I manage the continuous study of functions and processes of the organization to advance efficient and effective service delivery, promote data-driven decision-making and program planning, and achieve strategic and program goals.I champion the organization’s commitment to continuous learning and improvement through data-driven decision-making and program planning. I lead and manage all continuous quality assurance and performance measurement, as well as evaluation and research activities, which serve to enhance service delivery, improve client outcomes, and help HOW meet its short- and long-term goals.

As the lead Project Manager for the newly formed Back Office Housing Collaborative, I led four non-profits through the design phase of building a the new organization, crafting its service plan, and preparing the transition to a new software platform. To support the overall project, I recalculated the ROI to document the long-term savings for grant applications and to motivate partner organizations to transition. I also negotiated with the software provider on all contract terms to meet funder requirements and budget. I managed contracted and donated services from key partners to meet our implementation deadline within six months.

While in the Northeast Region Office, I contributed to three specific projects: setting negotiation strategy regarding leasehold surrender interest on a current concessions contract; evaluating the financial feasibility of a concessions operation by conducting due diligence on eight years of data; and brainstormed short-term and long-term strategic goals for the Division. I worked in a small, dynamic and creative team, integrating quickly through my self-starter initiative and team-player attitude.

Over a year and a half, I served as Graduate Fellow for two professors covering four different courses in three types of programs: Organizational Communication for undergraduate students; Business Communication and Management Communication for Langone students; and Conflict, Collaboration and Negotiation for full-time students. I attended each class in order to provide feedback, monitor attendance and participation, and contribute to the course progression throughout the semester. I created rubrics and graded each assignment first before distributing to the students or sharing this with the professor. I navigated various communication portals at NYU to successful share video and digital data with students.

In ten weeks, my co-consultant and I completed a three to five year business plan for the Park's management team. We conducted many interviews and analyzed historical data to recommend a specific course of action with regards to managing human resources and budget constraints. While at the park, we planned and directed a priority setting meeting with the Park's management team and two delegates from Headquarters. I initiated the analysis of the Park's campground operations in addition to evaluating strategic partnership opportunities.

As Director of Account Management, I administered relationships between the firm and it's clients, which are leading non-profit, cultural institutions all over the country. I maintained a professional and genuine demeanor in communication with the firm's clients in order to retain business and increase market share. Whether responding to an inquiry with a new client or to an emergency situation regarding an active program, I leveraged the experience of my colleagues to propose solutions, implement the course of action and follow-up with each party involved.

I hired, trained and supervised eight full-time employees and two interns. I tracked individual development plans and provided constructive feedback during annual reviews. Additionally, I managed the scope of work for each tour program coordinator, striving for a balance of destination experience and scale. Through a new training program, I increased average retention by 50%, resulting in higher quality customer service and reduced costs of acquiring new employees. I also assigned Tour Program Director groups to travel on and oversee active programs by understanding professional strengths and personality traits of the entire firm.

I applied a strong work ethic and attention to detail in managing traveler reservations for ten active programs at one time. I responded promptly and professionally to all telephone, fax, email and mail communications relating to reserved and interested travelers on each program. I proactively addressed tight deadlines and emergency situations while maintaining a consistently friendly and respectful demeanor with travelers, sponsors and colleagues. I initiated a data-scrubbing project for the division in order to save thousands of dollars on marketing expenses and increase the quality of the firm’s customer service.