Thomas Craig Email & Phone Number

Boston, MA, US

Boston, Massachusetts, United States

• Hire, direct, and manage a team of Program Specialists focused on process improvement and program coordination.
• Lead effort to create, review, maintain, and scale processes for efficient and effective program delivery across all program formats.
• Develop Strategies to operationalize new program initiatives, including creating and implementing new processes to support innovation.
• Engage with colleagues across program delivery to evaluate the effectiveness of current processes, identifying areas for enhancement and opportunities for innovation.
• Collaborate with the program delivery leadership team and key department stakeholders (e.g., technology, finance, client advising) to streamline daily operations and ensure seamless program execution.
• Partner with the Program Delivery Resource Analyst and Associate Director, Program Operations to provide input on program assignments across the team of Program Specialists.

Boston, Massachusetts, United States

• Staff Management: Temporarily directs and manages two program coordinators for the period of the assigned portfolio; defines and communicates work standards and performance expectations, manages workflow through.
• Program Analysis and Management of Logistics: Makes strategic decisions that affect and impact the success of both in-person and virtual programs, seeks and maintains knowledge of best practices and plans accordingly.
• Relationship Management: Establishes and manages expectations with faculty, internal constituents, external clients, and portfolio directors, maintains and disseminates program delivery updates, manages scope of.
• Conflict Resolution: Identifies and responds to potential areas of conflict, serves as the escalation point for all external client and participant concerns, uses judgment, and escalates issues as appropriate.
• Crisis Management: Manages last-minute program changes in real-time, manages medical, weather, and other emergency situations.
• Leadership: Demonstrates the ability to; guide and deliver in-person and virtual programs and other projects, support and facilitate department-wide initiatives and business goals, motivate, encourage, and inspire.

Greater Boston Area

• Work in both team and individual settings on a high-volume portfolio of dynamic executive programming.
• Implementation of high-profile, campus-wide events of up to 400 participants.
• Duties include material and logistical support, scheduling, room setup, event management, content planning, and customer service.
• Communicate with participants in a forward-facing role from planning through implementation.
• Strong focus in the customer’s experience, performing concierge and customer service duties as needed.
• Promoted to a senior role in my second year, which came with more training and leadership responsibilities.

Cooperstown, New York

• Managed holistic social media programs for clients, including development of content and advertising campaigns.
• Researched and identified new business targets and assisted in the development of new client proposals.
• Created and developed content, including blogs and longer writing pieces, for various clients in a dynamic environment.
• Conducted monthly analytical reports for management regarding social media audiencesWrote lifestyle and other subject blogs for clients.

• Planned and managed special events including tours, after-hours events, outdoor events, and food and beverage tasting events.
• Provided customer service on a daily basis in a highly visible interpersonal setting.
• Promoted brand awareness with customers through guided tours and storytelling.
• Liaised with clients and customers to forge strong relationships.
• Assisted in training new employees.
• Operated and managed a retail shop.

Boston, Massachusetts, United States

• Planned and managed special events including tours, after-hours events, outdoor events, and food and beverage tasting events.
• Provided customer service on a daily basis in a highly visible interpersonal setting.
• Promoted brand awareness with customers through guided tours and storytelling.
• Liaised with clients and customers to forge strong relationships.
• Assisted in training new employees.
• Operated and managed a retail shop.

• Provided weekly research on relevant foreign policy topics as relating to the conflicts in the Middle East.
• Conducted specific research on Israel, the Palestinian Authority, and monetary flows between the US government and hostile actors in the Middle East.

Stamford, Connecticut

• Responsible for check-in/checkout of guests.
• Dealing with guest concerns and ensuring the guarantees of the Hampton brand.
• Managing the property when necessary.
• Supporting local options for tourist destinations including restaurants and entertainment.
• Answer and direct phone calls.
• Assist with the manager's reception.

Cooperstown, NY & Mount Morris, NY

• Dealt with sales and scheduling.
• Managed customer service and patron concerns.
• Managed the property at certain hours.

Geneseo, NY

• Designed strategic marketing solutions for management.
• Edited website format and managed website content.
• Assisted in the promotion and execution of activities.
• Created a Twitter account and proposed content to be posted.
• Created a branding package based in research.
• Created a new logo and tagline for management.

Cooperstown, NY

• Tasked with overseeing patron safety.
• CPR, AED, and Lifeguard certifications gained through the Red Cross.
• Managed park on occasion.

Cooperstown, NY

• Dealt with sales and register services.
• Experienced work with food services.
• Dealt with customer service concerns.

Master'S Certificate, International Relations

Master Of Arts (M.A.), Political Communication

Activities and Societies: Graduate Student Association (2014-2015) Directed Study on Migration, Refugees and Crisis Management Capstone.

Bachelor Of Arts (B.A.), Communication, General

Activities and Societies: Residence Hall Council (2010) Festival Choir (2010-2011) Ultimate Frisbee Club (2010-2011) GOLD Leadership.

High School Diploma