Taylor O'Neill
Austin ,TX
Summary
Enthusiastic training and development professional with robust background in designing and implementing impactful training programs. Adept at fostering team collaboration and driving results through adaptive strategies. Skilled in curriculum development, instructional design, and leadership. Known for effectively meeting organizational needs and enhancing workforce competencies. Personable and confident leader under pressure while demonstrating strong analytical, communication, and teamwork skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Director of Training & Chief Operating Officer
Service Dogs, Inc. (Non-Profit)
06.2023 - Current
- Promoted to COO in December 2024.
- Oversee day-to-day operations with a team of 30 employees across multiple departments, ensuring timely delivery of projects and streamlined workflows.
- Streamlined onboarding processes for new hires, ensuring a smooth integration into the company culture. Optimized team growth by 500% in less than two years.
- Implemented a robust system for tracking employee progress throughout various stages of their career, identifying opportunities for further growth or skill enhancement when necessary.
- Further evaluated training effectiveness by analyzing feedback and adjusting content accordingly for optimal results. The implemented employee continuing education program has reduced total training months by 55%.
- Initiate strategies with fundraising team to drive company growth and annual goals.
- Successfully have doubled the service animal team through robust collaboration with the shelters.
- Championed the adoption of new technology solutions to streamline operations, automate manual tasks, and improve overall efficiency levels. Successfully reduced administrative workload over 250 hours annually.
- Manage financial, operational and human resources to optimize business performance.
Employee Development Manager & Dog Trainer
Best Little Dog House
05.2022 - 06.2023
- Presented project updates during executive meetings to maintain transparency around progress towards key objectives while addressing any concerns raised by leadership stakeholders.
- Elevated overall training and team performance efficiency by setting clear goals, milestones, and expectations for both client care and canine training.
- Recruited, interviewed, and hired employees. Developed a comprehensive onboarding program for new team members, providing necessary training and resources to enable rapid integration into ongoing development.
- Conducted regular performance reviews and set clear objectives for team of 20 members, leading to a more motivated and focused development team.
- Spearheaded development of new training program, significantly enhancing service and generated additional revenue.
Co-Founder & Operations Manager, Dog Trainer
Revival Dog Training
05.2021 - 05.2022
- Developed and executed strategic plans that built operational infrastructure and established foundational processes for business growth.
- Oversaw talent acquisition efforts, building a diverse team of skilled professionals who contributed significantly to the company's success.
- Achieved significant cost savings by negotiating contracts and optimizing resource allocation.
- Strengthened financial health by effectively managing capital raises and budget allocations.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance.
- Collaborated with board executives strategic visions to execute company visibility and effective training programs.
- Promoted culture of continuous learning among staff by regularly hosting professional development workshops on latest training methodologies.
Unit Coordinator & Data Analyst
Memorial Hermann Home Health & Hospice
10.2019 - 05.2021
- Evaluated care delivery systems and developed comprehensive patient care plans to provide the highest quality, patient-centered results.
- Collected and analyzed data related to customer service, patient charges and supply utilization.
- Spearheaded quality initiatives with Unit Coordinators on unit-specific protocols, contributing to overall team proficiency in delivering exceptional patient care experiences. Quality Care scores improved by 43% throughout tenure.
- Identified and facilitated resolution of unit operational problems independently, collaborating with stakeholders how to optimize resource allocation.
- Establish KPIs and coordinated scheduling and licensing for approximately 360 clinicians throughout home health and hospice divisions.
- Accountability to oversee, implement and monitor $37.8M labor and reimbursement budget, ensuring compliance.
- Handled confidential patient information with discretion, adhering to HIPAA regulations to protect privacy rights.
Patient Services Coordinator & Team Lead
Healthlabs.com
07.2017 - 10.2019
- Promoted to Team Lead in December 2017 in conjunction to leading virtual team of 16 coordinators for nationwide diagnostic testing service.
- Improved patient service scripts and internal training materials to streamline analytical data and charting tasks related to patient information.
- Responded effectively to challenging situations involving patients while maintaining a calm demeanor, positive attitude, consistency and empathetic delivery.
- Developed effective improvement plans in alignment with goals and specifications for team performance assessments.
- Managed and enhanced team protocols regarding sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times. Ensured services complied with state and federal regulatory requirements
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan with local providers.
- Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.
- Consistently exceeded performance benchmarks in all key areas, including call volume, average handling time, error rates, and satisfaction scores.
Education
Associate of Arts - Business Administration & Management
University of Houston
Houston, TX01.2013
Skills
- Team management and collaboration
- Teamwork
- Critical thinking
- Problem solving and Decision-making
- Multitasking abilities
- Excellent communication
- Customer needs assessment and satisfaction
- Training program development
Certification
- Project Management, Coursera - January 2023
Timeline
Director of Training & Chief Operating Officer
Service Dogs, Inc. (Non-Profit)
06.2023 - Current
Employee Development Manager & Dog Trainer
Best Little Dog House
05.2022 - 06.2023
Co-Founder & Operations Manager, Dog Trainer
Revival Dog Training
05.2021 - 05.2022
Unit Coordinator & Data Analyst
Memorial Hermann Home Health & Hospice
10.2019 - 05.2021
Patient Services Coordinator & Team Lead
Healthlabs.com
07.2017 - 10.2019
Associate of Arts - Business Administration & Management
University of Houston
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