Michaela Cutrell Email & Phone Number

Nashville, Tennessee, United States

•Design and development of Member Experience Training Team•Ongoing development of training needs and all curriculum •Training 400+ part-time and full-time staff•Maintenance of tracking system to ensure required trainings are received•Development and maintenance of a training calendar•Deliver training and instructional materials within centers, IT lab or via the e-learning management system•Development and implementation of audit system•Audit staff within centers and… Show more •Design and development of Member Experience Training Team•Ongoing development of training needs and all curriculum •Training 400+ part-time and full-time staff•Maintenance of tracking system to ensure required trainings are received•Development and maintenance of a training calendar•Deliver training and instructional materials within centers, IT lab or via the e-learning management system•Development and implementation of audit system•Audit staff within centers and update staff supervisor as needed•Development of department annual strategic planning process•Collaborate with the Leadership Development Team to ensure all employee development is high-quality, consistent, aligned and well-integrated.•Development and maintenance of all standard operating procedures (SOP) Show less

Greater Nashville Area, Tn

Develop and design training material for new hires of 15 YMCA facilities, based on department; including but not limited to: training videos, handbooks/manuals, activity worksheets, and in-person trainings.Bridge the gap between multiple departments to ensure accurate communication and consistent procedures.

Primary support for staff, members and participants – via phone calls and emails•Recording all phone calls, emails, and tasks through Track-It! work order system•Training - facilitator for regularly scheduled trainings for new employees and refresher courses for all centers•System Auditing – process/maintain monthly system audits. Includes, but not limited to: running audit, clean-up of audit, verifying necessary change, preparing and sending notification to members (email, phone… Show more Primary support for staff, members and participants – via phone calls and emails•Recording all phone calls, emails, and tasks through Track-It! work order system•Training - facilitator for regularly scheduled trainings for new employees and refresher courses for all centers•System Auditing – process/maintain monthly system audits. Includes, but not limited to: running audit, clean-up of audit, verifying necessary change, preparing and sending notification to members (email, phone blast, or postal letter), creating audit changes on individual accounts•School Age Services DHS Auditing - Includes, but is not limited to: keying in all DHS subsidies, keeping organized records and files for each child and school, regular communication with School Age Services staff, receiving DHS attendance monthly, billing for all DHS attendance, regular communication with county and metro DHS and Fiscal Services offices Show less

Supervise all aspects of the Welcome Center operations, member services, and membership staff, including hiring, training, coaching and any disciplinary actions•Develop methods to increase sales•Ensure quality customer service and relationship building with members and program participants•Implement the membership business plan and strategies for retention and growth•Develop call-back program to increase membership volume and retention•Supervise Active Older Adults… Show more Supervise all aspects of the Welcome Center operations, member services, and membership staff, including hiring, training, coaching and any disciplinary actions•Develop methods to increase sales•Ensure quality customer service and relationship building with members and program participants•Implement the membership business plan and strategies for retention and growth•Develop call-back program to increase membership volume and retention•Supervise Active Older Adults Coordinator, including insurance verification and processing•Assist in developing new membership sales model and procedure•Data Entry – activation of membership, account changes and terminations, program registrations•Maintaining daily reports and spreadsheets: sales, terminations, retention, tours Show less