraz Cellhouse Tour", the Alcatraz After Dark Program, Alcatraz Behind the Scenes Tour. Annual income derived from these programs: $23 million.
- Golden Gate Bridge Visitor Experience: Client, Golden Gate Bridge District. Designed and implemented the renovated visitor experience, including personal tour program, simulated photo program and food and beverage service.
- Golden Gate Club Conference Center: Directed the redesign, business systems and operations program for the Golden Gate Club, a conference facility in the Presidio of San Francisco.
Affiliations
- Public Lands Alliance, Training Corps 2012 -2020
- Training Resorces Network, Board Member, 2015 to present
Timeline
Owner, CEO
Phelps Consulting
01.2008 - Current
Senior Vice President, Visitor Programs/Services Manager
Golden Gate National Parks Conservancy
04.1988 - 03.2024
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