Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
Generic

Sara Gleason

Parker,CO

Summary

Dynamic leader specializing in customer service, financial stewardship, strategic planning, and project management. Demonstrated success in implementing community engagement initiatives that drive positive change. Expertise in data analysis for optimizing resource allocation and improving operational efficiency, with an unwavering dedication to excellence.

Overview

23
23
years of professional experience

Work History

Director of Internal Strategy

Humane Colorado (formerly Dumb Friends League)
Denver, CO
07.2023 - Current
  • Project management of large-scale organizational initiatives, including a rebrand from Dumb Friends League to Humane Colorado, with a project budget of $1.5 million
  • Lead implementation of the organization's strategic plan
  • Serve as a liaison between all locations and departments to create synergies and comprehensive solutions to advance the vision, mission, and values of the organization
  • Oversee call center, including data-driven forecasting, workforce planning, and staff development

Director of Community Engagement

Humane Colorado (formerly Dumb Friends League)
Denver, CO
07.2022 - 07.2023
  • Monitored and assessed the needs of priority communities to ensure the most impactful, yet disciplined use of resources
  • Oversaw Call Center, Humane Education, and Community Outreach programs
  • Supported and facilitated partnerships with other organizations that serve priority communities
  • Compiled, reported, and presented data to internal and external stakeholders

Call Center Manager

Humane Colorado (formerly Dumb Friends League)
Denver, CO
11.2014 - 07.2022
  • Established and led a high-volume, hybrid call center, handling over 100,000 calls per year
  • Implemented channels for non-English speakers to connect with the organization
  • Designed a departmental training program and retained all training collateral

Executive Escalations Senior Lead

Sprint | Nextel Communications
Lone Tree, CO
08.2002 - 10.2014
  • Handled escalations at the executive level in a high-volume call center environment
  • Researched and resolved complex billing issues and negotiated payment arrangements to maintain client relationships and meet collections goals
  • Managed independent outbound projects and supported inbound call volume to achieve key call center metrics

Education

Graduate Certificate - Project Management

CSU Global
08-2024

Bachelor of Arts - Communication

Metropolitan State University of Denver
12-2012

Skills

  • Project Management
  • Fiscally Responsible Budget Management
  • Critical Thinking and Ethical Decision Making
  • Data Analysis and Reporting
  • Change Management
  • Excellent Written and Verbal Communication
  • Program Management
  • Cross-Team Collaboration
  • Ability to Prioritize, Adapt, and Problem-Solve in High-Pressure Environments

Volunteer Experience

Board of Directors, Colorado Pet Pantry, 2023 to present

Humane Colorado Disaster Response Team, 2014 to present

Timeline

Director of Internal Strategy

Humane Colorado (formerly Dumb Friends League)
07.2023 - Current

Director of Community Engagement

Humane Colorado (formerly Dumb Friends League)
07.2022 - 07.2023

Call Center Manager

Humane Colorado (formerly Dumb Friends League)
11.2014 - 07.2022

Executive Escalations Senior Lead

Sprint | Nextel Communications
08.2002 - 10.2014

Graduate Certificate - Project Management

CSU Global

Bachelor of Arts - Communication

Metropolitan State University of Denver

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