Norma Flores

Center Manager

Texas Migrant Council

02.1991 - 04.2011

Checked facility, employee work and service levels to maintain compliance with company and industry standards.
Managed work and performance of more than 52 employees.
Processed payroll for over 52 employees as part of sound human resources and financial management strategies.
Directed daily operations at busy Migrant Head start.
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Trained and guided team members to maintain high productivity and performance metrics.
Assisted in recruiting, hiring and training of team members.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Trained new employees on proper protocols and customer service standards.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Reported issues to higher management with great detail.
Managed purchasing, sales, marketing and customer account operations efficiently.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Prepared annual budgets with controls to prevent overages.
Introduced new methods, practices, and systems to reduce turnaround time.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.