Stacy Bilt
Mission Viejo,CA
Summary
Volunteer engagement leader with 5 years of experience driving regional strategy execution, staff support and supervision, and volunteer management within Girl Scouts of Orange County. Delivered educational programming to elementary students over 5 years as a Substitute Teacher. Proven ability to supervise, coach, and support field-based teams while operational readiness. Skilled in performance management, escalation resolution, and data-informed decision-making to strengthen regional outcomes and align with council priorities.
Overview
15
15
years of professional experience
Work History
Volunteer Manager
Girl Scouts of Orange County
04.2021 - Current
- Provide day-to-day regional leadership across 7 Service Units supporting 1500+ volunteers and 3000+ girls
- Lead team of 3 Volunteer Managers to meet operational initiatives, deadlines, track and analyze data, and budgeting
- Supported 435 troops, with 95% maintaining two registered troop leaders.
- Coach, support, and develop staff and volunteer leaders, reinforcing service standards, consistency, and performance expectations to align with GSOC Policies and Standards
- Primary escalation point for simple and complex volunteer, troop, and Service Unit issues, ensuring timely intervention and to restore trust
- Support regional membership strategies focused on growth, retention, troop health, and volunteer engagement
- Identify Service Unit trends for risks, gaps, and opportunities impacting membership outcomes
- Identify workflow gaps and implement improvements to enhance service delivery and efficiency with over 20 process improvements to strengthen volunteer engagement, staff, communication, and operational efficiency
- Led regional Troop Health tracking and performance analysis using Salesforce and Looker to strengthen Service Unit outcomes.
- Serve as primary staff liaison for seven Service Units (22 Service Unit Leads) and 582 Troop Leaders, supporting volunteer leadership development and retention
- Provide direct coaching and problem-solving support to troop leaders and volunteers within assigned territory
- Lead Service Unit annual planning and budgeting processes aligned with council priorities
- Support recruitment, onboarding, troop placement, and volunteer engagement processes across the region
- Led logistics for cross-functional planning for large events, communications, and operational initiatives
Customer Care Coordinator
Girl Scouts of Orange County
09.2019 - 04.2021
- Managed high-volume casework (~100 cases daily), supporting membership retention and service consistency
- Developed and implemented Salesforce workflow enhancements to improve tracking, efficiency, and reporting accuracy
- Trained and supported team members on systems, policies, and service standards
- Led cross-functional coordination for system and operational projects, ensuring milestone completion and execution success
- Identified process gaps and implemented improvements that increased operational efficiency and reduced costs
- Supported full membership lifecycle processes including recruitment, onboarding, placement, and issue resolution
Customer Service & Sales Specialist
Grandma Lucy’s
09.2017 - 09.2019
- Provided top tier customer service to over 50 customers per day
- Managed key national distributor and retail relationships, ensuring smooth order processing and communication
- Assisted sales team with generating and converting leads
- Developed veterinary partnerships and converted leads into active accounts increasing sales by 3% of total revenue
- Analyzed customer and sales data to identify opportunities for service and operational improvement
Customer Service Specialist / Shift Lead
Starbucks
05.2016 - 09.2017
- Supervised, trained, and coached 3-6 employees daily
- Led daily operations and supported team performance in a high-volume environment for consistently high KPIs in a robust store
- Coached and trained team members on service standards and operational procedures
- Managed and resolved customer escalations.
- Ensured inventory accuracy and operational readiness
Pharmacy Clerk / Customer Care Specialist
Saddleback Pharmacy
10.2011 - 05.2016
- Maintained accurate records, logs, and documentation supporting operational and compliance needs
- Delivered high-quality customer service while maintaining strict confidentiality standards
- Increased sales through upselling of OTC products and solutions.
Education
Bachelor of Science - Physical Education
California State University
FullertonSkills
- Regional Leadership & Staff Supervision
- Membership Growth, Retention & Strategy Experience
- Volunteer Engagement & Lifecycle Management
- Performance Management & Coaching
- Escalation Resolution & Conflict Management
- Salesforce CRM & Data Reporting
- Cross-Functional Collaboration
- Process Improvement & Operational Excellence
- Community Engagement & Partnership Support
- Known for fostering teamwork and achieving measurable results
- Adaptable and reliable with strong focus on communication and organizational skills
What makes this version match the job
- Mirrors their structure: Regional Leadership / Strategy / Service Units / Lifecycle / Collaboration
- Explicitly includes supervision, coaching, and escalation support (core requirement)
- Frames you as already doing Sr. MEM-level regional ownership
- Emphasizes metrics, trends, and corrective action thinking
- Removes lower-level phrasing and replaces with executive leadership language
- If you want, I can now help you with one of these (this role is very promotable if positioned correctly):
- A promotion-style cover letter (very strong for internal move)
- A list of interview questions + ideal answers for Sr. MEM
- Or a “why I’m ready to supervise managers” narrative (this will likely come up directly in interview)
Timeline
Volunteer Manager
Girl Scouts of Orange County
04.2021 - Current
Customer Care Coordinator
Girl Scouts of Orange County
09.2019 - 04.2021
Customer Service & Sales Specialist
Grandma Lucy’s
09.2017 - 09.2019
Customer Service Specialist / Shift Lead
Starbucks
05.2016 - 09.2017
Pharmacy Clerk / Customer Care Specialist
Saddleback Pharmacy
10.2011 - 05.2016
Bachelor of Science - Physical Education
California State University