TONI FRANA
Niceville,FL
Summary
Highly relational and confident leader who delivers operational excellence with creativity and innovation effectively shaping the client experience and developing strong relationships to achieve results for organizations. A self-starter, adept at problem solving, multitasking, and collaborating to provide exceptional service to both customers and internal partners. Experience with startups, training, leadership and operations management. Comfortable meeting the challenges of an ever-changing environment and a keen ability to anticipate issues before they arise, responding proactively with creative and effective solutions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Career Services Manager | Career Coach and Team Le
FlexJobs
05.2018 - Current
- Launched Career Coaching services as first hire, successfully delivering career coaching to 1000+ jobseekers from entry to executive level and across several industries
- Increase revenue by 75% year over year spearheading and facilitating new service offerings for members, expanding reach and ability to meet specific client needs
- Lead team with 97%+ customer satisfaction rating on career coaching and resume review surveys
- Design customer forms, facilitate member LinkedIn group, conduct coaching sessions driving clients’ job search efforts toward a positive outcome
- Review and consult with clients in one-on-one sessions providing job search support on topics including resumes, cover letters, interview prep, job applications, and salary negotiations
- Develop and facilitate webinars for 1000s of FlexJobs members and public organizations providing valuable resources promoting successful job search practices and easy to implement action items
- Train, onboard, and mentor additional career coaches and execute plan for scaling menu of services
- Called on to speak with reporters from outlets such as CNBC, Huffington Post, and Business Insider as a job search and career expert sharing remote work and jobs search trends with a large public audience.
Director-Drama Kids University
Drama Kids International
04.2016 - 05.2018
- Coached 35 new franchise owners in all aspects of business launch (marketing, sales, training staff, and building business development), conducting ongoing business reviews to drive business growth
- Developed and implemented new Drama Kids University concept to include: Devised a strategic onboarding process to ensure franchise business growth and compliance
- Created, scheduled, and delivered remote and in-person corporate trainings for 70 owners
- Assessed, identified, and worked to resolve business obstacles for franchisees
- Shared best practices and implementation strategies across the system
- Led webinars as part of the franchise sales process, educating prospective franchisees on the Drama Kids model and resources available to them
- Managed internal communications to improve Franchisor/Franchisee relations ensuring alignment toward common goals.
Business Growth Coach | Client Success Manager
DVMelite
01.2015 - 04.2016
- Used strong relationship building skills to unite the Client Success Team of 10 to improve staff relations, morale, and increase customer satisfaction among clients
- Led team in implementation of several strategic business growth strategies as business scaled
- Consulted with small business owners in mastermind groups of 10-15 on strategies to grow client base and revenue resulting in average growth of 15-40%
- Analyzed business trends and implemented virtual training programs to keep client retention above 98%
- Created and delivered company wide sales and customer service training for 40 team members
- Managed and coached a team of 10 customer service managers to drive company expansion goals and initiatives.
Director | Owner
Drama Kids International
06.2012 - 06.2013
- Increased revenue from $0 to $50K annually in 7 months, building business from the ground up
- Sold business after only 1 year achieving 294% return on equity investment
- Developed and maintained relationships with school officials to bring Drama Kids classes into schools
- Executed marketing plan focused on grassroots activities, social media, and media-relations securing 100+ student enrollment across eight locations in only 5 months
- Hired, trained, and managed 4 staff members allowing for rapid expansion
- Doubled revenue in 3 months
- Analyzed business metrics and territory penetration for growth opportunities.
Regional Director | Center Director
Sylvan Learning Center
08.2008 - 06.2012
- Delivered nearly $1M in revenue annually managing a team of six directors within three center territory consistently exceeding business metric goals: revenue per enrollment, length of stay, and enrollment and conversion rates
- Maintained superior customer service fostering relationships with parents, students, staff and community partners
- Consistently received 10 out of 10 on satisfaction surveys
- Orchestrated annual marketing plan, including community relations, direct mail, and grass roots marketing, achieving highest revenue in history; one center doubled revenue and customer life cycle
- Reached out organization wide (1000+ centers) to participate in pilots and advance training for business development, becoming a leader among peers
- Achieved continued growth despite system wide revenue declines.
Education
Master of Science (MS) - Family Studies
Texas Woman’s University
Denton, TX Bachelor of Arts (BA) - Communication
University of St. Thomas
St. Paul, MNSkills
- Customer Experience
- Training
- Program Management
- Customer Support
- Service-oriented
- Organized
- Relationship Development
- Growth Driven
- Strategic Planning
- Conscientious
- Team Player
- Time Management
- Empathetic
- Networking
- Effective Verbal & Written Communication
- Process Improvement
Certification
Nationally Certified Online Profile Expert (NCOPE), April 2022, The National Resume Writers’ Association
Technology Skills
Microsoft Office Suite (Word, Excel, PowerPoint), Google Suite, Microsoft Teams, GoToMeeting, Zoom, Slack, Yammer, Dropbox, Big Marker
Timeline
Career Services Manager | Career Coach and Team Le
FlexJobs
05.2018 - Current
Director-Drama Kids University
Drama Kids International
04.2016 - 05.2018
Business Growth Coach | Client Success Manager
DVMelite
01.2015 - 04.2016
Director | Owner
Drama Kids International
06.2012 - 06.2013
Regional Director | Center Director
Sylvan Learning Center
08.2008 - 06.2012
Master of Science (MS) - Family Studies
Texas Woman’s University
Bachelor of Arts (BA) - Communication
University of St. Thomas
Nationally Certified Online Profile Expert (NCOPE), April 2022, The National Resume Writers’ Association
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