Veola Hankle-Cooks MBA, MHRM
Evergreen Park,IL
Summary
Proven record of leadership and teamwork with acute attention to detail and budget. Charismatic senior manager; facilitates smooth and successful execution of diverse projects and audiences. Demonstrates ability to work collaboratively and to inspire leadership within; community service, non-for-profit exhibits strategic abilities regarding budgeting and financial management. Combines dynamic organizational and communication skills with the ability to multitask, plan and direct complex operations. Extensive program management history, human resource management, accounting and finance, and cost-effective solutions to challenges. Tactful and diplomatic in high-pressure situations; competently and handles behavioral situations in the most positive manner.
Overview
20
20
years of professional experience
Work History
Regional Director WIC Food and Nutrition Program
Catholic Charities of Archdiocese
09.2022 - Current
- Directly responsible for the overall management of the daily operations of the Women, Infants, and Children (WIC) Food and Nutrition Program including WIC Food Centers, and Special Projects
- Duties include but are not limited to planning and programming for assigned programs, ensuring adequate staffing to meet client needs, and ensuring compliance with agency/programmatic policies and procedures, professional standards, and external requirements of all relevant regulatory, licensing or accrediting bodies
- Responsible for hiring, coaching, supervising, evaluating, training, and professional development of staff and for assigning work to staff and ensuring the work is performed in an efficient, prompt, professional, and accurate manner and providing guidance, when necessary
- Collaborates with WIC clinics to market and outreach the WIC program and WIC Food Centers to potential clients and families and works with Agency personnel in providing wrap-around services to WIC Food Center clients
- Works with Agency Government Relations and Foundations department to secure government and private financial resources for new initiatives
- Maintains statistical data and routinely reviews data to ensure quality service provision and enhancements in programming and ensures monthly and quarterly annual reports are prepared and delivered on time
- Actively participates in strategic planning and identifies trends and opportunities for program expansion and implements and monitors departmental budgets and makes adjustments in order to maintain fiscal integrity
- Produced 3 reports per week to analyze job performance against team goals.
Independent H/R Consultant
VEE3 Professional H/R Consultants LLC
11.2019 - 09.2022
- Analyze training needs to design employee development, job training, and health and safety programs
- Advise managers on organizational policy matters, such as equal employment opportunity and sexual harassment, and recommend needed changes
- Create hiring and onboarding procedures
- Analyze statistical data and reports to identify and determine causes of personnel problems and develop recommendations for improvement of the organization's personnel policies and practices
- Conduct Personnel Folder Audits to ensure the company is in compliance with State & Federal labor and law regulations
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Assistant Director- Department of Finance
City of Chicago
12.2016 - 08.2019
- Lead Street Operation Division’s oversight with responsibilities for the administration of parking enforcement
- Collaborated with administrative oversight, management, and reporting work efforts with supervisory staff to monitor field assignments
- Assure parking enforcement, procedures, and policies are followed in the performance of duties
- Recruited, interviewed, selected, hired, and promoted employees
- Lead scheduling of field personnel, ensuring adequate staffing levels on all shifts
- Created program’s work objectives, quality standards, and performance measures to assure street operations programs adhere to established standards
- Assists in the development of management goals and objectives and implements related policies and procedures
- Lead in the development of internal procedures, guidance, and training for staff, and facilitates efficiency strategies for field operations
- Lead vendor relationships and contract compliance processes
- Developed and implements operational work procedures to maintain efficiency of street operations and office functions
- Establishes work standards and evaluates staff performance, issue disciplines and terminations
- Prepared and analyzed reports on operational activities, productivity, performance management initiatives, and personnel costs
- Responded to street operation emergency incidences, as required
- Performed as a liaison with other City departments and outside agencies, as required
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Launched quality assurance practices for each phase of development
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Manager OF Revenue Collections
City of Chicago
05.2014 - 12.2016
- Supervised walk-in payment processing services provided at multiple locations throughout city
- Oversee similar vendor-provided walk-in payment processing services
- Lead and coordinated activities at neighborhood payment sites
- Responded to customer inquiries and processed payments for various transactions
- Conduct site visits to ensure payment centers are in compliance with standard operating procedures and work practices
- Recruiting, interviewing, selecting, hiring, and promoting employees
- Schedule payment center personnel on a rotating basis for weekend assignments and assure adequate staff coverage during vacations and renewal periods
- Created development and implementation of customer service payment processing procedures
- Prepared written instructions and coordinate training from vendors to inform staff of new or modified revenue collections methods and system operations
- Prepared statistical and narrative reports summarizing customer service and payment processing activities at the City Hall payment center
- Established performance measures and evaluates performance of subordinate staff
- Lead a transparent and equitable incident reporting and disciplinary process
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved safety procedures to create safe working conditions for workers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Collections/Student Services Manager
University of Chicago
09.2007 - 05.2014
- Spearheaded Bursar’s office financial aid activities, supervising student service administrators in providing the highest level of customer service, for walk-ins, and phone and e-mail inquiries
- Held responsibility for tuition plans and prompt payment, encouraging pre-payment by locking in at the current rate (as opposed to paying 3-5% increase annually)
- Approved and processed Title IV Federal Student Refunds, reviewing student eligibility for refund of Stafford Subsidized and Unsubsidized loans
- Achieved a remarkable 97% debt-to-collection ratio, amounting to approximately $500K each year
- Monitored prospective graduates’ outstanding accounts, and determined payment arrangements, determining students out of compliance and withholding diplomas
- Maintained collaborations with three collection agencies, especially productive in skip-tracing students who had left the University
- Managed Convocation
- Produced literature for incoming Students and Parents
- Department Representative at Family Orientation Weekend
- Conducted Banking Solutions Workshop
- Trained, Supervised Student Workers
- Produced all mail correspondence for tuition and billing
Education
Master of Human Resource Management -
Keller Graduate School of Management
Tinley Park, IL07.2011
Master of Business Administration - undefined
Keller Graduate School of Management
Tinley Park, IL03.2010
Bachelor of Sciences - Technical Management
DEVRY UNIVERSITY
Tinley Park, IL03.2007
Associate of Applied Science - Accounting
Robert Morris University
Chicago, IL07.2005
Skills
- Microsoft Office suite
- Word
- Excel
- PowerPoint
- People Soft
- SAP
- Kronos
- Tableau
- Banner
- ADP
- Operations management
- Staff training and development
- Employee recruitment
- Partnership development
- Staff management
- Talent acquisition
Timeline
Regional Director WIC Food and Nutrition Program
Catholic Charities of Archdiocese
09.2022 - Current
Independent H/R Consultant
VEE3 Professional H/R Consultants LLC
11.2019 - 09.2022
Assistant Director- Department of Finance
City of Chicago
12.2016 - 08.2019
Manager OF Revenue Collections
City of Chicago
05.2014 - 12.2016
Collections/Student Services Manager
University of Chicago
09.2007 - 05.2014
Master of Business Administration - undefined
Keller Graduate School of Management
Bachelor of Sciences - Technical Management
DEVRY UNIVERSITY
Associate of Applied Science - Accounting
Robert Morris University
Master of Human Resource Management -
Keller Graduate School of Management
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