Stacy Cookley
Catonsville,MD
Summary
Results-driven management professional with extensive experience in leading branch operations and maximizing efficiency. Known for fostering collaborative work environment and achieving high-performance results. Reliable and adaptable, with excellent skills in strategic planning, financial and sales management, leadership, and client relations.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Area Manager
Enterprise Mobility
05.2021 - Current
- Track and monitor financials for 7 branch locations including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Consecutively rank at the top 1 - 5 percentile on the Manager Performance Matrix 9 out of last 10 months.
- Finished top 5 in the company with the Gallup Employee Engagement Survey for FY24.
- Interview and hire employees with top-level strengths to contribute to the success of the branches, and add a diverse skill set.
- Spearhead marketing and sales initiative leading to 35% increase in new clients.
- Resolve problems with high-profile clients to maintain relationships and increase repeat customers.
- Hold Career Development Meetings (CDMs) with sales team to identify areas of opportunities to offer insight into best practices.
- Achieve 90% employee retention rates by creating an inclusive work environment where staff feel valued and supported.
Flagship Branch Manager
Enterprise Mobility
11.2020 - 05.2021
- Decreased Break Even By $97/car and increased Operating Profit by $107/car
- Managed 10+ employees to ensure proper underwriting compliance to mitigate risk and boost sales increasing revenue by 35% FYTD from PY.
- Improved Net Profit by over $30k in the last FY.
- Developed a strong network of clients to boost fleet achieving 15% growth in occupancy and 41% growth in fleet size (180 cars to 254).
- Improved Customer Service Index Score by 9 points MTD (currently at 89%, which is 7% over company avg.) by resolving client issues promptly.
- Won Exceptional Achievement Award (EAA), ranking #1 branch in sales by increasing customer satisfaction, profitability, and growth through data analytics and streamlining processes.
- Execute daily audits on over 50 customer contracts to ensure company policy and legal compliance are met.
- Tracked fleet health for 200+ car operation to reduce and control the core costs by 10% each month.
Veterans Affairs Supportive Housing Coordinator (VASH)
Housing Authority of Baltimore City
10.2018 - 11.2020
- Conducted pre-screening interviews for over 80 clients per month ensuring timely transitions to permanent housing and appropriate usage of housing subsidies.
- Audited files and collected payments on fraud cases.
- Negotiated adequate and affordable housing contract with landlords and real estate for clients with histories of homelessness, mental illness and substance abuse, occupying over 960 apartments by providing direct, hands-on support services.
- Improved tenant satisfaction by promptly addressing concerns and providing effective solutions; tracking utilizing internal databases.
Program Specialist II
Housing Authority of Baltimore City
04.2017 - 10.2018
- Coordinated 2 orientations per month for new clients and landlords.
- Conducted 8 briefings per month for new, and existing participants.
- Built strong relationships with internal and external partners to secure resources and support necessary for program success.
- Streamlined communication channels between departments, creating synergy and enhancing overall organizational workflow efficiency.
Customer Relations Team Lead
Housing Authority of Baltimore City
08.2014 - 04.2017
- Implemented customer response time program decreasing response time from 72 hours to 12-24 hours, and increasing customer satisfaction by 70%.
- Trained and onboarded 2-5 new employees per month.
- Directed 12 customer service agents, while assisting front-line team streamline processes to work effectively with over 280 clients daily.
Education
MBA - Cyber-Security Risk Management & Marketing
American University, Kogod School of Business
Washington, D.C12.2018
BS - Criminal Justice & Psychology
University of Baltimore
Baltimore, MD01.2014
Skills
- Microsoft Office Suite
- Recruitment & Interviewing
- CRM/Salesforce
- Employee Development & Performance Evaluation
- B2B Sales/Growth
- Customer Relations Specialist
- Process Improvement
- Cost Reduction Strategies
- Risk & Logistics Management
- Budgeting and Forecasting
- Sales Leader & Results Oriented
Timeline
Area Manager
Enterprise Mobility
05.2021 - Current
Flagship Branch Manager
Enterprise Mobility
11.2020 - 05.2021
Veterans Affairs Supportive Housing Coordinator (VASH)
Housing Authority of Baltimore City
10.2018 - 11.2020
Program Specialist II
Housing Authority of Baltimore City
04.2017 - 10.2018
Customer Relations Team Lead
Housing Authority of Baltimore City
08.2014 - 04.2017
BS - Criminal Justice & Psychology
University of Baltimore
Certified Specialist of Occupancy- Housing Choice Vouchers (NAHRO)
MBA - Cyber-Security Risk Management & Marketing
American University, Kogod School of Business
Certification
Certified Specialist of Occupancy- Housing Choice Vouchers (NAHRO)
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