Nicole L. Brown
Washington,DC
Summary
Experienced manager supporting personnel and membership administration and human resources operations in the military and private sector. Well-versed in the process and policy of large organizations, including benefits administration, employee relations, training, performance management, membership services, policy implementation, recruitment/employment, affirmative action, and employment law compliance.
Overview
29
29
years of professional experience
Work History
Child Development Membership Manager
Society
06.2022 - 10.2023
- Association membership manager with professional society representing developmental scientist faculty maintaining membership database
- Develops monthly membership dashboard to track membership trends and demographics and data visualizations for governance meetings
- Develops and executes membership outreach, growth, and retention campaigns
- Develops membership marketing messaging to drive engagement in SRCD program offerings for review by Communications Director
- Serve as technical lead for SRCD Membership Database and assist staff with database issues and training needs
- Collaborates within and across departments to impact SRCD-wide metrics and achieve individual, departmental, and organizational goals
- Provides administrative support for SRCD Caucuses and Caucus leadership
- Identifies opportunities for improved member analytics
- Supervises Membership Associate
- Increased new membership by 10% within first year
- Increased member renewal by 15% within first year
- Established team priorities, maintained schedules and monitored performance
- Defined clear targets and objectives and communicated to other team members
- Developed detailed plans based on broad guidance and direction
- Responded to customer calls and emails to answer questions about products and services
Credentialing & Certification Manager
Virtual Inc
01.2016 - 01.2022
- Developed processing calendar to create relevant communications plan to ensure/leverage seasonal productivity and weekly dashboard to track trending application processing times and problem resolution for governance of Massachusetts Board of Nursing
- Supervised team of 5 in Credentialing and Certification Department for Massachusetts Department of Health
- Organize and process multiple candidate applications and payments for state of Massachusetts Board of Nursing candidates
- Monitored candidate tracking of nonpayment and incorrect information for both nursing and pharmacy candidates.
- Received, reviewed and evaluated various documents for certifications
- Interpreted requirements and reviewed projects to assess compliance
- Communicated with internal and external individuals to acquire information concerning certifications
- Oversaw development and implementation of improvements to support and network operations
Customer Service Supervisor
Xerox Corporation
01.2014 - 01.2016
- Managed all front-line functions, including maintaining personnel files, inputting payroll, and arranging agent work schedules based on information from workforce administrator
- Monitored agent performance through call activity reports, customer feedback, and remote and side-by-side observations
- Provided feedback, recognition, and performance improvement suggestions
- Successfully managed member communications, new member orientation, and renewal activities, contributing towards increase of $100k in renewal fees
- Supervised production of project estimates and schedules and supported clients in research, review, and analysis of project claims
- Supervised team of 17 agents in inbound call center
- Coached employees through day-to-day work and complex problems
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Led regular customer service meetings to review progress identify challenges and provide feedback
TH Engineer Brigade Staff Administrative/Executive Assistant
United States Army
01.1995 - 01.2013
- Managed Brigade Human Resources program and led recruitments for several military bases, ranging from 50 to 200 members
- Counseled assigned personnel to ensure met prerequisites for attendance at appropriate military schools
- Verified following sequence of courses required for Reservists' career development and provided prerequisite data for assigned individuals for their planning
- Established and maintained organizational pinpoint publication accounts to support scheduled classes
- Distributed publications to instructors and classes as required
- Advised on eligibility for transfer or assignment to unit, prerequisites for and documentation required for course registration, course requirements as they affect promotions and pay, training opportunities available through Battalion, and requirements for instructor staff
- Forecasted actionable insights from data mining to drive feature development across the military
- Drive organizational excellence to manage day-to-day operations of Soldiers, civilians, and spouses, with membership base of 200k
- Prepared financial analyses and reports in support of Senior Leadership functions and delivered training and mentoring to staff on proper use of SOP
- HR Administration
- Reviewed actions associated with a variety of personnel, administrative, and clerical functions in support of operations of Battalion and satellite training sites
- Maintained unit's military personnel records, requests for personnel security clearance, and requests for reassignments, discharges, and transfers
- Maintained Center Level Application System (CLAS) database
- Disability Administration
- Administered incapacitation pay program, coordinated unit's family support program, administered and processed officer promotion packets, and oversaw enlisted promotion program
- Reviewed and coordinated input for personnel action boards
- Maintained unit medical records and ensured proper administration of physicals, HIV testing, and panographic X-rays
- Prepared standard operating procedures to cover a variety of administrative activities for unit
- Maintained personnel, finance, and medical records following regulatory requirements and policies
- Reconstructed retirement documents to account for reserve retirement points
- Prepared recurring and one-time reports and performed analysis to assist in compiling data for Unit Status Report
- Participated in unit's planning process or prepared and submitted budget proposals to Commander based on unit's needs.
- Handled confidential and sensitive information with discretion and tact
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time
- Organized and coordinated conferences and monthly meetings
- Processed travel expenses and reimbursements for executive team and senior management group
- Conducted research and analyzed data to provide detailed reports on various business topics
Education
Bachelor of Arts - History and English
Fisk University
Nashville05.2019
Skills
- Employee Relations
- Data Mining
- Performance Management
- Social Media and Public Relations
- Compensation
- Membership Development
- Affirmative Action
- Talent Management
- Organizational Development
- Training and Development
- Employee Performance
- Corrective Action
- MS Office - MS Word, MS Excel
Timeline
Child Development Membership Manager
Society
06.2022 - 10.2023
Credentialing & Certification Manager
Virtual Inc
01.2016 - 01.2022
Customer Service Supervisor
Xerox Corporation
01.2014 - 01.2016
TH Engineer Brigade Staff Administrative/Executive Assistant
United States Army
01.1995 - 01.2013
Bachelor of Arts - History and English
Fisk University
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