Provide leadership training, staff development, Human Resource consulting, and facilitative services internally and to member organizations. Focus is on reducing risk and claims experience. Utilize HR background and discipline to address workforce and skill building areas.Duties and Responsibilities:Develop training and associated material for management/leadership training for York Pooling’s clients including community centers and water districts throughout Texas.Schedule and present one and two-day leadership training sessions.Schedule and present other internal and external training as requested.Develop and update curriculum for leadership training as needed.Market training products and services to external clients.Cultivate and maintain professional relationships with clients.Assist in the delivery of in-house training.Deliver just-in-time as well as regularly scheduled training to clients.Collaborate in the assessment of training needs for clients.Perform needs analysis within organization to identify training opportunities.May provide Human Resources guidance and counsel to clients as related to leadership responsibilities.

Provide corporate consultation and services in the areas of Human Resources, Employee Development and Business Growth for a portfolio of companies across a large, multi-state geographical area. Design internal employee systems which met or exceeded state and federal law. Create strategic plans for manpower utilization and future expansion. Act as principal coaching source across the employment spectrum from Executives and Board Members to front line and field employees. Add value through efficiencies, reduction in labor costs, manage employee grievances to avoid expensive lawsuits or unnecessary unemployment claims and streamlining processes. Develop internal training systems which resulted in higher competence and relevant skill. Review current business development practices and identify efficiencies and habits necessary to achieve revenue goals.• Engaged and maintained multiple client agreements across a broad spectrum of industries providing HR Consulting Services. Result: 92% retention level with a 95% customer satisfaction score.• Planned corporate strategic initiative to identify and develop skilled employee services from recruitment to valued, productive engagement. Result: Met productivity goals within 3 and 6 month guidelines.• Created a new line of business for a client to broaden service options. Result: Increase of $2mm revenue the 1st year of business. • Acted as SME, third party resource for employee questions and grievances. Result: Decrease in unemployment claims by 40% in the first year.

Vacations to Go 2013-PresentTravel CounselorAct as a certified Travel Agent for a high volume, inbound call center. Created and implemented systems necessary to grow a current and future client base for Corporate and Recreational travel. Demonstrated remarkable measures of daily, monthly, seasonal and annual sales, repeat business, and high levels of Customer Satisfaction while requiring very little supervisory or service department support. Managed the process from initial call to sale, add on sales, communication, facilitating the process, collections, negotiation and problem/conflict resolution. • Engaged and maintained increasingly profitable multiple corporate and individual clients, through a measured system. in a corporate and home office setting. Result: 35% increase in sales from year one to year three with a personal achievement of $1.715mm record in the most recent year. 2016 personal annual projection: $2mm.• Engaged clients in a system of communication and education, monitoring and exceeding their level of expectation. Result: Satisfaction score consistently between 90 to 95%.• Created a system of client contact to ensure previous clients remained loyal. Result: Current year repeat business at 16%.

Coordinated all activities relating to client accounts. Developed and managed the delivery of custom and off-the-shelf training programs. Determined educational objectives and designed programs to meet our clients’ needs. Training programs were focused on topics such as; Management/Supervisory Skills, Personal Productivity, Communication Skills, Conflict Resolution, Problem Solving / Decision Making, Employee Motivation, Business Ethics, Harassment Prevention, Self-Directed Work Teams, Project Management, Sales Skills, and Customer Service.• Constructed a multi-site management development program. Developed a full training program for front-line supervisors, and other high-potential employees. Consulted with leadership team; created and led the training and development committee; conducted research for the technical aspects of the position; wrote the training content and curriculum guide; scheduled participants over a 3- state, 8-site area. Result: Reduced company-wide turnover in key positions from an industry average of 400%, to less than 75%. Improved overall morale and retention in management staff, provided bench strength to support company growth plans. • Developed root cause problem solving initiatives for a food manufacturing company. Analyzed and identified problem areas; devised and implemented multiple solutions; coordinated with plant and line managers in the implementation of solutions. Result: Increased average uptime from 85% to 96%, resulting in an increase of over $12 million in operating capacity per year.• Established a new company division, for a client, to provide extended services. Replied to an RFP, developed a business plan, wrote and established administration guidelines for a grant, wrote initial policies, procedures and operating processes, created budgets, staffing matrices, marketing plans, and performance measurement/compliance systems. Result: The new business line generated $2.1 million in revenue within two years.

Utilized 360 Solutions tools to for Organizational Development and to build the leadership, management and personal productivity of People. Facilitated sessions of up to 25 individuals per series.

Managed a program for clients with developmental and other disabilities, that enabled clients to be relocated from institutional settings, back to their home communities. Managed a staff of 90 Professionals, CSRs, and administrative personnel, at four locations. Managed an annual budget of more than $3.0MM. • Developed a private/public partnership to reduce cost of care and deliver high levels of service. Met with stakeholders to identify common and divergent needs of each. Created mutually beneficial relationships, monitored costs, initiated best practices to provide top-value services. Improved communication between parties to diminish the historically adversarial relationships. Result: Dramatically improved quality of care and while maintaining costs at the same level. Led our team to achieve excellent ratings in the states' quality audits. • Led best practice programs; and implemented safety and satisfaction committees. Established reward programs that identified "what good looks like" in systems, processes, and personal behavior. Consulted with surveying officials to define, interpret and codify audit requirements, then mapped those requirements to standard procedures. Result: Consistently earned excellent audit outcomes, with 1 to 3 year accreditations. • Launched/managed a new service in three locations, in two cities. Planned, implemented and marketed services in an area previously identified as, adequately or over-served. Met with involved entities to communicate our purpose, developed project budgets, and managed projects related to either building new space, or repurposing existing space. Recruited, hired, trained 25 new employees, supervisors and support staff. Result: Expanded revenue by 150% within budgeted margins.

Managed two housing facilities, serving 36 clients. Managed a staff of 40 therapists, caregivers, and administrative support personnel.Developed and implemented customer service standards. Led a team to streamlined processes and reduced the lead time required to bring new customers on-board. Developed process maps to identify and eliminate delays and bottlenecks, created assessment systems to help identify and mitigate risk associated with highly volatile clients. • Worked with partner entities to improve communication and align expectations, wrote the policies, procedures and processes needed to create a single-source entry point for new clients. Result: Reduced the time necessary to bring on a new client from an average of 90 days to 30 days, increasing revenue and reimbursements. • Developed an internal human resource system that aligned outcomes with behaviors. Rewrote position descriptions to identify essential, measurable components of a successful employee. Enlisted the support of key personnel, recognized for displaying the beliefs, experience, skill and knowledge desired for their positions, to instruct employees in a newly-created, internal university. Established performance evaluation systems to provide ongoing feedback and support. Audited ongoing training efforts, to ensure measured outcomes met with strategic initiatives. Result: Improved employee satisfaction scores from 60% to 88% satisfaction in the first year. Gradually achieved up to 93% satisfaction in successive years.• Provided strategic focus to the service offering. Started a new business line to serve current and future clients in new environments. Researched market needs and existing services. Developed a new service delivery model; and partnered with vendors and other entities to create a full service solution. Acquired two new locations and divested one, to eliminate unprofitable services. Result: Increased services by 150% and revenues by 300%.