Della Henry, Msiop, Mbv Email and Phone Number
Enthusiastic Problem Solver and former Army officer, leveraging over 10 years of expertise in Customer Success, Operational Efficiency, and Program Management. Throughout my career, I’ve demonstrated a passion for building executive-level relationships, developing high-performing teams, and using data-driven strategies to drive business growth and improve customer interaction.As the current Director of Operations at Be Nice Hospitality Group, I oversee streamlined asset management, consulting, and training operations for the entire company, headquartered in Atlanta, GA. Our company focuses on delivering exceptional southern hospitality through simplified, efficient workflows. My leadership approach is rooted in creating sustainable, scalable policies that enhance both customer satisfaction and operational excellence.I pride myself on my dedicated work ethic and my ability to craft innovative solutions that lead to Tangible Business Results. Whether it’s improving operational efficiency, enhancing team performance, or fostering customer engagement, I’m committed to driving growth and success in every project I lead.I’m always excited about connecting with like-minded professionals and exploring new opportunities to leverage my skills in senior leadership roles in hospitality operations.Published Author of "Confident is She"https://www.amazon.com/Confident-SHE-Leadership-Navigate-Environment/dp/1729475272As seen in:https://www.blacknews.com/news/della-mack-women-of-color-are-ready-to-lead-more-organizations/https://www.southeastqueensscoop.com/2019/05/women-of-color-are-ready-to-lead-more.html?m=1
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Chief Operating OfficerCouncil & AssociatesDouglasville, Ga, Us
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Director Of Hospitality Operations And Customer EngagementBe Nice Hospitality Group Jan 2022 - PresentHapeville, Georgia, United States- Spearheaded four pivotal customer success initiatives, driving a 45% increase in client retention and contributing to a $600K annual revenue boost by utilizing personalized engagement strategies tailored to customer needs.- Led a comprehensive operational restructuring, reducing operational costs by 25% while simultaneously elevating service standards, resulting in a $4.8M increase in revenue and a $1M reduction in annual expenses.- Implemented a targeted customer feedback system, boosting customer satisfaction scores by 50% and generating $700K in additional revenue through repeat business by using data to refine service delivery and enhance guest experiences.- Developed cross-functional collaboration between departments, aligning operations, customer engagement, and service delivery to create a seamless and efficient workflow that improved both internal processes and customer satisfaction.- Optimized resource allocation and team performance, enhancing operational efficiency across multiple properties and increasing overall profitability by ensuring alignment between business goals and operational strategies. -
Director Of Customer SuccessBe Nice Properties Jan 2021 - Jan 2022Douglasville, Georgia, United States- Developed and launched a comprehensive training program for the customer success team, resulting in a 50% increase in customer service ratings and driving $300K in additional revenue through upsell opportunities.- Implemented the company’s customer success strategy, directly contributing to a 30% increase in portfolio value, equating to a $2M uplift in asset valuation.- Focused on enhancing customer engagement through personalized service models, leading to stronger client relationships and long-term business growth.- Collaborated closely with cross-functional teams to align customer success initiatives with the company’s broader business goals, fostering a customer-centric culture.- Spearheaded initiatives to optimize customer retention, improving overall client satisfaction and increasing repeat business across the property portfolio. -
Senior Manager Of Customer ExperienceReal Deal Contracting Jan 2020 - Jan 2021Atlanta, Georgia, United States- Led the development and implementation of a comprehensive customer experience strategy, improving customer satisfaction scores by 30% within the first year through targeted engagement and support initiatives.- Managed a 50-member customer experience team, successfully scaling operations to support a 20% increase in customer inquiries while maintaining a 95% satisfaction rate.- Spearheaded the creation of a customer feedback loop, using data analytics to identify pain points and opportunities for improvement, resulting in a 25% decrease in support resolution times.- Introduced a cross-functional collaboration framework, integrating marketing, sales, and operations teams, which led to a 15% increase in customer retention and a 12% growth in repeat business.- Designed and launched a customer success training program for the team, increasing team efficiency by 40% and reducing customer churn by 20%.
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Principal Hr Operations And Training ManagerUs Army May 2017 - Jan 2021Fort Gordon, Georgia- Developed and implemented an enterprise-wide HR strategy to forecast personnel gaps, resulting in a 45% increase in talent retention rates. This initiative reduced annual costs by $250K through the proactive identification of hiring needs and strategic workforce planning.- Led an advanced workforce analytics initiative that improved hiring efficiency by 10%, utilizing data-driven insights to streamline recruitment processes, yielding $150K in annual cost savings.- Spearheaded a comprehensive overhaul of HR operations, optimizing processes and automating key systems to reduce onboarding time by 40%. These improvements saved the organization over $200K annually by eliminating inefficiencies and enhancing the onboarding experience for new hires. -
Program Manager - Enterprise Customer Success StrategyUs Army Nov 2015 - May 2017Fort Shafter, Hawaii- Led the design and management of an enterprise-wide business strategy to address customer success needs, resulting in a significant enhancement of the end-customer experience. This initiative doubled team efficiency and streamlined operational workflows across departments.- Managed a team of 145 employees, ensuring the timely delivery of critical operational solutions. Through improved processes and effective team management, achieved a reduction of $2.5M in manpower hours, significantly cutting operational costs.- Developed and presented 12 specialized product solutions to key executives, which were projected to save the organization millions of dollars annually. These presentations were critical in securing leadership buy-in and aligning the proposed solutions with the organization’s long-term strategic goals.- Implemented cross-functional collaboration strategies, ensuring that all teams were aligned with program objectives and worked cohesively to meet organizational goals.- Utilized data-driven decision-making to optimize project timelines and resource allocation, ensuring on-time project delivery and improved operational performance.
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Operations And Training ManagerUs Army Jan 2015 - Nov 2015Schofield Barracks, Hawaii- Led the development and presentation of organizational capabilities, safety assessments, and process improvement strategies to senior leadership, resulting in enhanced alignment between operational goals and safety protocols.- Designed and implemented a new training instructional framework, which was adopted as the standard for the department, improving overall productivity and skill qualifications across the team.- Managed and trained a team responsible for HAZMAT operations, ensuring strict adherence to safety protocols and compliance with regulatory standards, while also achieving significant improvements in operational readiness.- Selected as the ‘most impactful manager’ out of 12 peers for spearheading process improvement initiatives that increased team efficiency and operational output.
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Project ManagerUs Army Feb 2014 - Jan 2015Schofield Barracks, Hawaii- Led an 18-person cross-functional team to design and execute a comprehensive HAZMAT incident response training program, successfully training over 300 employees ahead of schedule.- Conducted a thorough analysis of the equipment maintenance program, identifying critical gaps. Implemented new systems and workflow processes, increasing employee readiness rates from 75% to 100% within six months.- Spearheaded the development and rollout of the organization's first doctrine for emergency operating procedures, securing $1.2M in resources to enhance operational safety and ensure compliance with industry standards for hazardous environments.- Managed the project lifecycle from planning through execution, ensuring milestones were met on time and within budget, while improving overall team efficiency and safety readiness.
Della Henry, Msiop, Mbv Education Details
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Master Of Business Administration - Mba For Veterans -
Magna Cum Laude -
Cum Laude -
Master Of Hospitality
Frequently Asked Questions about Della Henry, Msiop, Mbv
What company does Della Henry, Msiop, Mbv work for?
Della Henry, Msiop, Mbv works for Council & Associates
What is Della Henry, Msiop, Mbv's role at the current company?
Della Henry, Msiop, Mbv's current role is Chief Operating Officer.
What schools did Della Henry, Msiop, Mbv attend?
Della Henry, Msiop, Mbv attended University Of Southern California - Marshall School Of Business, Walden University, University Of South Carolina-Columbia, University Of Southern California.
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