Created and implemented Property Security procedures and protocols, including analytics of industry standards and current property inventory. Put in place guidelines and metrics based on the National Crime Index and internal Occurrence reports, with various checkpoints and action items based on both metrics. Full roll out of the procedures included community and regional manager training, internal tracking for leadership, ongoing support, and the implementation of a Security Committee that… Show more Created and implemented Property Security procedures and protocols, including analytics of industry standards and current property inventory. Put in place guidelines and metrics based on the National Crime Index and internal Occurrence reports, with various checkpoints and action items based on both metrics. Full roll out of the procedures included community and regional manager training, internal tracking for leadership, ongoing support, and the implementation of a Security Committee that meets on a monthly basis.Researched and entered into agreements with cable, telecom, and security camera providers at a national level. Provided leadership the insight needed in regards to pricing, warranties, contracts, and tracking from property to property, ensuring community managers were getting the best pricing and support from all 3 industries.Developed a monthly Construction Dashboard for leadership, including drill down metrics and full transparency of the progress at each property during the renovation process.Worked closely with the Database Administrator, assisting in identifying workflow and support issues in regards to the software platform Real Page: One Site. Show less

Hired to manage and improve an under-performing team of 5 with the Homeless Management Information Systems Lead Agency, funded through HUD Grants and the Continuum of Care – Metro Denver Homeless Initiative and Balance of State. The team of 5 consisted of a Technical Trainer, Data Analyst, Field Support, Database Administrator 2, and Database Administrator 1 – Help Desk. Our mission was to provide 90 non-profit Agencies a heavily supported, high performing, report driven database, for intake… Show more Hired to manage and improve an under-performing team of 5 with the Homeless Management Information Systems Lead Agency, funded through HUD Grants and the Continuum of Care – Metro Denver Homeless Initiative and Balance of State. The team of 5 consisted of a Technical Trainer, Data Analyst, Field Support, Database Administrator 2, and Database Administrator 1 – Help Desk. Our mission was to provide 90 non-profit Agencies a heavily supported, high performing, report driven database, for intake of HUD required data elements based on HUD Standards and the HUD Data Dictionary.Conducted a process of removing under-performing employees, promoting outstanding employees, and hiring passionate, results driven team members that empowered the Colorado Coalition’s mission to end homelessness. Created a positive culture of communication, efficiency, effectiveness, and fun, along with rebuilding key performance indicators, team meetings and supervisions. Responsibilities include quarterly budgeting, managing 8 different HUD Grants, maintaining program set-up information, maintaining our master Agency contact list through building relationships with key players, creating weekly communication via E-Mail to all end users, implementing weekly feedback surveys for quality improvement, and improving ticket audits for accuracy, timeliness, and learning opportunities. Regularly attended the Policy and Procedure Committee, Continuum of Care Board Meetings, User Group Meetings, Continuum of Care Stakeholder Meetings, HUD System Administrator Training, and facilitated the resurrection of the Data Committee, creating direction, opportunity, structure and goals. Was part of the foundation in creating the HMIS Statewide Governance Committee, including working with the Transitions Sub-Committee and Training/Management Sub-Committee. Show less

Completed all background checks, training, and state exams, obtaining my Colorado Insurance Licenses for Property, Casualty, Life, and Health.Responsibilities included social media marketing, email marketing, direct mail, telemarketing, answering inbound calls, networking events, relationship building, and sponsoring community events, along with direct business to business sales visits. Utilized CRM software and quoting tools to provide clients professional evaluations on the… Show more Completed all background checks, training, and state exams, obtaining my Colorado Insurance Licenses for Property, Casualty, Life, and Health.Responsibilities included social media marketing, email marketing, direct mail, telemarketing, answering inbound calls, networking events, relationship building, and sponsoring community events, along with direct business to business sales visits. Utilized CRM software and quoting tools to provide clients professional evaluations on the protection needed, setting and conducting appointments in person or over the phone, and providing excellent customer service and support for current clients on a timely basis. Show less

Hired on as a Business Support Consultant. Managed a region of 45 centers, assisting and mentoring in marketing, operations, sales, financials, and the general overall health and trends of the center. Also involved in the evolution of PostNet's intranet, with the vision of online financial dashboards and trending visibility, to better support the centers will a clear understanding of their top line sales, average transactions, transaction counts, and product mix.Promoted to Business… Show more Hired on as a Business Support Consultant. Managed a region of 45 centers, assisting and mentoring in marketing, operations, sales, financials, and the general overall health and trends of the center. Also involved in the evolution of PostNet's intranet, with the vision of online financial dashboards and trending visibility, to better support the centers will a clear understanding of their top line sales, average transactions, transaction counts, and product mix.Promoted to Business Support Manager, directly managing 6 Business Support Consultants, 2 Customer Support Reps, and 2 Team Leads. Build out accountability metrics, increasing contact volumes by 15%, improved quality assurance by 8%, and improved Franchisee satisfaction by 12% within 6 months. Continued assistance in providing the Business Support Consultants training and education, to ensure efficiency, effectiveness, and a positive environment. Created the vision and main objective: helping small business owners’ increase their sales and improve their profitability; this is our main objective. Show less

A sales and marketing oriented position, recruiting potential students looking for college and career training. Responsible for conducting interviews over the phone and tours throughout the campus, providing potential students the knowledge and visual aids that create an exciting experience.Created new training procedures for Admissions, integrating technology to streamline the interviewing process.Working closely with Student Services, Financial Aid, Director of Admissions… Show more A sales and marketing oriented position, recruiting potential students looking for college and career training. Responsible for conducting interviews over the phone and tours throughout the campus, providing potential students the knowledge and visual aids that create an exciting experience.Created new training procedures for Admissions, integrating technology to streamline the interviewing process.Working closely with Student Services, Financial Aid, Director of Admissions, Career Development, Housing Coordination, and the Director of Education, ensuring all paperwork is completed / all appointments were attended by the students. Show less

Tier 3 Technical Support. Responsibilities included: Using Windows and DOS based systems to troubleshoot and correct hardware/software based problems.Promoted to Team Supervisor. Responsibilities include: Scheduling, running and sorting data, Quality Assurance, assisting Operations Manager with projects, and breaking down and understanding metrics. Promoted to Operations Manager. Responsible for 24 team agents, and 2 Team Supervisors, on a 24/7 account. Responsibilities… Show more Tier 3 Technical Support. Responsibilities included: Using Windows and DOS based systems to troubleshoot and correct hardware/software based problems.Promoted to Team Supervisor. Responsibilities include: Scheduling, running and sorting data, Quality Assurance, assisting Operations Manager with projects, and breaking down and understanding metrics. Promoted to Operations Manager. Responsible for 24 team agents, and 2 Team Supervisors, on a 24/7 account. Responsibilities include: running team meetings, providing one on ones for coaching, developing ongoing training curriculum, hiring, involuntary and voluntary terminations. Responsibilities also included recognition and incentives, working with timesheets and payroll, creating training documentation for new platforms, scheduling, coaching agents, and defining account metrics. Within 6 months, increased Quality Assurance by 15%, Service Levels by 8%, and decreased late/sick calls by 33%. Show less