I am the Director of Admissions & Marketing for the nonprofit recovery organization. We offer residential and outpatient services for people at every step of their recovery journey. I report to the President and the Board of Directors with accountability for our admissions programs and marketing.My team is comprised of marketing and admissions professionals. I led the consolidation of the admissions function to the organizational level to standardize the experiences of our clients across programs while also enabling efficiencies in the process. My teams help people move their recovery journey from prospect to alumni and long-term advocates.I remain at the forefront of the industry through a commitment to continuous learning and strong business acumen. My goal is to identify opportunities to foster meaningful relationships with our clients, ensuring their success and driving growth for the organization. By adopting a customer-service perspective, I design cost-effective processes that enhance results for both our clients and the organization.A few of my recent achievements include:• Lead 24 direct and indirect reports across 3 programs and 2 departments operated at multiple sites.• Transformed the admissions operations to centralize the function to standardize the patient experience across programs while also seizing efficiencies in the daily operations.• Captured 15% increase in online referrals to programs by increasing utilization of HubSpot to automate the admissions process and communications with potential clients at varying steps in their recovery.• Launched the alumni program comprised of ambassadors, events, and partners from the ground-up to maintain engagement with clients after program completion as well as to secure potential referrals.• Manages the partnership network including co-sponsored events and clubs to strategically position the brand as a trusted leader in the community including providing medical education seminars.

I was promoted to lead the Men’s Residential Program based on my success in the customer service operations. As the Program Manager and Office Manager, I worked full-time in the service of our clients and the development of the capabilities of the guest services team. I did this with a broader view of the organization and the people we served.My team served as the primary link between our residents & their families, staff, and providers. I empowered my team to contribute to the continuous improvement of our program while also supporting the development of the individuals on my team. It was this combination of coaching and mentoringthat allowed us to deliver high-quality experiences to our clients.As the escalation point of the program, I also negotiated and mediated conflicts in the operations to maintain effective program delivery. I did this by building strong working relationships with all stakeholders and ensuring effective communication channels were established. I also oversaw the implementation of new processes and initiatives. This involved analyzing data, identifying areas for improvement, and creating action plans to address any issues or gaps.Results in this role were:• Led 15 direct reports in service of 41 residents in the property with comprehensive programming.• Managed 100+ volunteers monthly in the delivery of services, events, and supports for recovery residents.• Owned the relationships with all vendors to ensure quality in performance as well as compliance with regulatory and organizational policies in the operations of the residential program.• Functioned as the escalation point for all clients and their families to ensure satisfaction in the programs.• Delivered training of all staff and vendors in the clinical and wellness programs to foster guest success.

I joined the customer operations of the nonprofit recovery center. During this time, I was a Guest Services Coordinator for the men’s residential program. I provided overall support and customer service to the program residents. I tapped into my prior restaurant industry experience to deliver quality service to each client.My proactive approach and genuine interest in the success of others enabled me to contribute to the overall operations while directly serving our clients. I seized the opportunities to enhance and personalize our guest experiences while also adhering to the organizational and industry standards of care. This meant that I learned the company and regulatory policies of the recovery industry quickly to ensure a welcoming, impactful environment. I also cultivated relationships with our residents to foster their continued progress with their recovery goals.

I relocated to Minnesota and worked as a server for a locally owned, coal-burning pizza restaurant. Returning to a customer-facing role gave me the opportunity to learn the market and build relationships in the Twin Cities.My strong interpersonal skills and customer-centric approach enabled me to deliver high-quality experiences to each customer. I also tapped into my prior general manager experience to contribute to the broader operations whenever needed in the fast-paced environment. My commitment to quality and strong work ethic drove my success in this capacity.Eventually, the time came for me to move on from the restaurant industry. I continue to apply those same communication and organizational skills to the service of others in everything that I do.

I was hired by the ownership team to open the elevated American cuisine restaurant. I continued to serve as the General Manager leading the entire operations in this fast-paced environment. We built a strong culture that provided quality experiences for customers in each interaction.My extensive experience in building sales and customer service teams led to my success in this capacity. I built the processes, policies, and procedures from the ground up. I also contributed to the menu and promotions to shape the profitable growth of the organization. I did this while also managing the relationships with our local vendors and key suppliers. This allowed us to source high-quality ingredients for our dishes while supporting the local community.As the leader of the front and back-of-the-house operations, I ensured that all team members were trained to deliver exceptional service and maintain high standards of food quality. I also oversaw inventory management, financial planning, and budgeting to ensure the restaurant's success.Accomplishments included:• Built the team from the ground-up to 25+ people including 3 managers and held full P&L accountability.• Grew the brand to optimal market share by aligning resources to ensure industry leading customer experiences.• Administered the human resources programs and policies including hiring, firing, scheduling, and training.