Octavia Stewart
Columbia,MO
Summary
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
10
10
years of professional experience
Work History
DIRECTOR OF PEOPLE
Boys & Girls Clubs of Columbia
11.2023 - 01.2025
- Developed and implemented improved strategies to recruit employees, employee records, completion of benefit enrollments. Overall, improving employee retention by 74% within the first six months of tenure.
- Established a more robust onboarding process, including implementing an HRIS system, that increased new hire satisfaction scores by 30%.
- Designed performance management systems, including 360-degree feedback and semi-annual reviews, resulting in a 20% increase in employee performance metrics.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Reduced operational risks while organizing data to forecast performance trends.
CUSTOMER SERVICE REPRESENTATIVE
Kyndryl
09.2022 - 11.2023
- Acted as the primary service management contract, ensuring seamless delivery of operational activities for clients.
- Enhanced customer satisfaction by maintaining SLA compliance and resolving service delivery issues efficiently through mitigation of security risk.
- Led hardware and software inventory updates that align with asset management protocols.
- Focal point for all aspects concerning service delivery daily through data entry and reports.
- Participated in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and supporting the DPE in the service status meetings held with the client.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
INCIDENT PROBLEM CHANGE COORDINATOR
IBM
11.2020 - 09.2022
- Served as a client focal point for daily delivery of monitoring active client incident, problems, and changes.
- Supported service satisfaction metrics by contributing to a 20% improvement in client satisfaction scores.
- Collaborated with delivery organizations to optimize resource allocation while streamlining IPC processes through data entry.
- Supported the DPE in the establishment of client satisfaction measurements regarding due services.
- Negotiated agreements among diverse parties during challenging discussions around potential changes or conflicts.
- Contributed to operations, financial and technical processes to drive innovative solutions.
UNIT DIRECTOR
Boys & Girls Clubs of Columbia
07.2015 - 11.2020
- Recruited, trained, and supervised employees while maintaining a 90% employee retention rate year-over-year.
- Reduced staff turnover rates by fostering a supportive work environment and providing professional development opportunities.
- Streamlined unit operations for increased efficiency through effective delegation and task prioritization.
- Utilized data-driven decision making to identify areas for improvement within the unit''s performance metrics.
- Improved employee retention rates by implementing comprehensive onboarding programs and ongoing professional development and mentorship opportunities.
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
Education
Associate of Arts - Business Administration & Management
Moberly Areas Community College
Skills
- Hard Skills: Talent Acquisition & Retention HRIS Systems CRM Systems Microsoft & Google Suite Slack Compliance, Contract, & Policy Development Service Delivery Optimization Resource Allocation Budget Management Data Entry
- Soft Skills: Analytical Thinking Communication Detail Oriented Time Management Strategic Planning Leadership & Team Building Coaching Problem Solving Risk & Change Management Customer & Client Service Conflict Resolution Employee Engagement & Coaching
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
DIRECTOR OF PEOPLE
Boys & Girls Clubs of Columbia
11.2023 - 01.2025
CUSTOMER SERVICE REPRESENTATIVE
Kyndryl
09.2022 - 11.2023
INCIDENT PROBLEM CHANGE COORDINATOR
IBM
11.2020 - 09.2022
UNIT DIRECTOR
Boys & Girls Clubs of Columbia
07.2015 - 11.2020
Associate of Arts - Business Administration & Management
Moberly Areas Community College
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